Revision as of 17:36, March 26, 2020

Screen Pop

Screen pop displays a relevant record or a search results list from Salesforce for an Agent to choose when they are performing an inbound, outbound or open media interaction.

You can setup how you want Adapter to select the screen pop record from Salesforce for different type of interactions.

This involves:

Configuring screen pops in Salesforce and
Configuring screen pops in Genesys

Configuring screen pops in Salesforce

To set up this functionality in Salesforce, login and go to Setup > Customize > Call Center > SoftPhone Layouts to create a SoftPhone Layout. Check out the Salesforce documentation for details about configuration.

In general, there are a couple of things to consider when you set up a SoftPhone Layout for Adapter:

The Gplus Adapter for Salesforce ignores the SoftPhone Layout settings that control call-related fields. Instead, Adapter gets this information from toast and case data you configure in the Genesys environment.
Make sure you configure the Screen Pop Settings in the "CTI 2.0 or Higher Settings" section. These settings control whether the screen pop opens in a new window, tab, or Visualforce page.

Configuring screen pops in Genesys

You can configure screen pop settings for calls, chats, emails, and open media interactions from within the Genesys environment. You can also configure how Adapter displays screen pop when a call or chat is transferred or merged in a conference.

How screen pop records are retrieved from Salesforce?

Before you proceed with configuring the screen pop settings, get familiar with how screen pop records are selected and displayed to an agent. This section will help you understand how Adapter determines the matching screen pop record from Salesforce.

Here's the default way Adapter determines what to ask Salesforce to show in the screen pop:

If the UserData for the call has key(s) with the prefix "id_" (such as "id_SalesforceCaseId"), then the first value Adapter finds is sent in the screen pop request to Salesforce.
If the UserData does not include any "id_" keys, Adapter builds a search string using a combination of the ANI or the DNIS, if available, and any UserData values with keys that have the "cti_" prefix (such as "cti_FirstName" or "cti_PhoneNumber"). You can specify whether the search should include the ANI or the DNIS (the number dialed by the caller) by setting the screenpop.include-ani-in-search or screenpop.include-dnis-in-search options. These options are dependent on the Screen Pop Preprocessing Rule specified by the screenpop.preprocessing-rule option.
If there are no "id_" keys, no ANI, no DNIS, and no "cti_" keys, then Adapter doesn't send a screen pop request.

Alternatively, you can configure the expressions Adapter uses to match screen pop UserData keys for the ID and search fields using the screenpop.id-key-regex and screenpop.search-key-regex options, respectively. Note that these options only change the criteria by which keys are matched from UserData. The existing logic and order between ID-based screen pop and search are unchanged (see the bullet points above). If you use these regular expression options to match your own ID key, then you should also make sure to set the screenpop.transfer-object-key so that screen pop works with in-focus page transfers.

Calls

When an agent receives an external call, Adapter initiates a screen pop that causes Salesforce to show an appropriate record for the caller. By default, Adapter initiates the screen pop when the call is established, but you can set the screenpop.on-ringing option to initiate a screen pop when the call is ringing instead. Note that Adapter also initiates screen pop for calls established through Genesys Softphone in Connector mode.

Important

You can also set up screen pops for internal calls with the screenpop.enable-for-internal-calls option and consult calls with the screenpop.enable-for-consult option.

For outbound calls, the screen pop appears immediately after the agent clicks Get Record on the notification. Agent can then choose to make or decline the outbound call. For more information on configuring outbound campaigns, case and toast data, see Outbound campaigns in the Web Services and Applications Configuration Guide.

Integrating Genesys Universal Contact Server (UCS)

You can enable agents to use Team Communicator to call a contact that is stored in the Universal Contact Server (UCS). You can view the detailed contact information from the Contacts tab. For more information, see Enabling Internal Communications in the Web Services and Applications Configuration Guide.

Chats

When an agent receives a chat invite from a user, Adapter initiates a screen pop based on the value set in the screenpop.chat.on-invite option.

When the option's value is set to true, Adapter displays the screen pop on chat invite.
When the option's value is set to false or the option is not available, Adapter displays the screen pop only when you accept the invitation for chat interaction.

Emails

When an agent receives an email invite from a user, Adapter initiates a screen pop based on the value set in the screenpop.email.on-invite option.

When the option's value is set to true, Adapter displays the screen pop on email invite.
When the option's value is set to false or the option is not available, Adapter displays the screen pop only when you accept the invitation for email interaction.

Open Media items

When an agent receives an Open Media invite from a user, Adapter initiates a screen pop based on the value set in the screenpop.openmedia.on-invite option.

When the option's value is set to true, Adapter displays the screen pop on open media invite.
When the option's value is set to false or the option is not available, Adapter displays the screen pop only when you accept the invitation for an open media interaction.

