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:
“She was custom built for the pictures—teeny tiny, one inch less than five foot, and a perfectly enormous head. Her face went right from one side of the screen to the other. Gloria Swanson was like that, as well. Joan Crawford, too. You need the big face, for the closeups.”
—Angela Carter (1940–1992)
“Every man has been brought up with the idea that decent women don’t pop in and out of bed; he has always been told by his mother that “nice girls don’t.” He finds, of course, when he gets older that this may be untrue—but only in a certain section of society.”
—Barbara Cartland (b. 1901)