Difference between revisions of "PEC-GPA/Current/Agent/GPASFLScreenPops"

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|DisplayName=Screen Pops
 
|DisplayName=Screen Pops
 
|TocName=Screen Pops
 
|TocName=Screen Pops
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|Context=When you receive an interaction, you will see a contact Salesforce record pop up on your screen.
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|Context=When you receive an interaction, a contact Salesforce record pops up in Salesforce.
 
|ComingSoon=No
 
|ComingSoon=No
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|Platform=GenesysEngage-onpremises
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|Platform=GenesysEngage-cloud
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|Role=Agent
 
|Section={{Section
 
|Section={{Section
 
|sectionHeading=What are screen pops?
 
|sectionHeading=What are screen pops?
 
|anchor=ScreenPops
 
|anchor=ScreenPops
 
|alignment=Vertical
 
|alignment=Vertical
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|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.
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|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.
  
−
[[File:SFLscreenpop1.png]]
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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.
 +
 
 +
[[File:GAPI_900_Screen_Pop_New_Record.png]]
  
 
===Events that trigger a Salesforce record screen pop===
 
===Events that trigger a Salesforce record screen pop===
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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 />
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A Salesforce record screen pop typically triggers:
 +
 
 +
*When an interaction is initiated (ringing call)
 +
*After you have accepted an interaction (establishing a call).
 +
*When you make an outgoing call (dialing 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:
 
{{{!}} class="genesystable"
 
{{{!}} class="genesystable"
 
{{!}}+'''Events triggering a Salesforce record screen pop'''
 
{{!}}+'''Events triggering a Salesforce record screen pop'''
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!'''Event'''
 
!'''Event'''
 
{{!}}- valign="top"
 
{{!}}- valign="top"
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{{!}} rowspan="2"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice interaction}}
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{{!}} rowspan="3"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADVoice|display text=Voice interaction}}
 
{{!}}Call ringing
 
{{!}}Call ringing
 
{{!}}- valign="top"
 
{{!}}- valign="top"
 
{{!}}Call accepted and established (if it was previously ringing)
 
{{!}}Call accepted and established (if it was previously ringing)
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{{!}}-
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{{!}}Call dialing
 
{{!}}- valign="top"
 
{{!}}- valign="top"
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{{!}} rowspan="2"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADChat|display text=Chat interaction}}
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{{!}} 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.
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{{!}}Chat notification received
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{{!}}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"
 
{{!}}- valign="top"
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{{!}}Chat notification accepted
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{{!}}Chat or SMS notification accepted
 
{{!}}- valign="top"
 
{{!}}- valign="top"
 
{{!}} rowspan="4"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Email interaction}}
 
{{!}} rowspan="4"{{!}}{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADemail|display text=Email interaction}}
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{{!}}}
 
{{!}}}
  
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===Voice call Salesforce record screen pop types===
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===Salesforce record screen pop types===
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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.
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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:
−
 
 
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Your Salesforce record screen pop could be one of the following types:
 
  
 
*A configured Salesforce Object such as Salesforce contact.
 
*A configured Salesforce Object such as Salesforce contact.
 
*A Salesforce flow.
 
*A Salesforce flow.
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*A web page (URL) might be opened in a new tab or window.
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*A webpage (URL), which might open in a new tab or window.
 
*An object home, such as the list of recently viewed contacts.
 
*An object home, such as the list of recently viewed contacts.
 
*A Salesforce list; for example, the '''All Contacts''' list.
 
*A Salesforce list; for example, the '''All Contacts''' list.
 
*The '''Search Results''' screen pop, containing the search results based on case information such as the contact name.
 
*The '''Search Results''' screen pop, containing the search results based on case information such as the contact name.
 
*The '''New Account''' dialog box.
 
*The '''New Account''' dialog box.
 +
 +
{{NoteFormat|Screen pop by Object Type is supported only for Salesforce Lightning.|1}}
  
 
===Outbound campaigns===
 
===Outbound campaigns===
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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.
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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
 
|Status=No
 
}}{{Section
 
}}{{Section
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|anchor=Related
 
|anchor=Related
 
|alignment=Vertical
 
|alignment=Vertical
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|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}}.
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|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
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 17:48, August 30, 2022

This topic is part of the manual Gplus Adapter for Salesforce Agent's Guide for version Current of Gplus Adapter for Salesforce.

When you receive an interaction, a contact Salesforce record pops up in Salesforce.

What are screen pops?

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 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.

GAPI 900 Screen Pop New Record.png

Events that trigger a Salesforce record screen pop

A Salesforce record screen pop typically triggers:

  • When an interaction is initiated (ringing call)
  • After you have accepted an interaction (establishing a call).
  • When you make an outgoing call (dialing 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:

Events triggering a Salesforce record screen pop
Interaction type Event
Voice interaction Call ringing
Call accepted and established (if it was previously ringing)
Call dialing
Chat or SMS interaction. 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 Communication tab, no screen pop is displayed)
Chat or SMS notification accepted
Email interaction Email notification received
Email notification accepted
Email reply created
New outgoing Email created
Open media interaction Open media (workitem) notification received
Open media (workitem) notification accepted
Outbound interaction Clicking Get Record
Outbound Push-Preview interaction Outbound record notification accepted

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.
  • A Salesforce flow.
  • 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.
  • The Search Results screen pop, containing the search results based on case information such as the contact name.
  • The New Account dialog box.
Important
Screen pop by Object Type is supported only for Salesforce Lightning.

Outbound campaigns

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.

Related documentation

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