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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 presented to an Agent in the DIY Call Center. This information helps Agents prepare themselves to interact with the caller.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
This guide assumes CallPotential is open on your screen at the time an inbound call comes in. If CallPotential is minimized when a call comes in, you will need to first click the Chrome alert that will appear on your screen. Clicking the alert will open CallPotential allowing you to interact with the CallPop.
Caller Information - Note: Depending on your management team's settings, Queue and Call Type might not appear in the CallPop.
(A) Caller Name & Phone Number - CallPotential will use caller ID to display the caller's name and phone number in the CallPop. If no information is provided from caller ID, the CallPop will display Unknown in this area.
Note: When an Auto Collection call in is transferred to a manager, the caller ID displays the customer’s phone number.
(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 into 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 found your location 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 - This is the queue (or group of Agents) the call is being presented. 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.
Accept or Reject the Call - Note: If connected via either a traditional or VoIP phone, Accept and Reject 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 - Click to accept the call. Note: If connected via computer, you will need a headset and before accepting or placing your first call, the system will ask to use the headset's microphone. 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 give it permission to be used. This permission can be enabled via your Chrome settings.
(G) Reject - Click to reject the call and it will be presented to the next available Agent.
