Screen pop

Screen pop is a mechanism that automatically opens a specific page in Dynamics using existing information or data attached to an incoming interaction. Screen pops assist the agent using Genesys Cloud and Dynamics by "popping" the related page automatically so they do not have to manually search for the page in Dynamics.

• Out-of-the-box screen pop functionality is provided so there is no extra configuration necessary to get screen pops to work after you have InteractionSync installed.

• Custom screen pops can also be configured by applying attributes, or ‘participant data’ to the interaction.

Upon receiving or accepting an inbound interaction, InteractionSync searches for associated entities in Dynamics 365. The corresponding Dynamics record is then displayed, or if nothing is found a new record can be created.

A configured entity displays the customer's contact information, account details, cases related to the account, Leads or notes left by the previous agents about the customer.