Specify Screen Pops and Offers
Table of contents
Specify Screen Pops and Offers
Contact Center can "pop" a web page to your Agents when they answer a call. The script page can be any external URL or it can be an Offer, a "telescript" page that is part of the Cloud Contact Center Platform scripting system. Script URLs and Offers are defined as part of a Campaign.
About Offers
Offers are part of the complete scripting system. Offers can be used to provide screen "pops" to Agents, supplying scripts for them to read to callers. Offers can capture caller information and display information from external data sources, such as IVRs and databases. Offers are where Agents can specify disposition codes for the call. A Campaign can have multiple Offers, allowing you to tailor your Agents' activities to specific circumstances and compare Offer variations.
Currently, only Staff can create Offers, but Contact Center Administrators can assign and configure which Offers your Campaigns will use, if any.
To Specify an External Screen Pop URL:
- Select the Routing > Campaigns menu.
- Click the Add New Campaign button or locate an existing Standard Campaign and click its Edit link.
- If creating a new Campaign, follow the steps described in Adding a New Campaign article.
- On the General tab, locate the Script URL field: enter the address of the page to pop to Agents taking calls for this Campaign.
To Specify an Offer:
- Select the Routing > Campaigns menu.
- Click the Add New Campaign button or locate an existing Standard Campaign and click its Edit link.
- If creating a new Campaign, follow the steps described in Adding a New Campaign article.
- Select the Offers tab.
- Click the Add New Offer link.
- Use the Offer drop down menu to select the Offer you wish to assign.
- Repeat steps 4 and 5 to add additional Offers.
- (Optional) Adjust each Offer's additional fields (described below).
- Click Save.
If you are using the scripting system to display Agent Offers, you do NOT need to specify anything in the Script URL field.
Offer Fields
Table 11-1 describes the Offer configuration fields.
| Table 11-1: Offer Configuration Fields | |
| Option | Description |
| Offer | The Offer name. Only Offers belonging to this Program are shown. You can assign multiple Offers to a Campaign. |
| Product Code | Usually supplied by media companies to identify the source of the calls for this Offer. |
| Weight | If you assign more than one Offer to a Campaign, Contact Center distributes calls to those Offers randomly, unless you change the Offerweighting. Weighting sets the probability that an Offer will be used, balanced against the weights of the other Offers in your Campaign. By default, each Offer you assign to a Campaign has an equal chance of being selected to handle an incoming call. If you want a particular Offer to get special consideration, adjust that Offer's weight accordingly. For example, if you have two Offers assigned to a Campaign (Offer A and Offer B), and you want Offer B to be twice as likely as Offer A to get the call, then assign a weight of 2 to Offer B. Setting a weight to zero will cause this Offer to not be used. |
| Start | The date and time this Offer will become active. |
| End | The date and time this Offer will become inactive. |
Working With Offers
| Table 11-2: Offer Controls | |
| If you want to... | ...then do this |
| Change the Offer order | Use the up and down arrows to change the display order of this Campaign's Offers. The order in which Offers are listed has no effect on call routing.
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| Delete an Offer | Use the X widget to delete an Offer from this Campaign. Deleting an Offer from a Campaign does not delete the Offer itself.
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