Overview

Customer 360 in the insights panel, in Agent Workspace, shows context-based information relating to an agent’s current interaction.

Currently, a Vonage Contact Center account can be integrated with several customer relationship management (CRM) systems:

• Bullhorn

• Clio

• ConnectWise

• Google

• HubSpot

• JobDiva

• Microsoft 365 (Office)

• Microsoft Dynamics 365

• NetSuite

• Salesforce

• SugarCRM

• Zendesk

• Zoho CRM

For information about integrating a VCC account with CRM systems, see Configuring Customer 360 in the Insights panel in Agent Workspace.

Selected CRMs — Google, HubSpot, Microsoft Dynamics 365, Salesforce, Zendesk, and Zoho CRM — work with the Data Connector applet. You can configure this applet to retrieve data from the CRM and send data to it. For information about the Data Connector applet, see Data Connector applet.

When an agent first accesses Agent Workspace, they will see any CRM systems that have been integrated with their VCC account in the insights panel.

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Before the agent can use the CRM system, they must authorize Agent Workspace to use their credentials to access and update data as required. For information about accessing and setting up customer 360, see Using the insights panel in Agent Workspace and Setting up and using Customer 360 in Agent Workspace.

When Agent Workspace is authorized, the agent can search for, open, edit, and create contacts in the authorized CRM systems in the insights panel.

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They can also create new activities.

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When an agent receives an inbound interaction, related information in the CRM systems may appear in the insights panel. Agent Workspace can find related information using the contact’s phone number. Alternatively, the interaction plan that routed the interaction to the agent may have identified a specific record in the CRM system. For information, see the Automatic phone number search and Record popping sections later in this page.

Automatic phone number search

When an interaction arrives for an agent, Agent Workspace searches the CRM systems for contacts containing the contact’s phone number.

• If multiple matches are found in the selected CRM, the number of matches is indicated by a number when the agent selects the interaction in the conversation log.

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• If there is only one match in the selected CRM, the matching contact record opens when the agent selects the interaction in the conversation log.

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When the interaction ends, it will be related to the contact that is open in the Info tab.
For example, if Agent Workspace finds and opens Contact 1 using the contact's phone number, by default, the interaction will be related to Contact 1. But if the agent searches for and opens Contact 2, the interaction will be related to Contact 2.

Automatic activity creation

If configured for your account, activities can be automatically created when an agent goes into a wrap state after the call, email, or chat they were working on was ended or parked. The automatically created activity is linked to the contact that was opened in Customer 360.

For information about configuring automatic creation of activities, see the Configuring automatic creation of activities section in Configuring Customer 360 in the Insights panel in Agent Workspace.

Record popping

When an interaction reaches a Data Connector applet, the applet searches the CRM systems for records as configured. If the applet identifies a matching record and popping is enabled, when the assigned agent accepts or selects the interaction in the conversation log, the record opens ('pops') in the Information section. If the matching record is a Case, the record pops also in a tab next to the info tab.

If the record is a contact record, it overrides any matches found using the contact’s phone number search described in the Automatic phone number search section earlier in this page.

For information about configuring record popping in Customer 360, see Configuring record popping in Customer 360 in the Insights panel.

Related records

Using C360 you can also view, create, and edit activities related to the interaction, including notes, tasks, calls, chats, and so on. These activities contain information on the customer that is relevant to the interaction.
You can create activities manually in the Insights panel, but activities are also created automatically at the end of an interaction and automatically added to the related records list.

The application displays the related activities in the Insights panel. The application automatically displays the available activities under sections:

• New - activities added manually during an interaction appear in the related records box immediately, and are labeled as 'new' during the ongoing interaction. 

• Suggested - activities added during the previous interactions (manually and automatically) that appear in the related records box are labeled as 'suggested'.

Example
Note added manually

1. Go to the top bar and click the Add button.

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2. Populate the fields with the relevant information as needed.
   In this scenario, the note is called Important information.

3. Press the Create button to finish. 
   The note is added automatically and will be immediately displayed in the related records.

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CRM related records

To see the full list of the available records, go to the related records box and click Search more records. You can see a list of configured objects related to the customer stored in CRM, for example, notes, calls, and meetings.

Customer engagement history

Within Customer 360, the Interaction history section shows recent interactions with the selected contact and key details about that interaction, for example, agent notes, disposition codes, and sentiment (if enabled). If enabled for your account, customer engagement history also includes the Engagement summary section.

Engagement summary

The engagement summary section contains an AI-based summary of agents' notes from the last 30 interactions between them and the selected contact.

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If there aren't any notes available for any of the interactions, a message appears.

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Interaction history

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The open interaction in the image contains the following information:

• The type of interaction (Call, Chat, or Email), represented by its icon and name ( Call) 

• The time of the interaction and how long ago it took place (1:22 PM (42m ago))

• The overall sentiment of the interaction, represented by its icon and label ()

• Notes provided by the agent during or after the interaction (The contact was really pleased with the information I sent.)

• The disposition code selected during or after the interaction (Complete)

Information displayed for each interaction depends on the type of interaction and the activity that took place.

Details about each interaction can be displayed. The details that are available vary depending on the type of interaction and the activity that took place during it.

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The chosen interaction in the image contains the following details:

• Information. The information section includes the initial direction of the interaction (Inbound), the number that the interaction was from and to (+441234567890 and +449876543210), the duration of the interaction (00:01:13), the ID of the agent who handled the interaction (110), and the media type of interaction (Phone). It also includes the disposition code selected during or after the interaction (Complete) and the notes provided by the agent during or after the interaction (The contact was really pleased with the information I sent.).

• Call transcript and recording. The call transcript and recording section includes a call recording player with buttons to play and pause, skip forward or backward five seconds, and change playback speed. The call transcript appears with a search field.