Screen Pop

A Screen Pop is a window or a dialog box that appears in an agent’s Desktop when the agent answers a customer call. The agent gets more information about the caller to proceed further with a conversation. For more information, see the section about Agent Desktop in the Cisco Webex Contact Center Agent Desktop User Guide.

The Screen Pop activity becomes relevant only after an agent involves in an interaction. It typically uses the AgentAnswered event and the PhoneContactEnded event.

When you use this activity in the Main Flow, you expose the following events in the Event Flows tab:

  • AgentAnswered: The system triggers this event when an agent answers an inbound call and the Main Flow includes a Queue Contact activity. The event types available for configuration are predefined, based on the flow type selected for this flow.

  • PhoneContactEnded: The system triggers the PhoneContactEnded event when a live call is disconnected, and all participants are removed. For more information, see the PhoneContactEnded section in the Queue Contact activity.

    Note

    When you create a flow, don’t add any IVR activity after the PhoneContactEnded event. During the flow execution, the flow may get stuck when you add an activity after the contact ends.

You can build a single event handling flow for each event. For example, when an agent accepts an inbound call, a Screen Pop displays. The Screen Pop activity contains information that is based on the flow variables. The Screen Pop integrates Webex Contact Center with other business applications such as CRM (Salesforce), ticketing tools, and order entry system.

Complete this configuration in the Event Flows tab in Flow Designer. To define different Screen Pop behaviors that are based on Main Flow criteria, use a Condition or Case activity. You can define one Screen Pop for each flow.

Note

Screen Pop for new digital channels must be configured in the Connect Flow Builder. For more information, see https://help.imiconnect.io/docs/wxcc-overview.

The following sections enable you to configure the Screen Pop activity:

General Settings

Parameter

Description

Activity Label

Enter a name for the activity.

Activity Description

(Optional) Enter a description for the activity.

URL Settings

Use the URL settings option to define a URL for Screen Pop configurations. To type a variable, use the syntax {{variables}}.

For example, {{NewPhoneContact.ANI}}.

URL Settings

Parameter

Description

Screen Pop URL

Enter the URL of the intended website, such as http://www.salesforce.com. After the agent answers a call, the configured URL populates the Screen Pop in the Desktop.

Query Parameters

Enter the various variables in the payload.

To add a new query parameter, click Add New. Enter the attribute–value details in the KEY and VALUE fields respectively.

Screen Pop Desktop Label

Enter a short and intuitive custom display text that replaces the Screen Pop URL on the Agent Desktop.

After the agent answers or ends a call, this label appears as a hyperlink in the Screen Pop notification on the Agent Desktop.

For example, if the Screen Pop URL is http://www.salesforce.com and the Screen Pop Desktop Label is Salesforce, the system displays the hyperlink as Salesforce in the Screen Pop notification.

This label also appears in the Screen Pop tab. If the screen pop label is missing, the system displays the default label Screen Pop.

Display Settings

Display Settings

Parameter

Description

New browser tab

The Screen Pop displays in a new browser tab every time without affecting the existing Screen Pop.

Existing Screen Pop tab

The Screen Pop displays inside the existing browser tab replacing the previous Screen Pop.

Inside Desktop

The Screen Pop displays as a tab in the Auxiliary Information pane in the Desktop.

If the Screen Pop display option is Inside Desktop, the Screen Pop displays in the Auxiliary Information pane for the duration of the call. The Screen Pop is retained even when you select a task from another channel type in the Task List pane.
Note

If the Screen Pop display option is Inside Desktop or Existing browser tab, data being entered in the Screen Pop for a call is lost if the agent accepts a new call. To prevent the loss of data, configure the display option as New browser tab.

For example, consider that the Screen Pop display option is Inside Desktop. If the agent accepts a new inbound call while entering data in the Screen Pop for a previous call, the data being entered for the previous call is lost when the Screen Pop for the new call pops up.