Using Screen Pops; Wrapping Up Contacts - Avaya Interaction Center User Manual

Using Screen Pops

If your contact center has set them up, you may see screen pops, like the one in the following
illustration, when new incoming contacts arrive in your task lists. If you click Yes in a screen pop,
the new contact becomes active. If you are using a Business Application, such as CallCenterQ,
information about that contact is automatically imported into your Business Application.
If you are already responding to a contact when the new contact arrives, and you click No in the
screen pop, Avaya Agent does not display a second screen pop because the new screen pop might
interrupt your current contact. You can manually display a screen pop for the second contact
through the pop-up menu in the Avaya Agent Media pane.
Note: Depending on how your administrator configured your system, you may not see screen
pops.
To perform a manual screen pop for an incoming contact:
1 Click the new contact to make it active.
2 Right-click in any open area of the Avaya Agent.
3 Click Screen Pop in the pop-up menu.
Avaya Agent opens the focus window (for example, the CallCenterQ Agent focus) with
customer information about the incoming contact.

Wrapping Up Contacts

After you complete an incoming voice, email, or chat contact or an Outbound Contact call, your
contact center may require you to wrap up the contact or call by entering information in a WrapUp
dialog box or a Prompter script. The information you enter is added to the contact information in
the database to assist the next agent who handles a contact from that customer. Because each
contact center handles wrap-up information differently, your system administrator determines the
following:
Whether you are automatically placed in the WrapUp state after completing a contact
n
Whether you enter information in a dialog box or click buttons in a script to enter customer and
n
contact information
Whether you must record wrap-up information for every contact
n
Using Screen Pops
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