Screen pop
A screen pop is the automatic display of a caller’s record (name, history, open orders or tickets) on the answering agent’s screen as the call arrives, matched on the caller’s phone number.
Also called: CTI screen pop, caller record pop
When a call comes in, the phone system passes the caller ID to a CRM or helpdesk, which looks the number up and opens the matching record before the agent has said hello. The agent greets the caller by name and already knows the last thing they called about.
Screen pops depend on computer–telephony integration (CTI) and on the number being recognized; a withheld or new number pops an empty record. They are the human-agent version of what an AI receptionist does when it looks a caller up during the call.