In Architect, use the Set Screen Pop data action to define configuration of a window or dialog box that delivers database information to an agent in conjunction with an inbound or outbound call. A screen pop analyzes the call, queries a database, and displays that information for the agent. Screen pop functionality reduces the average length of the call and improves customer support, eliminating the need for callers to repeatedly provide identifying information such as account numbers.

For inbound calls, typical screen pop data includes such information as:

  • Caller ID
  • Automatic number identification (ANI)
  • Dialed Number Identification Service (DNIS)
  • Collected input such as account number or customer ID
  • Information derived from any of the above examples, such as a database look-up to gather and display current order status.

For outbound calls, typical screen pop data includes information sent to the outbound dialer as part of the customer call record.

Screen pops use pre-defined, published scripts created by the Genesys Cloud script designer. When incorporated into a call flow, the Architect flow designer defines the variables for the inputs specified by the script designer. For more information about using screen pops in a call flow, see the Suggested content.