PEC-GPA/Current/Agent/GPASFLScreenPops - Revision history

WikiSysop at 17:48, August 30, 2022

2022-08-30T17:48:18Z

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:24Z

WikiSysop at 18:01, June 28, 2022

2022-06-28T18:01:01Z

Matthew.west@genesys.com: Published

2021-08-19T15:03:18Z

Published

Matthew.west@genesys.com: Published

2021-03-04T16:39:25Z

Published

Mwest: Published

2020-10-01T15:48:31Z

Published

Mwest: Published

2020-09-17T18:49:52Z

Published

Mwest: Published

2020-08-11T19:08:45Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:17Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

Mwest: Published

2020-07-16T20:51:53Z

Published

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=What are screen pops?

@@ Line 77: / Line 77: @@
 ===Outbound campaigns===
-The Outbound Campaign calling list correctly updates only if you dial from Agent Desktop. The calling list is not updated if you dial by using a click-to-dial phone number field in Salesforce because this action is not considered to be an Outbound Campaign call.
+The Outbound Campaign calling list correctly updates only if you dial from Agent Workspace. The calling list is not updated if you dial by using a click-to-dial phone number field in Salesforce because this action is not considered to be an Outbound Campaign call.
 |Status=No
 }}{{Section
@@ Line 83: / Line 83: @@
 |anchor=Related
 |alignment=Vertical
-|structuredtext=*To learn how to handle interactions, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Genesys Agent Desktop help}}.
+|structuredtext=*To learn how to handle interactions, see the {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Genesys Agent Workspace help}}.
 |Status=No
 }}
 }}

@@ Line 63: / Line 63: @@
 {{!}}}
-===Voice call Salesforce record screen pop types===
+===Salesforce record screen pop types===
-Your administrator can set up different Salesforce record screen pop types for when a call is ringing or when you accept and establish a voice call. Adapter supports the following Salesforce record screen pop types:
+Your administrator can set up different Salesforce record screen pop types for when a call is ringing or when you accept an interaction. This feature supports voice and digital channels interactions. Adapter supports the following Salesforce record screen pop types:
 *A configured Salesforce Object such as Salesforce contact.

@@ Line 10: / Line 10: @@
 |anchor=ScreenPops
 |alignment=Vertical
-|structuredtext=Screen pops are Salesforce records or other objects that display when an agent receives a call, chat, email, or other media channel interaction in Adapter. Salesforce might display one or more related records, depending on what information it has about the contact. For example, if a contact enters their case number before they talk to an agent, Salesforce displays the case automatically when you receive or make a call in Adapter. If no contact information is available, the '''New Contact''' dialog box or another record page is displayed (depending on how your administrator set up your account). If there are multiple records that match the screen pop, the {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLActivityHistory|anchor=MultipleMatch|display text=Multiple Search}} view is displayed. To associate the task to that object, Select the Salesforce object.
+|structuredtext=Screen pops are Salesforce records or other objects that display when an agent receives a call, chat, SMS, email, or other media channel interaction in Adapter. Salesforce might display one or more related records, depending on what information it has about the contact. For example, if a contact enters their case number before they talk to an agent, Salesforce displays the case automatically when you receive or make a call in Adapter. If no contact information is available, the '''New Contact''' dialog box or another record page is displayed (depending on how your administrator set up your account). If there are multiple records that match the screen pop, the {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLActivityHistory|anchor=MultipleMatch|display text=Multiple Search}} view is displayed. To associate the task to that object, Select the Salesforce object.
 In some configurations, such as when a new Salesforce record is created by Gplus Adapter automatically, the new record is displayed as a screen pop in Salesforce.
@@ Line 37: / Line 37: @@
 {{!}}Call dialing
 {{!}}- valign="top"
-{{!}} rowspan="2"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat interaction}}
+{{!}} rowspan="2"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat}} or {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS|display text=SMS}} interaction.
-{{!}}Chat notification received
+{{!}}Chat or SMS notification received ('''Note''': For SMS, screen pop appears only for an unassigned contact. When receiving an SMS from an assigned contact in the '''{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS|anchor=CommunicationTab|display text=Communication}}''' tab, no screen pop is displayed)
 {{!}}- valign="top"
-{{!}}Chat notification accepted
+{{!}}Chat or SMS notification accepted
 {{!}}- valign="top"
 {{!}} rowspan="4"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Email interaction}}

@@ Line 12: / Line 12: @@
 |structuredtext=Screen pops are Salesforce records or other objects that display when an agent receives a call, chat, email, or other media channel interaction in Adapter. Salesforce might display one or more related records, depending on what information it has about the contact. For example, if a contact enters their case number before they talk to an agent, Salesforce displays the case automatically when you receive or make a call in Adapter. If no contact information is available, the '''New Contact''' dialog box or another record page is displayed (depending on how your administrator set up your account). If there are multiple records that match the screen pop, the {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLActivityHistory|anchor=MultipleMatch|display text=Multiple Search}} view is displayed. To associate the task to that object, Select the Salesforce object.
-[[File:SFLscreenpop1.png]]
+In some configurations, such as when a new Salesforce record is created by Gplus Adapter automatically, the new record is displayed as a screen pop in Salesforce.
 ===Events that trigger a Salesforce record screen pop===
 A Salesforce record screen pop typically triggers:
-* When an interaction is initiated (ringing call)
+*When an interaction is initiated (ringing call)
-* After you have accepted an interaction (establishing a call).
+*After you have accepted an interaction (establishing a call).
 Your administrator sets up Gplus Adapter to trigger screen pops based on different events. The following events might trigger Salesforce record screen pops for different interaction types:
@@ Line 27: / Line 30: @@
 !'''Event'''
 {{!}}- valign="top"
-{{!}} rowspan="2"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice interaction}}
+{{!}} rowspan="3"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice interaction}}
 {{!}}Call ringing
 {{!}}- valign="top"
 {{!}}Call accepted and established (if it was previously ringing)
 {{!}}- valign="top"
 {{!}} rowspan="2"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat interaction}}
@@ Line 74: / Line 79: @@
 The Outbound Campaign calling list correctly updates only if you dial from Agent Desktop. The calling list is not updated if you dial by using a click-to-dial phone number field in Salesforce because this action is not considered to be an Outbound Campaign call.
 |Status=No
 }}{{Section
 |sectionHeading=Related documentation

