In Virtual Contact Center, screen pop describes the mechanism that enables a third-party CRM to display supplementary information in an HTML page that pops into the agent's browser.
Configuration Manager's screen pop feature directly supports the following CRM applications:
A screen pop is triggered by events or by steps in the process of handling an interaction. You can configure screen pop for one or more events. There are three events that can cause a screen pop:
The following sequence must be performed to enable Virtual Contact Center to transmit a screen pop request to a third-party CRM.
|screen pop parameter||Description|
|Channel||Virtual Contact Center channel name that received the interaction|
|Queue||Virtual Contact Center queue name that received the interaction|
|ANI||For phone channels, the caller's ANI information|
|Wait Time||The length of time this interaction waited before being accepted by an agent|
|Event||Interaction statuses: offered, accepted, or completed|
|Media||Virtual Contact Center phone, voicemail, chat, and email channels|
|ExtVar1, ExtVar2||Optional CRM-specific variables|
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