Definicja real-time screen pop

The act of data appearing on an agent's screen when an incoming call alerts. Data is gathered about a customer in the CTI layer (via an Interactive Voice Response (IVR) or Automatic Number Identification (ANI)) and then "pops up" in the appropriate fields such as Call State or DNIS on the agent's screen when the phone rings. Because this data appears at the same time as the incoming call alerts, it is classified as happening in real time.