Troubleshooting Webex Contact Center screen pops and empty CAD variables

See also

Sources

1. 1
   In Webex Contact Center Flow Designer, a Screen Pop is a window or dialog box that appears in the agent's Desktop when the agent answers a customer call.

   Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop · Checked 2026-10-02
2. 2
   The Screen Pop activity becomes relevant only after an agent is involved in the interaction and typically uses the AgentAccepted and PhoneContactEnded events.

   Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop · Checked 2026-10-02
3. 3
   The AgentAccepted event is triggered by the Queue To Agent activity when an agent answers an inbound call.

   Build and manage flows with Flow Designer · Event flows · Checked 2026-10-02
4. 4
   The agent guide describes a screen pop as a window or tab on the Agent Desktop for conversations across all channels: voice, email, chat and social.

   Get started with Agent Desktop · Screen Pop · Checked 2026-10-02
5. 5
   The Auxiliary Information pane holds tabs including Contact History, Customer Journey Widget, Screen Pop and custom widgets, and its display position depends on the type of the active request.

   Get started with Agent Desktop · Auxiliary information pane · Checked 2026-10-02
6. 6
   Cisco's example Auxiliary Information pane configuration shows the Screen Pop tab with the property "visibility": "SCREEN_POP".

   Create custom desktop layout · Auxiliary Information Pane (JSON example) · Checked 2026-10-02
7. 7
   Cisco's Desktop browser settings require JavaScript to be allowed to run and cookies and site data to be allowed.

   System requirements for Webex Contact Center Desktop · Browser settings · Checked 2026-10-02
8. 8
   As of the 2026-09-01 update, the Desktop minimum supported browsers are Chrome 144, Microsoft Edge 144 and Firefox 140 or later.

   System requirements for Webex Contact Center Desktop · Minimum system requirements · Checked 2026-10-02
9. 9
   In Webex Calling Customer Assist, screen pop on inbound calls is available only in the Webex App desktop client.

   Webex Calling Customer Assist · Screen pop configuration section · Checked 2026-10-02
10. 10
    Customer Assist screen pop applies only to the primary line, not to secondary or shared lines configured on the Webex App.

    Webex Calling Customer Assist · Screen pop configuration section · Checked 2026-10-02
11. 11
    Customer Assist screen pop URLs take variables such as NewPhoneContact.ANI, NewPhoneContact.DNIS, AgentAnswered.AgentID and AgentAnswered.QueueName as key-value query parameters.

    Webex Calling Customer Assist · Screen pop configuration section (variables table) · Checked 2026-10-02
12. 12
    Agents edit editable CAD variable values in the Desktop text fields and must click Save for the change to be kept.

    Manage your calls in Agent Desktop · Edit CAD variables section · Checked 2026-10-02
13. 13
    Cisco instructs that the Screen Pop activity configuration is completed in the Event Flows tab of Flow Designer.

    Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop · Checked 2026-10-02
14. 14
    The Screen Pop Desktop Label field sets short custom display text that replaces the Screen Pop URL on the Agent Desktop.

    Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop > URL Settings · Checked 2026-10-02
15. 15
    Screen Pop for new digital channels must be configured in Connect Flow Builder, not with the Flow Designer Screen Pop activity.

    Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop · Checked 2026-10-02
16. 16
    For new digital channels, Screen Pop display depends on the Desktop Layout configuration and the Screen Pop node defined in Connect Flow Builder.

    Create custom desktop layout · Screen Pop (list after 'displayed on the Desktop based on the following factors') · Checked 2026-10-02
17. 17
    With the Existing Screen Pop tab display setting, the Screen Pop loads inside the existing browser tab and replaces the previous Screen Pop.

    Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop > Display Settings · Checked 2026-10-02
18. 18
    With the Inside Desktop display setting, the Screen Pop appears as a tab in the Auxiliary Information pane of the Desktop.

    Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop > Display Settings · Checked 2026-10-02
19. 19
    With the New browser tab display setting, the Screen Pop opens in a new browser tab every time without affecting the existing Screen Pop.

    Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop > Display Settings · Checked 2026-10-02
20. 20
    Global variables are defined in Control Hub but flow developers must add them to a flow as required before the flow can use them.

    Manage global variables · Overview · Checked 2026-10-02
21. 21
    A global variable is shown on the Desktop, with the value set during the flow, only when its Make agent viewable toggle is on.

    Manage global variables · Create a global variable · Checked 2026-10-02
22. 22
    A global variable's Desktop Label is shown on the Desktop in place of the variable name and can be at most 50 characters.

