Desktop viewable variables

You can configure the following variable types for the incoming popover and Interaction pane of the Desktop for incoming voice calls:

System Variables such as Phone Number, DNIS (Dialed Number Identification Service), Queue Name, and RONA Timeout
Global Variables that are created and managed in Management Portal
Custom Flow Variables that are created and managed in Flow Designer

Note

You can configure only those variables that are marked as Agent Viewable.
You can configure these variables on the new flows as well as on the existing flows. However, the existing flows continue to show the default popover variables such as Phone Number, DNIS, and Queue Name. You can edit these flows to add more variables by using this feature.

Incoming popover on the Desktop

The incoming popover appears when an agent receives an incoming call. It displays key information about the customer according to the variables configured in Flow Designer. You can set an order of appearance of each of these variables in the incoming popover that can include any combination of the system, global and custom flow variables. You can also edit the desktop label of these variables.

You can customize the desktop label of the system variables such as Phone Number and DNIS. For more information, see Customize System Variables.

For incoming calls, you can choose a minimum of three and a maximum of six variables. For consult calls, the consulted agent would view an additional three variables such as Agent Name, Agent DN, and Agent Team that are added to the list by default.

Note	You cannot configure variables that contain sensitive information in the incoming popover on the Desktop.

For more information on how to configure variables for the incoming popover, see Configure variables for Incoming popover.

Interaction pane: The Interaction pane on the Desktop appears after the agent accepts the incoming call. It displays information set in the Interaction pane variables that are configured in Flow Designer. You can choose a maximum of 30 variables. You can set an order of appearance of each of these variables in the interaction pane that can include any combination of the system, global and custom flow variables. You can also edit the desktop label of these variables.; You can customize the desktop label of the system variables such as Phone Number and DNIS. For more information, see Customize System Variables.; For more information on how to configure variables for the Interaction pane, see Configure variables for Interaction pane.