When a customer calls a service desk, and the customer's address and phone number automatically appear on the service desk analyst's monitor, this is an example of ____.
A)a screen pop
B)simultaneous screen transfer
C)knowledge base lookup
D)skills-based routing

Question

Quizplus · Accepted Answer

This is an example of a "screen pop," where the customer's information automatically appears on the analyst's monitor, typically as a result of computer telephony integration (CTI) that links the incoming call with customer records.

When a Customer Calls a Service Desk, and the Customer's