Configure desktop item events

The Desktop Manager Event Configuration page allows you to control how Calabrio ONE 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 Calabrio ONE Pause and Resume for information on using desktop item events for Calabrio ONE initiated automatic pause and resume functionality in Calabrio ONE integrations. Calabrio ONE 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
The agent clicks in the Credit Card Number field.

System action

What Smart Desktop does when the Start Trigger happens
Smart Desktop stops audio and screen recording.

Action duration

How long before a stop action happens automatically instead of by a stop trigger
Smart Desktop restarts audio and screen recording one minute after the agent clicks in the Credit Card Number field.

Stop trigger

(optional) What the user does that stops the system action
The agent clicks out of the Credit Card Number field.

Stop action

(optional) What Smart Desktop does when the Stop Trigger happens
Smart Desktop restarts audio and screen recording.

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

  1. On the Desktop Manager page, select the desktop item to which you want to add an event.
  2. Click Add Event to open the Desktop Manager Event Configuration page.
  3. Select Create a new event.

  4. (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 Calabrio ONE automatically detects. For more information about RTP signaling, see Configure QM global settings.

  5. In the Event Name field, enter a name that clearly identifies the event.

    IMPORTANT   Each event in Desktop Manager must have a unique name.

  6. 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

    Calabrio ONE detects an inbound or outbound RTP signal.

    RTP call stops

    Calabrio ONE 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.

  7. 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. Calabrio ONE 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 Set up Smart Desktop event triggers). 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, Calabrio ONE 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, Calabrio ONE 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 Set up Smart Desktop event triggers). Used with the “Click on text field” and “Click out of text field” triggers only.
  8. 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.

  9. 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.

  10. (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.
  11. If you selected a stop event trigger, configure the Stop Trigger Details section. See Step 7 above for descriptions of the details fields.
  12. (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.
  13. 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.

Add a system action

  1. 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. Calabrio ONE 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, Calabrio ONE 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, Calabrio ONE 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 code to the active call. If no call is active, Calabrio ONE applies this reason code to the most recent call.

    Start screen recording

    Starts a screen-only recording.

    Stop screen recording

    Stops a screen-only recording.

  2. 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.
  3. 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 Calabrio 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:

  • Multiple runs of the same event will not overlap.

    EXAMPLE   

    An 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.

  • 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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