What Should a Screen Pop Show Your Agents?

When a customer calls, your agent shouldn't have to ask:

“Who are you?”

“What did we discuss last time?”

“Can you explain the issue again?”

A good screen pop should give the agent the right context before they start talking.

So what should actually appear?

📌 Customer details — Name, number, company

📞 Call information — Incoming number, call history

📝 Previous interactions — Past calls, notes, outcomes

🎯 Customer context — Open issues, requests, follow-ups

🤖 AI insights — Where available, summaries or relevant conversation information

The goal isn't to show more information.

It's to show the information an agent needs at the right moment.

With VoIPSetu's CRM Integration Suite, inbound calls can trigger screen-pop workflows, while calls can also be automatically logged with details such as duration, outcome, and AI summary.

Now here's the real question:

If you could show your agents only 3 things on a screen pop, what would they be?

👇 Customer history, previous notes, or something else?