Understanding Screen-pop
Incoming interactions can be accompanied with webpages or forms that can provide additional information about the customer and/or the requested service. In this case, as soon as a new interaction is delivered to your desktop, you will see the corresponding webpage/form in the main workspace.
If the interaction is associated with one page or form, it will fully occupy the main workspace. Some types of interactions may be associated with multiple pages/forms. In this case, the pages/forms will be arranged in a multi-tab view. The most relevant page/form will be displayed in the first tab called URL. To see other pages/forms, click the corresponding tabs; such tabs usually have descriptive names. Your system administrator can provide detailed information about the content and purpose of each tab.
Note: Depending on your system configuration, webpages and forms may appear in separate browser windows or tabs instead of the main workspace.
Agent Desktop 2.0 temporarily stores the forms/tabs that you have used while processing the ten most recent interactions. Any such forms/pages will be displayed when you select the corresponding contacts from the Recents tab. If you log out or reload your browser, these forms/pages will no longer be available.