Configure desktop item events
The Desktop Manager Event Configuration page allows you to control how Workforce Optimization responds when users access websites and applications. You can configure one or more events for any desktop item on the Desktop Manager page. These events are triggered by Smart Desktop on the agent’s computer at run time.
NOTE See Workforce Optimization Pause and Resume for information on using desktop item events for Workforce Optimization initiated automatic pause and resume functionality in Workforce Optimization integrations. Workforce Optimization initiated automatic pause and resume using desktop item events is not available for all integrations.
An event consists of the following components:
Start trigger |
What the user does that starts the system action |
System action |
What Smart Desktop does when the Start Trigger happens |
Action duration |
How long before a stop action happens automatically instead of by a stop trigger |
Stop trigger |
(optional) What the user does that stops the system action |
Stop action |
(optional) What Smart Desktop does when the Stop Trigger happens |
When you play back a call associated with an event in the Media Player, the event is highlighted in yellow in the Media Player’s Desktop panel and in Agent Explorer.
Smart Desktop does not track new or updated desktop events until one of the following happens:
- A user logs in or out of Smart Desktop.
- You click Push Configuration on the Desktop Manager page.
- A daily refresh occurs (by default, a random time between 4:00 and 4:30 AM).
Page location
Application Management > Analytics > Desktop Manager > Add Event
Procedures
Create a new desktop item event via the Desktop Manager page
- On the Desktop Manager page, select the desktop item to which you want to add an event.
- Click Add Event to open the Desktop Manager Event Configuration page.
- Select Create a new event.
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(For applications only) In the Event Type section, choose the type of event you want to create.
- Desktop event—The start trigger for the event is something that a user does in an application.
- Automated event—The start trigger for the event is an RTP signal that Workforce Optimization automatically detects. For more information about RTP signaling, see Configure QM global settings.
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In the Event Name field, enter a name that clearly identifies the event.
IMPORTANT Each event in Desktop Manager must have a unique name.
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In the Start Event Trigger drop-down list, select the trigger that initiates the event. The triggers listed vary based on whether the desktop item is an application or a website.
NOTE Using multiple methods of triggering pause and resume (such as Recording Controls, web events, APIs, and third-party signaling) at the same time can result in unpredictable behavior. To avoid these issues, use only one method on a call at a time.
Application (desktop event) Trigger Description Program gets focus
The application window or dialog box has the keyboard focus.
Program loses focus
The keyboard focus ends for the application window or dialog box.
Create
A window or dialog box for the application is created. You can use Create to indicate when an application is started if you specify the top-level window title as the window text.
Destroy
A window or dialog box is destroyed. You can use Destroy to indicate when an application is closed if you specify the top-level window title as the window text. If multiple instances of the same application are running, closing one instance will generate this event, but the other instances will continue running.
Click on text field
The user performs an action that gives keyboard focus to a text field in the application.
Click out of text field
The user performs an action that removes the keyboard focus for a text field in the application.
Button click
The user clicks a button in the application.
Title change
The title of the window changes.
Application (automated event) Trigger Description RTP call starts
Workforce Optimization detects an inbound or outbound RTP signal.
RTP call stops
Workforce Optimization no longer detects an inbound or outbound RTP signal.
Website Trigger Description Click on text field
The user performs an action that gives keyboard focus to a text field on a web page.
Click out of text field
The user performs an action that removes the keyboard focus for a text field on a web page.
Request website
The user navigates to the URL specified in the trigger details.
Page makes background request
The URL specified in the trigger details sends an XHR.
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In the Start Trigger Details section, enter the details that define which applications or websites set off the start trigger.
Application Item Description Window title
The name of the window or dialog box associated with the event.
NOTE This field is not case sensitive. However, the text must match the name of the window or dialog box for the event trigger to succeed.
BEST PRACTICE Do not specify a window that contains variable text.
NOTE If you leave this field blank, any window in the associated application can trigger the event unless the trigger is a title change. For title change triggers, this field must contain text.
Button
The name of the button associated with the event.
NOTE Users must use their mouse to click the button to trigger an event. Workforce Optimization does not recognize the trigger if a user uses a key on their keyboard. For example, a user must click the Save button, not use the key combination Ctrl+S.
Field
The field that triggers the system action when a user clicks on or out of it. The field must be configured in the Field Manager (see Identify website fields to be tracked by Analytics). Used with the “Click on text field” and “Click out of text field” triggers only.
Website Item Description URL
The path for the website that is associated with the event. Enter the part of the URL that comes after the hostname.
EXAMPLE If the website’s full URL is http://www.example.com/website/page, enter /website/page.
BEST PRACTICE Always enter the resolved address of the website.
Users frequently use shortcuts when entering a URL in their browser’s address field. The browser uses DNS or some other service to resolve the address and will display the resolved address in the address field (the address includes the omitted “www” or “http,” for example).
NOTE When you enter the resolved address in this field, Workforce Optimization automatically triggers an event when a user enters a shortcut for the resolved address.
If an agent accesses a website and the page for that website is cached, then no request goes through Smart Desktop. In this instance, Workforce Optimization cannot hit any triggers for the website and will not display the website’s URL.
