Log into
https://know.genesys.com (Genesys Knowledge Network) with your customer portal credentials. In the top drop-down, click Genesys Cloud or select Dashboard.
Scroll down the dashboard and you should find the tile for the Ideas Lab. Click the button to submit ideas:
Search the Ideas Lab to see if someone has already created an Idea you can vote for (I'm guessing one exists, but I haven't taken time to search for it). If no idea exists, you can create one.
------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------
Original Message:
Sent: 02-21-2020 22:13
From: Naveen Rajan
Subject: Prioritize Screen Pop Script In Agent Interaction View When Answering a Call
Thanks George. This could be an important feature for companies trying to enforce a unified UI for their agents who may need entirely different data based on the number being called, or any other attributes tied to that phone number. A new tab or new window screen pop can be more distracting than the script embedded in the agent's interaction view. Where can I put in an enhancement request?
------------------------------
Naveen Rajan
Auto Anything
Original Message:
Sent: 02-21-2020 08:50
From: George Ganahl
Subject: Prioritize Screen Pop Script In Agent Interaction View When Answering a Call
No, there is no central way to force the agent's view or lock it down to prevent their changing it.
------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-20-2020 18:40
From: Naveen Rajan
Subject: Prioritize Screen Pop Script In Agent Interaction View When Answering a Call
Hi George actually I was able to figure it out. It wasn't clear to me how that "view divider widget" worked. I had clicked and dragged it previously to no avail. Now I see that you press it and the 4 different divider choices show up.
Is there a way to force all agents to choose the setting that you have selected? With contacts and other sections right-justified?
------------------------------
Naveen Rajan
Auto Anything
Original Message:
Sent: 02-20-2020 17:33
From: George Ganahl
Subject: Prioritize Screen Pop Script In Agent Interaction View When Answering a Call
I.m not sure what you are seeing, but the script display depends a lot on how the agent has his view set up.
For example, here is what I see when the view is minimized, allowing the External Contacts section to take up a lot of space:
------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-20-2020 17:13
From: Naveen Rajan
Subject: Prioritize Screen Pop Script In Agent Interaction View When Answering a Call
Here's our current process:
- Caller enters Flow
- Flow has screen pop action => it is a "static" script with only plain text e.g. all it says is "Hello World" (therefore no input variable, url, etc).
- Caller makes it to queue (e.g. in queue flow)
- User is available to interact, phone call comes in
- User answers
- External Contact Profile pops up
- Deselect / or click away from External Contact Profile to see the "Hello World" from the script
Is there any way to prioritize the script for when the user/agent answers the call? We want to eliminate that 7th step. We don't want a new tab or window, and the screen pop script is more flexible (we can even include the profile info in the script).
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
------------------------------
Naveen Rajan
Auto Anything
------------------------------