Screen Pops Overview

Screen pops are windows or dialog boxes that can be configured to appear on an agent's screen when triggered by a specific event or action. Screen pops can be used for a variety of purposes, such as:

  • To display more information about the contact from your CRM or another source
  • To provide a script for the agent can follow
  • To open a separate application

Screen pops are configured from Central. You must also build them into your contact routing scripts using specific Studio actions.

By default, screen pops show a plain window containing variables you have published in the related Studio script. You can also configure custom screen pops that open either a specific application or a specific web page.

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