Changing Position Manually or Automatically

For the agent to view some data, such as for certain screen pops, the agent’s position must be changed, either manually or automatically. At any time, an agent can manually change the current position in the Siebel application by using the Change Position view in the User Preferences screen.

If the agent is the recipient of a screen pop for an incoming or transferred work item or a conference call, then the agent’s position is changed automatically, as appropriate for the context and for the screen-pop data. When an agent retrieves a paused work item, the original screen pop and position are both restored. As described earlier, the business component determines the organization visibility for the screen-pop data, enabling the agent’s position to be changed, as necessary.

What screen-pop data to display is determined by the current business component, which is specified in the QueryBusComp parameter in the event response. For more information about event responses, see Event Responses.

After an agent’s position has been automatically changed, when a work item is concluded, the agent’s position remains what it was changed to. The agent must manually change the position again if the new current position is not appropriate.