A screen pop presents customer data to an agent automatically during an interaction, eliminating the need to manually search for the customer data. The process involves searching for account and contact records using the Phone field, matching caller Automatic Number Identification (ANI) for phone and voicemail media, and displaying the search results on the agent’s screen.
A screen pop occurs for:
- Inbound interactions, including phone and voicemail
- Interactions involving web callback
If the search retrieves multiple records, the screen pop lists all matches in a table, and displays the details of the first record. If the search fails to find matching records, a blank record pops to create a new customer record, a case, or a new contact. The screen pop allows automatic lookup of records with matching phone numbers, and presents the matched records to agents during an incoming phone call or new voicemail.