In 8x8 Contact Center, screen pop describes the mechanism that enables a third-party CRM to display supplementary information in an HTML page that pops into the 8x8 Contact Center agent's browser.
8x8 Contact Center screen pop directly supports the following CRM applications:
NetSuite: Use Integration > Screen Pop in 8x8 Configuration Manager to specify the NetSuite account ID used to access the NetSuite CRM. The agent email address and password (used to log in) are set in the agent's profile in 8x8 Agent Console.
Salesforce: Configure Integration > Screen Pop in 8x8 Configuration Manager, and set up the external username and password in the agent's profile in 8x8 Agent Console.
Zendesk: Configure Integration > Screen Pop in 8x8 Configuration Manager, and set up the external username and password in the agent's profile in 8x8 Agent Console.
Microsoft Dynamics: Configure Integration > Screen Pop in 8x8 Configuration Manager, and set up the external username and password in the agent's profile in 8x8 Agent Console.
Custom CRM: 8x8 Contact Center allows custom CRM integration. For more information regarding custom CRMs, consult the 8x8 Support team.
Screen Pop Event Types
A screen pop is triggered by events or by steps in the process of handling an interaction. You can configure screen pop for one or more events. There are three events that can cause a screen pop:
Agent is offered an interaction, but has not yet accepted.
Agent accepts an interaction (for example, is connected to a caller).
Agent completes an interaction (for example, hangs up after a call).
Screen Pop Data Exchange
The following sequence must be performed to enable 8x8 Contact Center to transmit a screen pop request to a third-party CRM.
8x8 Contact Center uses the information you entered in the screen pop tab to transmit interaction parameters to the third-party CRM as an HTTP POST message.
The following table summarizes screen pop parameters transmitted by 8x8 Contact Center in HTTP Post message:screen pop parameter
Description
Channel
8x8 Contact Center channel name that received the interaction
Queue
8x8 Contact Center queue name that received the interaction
ANI
For phone channels, the caller's ANI information
Wait Time
The length of time this interaction waited before being accepted by an agent
Event
Interaction statuses: offered, accepted, or completed
Media
8x8 Contact Center phone, voicemail, chat, and email channels
ExtVar1, ExtVar2
Optional CRM-specific variables
The third-party CRM uses the received information to access its database, construct a pop-up message about the interaction, then transmit the pop-up message to 8x8 Agent Console, processing the interaction.