PopURL

Opens webpage URLs and provides options for the location and styling of the panel that pops the webpage, similar to the Runapp action.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Work Item SMS Digital

For Digital scripts, this action is only supported if your agents use CXone Agent.

Comparison of Similar Actions

The following actions have similar functions, but with some key differences: 

  • Runapp: Initiates custom functionality from the script, specifically launching a form, webpage, or application.
  • PopURL: Opens webpage URLs and provides options for the location and styling of the panel that pops the webpage.
  • Indicate : Extends the agent interface with custom functionality, specifically an icon that the agent clicks to initiate the custom function. This is similar to Runapp, except that with Indicate, the ActionType is initiated by the script rather than the agent.

Runapp with ActionType set to OpenURL is the equivalent to PopURL with PopDestination set to Default. The other functions of PopURL could be re-created with Runapp by changing the panel settings for MAX. However, that would not allow you to have different settings for different skills and agents.

Input Properties

These properties define data that the action uses when executing.

Property

Description

Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

AgentID

The agent receiving the URL pop.
URL

The URL of the page being called. Any page targeted to the contact panel must be configured to allow being displayed in an iframe.

TabTitle

Tab title of the new window.

PopDestination

The location in the UI that the new window will pop. Select from a drop-down:
  • Default: Pops the page to the location specified by each agent's MAX Panels setting. When the agent has Panels set to Off: Screen pops display outside of MAX in a browser. When the agent has Panels set to On, screen pops appear in MAX in the contact panel. To have the page open in MAX, the page must be in iframe format.
  • ContactPanel: Pops the page within the contact panel in MAX. This option overrides the agent's Panels setting in MAX. CXone Agent does not support panels, therefore this option shows the link in the screen pop tab.
  • Popout: Pops the page to an external window. If the page is configured for iframe formatting, it opens in the MAX contact panel, overriding the Popout setting.
  • POSTonly: The URL is sent to MAX, but MAX takes no action with it. A POST subscriber would see the pop event and take action as desired.

PopoutWindowHeight

Pixel height of the popout window.

PopoutWindowWidth

Pixel width of the popout window.

ClosePopoutUponTermination

True or False. Determines if the popped window will close when the contact ends.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.

OnError

Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.