Screen Pop

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interaction.case-data.is-read-only-on-idle

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.

If the value of this option is true, changes to the case data after a voice interaction has been released are prevented. When some values are modified or added after the voice call is released, the update is pushed to back-end as a User Event when agent clicks Mark Done. This option can be overridden by a routing strategy as described in this <a rel="nofollow" class="external text" href="https://docs.genesys.com/Documentation/HTCC/8.5.2/IWWDep/OverridingInteractionWorkspaceOptions">Deployment Guide</a>.

Screen pop displays a relevant record or a search results list from Salesforce for an agent to choose when they are performing an inbound, outbound, or open media interaction.

You can setup how you want Adapter to select the screen pop record from Salesforce for different type of interactions.

This involves:

  • Set up screen pops in Salesforce and
  • Gplus Adapter screen pops

Set up screen pops in Salesforce

To set up this functionality in Salesforce, login and go to Setup > Call Center > SoftPhone Layouts to create a SoftPhone Layout. Check out the Salesforce documentation for details about configuration.

When you set up a SoftPhone Layout for Adapter, the Gplus Adapter for Salesforce ignores the SoftPhone Layout settings that control call-related fields. Instead, Adapter gets this information from case and toast data you configure in the Genesys environment.

Important
Make sure you configure the Screen Pop Settings in the "CTI 2.0 or Higher Settings" section. These settings control whether the screen pop opens in a new window, tab, or Visualforce page.

Gplus Adapter screen pops

Gplus Adapter can retrieve and screen pop Salesforce records for calls, chats, SMS, emails, and open media interactions. You can configure how Adapter displays a screen pop when a call or chat (including SMS) is transferred or merged in a conference.

How screen pop records are retrieved from Salesforce

Before you proceed with selecting the screen pop settings, get familiar with how screen pop records are selected and displayed to an agent. This section helps you understand how Adapter finds the matching Salesforce record to screen pop.

Here's the Gplus Adapter workflow to request Salesforce to display a screen pop:

  • If the UserData for the call has key(s) with the prefix "id_" (such as "id_SalesforceCaseId"), then the first value Adapter finds is sent in the screen pop request to Salesforce.
  • If the UserData does not include any "id_" keys, Adapter builds a search string using a combination of the ANI or the DNIS, if available, and any UserData values with keys that have the "cti_" prefix (such as "cti_FirstName" or "cti_PhoneNumber").
    • You can specify whether the search should include the ANI by selecting the Use ANI in Screen Pop Search setting.
    • You can specify whether the search should include the DNIS (the number dialed by the caller) by selecting the Use DNIS in Screen Pop Search setting.
    • Each of these options are dependent on the Screen Pop Preprocessing Rule setting in Agent Setup. Use this option to adjust the format of phone numbers (DNIS) and Automatic Number Identification (ANI) to search for on screen pop. Choose one of these settings:
      • None: By default no phone number preprocessing rule is applied.
      • Default: The default preprocessing rule removes "+1" from the beginning of the ANI or DNIS.
      • Add...: Name and define your own preprocessing rule. Each preprocessing rule is defined by the four following parameters:
        • Display Name: The name of the pre-processing rule.
        • RegEx: A RegEx that defines the condition to be matched.
        • Replacement: The string to replace the matched string.
        • Description: A short description of the rule
      Here are some examples of preprocessing rules that you can define:
      • Display Name: Use only last 9 digits
      • RegEx: ^.*([0-9]{9})$
      • Replacement: $1
      • Description: Remove the prefix and use only 9 digits from the phone number:
      • Display Name: Remove country code
      • RegEx: (\+1|\+33|\+91)(.*)$
      • Replacement: $2
      • Description: Remove the country code prefix.
  • If there are no "id_" keys, no ANI, no DNIS, and no "cti_" keys, then Adapter doesn't send a screen pop request.

Alternatively, you can specify how Gplus Adapter finds the key names in the UserData and returns the key value. You can configure the regular expressions (RegEx) for the ID and search fields Adapter uses to match screen pop UserData keys by using the RegEx to Match UserData option. Note that this option only changes the criteria by which UserData keys are matched. The existing logic and order between ID-based screen pop and search are the same (see the bullet points above).

