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Screen pops

Screen pops

Screen pops coordinate the arrival of an incoming call with the display of caller information at the customer service representative (CSR) workstation. Screen pops eliminate the need to have the CSR collect the caller number or other identifying information manually. CSRs can also engage with the callers more personably from the beginning and that CSRs know the intent of the call before starting the interaction.

An incoming call screen pop

The screen-pop window displays key information about the caller and includes buttons and messages that can lead the CSR into specific contact center business processes. All call information is then passed to the business processes so that servicing can begin. The screen-pop information appears in a concise window or pop-up area that highlights the key information required to begin servicing the call.

The screen-pop window does not replace the application window’s contents and does not delete work in progress. The context of the business process that the CSR is executing is preserved until the CSR takes an action from the screen-pop window and calls an activity.

Best practices

When a CSR receives an incoming call, the screen pop might present an assortment of data. As a developer, your job is to keep the screen pop as lean as possible. Think of a screen pop as a “cue card” to introduce the customer to the CSR. Depending on how you have configured the call treatment, the customer might already be on the call if auto answer is enabled.

Depending on the call, you may want to supply more or less information. For example, for an initial call, you may want to provide the customer name (if possible), the calling number, and if the customer made any selections in the Interactive Voice Response (IVR) that they selected before talking to the agent.

An example where you might provide additional data is when a CSR receives a call transfer from another CSR. You want to give the incoming CSR the reason for the call transfer and any notes from the first CSR.

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