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. In order to display non-translatable fields you must unpack the single field and choose the position it was stored in. To utilize this transformed field:
- Select Add from the ScreenPop tab.
- You will be presented with the Add Entry screen. Click on the Key drop down and select your field.
- Assign a Display Name (what will show on agent's desktop).
- Choose Delimiter as | Vertical bar.
- Select Position and type in 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.
- Select Save Agent Desktop.