Screen pop
Also found in: Medical, Encyclopedia.
In call centers that provide integration between a telephone system and an agent's desktop (see CTI), a screen pop is a window or dialog box that autonomously appears on the desktop, displaying information for a call simultaneously sent to that agent's telephone.
For inbound calls, the data displayed typically contains call information such as:
- Caller ID (CID)
- Automatic number identification (ANI)
- Dialed Number Identification Service (DNIS)
- Information entered from an Interactive voice response (IVR) system.
- Extended information derived from one of the above. For example, the CTI system looking up in a database an order the caller just entered in an IVR, and displaying that order's information to the agent.
For outbound calls, the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record.
See also
This article is copied from an article on Wikipedia® - the free encyclopedia created and edited by its online user community. The text was not checked or edited by anyone on our staff. Although the vast majority of Wikipedia® encyclopedia articles provide accurate and timely information, please do not assume the accuracy of any particular article. This article is distributed under the terms of GNU Free Documentation License.