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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 Name & phone number - If provided by Caller ID, the caller’s Phone Number - CallPotential will use caller ID to display the caller's name and phone number will be listedin the CallPop. 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 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 Customers Customer will show a blue label. Note: Depending on how your management team has configured the system, this may not appear.
Your location might not be the originally intended destination for the call. Instead, the call might be presented to you due to your management team's configuration to the call route. Knowing the call's original destination can provide you some background into the caller.
If connected via either phone option, the Accept & Reject icon will (C) Call to - The location where the call originally dialed into. 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 - The This lists the ad associated with the number used to dial into.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 - The queue This is the queue (or group of Agents) the call is being presented. 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 appear.
Accepting or Rejecting the Call
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
Icon- 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
to accept a call.'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 IconReject -
ClickClick to reject the call and it will
immediately continue along its call routebe presented to the next available Agent.
