Scenarios for Generating Screen Pops and Changing Position

When a position is changed, a message is displayed to the user. If the position is not changed, then no message appears, except in certain error conditions. Application behavior for generating screen pops and changing positions varies for each of the scenarios is described as follows:

• If the agent’s current position matches the screen-pop data, then the screen pop is displayed and the agent’s position is not changed.

• If the agent’s current position does not match the screen-pop data, and the agent has one other position that matches the data, then the screen pop is displayed and the agent’s position is changed.

• If the agent’s current position does not match the screen-pop data, and the agent has more than one position that matches the data, then the screen pop is displayed. The agent’s position is changed to the first position that matches the data, and the agent is allowed to view all data that is defined to be visible for all the agent’s assigned positions.

  The Siebel client allows the agent to view this data by using the VIEW_ALL mode, which ignores organization-visibility rules. A message advises the agent to manually change to a position appropriate for the screen-pop data, so that the agent can subsequently navigate to related records without hindrance.

• If the agent does not have a position that allows the agent visibility to the screen-pop data, then no screen pop is displayed.

• If the business component for a view does not have enough data to determine organization visibility, then the screen pop occurs without restriction. The position is not changed. No error message is displayed.

• Organization-visibility rules for screen pops apply to inbound work items and to transfers and conferences between contact-center users. For inbound work items, the Siebel application always attempts to set the user’s position automatically. For transfers and conferences, the position is set only if the screen-pop view enforces organization visibility.

• When a view has no records displayed, organization-visibility rules do not apply to screen pops for call transfers or conferences.

• When organization visibility is not enforced for a view, organization-visibility rules are not used when changing an agent’s position.

• Multitenancy affects screen pops differently for different views. Siebel application developers, contact-center managers, and end users must understand how this issue relates to screen pops.

  Some views, such as administration views, do not have organization-visibility rules. Some views, such as views whose names include the phrase Across Organizations, allow users to view records for multiple organizations. Organization-visibility rules are applied to screen pops according to the business component data. Verify organization-visibility behavior, changing position manually as needed, for the views involved in your screen pops.