You can easily customize the pop-up messages shown to the Agent when he receives an inbound call or create new pop-ups setting automatic actions to activate when some specific conditions are met.
Customize existing Pop-Up
In order to add extra information in the lower section (named Extra) of the already existing pop-up you can use the EXTRAVAR system variable (see Variables on how to use it and the full list of variables that can be used):
Choose Set from the Application List (click, drag and drop it), edit Set and select the EXTRAVAR variable:
and insert the VALUE you want to be shown as in the following example:
and the pop-up will appear as the following:
Remember to adopt the proper syntax (see Here) using the EXTRAVAR variable!
Create new Pop-Up
In the following example, when a call is received by the agent the system shows a pop-up message containing information about the caller (e.g. caller number, name and destination queue)
Follow the next step to create your customized pop-up:
- Create a new Template (see Templates on how to create a new one) and define the look and content of the pop-up
- Create a Trigger and associate it to specific conditions and actions:
then specify the actions to perform:
At the end of the configuration steps explained above, when an agent answers a call a pop-up like this will be displayed:
Use the Template functions to insert pictures or to enrich the pop-up look!