Incoming Call  Pop Up is used to enhance the customer experience and agent efficiency as it  can provide  agents with the key information about the contacts, their status with the organization,history of their interactions and call scripts, which will make calls more productive.

To activate or disable Incoming Call Pop Up you should go Settings> General> Activate Incoming Call Pop Up

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Choose Yes/No and click on Submit

 

To set up Incoming Screen Pop Up you should go Settings>Screen Pop>Screen Pop Settings.  You can choose which tabs are needed for your account.

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Incoming Call Pop Up  includes three tabs (Contact Details, Call Script, Notes)  and  buttons Answer/ Reject call.

Screen_Pop

 

Contact Details

It shows all needed information about the contact:Full Name, Number, Email, Company, Actions (Inbound/ Outbound calls, Time, Date).

Notes

You can add notes and see previous ones.

note

Call Script

To  create  a script you should go Settings>Screen Pop>Script Manager>Add New Script

Addnewscript

 

Type all needed information, select Ring Group and click on Save. This script will be shown  to those agents who  exist in the selected Ring Group.

Script

 

You can create scripts for each Ring Group.

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Olga