Enable Screen Pops for Personal Connection

Required security profile permissionsSkills Edit

For Personal Connection (PC) proactive voice predictive and progressive dialing modes, you can configure the default screen pop experience. It displays all mapped fields in a pre-defined order. You can assign user-friendly names to the selected field names. Each subsequent screen pop uses the same window rather than creating a new window each time. You can enable simple screen pops through Central, but you can also design a custom screen pop in Studio.

If you assign a script to your PC skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge, you cannot use the default screen pop experience. You must create a screen pop experience in the skill's script instead.

You can configure two custom fields that appear in the screen pop.

  1. In the ACD module, click Contact SettingsSkills.

  2. Locate the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to edit. Click the skill to open it.

  3. In the Details tab, click Edit.

  4. In the Screen Pops section, select Use Screen Pops and select a Trigger Event from the drop-down.

  5. Click Done.