Required security profile permissions: Skills Edit
When you create a skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge in the platform, the Screen Pops section appears as part of the setup wizard. Screen pops are triggered by specific actions or events, and can be used to display information for the agent, open a separate application, and so forth.
This topic explains how to configure screen pops in the platform. You must also build them into your contact routing scripts using specific Studio actions.
Screen pops are configured during creation or editing of a skill. This task assumes you have already begun that process.
- Select the checkbox for Use Screen Pops. If you want to use default screen pops, skip the remaining steps in this task.
- (Optional): Select the checkbox for Custom Screen Pops. The remaining steps are required if you choose this option
- Select Application or Webpage.
- In the text field, enter either the entire path to the executable if you chose Application or the full URL if you chose Webpage.
