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This setup is where you define when a Screen Pop should be displayed to an Agent based on Channel Object, Call Type, and Event. For example, displaying the customer details like Loans, call history, and other contact numbers to an agent during the call. You can also add channel variables based on which the screen pop is displayed to the agent.

Follow these steps to add a new screen pop scenario:

1. Click + Add Screen pop Scenario button.

2. Select the following fields in the When should screen pop search happen section:

   1. Channel Object - Select a Channel Object from the dropdown list.

   2. Channel Call Type - Select a Channel Call Type from the dropdown list.

   3. Channel Event - Select a Channel Event from the dropdown list.

      Note:

      The values that are displayed in the dropdown list for all the fields are configured in the Channel Section of the Acqueon Workspace Admin application.

To delete any screen pop scenario, click the corresponding Delete icon.

Follow these steps to add a new channel variable to search:

1. Click + Add channel variables to search button.

2. Expand the newly created channel variable to make the following changes:

   1. Select the following fields in the What variable should be used for search section:

      Note:

      You can add channel variables only when all the fields in the When should screen pop search happen section are selected.

      1. Channel Object - Select a Channel Object from the dropdown list.

      2. Channel Group - Select a Channel Group from the dropdown list containing channel types.

      3. Channel Variable - Select a Channel Group from the dropdown list containing channel variables. The values displayed in the dropdown list vary based on the selection of the Channel Group.

         Note:

         The values that are displayed in the dropdown list for Channel Object, Call Type, and Event fields are configured in the Configure Channel Section of the Acqueon Workspace Admin application.

      4. If Null Go To Next Step – Select this checkbox if the values in the Channel Object, Call Type, and Event are Null. You can define variables in the upcoming channel variable to be created. If left unchecked, you will not be able to add channel variables, and the + Add channel variables to search button will be disabled.

      5. Use Expression - Select this checkbox if you want the search parameters to be populated with values from an expression defined in the application. Select the values mentioned below from the dropdown list and enter the required value in the textbox:

         1. Global and Case Insensitive – Select this option to use the expression globally without being case sensitive.

         2. Global - Select this option to use the expression globally.

         3. Case Sensitive - Select this option to use the expression globally with case sensitivity.

         Note:

         The Remove Leading Characters and Remove Trailing Characters checkboxes will be disabled when you select this checkbox.

      6. Remove Leading Characters - Select this checkbox if you want to remove leading characters while searching for channel variables. Enter the characters to be removed in the textbox.
         Example: Removing the country code from a contact number.

      7. Remove Trailing Characters - Select this checkbox if you want to remove trailing characters while searching for channel variables. Enter the characters to be removed in the textbox.
         Example: Removing the unwanted characters at the end of a contact number.

      8. Direct Screen Pop – Select this checkbox if you want the display screen pop with a particular record of a customer directly to the agent.

3. You can add multiple channel variables based on the customer's requirements.

To delete any channel variable, click the corresponding Delete icon.

Click SAVE & NEXT to navigate to the No Match - Prefill page. You can also click SUBMIT & CLOSE to save the changes and close the page.

To navigate the previous process page, click PREVIOUS.