Receiving information in screen pops

When interactions are ringing in the Inbox, agents may receive screen pops on their desktops.

Screen pops differ from toaster notifications. Toaster notifications alert agents to ringing interactions and indicate basic information such as the interaction’s media type. A screen pop displays information relevant to handling a specific interaction.

For example, a screen pop may display a web page listing a customer’s recent interaction history. Agents use screen pops to provide more personalized, informed customer service. It is the agent’s responsibility to close the screen pop once the information is no longer required.

Screen pops open on agents’ desktops when a ringing item is selected in the Inbox.

For more information on toaster notifications, see "Receiving toaster notifications of new interactions".

Note:
  • If you receive a security warning when your screen pop displays, consult your supervisor or system administrator about disabling the warnings.
  • By default, screen pops open in a new tab but obey browser configuration and may therefore open in a new window.
  • If screen pops are not displaying you may need to disable pop-up blockers for this site.
Parent topic: Receiving notifications of new interactions
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