Configuring screen pop by Salesforce object type

You can use the screenpop.object-type option to specify what type of object you want Salesforce to screen-pop. SOBJECT is the default value, other available object types are:

FLOW: Pops to the target flow. The flow is specified by the screenpop.object-type-flow option. Additional arguments can be passed to the flow, for example, the caller’s phone number or a list of matching records. Specify the flow name and "flowArgs", valid flow arguments in JSON format, or the $attach_data_flow_name$ and $attach_data_flowArgs_name$ parameters to take the flow name and arguments from the attached data.
URL: Opens the URL in a new browser or tab. The URL is specified by the screenpop.object-type-url option. Specify the URL or use the $attach_data_key$ parameter to take the URL from the interaction attached data.
OBJECTHOME: Pops to the home of an object or entity, such as a Case or an Account. The object home is specified by the screenpop.object-type-object-home option. Specify the object or the $attach_data_key$ parameter to take the object name from the interaction attached data.
LIST: Pops to the specified list of Salesforce objects, such as Contacts or Accounts. The list is specified by the screenpop.object-type-list option. Specify the user data keys or the $attach_data_list_id$ and $attach_data_list_scope$ parameters to take the List from the interaction attached data.
SEARCH: Pops to the Top Results section of the search page. The search string is specified by the screenpop.object-type-search option. Specify the search string or the $attach_data_search$ parameter to take the string from the interaction attached data.
NEW_RECORD_MODAL: Pops a modal form for creation of a new object, such as Account, Case, Contact, or Lead. The new record modal is specified by the screenpop.object-type-new-record option. Specify the object name or the $attach_data_entityname$ parameter to take the new record type from the interaction attached data.

Configuring screen pops for conference or transfer interactions

When an agent performs a chat conference or transfer, Adapter can update the UserData with the ID of the object the agent is looking at in Salesforce. This makes sure that the agent who receives the conference or transfer gets a screen pop for the most relevant object.

This can be helpful when:

There are multiple matches for a screen pop search initially and the agent has to select between them.
There are no matches for the initial screen pop search and the agent creates a new record.

You can enable this feature by setting the salesforce.enable-in-focus-page-transfer option to true.

When Adapter updates the UserData, any existing UserData keys that begin with "id_" or "cti_" are removed and a new key, called "id_transfer_object", is added with the object ID of the focused page. If the focused page doesn't correspond to a Salesforce object, Adapter does not make an update and the existing UserData is sent with the conference or transfer request.

If you configured your environment to use a key other than "id_" or "cti_" (basically if you need to set the screenpop.id-key-regex option as described in How screen pop records are retrieved from Salesforce?, then you must also set the screenpop.transfer-object-key to your custom key in order for screen pop to work. Adapter will add the key you specify in this option instead of "id_transfer_object".

Attached data

You can configure Adapter to save the ID, name, and type of the focused Salesforce object to attached data when an agent clicks Mark Done. To do this, set salesforce.user-data.object-id-key, salesforce.user-data.object-name-key, and salesforce.user-data.object-type-key to the keys you want Adapter to use when saving the ID, name, and type. Also, make sure the Workspace Web Edition option interaction.case-data.is-read-only-on-idle is set to false.

You should consider setting these options if you want to make sure the ID, name, or type is added to attached data when agents create a new object during a call.