For example, you can specify RegEx search strings to search through the UserData key names for specific patterns or letters and numbers. For example, you might have UserData input like this:

userData:{
  userDataKeyname1:"keyvalue1",
  userDataKeyname2:"keyvalue2",
  userDataKeyname3:"keyvalue3",
  userDataKeyname4:"keyvalue4",
  userDataKeyname5:"keyvalue5",
  userDataKeyname6:"keyvalue6"
}

You can use RegEx to search through the UserData to return the key value from the UserData for "userDataKeyname5 or userDataKeyname6". The RegEx you enter in Agent Setup for this would be: UserDataKeyname5|UserDataKeyname6.

Gplus 900 RegEx to Match UserData Option in AS.png

With the example UserData input above, Adapter would return the key values keyvalue5 and keyvalue6:

Regular expressions (RegEx) are sequences of characters (strings) that define a search pattern. There are many RegEx cheat sheets available on the internet to help you understand how to construct a search pattern using the special RegEx control characters such as: [, ], +, :, \, /, <, >, =, -, _, *, ?, {, }, and so on.

The RegEx to Match UserData option does not support RegEx flags, such as: i, g, s, m, y, and u. For example, use "Hello" to search for this string rather than /Hello/ig.

If you use the regular expression options to match your own ID key, then you should also ensure you set the Object ID UserData Key to id_transfer_object so that screen pop works with in-focus page transfers.

Create a new Salesforce record on screen pop

Gplus Adapter can create new Salesforce records based on a specified Salesforce Object API name (for example Custom_Object__c. Refer to the screenshot.) and interaction data field mapping then screen pop the created record.

Gplus 900 Salesforce Custom API Object.png

Use this feature to create a new Salesforce record in the following scenarios:

  • When the search for an existing Salesforce record for screen pop returns no matching record.
  • To create a new Salesforce record for every interaction.

To have Gplus Adapter screen pop a new record you must create a Salesforce custom object API to be used as a template for a new Salesforce record and you must define the record field mapping where each key must correspond to an interaction userData key and each value must correspond to the name of the Salesforce standard or custom object field.

To enable this feature, select the Create New Salesforce Record on Screenpop option in Agent Setup. This option depends on the following options in Agent Setup:

This screenshot shows you the relationship between the UserData associated with an interaction, configuration in Agent Setup, and Salesforce record fields for a New Salesforce Record Field Mapping. In this example, "custom-field-mappings" is the name of the new configuration section that is specified in the Activity Log Field Mapping option in Agent Setup. "Firstname" and "Firstname__c" represent the key-value pairs that are specified for the "custom-field-mappings" section. In your environment you will specify values that are relevant to your organization.

Gplus 900 New Salesforce Record Mapping.png

Screen pop for Calls

When an agent receives an external call, Adapter initiates a screen pop that causes Salesforce to show an appropriate record for the caller. By default, Adapter initiates the screen pop when the call is established, but you can select the Screen Pop on Ringing setting to initiate a screen pop when the call is ringing instead.

Important
You can also select screen pops for internal calls with the Screen Pop For Internal Calls setting and consult calls with the Enable Screen Pop For Consult setting.

For Outbound campaign calls, the screen pop appears immediately after the agent clicks Get Record when the notification is displayed. An agent can then choose to make or decline the Outbound campaign call. For Push Preview campaigns, the screen pop appears after the agent clicks Accept. For more information on setting up outbound campaigns, case and toast data, see Outbound channel options.

Screen pop for Outbound calls on Dialing and Established

You can configure Adapter to screen pop a new or existing Salesforce record when an agent dials an outbound call to an external or internal number and choose whether to screen pop when the agent dials the call or when the call is established.

To enable this feature, configure the Screen Pop for Outbound Calls option in Agent Setup.

To specify how to search for an existing Salesforce record, configure the following options in Agent Setup:

Screen pop for Chat and SMS

When an agent receives a chat or SMS invite from a contact, Adapter initiates a screen pop based on whether the Screen Pop On Chat Invite setting is selected.

  • When selected, Adapter displays the screen pop on chat or SMS invite.
  • When not selected or if the option is not available, Adapter displays the screen pop only when the agent accepts the invitation for the chat or SMS interaction.

For SMS, the screen pop appears only for an unassigned contact, and if the contact is already assigned to the agent in the Workspace Agent Desktop Communication tab, no screen-pop is displayed.

Screen pop for Email

When an agent receives an email invite from a contact, Adapter initiates a screen pop based on whether the Screen Pop On Email Invite setting is selected.

  • When selected, Adapter displays the screen pop on email invite.
  • When not selected or if the option is not available, Adapter displays the screen pop only when the agent accepts the invitation for the email interaction.