Field
The field that triggers the system action when a user clicks on or out of it. The field must be configured in the Field Manager (see Identify website fields to be tracked by Analytics). Used with the “Click on text field” and “Click out of text field” triggers only.
- In the Start System Action section, click Add to add the actions that occur when a start trigger happens. You can configure more than one action for a trigger. When more than one action is used, the actions are treated as operands evaluated with a logical AND. See Add a system action for how to add actions and descriptions of the actions available.
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In the Action Duration section, enter the length of time (in seconds) before a configured stop action happens automatically instead of by a stop trigger. The maximum duration you can set is 3,600 seconds. If you set a value in this section, you must also configure one or more stop actions.
NOTE If you set the duration to zero seconds, the stop action will never happen automatically.
- (Optional) In the Stop Event Trigger drop-down list, select the trigger that ends the event. The triggers listed vary based on whether the desktop item is an application or a website. See Step 6 above for descriptions of the available triggers.
- If you selected a stop event trigger, configure the Stop Trigger Details section. See Step 7 above for descriptions of the details fields.
- (Optional unless you configured an action duration) In the Stop System Actions section, add the actions that occur when a stop trigger happens. You can configure more than one action for a trigger. When more than one action is used, the actions are treated as operands evaluated with a logical AND.
- Click Save. The event is saved, and the fields on the page clear so you are ready to add another event to the desktop item. If you are done adding new events, click Cancel to return to the Desktop Manager page.
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In the Start System Actions or Stop System Actions field, select the action you want to occur when a trigger happens. These actions are described in the table below.
Action Description Make available in Analytics
Displays the event in Agent Explorer. Workforce Optimization displays events in Agent Explorer even if you do not select this trigger.
Pause recording
Temporarily halts any audio or screen recording occurring on the agent’s desktop. A “Pause recording” system action does not affect Live Screen Monitoring.
Resume recording
Restarts audio and screen recording after a “Pause recording” action.
Access a website
Navigates to the website that you enter in the Start Request URL field.
Scrape metadata
Searches for a field you have marked with the application field marker, then attaches any text in that field as custom metadata to the active call. If no call is active, Workforce Optimization attaches this metadata to the most recent call.
Add to custom metadata
(“Click on text field” and “Click out of text field” triggers only) Attaches the text in a field that you designate in the Field section of the Start or Stop Trigger Details as custom metadata to the active call. If no call is active, Workforce Optimization attaches this metadata to the most recent call.
Start segment
Starts a new recording and deletes any previous portion of the recording. On the Recording Controls page, this action is called Segment and Delete (see Record on demand).
Stop segment
Starts a new recording and keeps any previous portion of the recording as a separate recording. On the Recording Controls page, this action is called Segment and Save (see Record on demand).
Associate segment
Starts a new recording and associates it with the previous recording.
Tag contact
Applies the Tagged reason to the active call. If no call is active, Workforce Optimization applies this reason to the most recent call.
Start screen recording
Starts a screen-only recording.
Stop screen recording
Stops a screen-only recording.
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Depending on your action choice, you might need to complete one or more of the other fields. If the field is disabled, it is not required for your chosen action.
- Windows Field—This drop-down list is populated with fields configured on the Field Manager page.
- Metadata Field—This drop-down list is populated with metadata configured on the Metadata Manager page.
- Start (or Stop) Request URL—Enter a website URL. Smart Desktop makes a GET request to this URL.
- If you want to add another action, click Add and repeat steps 1 and 2.
Create a pause-and-resume event via HTML
If you control the page where recording should pause and resume, you can create pause and resume triggers as HTML events. This method is especially helpful for pages where the Provider browser extension might not get field-level events, such as pages customized with Salesforce Lightning components.
IMPORTANT Do not combine HTML event triggers with other pause-and-resume methods.
- Add these commands to elements that should trigger pause and resume when agents interact with them:
- document.dispatchEvent(new CustomEvent('CALABRIO_PAUSE'))
- document.dispatchEvent(new CustomEvent('CALABRIO_RESUME'))
Overlapping events
Do not configure events that frequently overlap each other. When multiple events do overlap, remember the following points:
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Multiple runs of the same event will not overlap.
EXAMPLEAn event named “PCI Compliance” has the following configuration:
- Start Trigger—Agent clicks in the credit card field.
- Start Action—Smart Desktop stops recording.
- Event Duration—Thirty minutes (in seconds)
- Stop Trigger—Agent clicks in the address field.
- Stop Action—Smart Desktop starts recording.
In this event, it is possible for the agent to click in and out of the credit card field several times before clicking in the address field. However, new runs of the PCI Compliance event do not start every time the agent clicks in the credit card field. The PCI Compliance event runs only the first time.
- Each event trigger can be viewed independently. When any event is triggered, the actions associated with the event are performed.
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If more than one event that uses a pause or a resume action is triggered at the same time (that is, they overlap each other), the first start trigger automatically starts the event, the first stop trigger stops all overlapping events, and the following triggers are ignored.
EXAMPLE An agent clicks a field that is set as a pause action and then clicks in another field that is also set as a pause action. The second pause action is ignored. Likewise, the pause events that these actions triggered will end the first time the agent clicks a field that is set as a resume action. The second resume action is ignored.
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