Populate Wrap Up Parameters Automatically

You can now receive wrap up data including standard attributes as well as user-defined attributes from the toolbar. You must expose these in the Create Wrap Up page to pre-populate these fields for the agent. This topic describes how to configure a wrap up screen pop pages Configuring a wrap up screen pop page includes the following steps:

1. Creating a token

2. Mapping a page

3. Defining rules

To configure a wrap up screen pop page:

1. Sign in to Oracle Cloud applications as a Service Administrator.

2. Navigate to Setup and Maintenance.

3. Click the Setup drop-down list and select Service.

4. Select the Communication Channels functional area, and then select Manage Screen Pop Configuration task.

The Screen Pop Configuration page is displayed.

Create a Wrap Up Token

To create a wrap up token:

1. Click the Tokens tab.

   Tokens tab lists standard and user-defined tokens. The standard or the predefined tokens cannot be modified or deleted.

2. Click the User-Defined Tokens tab.

3. To add a token, click the add icon.

   A token consists of the following details:

   • Name: Any alphanumeric value that represents the token

   • Token Code: Unique code that's used to represent a token

   • Description: String to provide extra information about the token

   • Object Name: Business object to which the token is associated. Select Wrap Up from the drop-down list.

   • Object Attribute: Attribute of the wrap up business object that's associated with the token. Object Attribute is an optional value.

4. Specify the values for the token and click Save.