Some ideas you may consider for your screen pop, are displaying historical call records with the call, to give the agent a heads up on this customer and call, tracking specific customer selections in the IVR and presenting this to the agent with the call can help them quickly understand what the customer is looking for, or warn them of any frustrations the customer may have had with the IVR.
Also you can use the screen pop track the reasons for the call and results and report these to management to track short and long term service trends.
For other screen pop ideas, visit
http://www.logicalsoft.com/assets/logicalAgent.pdf
Thanks
Brian