    Manage global variables · Create a global variable · Checked 2026-10-02
23. 23
    The Edit on Desktop toggle on an agent-viewable global variable lets the agent edit the variable value during the interaction session.

    Manage global variables · Create a global variable · Checked 2026-10-02
24. 24
    Global variables cannot be deleted, only deactivated when no flow uses them, and an inactive global variable cannot store data.

    Manage global variables · Activate or deactivate a global variable · Checked 2026-10-02
25. 25
    The Name and Variable type of an existing global variable cannot be edited.

    Manage global variables · Edit a global variable · Checked 2026-10-02
26. 26
    Global variables cannot be added directly in a subflow; a global variable can only be mapped from the main flow to a local variable in the subflow.

    Manage global variables · Overview · Checked 2026-10-02
27. 27
    At most 100 global variables can be enabled for reporting.

    Manage global variables · Create a global variable (Reportable) · Checked 2026-10-02
28. 28
    A string global variable holds at most 256 characters.

    Manage global variables · Create a global variable (variable type String) · Checked 2026-10-02
29. 29
    The desktop layout offers a separate iFrame widget, agentx-wc-iframe, that embeds a web page as a widget on the Desktop.

    Create custom desktop layout · page > agentx-wc-iframe · Checked 2026-10-02
30. 30
    An agent-viewable variable that shows blank on the Desktop most likely was never assigned in the running flow, was not added to that flow, sits in a subflow without mapping, or is an inactive global variable.inferred

    Manage global variables · Overview; Activate or deactivate a global variable · Checked 2026-10-02
31. 31
    A Screen Pop activity placed in the main flow before an agent is connected is unlikely to pop, because Cisco ties the activity to post-agent events such as AgentAccepted in the Event Flows tab.inferred

    Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop · Checked 2026-10-02
32. 32
    Pop-up blocking most plausibly hits the New browser tab and Existing Screen Pop tab modes, which open browser tabs, rather than Inside Desktop, which renders in the Auxiliary Information pane.inferred

    System requirements for Webex Contact Center Desktop · Browser settings (combined with Flow Designer > Screen Pop > Display Settings) · Checked 2026-10-02
33. 33
    A screen pop that shows the wrong customer may simply reflect a different selected interaction, or a reused tab under the Existing Screen Pop tab mode, before any CRM lookup fault is suspected.inferred

    Get started with Agent Desktop · Screen Pop (combined with Flow Designer > Screen Pop > Display Settings) · Checked 2026-10-02
34. 34
    In the Desktop Layout, Screen Pop can be configured as a custom page, as one of the widgets in a custom page, or as a tab in the Auxiliary Information pane.

    Create custom desktop layout · Screen Pop · Checked 2026-10-02
35. 35
    Webex Contact Center allows a maximum of 5000 active global variables per tenant.

    System limits in Webex Contact Center · Table 1. Maximum system limits for configuration entities and attributes, row Global variables · Checked 2026-10-02
36. 36
    Webex Contact Center allows a maximum of 200 active desktop layouts.

    System limits in Webex Contact Center · Table 1. Maximum system limits for configuration entities and attributes, row Desktop layouts · Checked 2026-10-02
37. 37
    When Screen Pop is configured as a custom page, agents open it from the Screen Pop icon on the Navigation bar; when it is a widget in a custom page, they open it from that custom page's icon.

    Create custom desktop layout · Configuring Screen Pop in the Navigation Bar · Checked 2026-10-02
38. 38
    The Webex Connect Screen Pop - WXCC node sends a screen pop message to the agent contact by calling the Webex Contact Center screen pop API.

    Screen Pop - WXCC · Screen Pop - WXCC (introduction) · Checked 2026-10-02
39. 39
    The Screen Pop - WXCC node's loading behaviour can be Inside Desktop, New Browser Tab or Existing Browser Tab.

    Screen Pop - WXCC · Display Settings - Screen Pop Loading Behavior · Checked 2026-10-02
40. 40
    In the Agent Desktop, the screen pop shows only one URL at a time, in a tab labelled Screen Pop.

    Screen Pop - WXCC · Screen Pop - WXCC (limitation note) · Checked 2026-10-02
41. 41
    The Screen Pop - WXCC node exits on onScreenpopSuccess or Queued for success and on onError, onScreenpopFailure or onTimeout for failure.

    Screen Pop - WXCC · Node outcomes · Checked 2026-10-02
42. 42
    The Screen Pop - WXCC node takes a Task ID (the flow transaction ID as a UUID) and an Agent ID from the routed event as inputs, along with the screen pop URL and query parameters.

