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 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 - Note: Depending on your management team's settings, Queue name and Caller Type might not appear in the CallPop.
(A) Caller name & phone number - CallPotential will use caller ID to display the caller name and phone number in the CallPop. If no information is provided from caller ID, the CallPop will display Unknown in this area.
(B) Call Type - If 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 Previous Customer will show a blue label.
(C) Call to - This displays the location the Customer is calling in for, based on the number they dialed. 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 called. 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. Queues are created by your management team to 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 and after clicking Accept, Chrome before accepting or placing your first outbound call, the system will ask to use your the headset's microphone. Clicking Allow will connect you to the call. Clicking Block will send the call to the next available Agent. When prompted, click Allow. The system will remember your selection for the remainder of your session and connect your call. If your call bar goes directly to No Mic status instead of connecting to the call, first confirm that your headset is connected. If it is connected, you will need to update your microphone permission settings in Chrometo give it permission to be used. This permission can be enabled via your Chrome settings.
- (G) Reject Icon - Click to reject the call and it will be presented to the next available agent.
