The purpose of this guide is to explain what information is presented in the Agent CallPop. The CallPop is a notification that appears in the top, center of the screen
providing orientation information for incoming calls when you are logged into CallPotential via the web app.when a call is being presented to an agent in the DIY Call Center. This information helps users prepare themselves to interact with the caller.
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Note
Italicized terms represent clickable icons on the specific screen being discussed.
Caller Information
(A) Caller name & phone number - CallPotential will use caller ID to show display the caller name and phone number in the CallPop and will try to match that number to any name stored in the system. If no information is provided from caller ID, the CallPop will display Unknown in this area.
(B) Call Type - If recognized by the system as a CallPotential matches the incoming phone number to an existing Lead or Customer record, the corresponding label will be provided, green for Lead or orange for Customer. Phone numbers recognized as a a Previous Customer will show a blue label. Note: Depending on how your management team has configured the system, this may not appear.
(C) Call to - This displays the location the Customer is calling in for, based on the number they dialed. Knowing the call's original destination can provide you with some background into the caller Note: If your company utilizes general toll-free numbers that are not specific to a location you might see a general Company name here.
(D) Ad Source - This lists the ad associated with the number used to dialcalled. Knowing where the caller is calling in from provides a sense of how to guide them immediately after answering the call. For example, knowing this information allows you to say something like, "I see that you found us on Google."
(E) Queue - The queue (or group of agents) the call is being presented to. A queue is a group of Agents designated Queues are created by your management team and can be grouped by categories. Note: Depending on how your management team has configured the system, this may not appearto help categorize and direct calls to specific agents. Some examples are English vs Spanish or Sales vs Service calls.
Accepting or Rejecting the Call - If connected via either a traditional phone or the VoIP phone option, the Accept and Reject icon will not appear. Instead, answer the ringing phone to accept the call or let the call finish ringing to reject it and it will continue its path along the call route.
- (F) Accept Icon - Click to accept the call. Note: If connected via computer, you will need a headset.
- (G) Reject Icon - Click to reject the call and it will immediately continue along its path be presented to the next step in the call routeavailable agent.