@@ Line 1: / Line 1: @@
-<!-- Creation of the target page -->
+=Screen Pop=
+Screen pop displays a relevant record or a search results list from Salesforce for an Agent to choose when they are performing an inbound, outbound or open media interaction.
+You can setup how you want Adapter to select the screen pop record from Salesforce for different type of interactions.
+This involves:
+* Configuring screen pops in Salesforce and
+* Configuring screen pops in Genesys
+==Configuring screen pops in Salesforce==
+To set up this functionality in Salesforce, login and go to '''Setup > Customize > Call Center > SoftPhone Layouts''' to create a SoftPhone Layout. Check out the {{#Widget:ExtLink|link=https://help.salesforce.com/HTViewHelpDoc?id=cti_admin_phonelayoutscreate.htm&language=en_US|displaytext=Salesforce documentation}} for details about configuration.
+In general, there are a couple of things to consider when you set up a SoftPhone Layout for Adapter:
+* The Gplus Adapter for Salesforce ignores the SoftPhone Layout settings that control call-related fields. Instead, Adapter gets this information from [[Documentation:HTCC:IWWDep:OutboundContact|toast and case data]] you configure in the Genesys environment.
+* Make sure you configure the '''Screen Pop Settings''' in the "CTI 2.0 or Higher Settings" section. These settings control whether the screen pop opens in a new window, tab, or Visualforce page.
+==Configuring screen pops in Genesys==
+You can configure screen pop settings for calls, chats, emails, and open media interactions from within the Genesys environment. You can also configure how Adapter displays screen pop when a call or chat is transferred or merged in a conference.
+{{AnchorDiv|screenpoplogic}}
+=== How screen pop records are retrieved from Salesforce? ===
+Before you proceed with configuring the screen pop settings, get familiar with how screen pop records are selected and displayed to an agent. This section will help you understand how Adapter determines the matching screen pop record from Salesforce.
+Here's the default way Adapter determines what to ask Salesforce to show in the screen pop:
+* If the UserData for the call has key(s) with the prefix "id_" (such as "id_SalesforceCaseId"), then the first value Adapter finds is sent in the screen pop request to Salesforce.
+* If the UserData does not include any "id_" keys, Adapter builds a search string using a combination of the ANI or the DNIS, if available, and any UserData values with keys that have the "cti_" prefix (such as "cti_FirstName" or "cti_PhoneNumber"). You can specify whether the search should include the ANI or the DNIS (the number dialed by the caller) by setting the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-include-ani-in-search|screenpop.include-ani-in-search}} or {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-include-dnis-in-search|screenpop.include-dnis-in-search}} options. These options are dependent on the Screen Pop Preprocessing Rule specified by the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-preprocessing-rule|screenpop.preprocessing-rule}} option.
+* If there are no "id_" keys, no ANI, no DNIS, and no "cti_" keys, then Adapter doesn't send a screen pop request.
+Alternatively, you can configure the expressions Adapter uses to match screen pop UserData keys for the ID and search fields using the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-id-key-regex|screenpop.id-key-regex}} and {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-search-key-regex|screenpop.search-key-regex}} options, respectively. Note that these options only change the criteria by which keys are matched from UserData. The existing logic and order between ID-based screen pop and search are unchanged (see the bullet points above). If you use these regular expression options to match your own ID key, then you should also make sure to set the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-transfer-object-key|screenpop.transfer-object-key}} so that screen pop works with in-focus page transfers.
+=== Calls ===
+When an agent receives an external call, Adapter initiates a screen pop that causes Salesforce to show an appropriate record for the caller. By default, Adapter initiates the screen pop when the call is established, but you can set the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-on-ringing|screenpop.on-ringing}} option to initiate a screen pop when the call is ringing instead. Note that Adapter also initiates screen pop for calls established through Genesys Softphone in Connector mode.
+{{NoteFormat|You can also set up screen pops for internal calls with the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-enable-for-internal-calls|screenpop.enable-for-internal-calls}} option and consult calls with the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-enable-for-consult|screenpop.enable-for-consult}} option.}}
+For outbound calls, the screen pop appears immediately after the agent clicks '''Get Record''' on the notification. Agent can then choose to make or decline the outbound call. For more information on configuring outbound campaigns, case and toast data, see [[Documentation:HTCC:IWWDep:IntOutboundCampaigns|Outbound campaigns]] in the Web Services and Applications Configuration Guide.
+====Integrating Genesys Universal Contact Server (UCS)====
+You can enable agents to use Team Communicator to call a contact that is stored in the Universal Contact Server (UCS). You can view the detailed contact information from the '''Contacts''' tab. For more information, see [[Documentation:HTCC:IWWDep:EnablingComms|Enabling Internal Communications]] in the Web Services and Applications Configuration Guide.
+=== Chats ===
+When an agent receives a chat invite from a user, Adapter initiates a screen pop based on the value set in the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-chat-on-invite|screenpop.chat.on-invite}} option.
+* When the option's value is set to <tt>true</tt>, Adapter displays the screen pop on chat invite.
+* When the option's value is set to <tt>false</tt> or the option is not available, Adapter displays the screen pop only when you accept the invitation for chat interaction.
+=== Emails ===
+When an agent receives an email invite from a user, Adapter initiates a screen pop based on the value set in the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-email-on-invite|screenpop.email.on-invite}} option.
+* When the option's value is set to <tt>true</tt>, Adapter displays the screen pop on email invite.
