Screen pop
A screen pop is the automatic display of the caller's customer record and related details on the agent's screen when a call reaches them.
A screen pop lets an agent see who is calling, and often why, before or at the moment they pick up. The card that opens usually shows the customer's name, company, open requests, latest order or appointment and summaries of earlier calls. If no record matches the caller's number, the card can offer to create a new one instead. The screen pop is the most visible result of computer telephony integration.
How it works
When a call enters a queue or is offered to an agent, the phone system passes the caller's number, plus anything gathered in the IVR (the menu option chosen, a customer number keyed in), to the application. The application searches the CRM with that data and puts the result on the agent's screen. For calls handed over by an AI agent, the conversation summary the agent prepared is added to the card.
Why it matters
The agent doesn't spend the first seconds working out who is on the line, can greet the caller by name and gets to the point quickly. That shortens average handle time and spares callers from repeating themselves. Speed matters too: a card that arrives after the conversation has started is of little use. Showing only the fields the agent actually needs keeps the screen clean and avoids displaying personal data for no reason.
In Speakline
In Speakline, while an incoming call is ringing, your connected CRMs are searched for the caller's number and the matching card is shown to the agent; it stays on screen for the whole call. On calls handed over by the AI agent, the agent also sees the AI's summary at the same time (warm transfer). See Call center for details.