@@ Line 3: / Line 3: @@
 |DisplayName=Screen Pops
 |TocName=Screen Pops
-|Context=When you receive an interaction, you will see a contact Salesforce record pop up on your screen.
+|Context=When you receive an interaction, a contact Salesforce record pops up in Salesforce.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 10: / Line 10: @@
 |anchor=ScreenPops
 |alignment=Vertical
-|structuredtext=Screen pops are Salesforce records or other pre-configured objects that are displayed when an agent receives a call, chat, email, or other media channel interactions in Adapter. Your console can display one or more related records, depending on what information it has about the customer. For example, if a customer enters their case number before they talk to the agent, your console displays the case automatically when you receive or make the call in Adapter. If there is no contact information available, the '''New Contact''' or other record page is displayed, depending on how your administrator has set up your account. If there are multiple records that match the screen pop, the {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLActivityHistory|anchor=MultipleMatch|display text=Multiple Search}} panel is displayed. Select the Salesforce object to associate the task to that object.
+|structuredtext=Screen pops are Salesforce records or other objects that display when an agent receives a call, chat, email, or other media channel interaction in Adapter. Salesforce might display one or more related records, depending on what information it has about the contact. For example, if a contact enters their case number before they talk to an agent, Salesforce displays the case automatically when you receive or make a call in Adapter. If no contact information is available, the '''New Contact''' dialog box or another record page is displayed (depending on how your administrator set up your account). If there are multiple records that match the screen pop, the {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLActivityHistory|anchor=MultipleMatch|display text=Multiple Search}} view is displayed. To associate the task to that object, Select the Salesforce object.
 [[File:SFLscreenpop1.png]]
 ===Events that trigger a Salesforce record screen pop===
-A Salesforce record screen pop is typically triggered when an interaction is initiated (ringing call) or after you have accepted an interaction (establishing a call). Your administrator sets up Gplus Adapter to trigger screen pops based on different events. Here are the different events that might be set up to trigger Salesforce record screen pops for different interaction types:<br />
+A Salesforce record screen pop typically triggers:
 {{{!}} class="genesystable"
 {{!}}+'''Events triggering a Salesforce record screen pop'''
@@ Line 54: / Line 59: @@
 ===Voice call Salesforce record screen pop types===
-Different Salesforce record screen pop types might be set up for you when a call is ringing or when you accept and establish a voice call.
+Your administrator can set up different Salesforce record screen pop types for when a call is ringing or when you accept and establish a voice call. Adapter supports the following Salesforce record screen pop types:
 *A configured Salesforce Object such as Salesforce contact.
 *A Salesforce flow.
-*A web page (URL) might be opened in a new tab or window.
+*A webpage (URL), which might open in a new tab or window.
 *An object home, such as the list of recently viewed contacts.
 *A Salesforce list; for example, the '''All Contacts''' list.
@@ Line 69: / Line 72: @@
 ===Outbound campaigns===
-The Outbound Campaign calling list is correctly updated only if you dial from Agent Desktop. Dialing using a click-to-dial phone number field in Salesforce is not an Outbound Campaign call and the calling list will not be updated in such dialing scenarios.
+The Outbound Campaign calling list correctly updates only if you dial from Agent Desktop. The calling list is not updated if you dial by using a click-to-dial phone number field in Salesforce because this action is not considered to be an Outbound Campaign call.
 |Status=No
 }}{{Section

@@ Line 65: / Line 65: @@
 *The '''Search Results''' screen pop, containing the search results based on case information such as the contact name.
 *The '''New Account''' dialog box.
+<!--
 ===Outbound campaigns===
 The Outbound Campaign calling list is correctly updated only if you dial from Agent Desktop. Dialing using a click-to-dial phone number field in Salesforce is not an Outbound Campaign call and the calling list will not be updated in such dialing scenarios.

@@ Line 37: / Line 37: @@
 {{!}}Email notification accepted
 {{!}}- valign="top"
-{{!}}Email reply created (Available for Cloud only)
+{{!}}Email reply created
 {{!}}- valign="top"
-{{!}}New outgoing Email created (Available for Cloud only)
+{{!}}New outgoing Email created
 {{!}}- valign="top"
 {{!}} rowspan="2"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWorkitems|display text=Open media interaction}}

PEC-GPA/Current/Agent/GPASFLScreenPops - Revision history

WikiSysop at 17:48, August 30, 2022

WikiSysop at 19:20, July 28, 2022

WikiSysop at 18:01, June 28, 2022

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

Mwest: Published

Mwest: Published

Mwest: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

Mwest: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"