Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Screen pop placement.

    Posted 07-17-2024 21:46
    No replies, thread closed.

    Hello, 

    I'm setting up screen pop that loads a webpage.  I know how to 

    • pop in tab
    • pop in new window, and customizing width and length of the window
    • load the url in a web page component within the agent script

    My questions are : 

    1. is it possible to tell that new window where to pop on the screen?
    2. make that screen pop stay on top on top of all other windows ?

    Thank you!


    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Simon Noel
    ------------------------------


  • 2.  RE: Screen pop placement.

    Posted 07-18-2024 07:26
    No replies, thread closed.

    Hey Simon,

    Looking through the documentation, I don't see a way to choose the screen pop placement or a stay on top option.  Maybe someone else will have an idea on how to achieve this, if not then it maybe worth creating an idea on the Genesys Cloud Product Ideas Lab



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Screen pop placement.
    Best Answer

    Posted 12-02-2024 21:54
    No replies, thread closed.

    Thank you Samuel, I found somewhere someone used a two page script solution.  Flipping through the pages until the call is connected and the generating the screenpop



    ------------------------------
    Simon Noel
    Senior Consultant, Integrations
    ------------------------------

    Original Message


  • 4.  RE: Screen pop placement.

    Posted 12-03-2024 12:45
    No replies, thread closed.

    You are talking about two different things here.  The script in Genesys is always inside of the Genesys UI, but the Open URL has the ability to change size when opening in a new window, but not location.  As for staying on top, I found a few references to ways to do that but may or may not work with your screen pop, but that is outside of Genesys and dependent on what you are popping.  I saw a few add-ins for Edge and Chrome that also can look at a URL and make sure it stays on top. 



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



  • 5.  RE: Screen pop placement.

    Posted 12-03-2024 13:37
    No replies, thread closed.

    Hi Robert, 

    the problem here is that open url is actioned before agents have time to answer a call.  Sometime the screen pop will hide the answer button, or if opened in a new tab will navigate the agent to the new tab.  By delaying the Open URL when the interaction is connected, we can have the agent answer the call, and the screen pop come up to the screen afterward



    ------------------------------
    Simon Noel
    Senior Consultant, Integrations
    ------------------------------

    Original Message


  • 6.  RE: Screen pop placement.

    Posted 12-03-2024 13:46
    No replies, thread closed.

    I would suggest having a landing page on the script that the agent can click a big button that says CONTINUE and that would change the page and do the screen pop.  Alternatively, just embed the URL in the script and don't worry about popping.  If you really need a delay, then use a data action to a web service or the new Customer Code as a Data Action to delay processing before moving onto the screen pop.  All depends on how important that screen pop is.



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

    Original Message


Related Content