What is a Screen-pop feature in an ACD system designed to do?

The Screen-pop feature in an Automatic Call Distributor (ACD) system is specifically designed to enhance the efficiency and effectiveness of customer service representatives by displaying incoming call information to the analyst. When a call is received, the Screen-pop pulls up relevant data about the caller, which may include the caller's name, account details, previous interactions, and any specific notes that might help the analyst address the caller's needs swiftly.

This capability allows the analyst to have immediate access to important information that can facilitate a more personalized and informed interaction with the caller, ultimately leading to better customer service. The efficiency gained through Screen-pop can reduce call handling time and improve the overall experience for both the customer and the support staff.

In contrast, other choices pertain to different functionalities that do not align with what Screen-pop specifically provides. Call routing details are important for directing calls, call recording is relevant for monitoring and training purposes, and customer satisfaction ratings are used for evaluating services, but none of these directly relate to the immediate informational support that Screen-pop offers during a call.