Fields from the input file that should be displayed on the agent desktop must be stored in translatable DB fields or utilize the set_extra_from_multiple_source transformation to pack multiple non-translated fields into a translatable field. Instructions for setting up a transformation or confirming certain fields that can be displayed can be found in the create transformation section. To display non-translatable fields you must unpack the single field and choose the position it was stored in. To utilize this transformed field:
- Navigate to Configure > Agents > Agent Desktop > ScreenPop tab.
- Click the Add button from the ScreenPop tab. The Add Entry pop-up appears.
- Select the source of the Key field from the Source drop-down list. The following options are available: Default, Contact, and Contact Flow.
- Click on the Key drop-down list and select your field.
- Assign a Display Name (that will be displayed on the agent's desktop).
- Choose Delimiter as | Vertical bar.
- Select Position and enter the numerical location of your specific field within the transformed DB location where the first position begins at 0 and increments from there.
For example, in the transformed group:
CUSTOM_1,CUSTOM_2,CUSTOM_3,CUSTOM_4,CUSTOM_5,CUSTOM_7,CUSTOM_8; the CUSTOM_1 is position 0; CUSTOM_2 is position 1; CUSTOM_3 is position 2; CUSTOM_4 is position 3 and so on. - Click the Save Agent Desktop button from the bottom of the screen.