+* When the option's value is set to <tt>false</tt> or the option is not available, Adapter displays the screen pop only when you accept the invitation for email interaction.
+===Open Media items ===
+When an agent receives an Open Media invite from a user, Adapter initiates a screen pop based on the value set in the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-openmedia-on-invite|screenpop.openmedia.on-invite}} option.
+* When the option's value is set to <tt>true</tt>, Adapter displays the screen pop on open media invite.
+* When the option's value is set to <tt>false</tt> or the option is not available, Adapter displays the screen pop only when you accept the invitation for an open media interaction.
+{{AnchorDiv|ScreenPopType}}
+==Configuring screen pop by Salesforce object type==
+You can use the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-object-type|screenpop.object-type}} option to specify what [[GPAConfig#ObjectType|type of object]] you want Salesforce to screen-pop. SOBJECT is the default value, other available object types are:
+* FLOW: Pops to the [https://developer.salesforce.com/developer-centers/lightning-flow/ target flow]. The flow is specified by the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-object-type-flow|screenpop.object-type-flow}} option. Additional arguments can be passed to the flow, for example, the caller’s phone number or a list of matching records. Specify the flow name and "flowArgs", valid flow arguments in JSON format, or the <tt>$attach_data_flow_name$</tt> and <tt>$attach_data_flowArgs_name$</tt> parameters to take the flow name and arguments from the attached data.
+* URL: Opens [https://developer.salesforce.com/docs/component-library/bundle/force:navigateToURL/documentation the URL] in a new browser or tab. The URL is specified by the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-object-type-url|screenpop.object-type-url}} option. Specify the URL or use the <tt>$attach_data_key$</tt> parameter to take the URL from the interaction attached data.
+* OBJECTHOME: Pops to the [https://developer.salesforce.com/docs/component-library/bundle/force:navigateToObjectHome/documentation home of an object or entity], such as a Case or an Account. The object home is specified by the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-object-type-object-home|screenpop.object-type-object-home}} option. Specify the object or the <tt>$attach_data_key$</tt> parameter to take the object name from the interaction attached data.
+* LIST: Pops to the [https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_listview.htm specified list] of Salesforce objects, such as Contacts or Accounts. The list is specified by the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-object-type-list|screenpop.object-type-list}} option. Specify the user data keys or the <tt>$attach_data_list_id$</tt> and <tt>$attach_data_list_scope$</tt> parameters to take the List from the interaction attached data.
+* SEARCH: Pops to the Top Results section of the [https://help.salesforce.com/articleView?id=search_unified_results.htm&type=5 search page]. The search string is specified by the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-object-type-search|screenpop.object-type-search}} option. Specify the search string or the <tt>$attach_data_search$</tt> parameter to take the string from the interaction attached data.
+* NEW_RECORD_MODAL: Pops a [https://developer.salesforce.com/docs/component-library/bundle/force:createRecord/documentation modal form] for creation of a new object, such as Account, Case, Contact, or Lead. The new record modal is specified by the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-object-type-new-record|screenpop.object-type-new-record}} option. Specify the object name or the <tt>$attach_data_entityname$</tt> parameter to take the new record type from the interaction attached data.
+==Configuring screen pops for conference or transfer interactions==
+When an agent performs a chat conference or transfer, Adapter can update the UserData with the ID of the object the agent is looking at in Salesforce. This makes sure that the agent who receives the conference or transfer gets a screen pop for the most relevant object.
+This can be helpful when:
+* There are multiple matches for a screen pop search initially and the agent has to select between them.
+* There are no matches for the initial screen pop search and the agent creates a new record.
+You can enable this feature by setting the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:salesforce-enable-in-focus-page-transfer|salesforce.enable-in-focus-page-transfer}} option to <tt>true</tt>.
+When Adapter updates the UserData, any existing UserData keys that begin with "id_" or "cti_" are removed and a new key, called "id_transfer_object", is added with the object ID of the focused page. If the focused page doesn't correspond to a Salesforce object, Adapter does not make an update and the existing UserData is sent with the conference or transfer request.
+If you configured your environment to use a key other than "id_" or "cti_" (basically if you need to set the '''screenpop.id-key-regex''' option as described in [[ScreenPop#screenpoplogic|How screen pop records are retrieved from Salesforce?]], then you must also set the {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:screenpop-transfer-object-key|screenpop.transfer-object-key}} to your custom key in order for screen pop to work. Adapter will add the key you specify in this option instead of "id_transfer_object".
+==Attached data==
+You can configure Adapter to save the ID, name, and type of the focused Salesforce object to attached data when an agent clicks '''Mark Done'''. To do this, set {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:salesforce-user-data-object-id-key|salesforce.user-data.object-id-key}}, {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:salesforce-user-data-object-name-key|salesforce.user-data.object-name-key}}, and {{Optionslink|link=Options:Genesys_Web_Services:crm-adapter:salesforce-user-data-object-type-key|salesforce.user-data.object-type-key}} to the keys you want Adapter to use when saving the ID, name, and type. Also, make sure the Workspace Web Edition option {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:interaction-case-data-is-read-only-on-idle}} is set to <tt>false</tt>.
+You should consider setting these options if you want to make sure the ID, name, or type is added to attached data when agents create a new object during a call.
+[[Category:V:HTCC:9.0.0]]