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| − | <translate>= How to Display Searchable Call List Columns in Activity Forms =
| + | #REDIRECT [[Tutorials-for-admins/Forms/Exercises]] |
| − | For call centers that conduct [[Contact-center-administrator-guide/ServicesandCampaignsOverview|calling campaigns]], it is often desirable to display some of the data from [[contact-center-administrator-guide/Lists|calling list records]] in the agents’ [[Contact-center-administrator-guide/ActivityTab#Enable_screenpop_activity_form|screenpop activity form]]. In this article, you will learn how to display searchable calling list columns in activity forms in Agent Desktop
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| − | [[File:01-Calling-List-Results-Agent-Desktop-53.png|800px|thumb|center|Searchable call list records in Agent Desktop]] | |
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| − | == Prerequisites ==
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| − | Note that you should have familiarity with configuring forms. For more information, see the ''Form Builder Guide'', section [[Form-builder-reference-guide/FormBuilderOverview|Form Builder Overview]].
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| − | == Procedure ==
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| − | === Step 1: Create a Call List with Searchable Fields ===
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| − | To begin, you will need to create and upload a calling list in section [[Contact-center-administrator-guide/Lists#List_Import|Lists]]. In the list import wizard, Fields screen, list columns must be marked as [[Contact-center-administrator-guide/Lists#Fields_screen|searchable]]. '''Note''': Call list fields cannot be marked as searchable after they have been uploaded, so it is very important not to miss this step!
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| − | [[File:02-Calling-List-Searchable-Fields-53.png|650px|thumb|center|Mark the appropriate fields as "Searchable"]]
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| − | === Step 2: Connect the Call List to a Campaign ===
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| − | After creating your call list, you will need to associate it with a [[Contact-center-administrator-guide/ServicesandCampaignsOverview|campaign]]. This can be done in section Lists by clicking '''add''' in the ''Campaigns'' setting.
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| − | [[File:Calling-List-Connect-to-a-Campaign-53.PNG|650px|thumb|center|A call list connected to a campaign]]
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| − | === Step 3: Create Custom Activity History Fields ===
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| − | Next, you will need to create custom Activity History fields. This is done in section [[Contact-center-administrator-guide/CustomFields#Activity_History|Custom Fields > Activity History]]. '''Note''': When configuring your custom fields, make sure to mark them as [[Contact-center-administrator-guide/CustomFields#Searchable_4|searchable]], otherwise they will not show up in a search.
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| − | [[File:03-Custom-Fields-Activity-History-53.png|650px|thumb|center|Create custom Activity History fields]]
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| − | === Step 4: Create an Activity Form Containing the Custom Activity History Fields ===
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| − | Next, you will need to create an [[Contact-center-administrator-guide/ActivityForms|activity form]] that includes the custom Activity History fields. To do this, add a control to a form that contains the [[Form-builder-reference-guide/Text#Data_field|data field]] configuration option (e.g., [[Form-builder-reference-guide/Text|text]], [[Form-builder-reference-guide/PhoneNumber|phone number]], [[Form-builder-reference-guide/Checkbox|checkbox]], etc.). From the data field, you can select the custom Activity History field; taking this action maps the custom Activity History fields to the activity form fields the agents will work with.
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| − | [[File:04-Custom-Fields-Activity-History-in-Activity-Form-53.png|650px|thumb|center|Add the custom Activity History fields to the form]]
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| − | === Step 5: Define Search Grid Columns ===
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| − | Back in section [[Contact-center-administrator-guide/ActivityForms|Forms > Activity]], you will need to configure [[Contact-center-administrator-guide/ActivityForms#Search_grid_columns|"Search grid columns"]]; this setting is where you define what activity form fields are searchable when the activity form pops. Additionally, you may choose how the search results are displayed (e.g., ascending, descending, etc.).
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| − | [[File:Search-Grid-Columns-53.PNG|650px|thumb|center|Configuring "Search grid columns"]]
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| − | === Step 6: Enable Screenpop for the Activity Form ===
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| − | In section [[Contact-center-administrator-guide/ActivityTab|Services & Campaigns > Activity tab]], you will need to configure the setting [[Contact-center-administrator-guide/ActivityTab#Enable_screenpop_activity_form|"Enable screenpop activity form"]]. Click the '''add/edit''' button to select the activity form you created. This setting allows the form you created to pop to the agent during an interaction.
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| − | [[File:06-Enable-Screenpop-Form-53.PNG|650px|thumb|center|Enable screenpop for the activity form]]
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| − | === Step 7: Map the Custom Activity History Fields to the Call List Fields ===
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| − | The final step in the procedure is the most important: connect the call list fields to the custom Activity History fields. Also located in section [[Contact-center-administrator-guide/ActivityTab|Services & Campaigns > Activity tab]], you will configure the setting [[Contact-center-administrator-guide/ActivityTab#Pre-fill_form_fields_from_the_following_lists|"Pre-fill activity history custom fields from the following lists"]]. Clicking the '''Edit''' button opens a menu where you can map the call list columns to the custom Activity History fields.
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| − | [[File:Pre-Fill-Activity-History-Custom-Fields-From_List-53.PNG|650px|thumb|center|Map the form fields to the call list fields]]
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| − | </translate>
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