Configuring Screenpops in Application Center Administration

Account administrators can configure pop-up notifications in Application Center Administration. To add a screenpop, an account administrator must configure a screenpop application. The screenpop application is a URL that Avaya Workspaces uses to fill in the screenpop with a website or open the website in the new browser window. When configuring screenpops, account administrators must apply them to one or several existing channels, each channel can have a maximum of five active screenpops. Account administrators can configure screenpops for agents to use different contact center applications.

Account administrators can also configure the screenpop priority and define the interaction state that enables Avaya Workspaces to display the screenpop.

Screenpops widget in Avaya Workspaces

Agents can access an external website configured for a screenpop. Avaya Workspaces displays only those screenpops configured in the Application Center Administration. Avaya Workspaces displays screenpops differently, depending on different settings configured in Application Center Administration.

If an account administrator has enabled the appropriate configuration in Application Center Administration, after accepting the interaction, the screenpop widget does one of the following:

• Opens a new browser window with the configured external website.

• Displays the screenpop widget and opens any external screenpops that are configured.