Genesys Cloud - Main

Hi ,

I am trying to find any example videos or tutorials to design a screen pop for outbound call in preview mode.

The requirement is to show a screen pop for an agent which would have some fields displayed that are part of contact list file uploaded , along with few fields returned by Pega CRM using API call.

Is the recommendation to have this information displayed in the interaction UI or custom screen pop script ?

Also if we intend to use a custom screen pop script with preview timer set, will it show some sort of countdown when the agent is reviewing the case information?

Thank you.

#ArchitectureandDesign

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Best regards,
Aparna
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So, depends on how you are using Genesys with Pega.  They have an Embedded Framework client that works inside the Pega interface that already does a screen pop.  Genesys AppFoundry - Pega Unified Agent Desktop (mypurecloud.com)

If you are not, you would need to run a workflow from a trigger on Event Agent Start and call the API from the workflow through a data action.  

The other would be through a Genesys Script that could kick off a data action as well or just pop a URL on script load.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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