You can add events using the Properties tab > Configure option or you can manually add events and set conditions.

When you set conditions from the Configure option, the conditions appear above the page.

To set conditions manually:

  1. Click the New button.
    The Event Properties window appears.

  2. Specify values in the fields, as required. For detailed information, see the Events Fields section below

  3. Click Save.
    The event is created, and it appears on the Director subtab.

  • You can modify an event by using the pencil iconedit icon next to the event.
  • You can add another condition to an event by using the plus iconadd icon next to the event.
  • You can add another action to a condition by using the plus iconadd icon next to the condition.
  • If you do not want a condition to be enabled for an event, select the checkbox in the Stop column, next to the event.
  • You can delete an event, condition, or action by using the close icondelete icon.

Event Fields

The following table describes the fields that appear in the Event Properties window (when creating an event).

SectionFieldDescription
Event

Event Type

The type of event.

This field contains the following options:

  • SYSTEM: Event initiated by the system (automatic).
  • USER: Event initiated by an agent (manual).
System Events

The type of system event (for example, when an agent is on call or when an agent is ready to interact with your customers).

This field appears when the value in the Event Type field is SYSTEM.

If the Event Type is System, you can trigger the following events:

  • Disposition: You can trigger an event to navigate to a particular page. 
  • In Call: An event is triggered when an agent is on a call. For example, if the agent's status is in-call, an event is triggered to open an accounts page.
  • Login: When you create an Event Type of Login, it enables you to trigger an action based on a login event in the agent window. 
  • Log off: When you create an Event Type of Log off, it enables you to trigger an action based on a Log off event in the agent window. 
  • Not Ready: If the agent status is Not Ready, you can create an event to move to a source page.
  • Ready: If the agent status is Ready, you can create an event to navigate to a source page.
  • Wrap-Up: You can create an event for an agent if the agent wants to log off. 

You can create an Action Type for all the System Events and include an API to support an event.


Source Page

The page from which you want the event to be initiated.

This field contains the names of the pages that are created for the Designer Desktop.

Components

The section of the agent desktop from which you want the event to be initiated.

  • This field appears when the value in the Event Type field is USER.
  • The field contains the names of the sections that are added to the selected source page.
User Event

The event initiated by an agent based on which you want an action to be triggered.

This field appears when the value in the Event Type field is USER.

Condition

The criteria based on which you want an action to be triggered.

You can add, modify, or delete a criterion by using the Edit button.

ActionsAction Type

The type of action that you want to result from the event.

This field contains the following options:

  • FUNCTION CALL: Calls a function.
  • PAGE TRANSITION: Displays a page.
  • COMPONENT LOAD: Displays a section created in the Designer Desktop.
  • POP URL: Displays an event (User and System) that opens a section, page, or an external webpage on a new browser tab, or you can trigger an event to update the information in the existing browser by enabling the Open in same browser option. This eliminates the need to manage multiple windows or tabs, streamlining the agent's interaction with the information.
  • Push URL: Displays an event (User and System) that opens a section, page, or an external webpage. After opening the page on the agent's desktop, the page is updated with the current information if the event is triggered again.
API

The API whose method you want to be called.

  • This field appears when the value in the Action Type field is FUNCTION CALL or POP URL.
  • The field contains the names of the APIs from the Functions Library tab. 
Method

The API method that you want to be called.

This field appears when the value in the Action Type field is FUNCTION CALL.

Target Component

The section of the agent desktop that you want to be displayed when the action occurs.

  • This field appears when the value in the Action Type field is FUNCTION CALL or COMPONENT LOAD.
  • The field contains the names of the pages created for the designer desktop, along with their sections.
Target Page

The page that you want to be displayed when the action occurs.

  • This field appears when the value in the Action Type field is PAGE TRANSITION.
  • The field contains the names of the pages created for the designer desktop.
URL API

The API method that you want to be called.

  • This field appears when the value in the Action Type field is POP URL.
  • The field contains the names of the API methods from the Function Library tab.