How might we improve the Genesys Knowledge Network?

We want to hear from you.

Screenpop upon call answer rather than on Ringing

When call transferred to an Agent, screenpop URL pop-up comes while ringing. It would be good if the screenpop pop up when the call answered by an agent.


The issue it is creating is - if the agent doesn't answer and goes to the next available agent, the screenpop is left on the first agent when no action is needed from that agent.

  • Satish Pallaotu
  • Feb 21 2020
  • Attach files
  • Clay Tison commented
    25 Feb 02:21pm


    In order to make certain your ideas and feedback are presented to the correct team, please add your ideas to the corresponding Product Ideas Labs as listed below.

    • Genesys Cloud (formerly PureCloud):
    • PureConnect:
    • Genesys Engage (formerly PureEngage):

    Thank you,