Insights panel in Agent Workspace

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, including Salesforce, Google, Microsoft Dynamics 365, HubSpot, and Zendesk. For information about integrating a VCC account with CRM systems, see Configuring the insights panel in Agent Workspace.

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.

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 setting up the insights panel, see Setting up and using the insights panel 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.

They can also create new activities.

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, the number of matches is indicated by a number when the agent selects the interaction in the conversation log and the CRM system containing the matches in the insights panel.

  

• If there is only one match, the matching record opens when the agent selects the interaction in the conversation log and the CRM system containing the matches in the insights panel.

  

Record popping

When an interaction plan routes an interaction to an agent, the plan looks for records relating to the interaction in the linked CRMs. If the interaction plan identifies a related record, the record opens ('pops') when the agent selects the interaction in the conversation log.

This record overrides any matches found using the contact’s phone number search described in the Automatic phone number search section earlier in this page.