Prioritize Screen Pop Script In Agent Interaction View When Answering a Call

Here's our current process:

  1. Caller enters Flow
  2. 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).
  3. Caller makes it to queue (e.g. in queue flow)
  4. User is available to interact, phone call comes in
  5. User answers
  6. External Contact Profile pops up
  7. 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).

Questions about the UI's behavior or general PureCloud configuration are better suited for the PureCloud Community Forum or opening a case with PureCloud Care. This forum is specific to APIs and customizations.

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Any developer who winds up here, the answer was very simple:

https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=2c094747-8af7-47a0-9fd8-fae469330b7e&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer&ReturnUrl=%2Fcommunities%2Fcommunity-home1%2Fdigestviewer%3Fcommunitykey%3Dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4%26tab%3Ddigestviewer

There is unfortunately no way to force all users to use the right-justified column setting for the interaction UI.

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