PopURL

This help page is for CXone Studio. This information is also available for Desktop Studio.

Opens webpage URLs and provides options for the location and styling of the panel that pops the webpage, similar to the Runapp action.

Supported Script Types


Generic	Email	Chat	Phone	Work Item	SMS	Digital

For Digital scripts, this action is only supported if your agents use CXone Agent.

Comparison of Similar Actions

The following actions have similar functions, but with some key differences:

Runapp: Initiates custom functionality from the script, specifically launching a form, webpage, or application.
PopURL: Opens webpage URLs and provides options for the location and styling of the panel that pops the webpage.
Indicate: Extends the agent interface with custom functionality, specifically an icon that the agent clicks to initiate the custom function. This is similar to Runapp, except that with Indicate, the Action Type is initiated by the script rather than the agent.

Runapp with ActionType set to OpenURL is the equivalent to PopURL with PopDestination set to Default. The other functions of PopURL could be re-created with Runapp by changing the panel settings for MAX, however, that would not allow you to have different settings for different skills and agents.

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Agent ID	The agent receiving the URL pop.
URL	The URL of the page being called. Any page targeted to the contact panel must be configured to allow being displayed in an iframe.
Tab Title	Tab title of the new window.
Pop Destination	The location in the UI that the new window will pop. Select from a drop-down: Default: Pops the page to the location specified by each agent's MAX Panels setting. When the agent has Panels set to Off: Screen pops display outside of MAX in a browser. When the agent has Panels set to On, screen pops appear in MAX in the contact panel. To have the page open in MAX, the page must be in iframe format. ContactPanel: Pops the page within the contact panel in MAX. This option overrides the agent's Panels setting in MAX. CXone Agent does not support panels, therefore this option shows the link in the screen pop tab. Popout: Pops the page to an external window. If the page is configured for iframe formatting, it opens in the MAX contact panel, overriding the Popout setting. POSTonly: The URL is sent to MAX, but MAX takes no action with it. A POST subscriber would see the pop event and take action as desired.
Popout Window Height	Pixel height of the popout window.
Popout Window Width	Pixel width of the popout window.
Close Popout Upon Termination	True or False. Determines if the popped window will close when the contact ends.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
Error	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.