    Screen Pop - WXCC · Input variables table · Checked 2026-10-02
43. 43
    Customer personally identifiable information in the interaction control pane stays masked when sensitive data protection is enabled.

    Get started with Agent Desktop · Interaction control pane (note) · Checked 2026-10-02
44. 44
    The incoming call popover on the Agent Desktop shows a minimum of three and a maximum of six variables.

    Manage your calls in Agent Desktop · Incoming call popover / accept a call section · Checked 2026-10-02
45. 45
    The incoming popover does not display variables that the administrator has marked as secure.

    Manage your calls in Agent Desktop · Incoming call popover / accept a call section · Checked 2026-10-02
46. 46
    Cisco's Desktop browser settings require pop-up blockers to be turned off.

    System requirements for Webex Contact Center Desktop · Browser settings · Checked 2026-10-02
47. 47
    The desktop profile General settings include a Screen Popups toggle that specifies whether external pop-up screens are allowed.

    Manage desktop profiles · Create a desktop profile > General settings · Checked 2026-10-02
48. 48
    The screen pop shows customer details for the agent's currently selected interaction.

    Get started with Agent Desktop · Screen Pop · Checked 2026-10-02
49. 49
    Cisco's 5 May 2026 release added Screenpop ANI Fallback for Salesforce only, which searches Salesforce by the caller's ANI when the primary customer data is unavailable.

    What's new for administrators in Webex Contact Center · May 05, 2026 > Enhancements to CTI Connectors for Salesforce, ServiceNow, and Microsoft Dynamics · Checked 2026-10-02
50. 50
    The Salesforce connector's Remove ANI Prefix Strings setting takes a comma-separated list of prefixes such as country codes that are stripped from the inbound ANI before record matching.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Standard Screen Pop / Advanced Screen Pop settings · Checked 2026-10-02
51. 51
    Salesforce advanced screen pop is configured with the name of a CAD variable that holds the ID to be searched in the Softphone Layout.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Advanced Screen Pop settings · Checked 2026-10-02
52. 52
    In the Salesforce Version 2 integration, screen pop happens only for inbound calls; for internal and outbound calls a search runs and results appear in the connector but no screen is popped.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Screen pop section (note) · Checked 2026-10-02
53. 53
    In the Salesforce Version 2 integration, the objects selected in the Salesforce Softphone Layout are the objects searched to trigger the lookup and screen pop on an inbound call.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Softphone Layout configuration step · Checked 2026-10-02
54. 54
    For the Salesforce connector to show the name of a found record, the Softphone Layout for that record type must include the Name field.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Screen pop section (note) · Checked 2026-10-02
55. 55
    Behaviour when no Salesforce record matches is set in the Softphone Layout Screen Pop Settings, which support popping to a new record of a chosen object type.

    Integrate Webex Contact Center with Salesforce (Version 2-New) · Softphone Layout > Screen Pop Settings · Checked 2026-10-02
56. 56
    Desktop $STORE variables are available only to Web Component widgets, not to iFrame widgets.

    Enhancing Webex Contact Center Widgets with Dynamic $STORE Variables · article body, $STORE overview · Checked 2026-10-02
57. 57
    Desktop $STORE variables update in real time so that widgets track the current Desktop state.

    Enhancing Webex Contact Center Widgets with Dynamic $STORE Variables · article body, $STORE overview · Checked 2026-10-02
58. 58
    The Screen Pop activity takes a Screen Pop URL naming the intended website, plus Query Parameters into which flow variables can be entered in the payload.

    Build and manage flows with Flow Designer · Activities in Contact Handling > Screen Pop > URL Settings · Checked 2026-10-02
59. 59
    For voice, whether and where the Screen Pop displays depends on both the Desktop Layout configuration and the Screen Pop activity defined in Flow Designer.

    Create custom desktop layout · Screen Pop (list after 'displayed on the Desktop based on the following factors') · Checked 2026-10-02
60. 60
    The Cisco Screen Pop widget is referenced in desktop layout JSON by the component name agentx-wc-screen-pop.

    Create custom desktop layout · Configuring Screen Pop in the Navigation Bar > Example: Screen Pop as a Custom Page · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Webex Contact Center screen pops and empty CAD variables. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-screen-pop-troubleshooting

@misc{warmtransfer-wxcc-screen-pop-troubleshooting,
  title  = {Troubleshooting Webex Contact Center screen pops and empty CAD variables},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-screen-pop-troubleshooting},
  note   = {Verified 2026-10-02}
}