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Configuring Screen Popups

When an inbound call is presented to an agent, a screen popup is displayed containing information based on selected variables. These variables can be information collected from callers or information pulled from the call web services of other systems. Once the information is available in the form of variables, it can be passed to systems agents by the screen popup.

Soft Phone settings in relation to Premier IVR implementation

Case Data is the data that is delivered to the CTI adapter when a call is answered. This data is collected within the IVR or from a back end database lookup via the IVR. The agent uses this data to identify the caller and call purpose.

The screen pop is based on the name of the Case data variable in the ACD page in CX Builder. The Variables prefixed with "cti_" are considered a string based search. The variables prefixed with "id_" are considered a database ID based search.

If more than one variable is displayed with the cti_prefix, all variables with the cti_ prefix are considered for the string based search or for the operation between the variables. If a variable has a null value it is not taken into account and is not displaced in the screen pop.

Important
A case data variable prefixed with id_ is used to perform an id based search in Salesforce. If id_ variable contains a value, then it overrides the softphone layout settings configured in Salesforce.
A case data variable prefixed with cti_ is used to perform a string based search in Salesforce. If cti_ variable contains a value, then softphone layout settings are observed.

Example

If doing a caller ID based lookup, the variable "cti_Phone" must be set in the IVR or if doing an Account based lookup, the variable “id_AccountID” must be set. This drives the soft phone setting.

Toast Data

When there is an incoming interaction, an agent receives a notification on their desktop (a toast or screen pop) that contains data about this interaction. The notification is displayed within the Adapter. The notification contains data about the current interaction. The data contained in the notification is configured by an administrator using the Advanced Options tab on the ACD Page in CX Builder.

Example

An agent handles calls for multiple companies or products. The toast data provides the agent with the company or product name to which the caller wants information. This toast data might also provide the caller's name, or what action within the IVR the caller performed.

Configuring Toast Data

You can use the Advanced Options tab on the ACD Page in CX Builder to define the variables for screen pops.

Adding Toast Data

To add the toast data:

  1. In the Report Settings section of the Advanced Options tab, click Add.
  2. Enter the IVR variable used to pass the toast data value in the Queue Variables field (for example, firstNameLastName).
  3. Enter the display name used to appear in VCC GPlus Adapter for Salesforce in the Desktop Text field (for example, customer Name).
  4. Click Save to keep the settings.

Deleting Toast Data

To delete the toast data:

  1. In the Report Settings section of the Advanced Options tab:
    1. Check the IVR variable that you want deleted.
    2. Click Delete .
    3. Click Save to keep the settings.

Case Data

If an agent is handling an interaction — for example, when an agent answers a call, the call controls display at the top of the main view, and the Case Information view is displayed below the call controls. The Case Information view contains the case data and provides whatever information the agent might need to handle this interaction. This information might include an account number that the caller entered, or any data a back-end database might contain regarding this contact. This data is meant to provide the agent with all of the information that they need to handle the interaction without asking the caller to repeat the information that the caller has already entered while navigating through the IVR.

Case data, like the data in the call notification, is configured by an administrator by using CX Builder.

After an interaction is answered, the agent can specify the interaction disposition by using pre-defined disposition codes. The administrator configures the system so that either disposition codes are mandatory for all agents, or that these codes are not mandatory. Disposition codes can also be displayed as nested drop-down lists. This configuration is done using VCC Dashboard.

Configuring Case Data

You can use the Advanced Options tab on the ACD Page in CX Builder to define the variables for screen pops. Case data is a small pop-up message that shows up in its own box used to display the interaction information to an agent when the interaction is answered or accepted.

Adding the Case Data

To add the case data:

  1. In the Report Settings section of the Advanced Options tab, click Add.
  2. Type the IVR variable that is used to pass the case data value in the Attached Data Key field (for example, userAccountType).
  3. Type the display name that you want to appear in the Display Name field (for example, Skill).
  4. Click Save to keep the settings.

Deleting the Case Data

To delete the case data:

  1. In the Report Settings section of the Advanced Options tab:
    1. Check the IVR variable that you want deleted.
    2. Click Delete .
    3. Click Save to keep the settings.

Configuring All Other Interactions

For all interactions, agents can also use the Reject button (if enabled for your contact center), to reject an incoming interaction and return it to the queue. This feature is configured by an administrator by using VCC Dashboard. CX Analytics reports on rejected calls.

Agents can also use the Notes feature to enter information about the current interaction and store the notes, either as part of the case information in CX Analytics (voice) or as contact history information in Universal Contact Server (email and chat). To add a note, click the Note tab in the call window.

Configuring Disposition and Not Ready Codes

Not Ready reason codes, Disposition codes, After Call Work (ACW) codes, and the Address Book are provisioned using VCC Dashboard.

For more information about configuring these codes, see the VCC Dashboard Help.

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This page was last modified on July 29, 2016, at 02:41.