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.
Famous quotes containing the words screen and/or pop:
“The screen of supreme good fortune curved his absolute smile into a celestial scream.”
—John Ashbery (b. 1927)
“Compare the history of the novel to that of rock ‘n’ roll. Both started out a minority taste, became a mass taste, and then splintered into several subgenres. Both have been the typical cultural expressions of classes and epochs. Both started out aggressively fighting for their share of attention, novels attacking the drama, the tract, and the poem, rock attacking jazz and pop and rolling over classical music.”
—W. T. Lhamon, U.S. educator, critic. “Material Differences,” Deliberate Speed: The Origins of a Cultural Style in the American 1950s, Smithsonian (1990)