When an agent replies to an inbound email or creates an outgoing email, Adapter initiates a screen pop based on whether the Screen Pop on Outbound Email Create setting is selected.

  • When selected, Adapter displays the screen pop on email create and email reply create.
  • When not selected or if the option is not available, Adapter does not display a screen pop on email create and email reply create.

Screen pop for Open Media items

When an agent receives an Open Media invite from a contact, Adapter initiates a screen pop based on whether the Screen Pop On Open Media Invite setting is selected.

  • When selected, Adapter displays the screen pop on open media invite.
  • When not selected or if the option is not available, Adapter displays the screen pop only when the agent accepts the invitation for an open media interaction.

Screen pops for conference or transfer interactions

When an agent performs a chat (including SMS) conference or transfer, Adapter can update the UserData with the ID of the object the agent is looking at in Salesforce. This ensures that the agent who receives the conference or transfer gets a screen pop for the most relevant object.

This can be helpful when:

  • There are multiple matches for a screen pop search initially and the agent has to select between them.
  • There are no matches for the initial screen pop search and the agent creates a new record.

You can enable this feature by setting the value of the the Object ID UserData Key option to id_transfer_object.

When Adapter updates the UserData, any existing UserData keys that begin with "id_" or "cti_" are removed and a new key, called "id_transfer_object", is added with the object ID of the focused page. If the focused page doesn't correspond to a Salesforce object, Adapter does not make an update and the existing UserData is sent with the conference or transfer request.

If you configured your environment to use a key other than "id_" or "cti_" (basically, if you need to set the screenpop.id-key-regex option as described in How screen pop records are retrieved from Salesforce, then you must also set the screenpop.transfer-object-key to your custom key for screen pop to work. Adapter adds the key you specify in this option instead of id_transfer_object.

Attached data

You can configure Adapter to save the ID, name, and type of the focused Salesforce object to attached data when an agent clicks Mark Done. To do this, set Salesforce Object Key, Salesforce Object Name, and Salesforce Object Type to the keys you want Adapter to use when saving the ID, name, and type. Set these options to ensure the ID, name, or type is added to attached data when agents create a new object during a call. Also, ensure the Workspace Web Edition option interaction.case-data.is-read-only-on-idle is set to false. For more information about setting up Case Data, refer to Case and toast data.

Screen pop by Salesforce object type

Important
This feature is not supported for Salesforce Classic.
You can use the Screen Pop object type option in Agent Setup to specify what type of object you want Salesforce to screen-pop. This option supports inbound, outbound, internal, and consult calls. SOBJECT is the default value, other available object types are:
  • FLOW: Pops to the target flow. The flow is specified by the Screen Pop Flow section name option. Additional arguments can be passed to the flow, for example, the caller’s phone number or a list of matching records. Specify the flow name and "flowArgs", valid flow arguments in JSON format, or the $attach_data_flow_name$ and $attach_data_flowArgs_name$ parameters to take the flow name and arguments from the attached data.
  • URL: Opens the URL in a new browser or tab. The URL is specified by the Screen Pop URL section name option. Specify the URL or use the $attach_data_key$ parameter to take the URL from the interaction attached data.
  • OBJECTHOME: Pops to the home of an object or entity, such as a Case or an Account. The object home is specified by the Screen Pop Object Home section name option. Specify the object or the $attach_data_key$ parameter to take the object name from the interaction attached data.
  • LIST: Pops to the specified list of Salesforce objects, such as Contacts or Accounts. The list is specified by the Screen Pop List section name option. Specify the user data keys or the $attach_data_list_id$ and $attach_data_list_scope$ parameters to take the List from the interaction attached data.
  • SEARCH: Pops to the Top Results section of the search page. The search string is specified by the Screen Pop Search section name option. Specify the search string or the $attach_data_search$ parameter to take the string from the interaction attached data.
  • NEW_RECORD_MODAL: Pops a modal form for creation of a new object, such as Account, Case, Contact, or Lead. The new record modal is specified by the Screen Pop New Record section name option. Specify the object name or the $attach_data_entityname$ parameter to take the new record type from the interaction attached data.

Integrating Genesys Universal Contact Server (UCS)

You can enable agents to use Team Communicator to call a contact that is stored in the Universal Contact Server (UCS). You can view the detailed contact information from the Contacts tab. For more information, see Configure global login.