This tab allows to adjust current agent desktop. This section reflects the pieces of data which will appear on your agent's desktop while working a call. Customer data (name, account number) displayed will come from your input file, while call data (phone number, inbound vs outbound) will come from LiveVox. Navigate to Configure > Agent > Agent Desktop > ScreenPop tab.

• Copy data from clipboard - Allows you to define which field is copied on the agent’s clipboard.  Fields are taken from the input file/screen pop and copied to the clipboard. 
• Add - Adds new information field.
• Delete - Deletes selected field.
• Move Up - Moves the selected field up one space.
• Move Down - Moves the selected field down one space.

Data Field Details

When adding a new information field you will be prompted to enter the following information:

• Source - Allows to configure call transactions, file (campaign) based values, Call Flow and Contacts variables and display it to the agent (screenpop).
  • Default - Select the option to display call transactions and file based values.
  • Contact - Select the option to display the configured Contacts manager variables.
  • CallFlow - Select the option to display customer IVR responses or web service calls.
• Key - The database location to display. This location may reference data from the input file or information on the current call.
• Display Name - The descriptive label for the field, shown on agent screen.
• Delimiter - Only necessary for Transformations.
• Position - Only necessary for Transformations (see Unpacking a Transformation on the Desktop).

To save changes, select the Save Agent Desktop button in the bottom right.