A screen pop presents customer data to an agent automatically during an interaction, eliminating the need to manually search for the customer data. During an inbound call, Virtual Contact Center looks up the caller ID in the existing customer data. On finding a record with matching number in the Phone field, Virtual Contact Center fetches and pops the record details to the agent presented with the interaction. If the search does not yield a matching record, it pops a new record entry screen.
A screen pop appears for:
To enable an External CRM integration for a tenant, you have to configure screen pop settings in Configuration Manager. You need to select a target CRM, specify events that trigger screen population of customer data, and specify screen pop window properties. An agent has to then save the login credentials of the External CRM account in the agent’s profile. Integration enables searching for records containing phone data matching caller ID, and pops up the corresponding record(s) for specific events.
The events triggering a screen pop may be one or more of the following:
Use Integration > screen pop to configure the contents and appearance of the messages sent to the Web browser associated with a particular interaction.
|Screen Pop Option||Description|
|Enable Screen Pop||If enabled, screen pop is offered during an interaction.|
|Target Type||Select a third-party CRM product.|
The selection of a product enables and disables other features on the screen pop page.
|Integration Type||If you have selected NetSuite, then choose one of the following:|
|If the Target type specifies Salesforce, then choose one of the following:|
|Account||If the Target type is NetSuite or custom, then type the account name required to access the data the third-party CRM incorporates into the screen pop message.|
|Service Name||Service name is the URL used to log in to your External CRM account.|
|Login URL||Enter the login URL starting with <https://>|
|Branding URL||The custom URL provided by your CRM if you have customized your help desk to match your brand’s look and feel.|
|URL||For the Custom target type only. Type the URL where Virtual Contact Center sends information about the interaction reported on by the screen pop.|
|Enable Customization||This option instructs the On Demand Contact Center to execute a custom XML Salesforce integration script using the specified Script URL.|
|Script URL||If Customization is enabled, the Script URL must contain a valid URL that points to the location of the custom script. Once the Script URL is specified and the screen pop page is saved, all features and functionality of the standard integration are replaced with the custom functionality. Agents see the changes with their next login.|
|Use Remote Login||This option enables Single Sign-On security settings in the Zendesk account.|
|API Token||Enter a valid API token to enable searching of the CRM.|
|Use Client Login Session to pop||Select the option to enable support for the Salesforce security setting: Lock sessions to the IP address from which they originated. Check the Launch native login window at agent login setting to have Agent Console automatically launch a Salesforce login window when the agent logs in to Agent Console. If the Launch native login window at agent login is not set, the agent must manually log in to Salesforce using the next tab of the same browser window used for the Agent Console session.|
|Launch native login window at agent login||This option enables the native login window to launch when the agent logs in.|
|Select and assign all agents||Enable this option to grant access to all agents for Salesforce integration, or click (choose agents) to grant the permission to a selected group of agents.|
|Landing Pages||Virtual Contact Center enables the custom landing page, and provides three built-in landing tabs from the Virtual Contact Center CRM:|
Note: Availability of the tabs depends on the External CRM the tenant is integrated with.
|Trigger an Auto Log Window after interactions|
|Trigger a Popup Window|
If enabled by the administrator, the agents can see and configure the setup under Agent's Profile > External Setup. The following options are available in this section:
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