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Configuring Customer 360 in the Insights panel in Agent Workspace

Configuring Customer 360 in the Insights panel in Agent Workspace

Provisioned feature

The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.

Overview

If enabled for your account, you can integrate your Vonage Contact Center (VCC) account with enabled customer relationship management (CRM) systems. You can then enable Agent Workspace agents to access the CRMs so they can retrieve, create, and update data in those systems using the insights panel in Agent Workspace. For information about the insights panel, see Insights panel in Agent Workspace.

To integrate your account with CRM systems, perform the following steps:

  • Link your VCC account with CRM systems

  • (Optional) Configure the linked CRM systems for your VCC account

To enable agents to access the CRMs in the insights panel, follow the steps described in the Enabling agents to use the integrated CRMs in the insights panel section later in this page.

Integrating your VCC account with CRM systems

Link your VCC account with CRM systems

When your VCC account has been set up to use applicable CRM systems, you must link your VCC account to those CRM systems. Linking the accounts authorizes the account to use the CRM systems and data within. When your VCC account is linked (authorized), your agents can authorize their agent accounts with the CRM systems enabling them to retrieve, create, and update data from the CRM system using the insights panel in Agent Workspace.

To link your VCC account to a CRM system, perform the following steps:

  1. Log in to VCC. For information about logging in to VCC, see Logging in to the Vonage Contact Center Admin Portal.

  2. Go to CRM Admin (within Business Apps). CRM Admin appears. If you cannot see CRM Admin, contact support.

  3. Sections for each available CRM system appear. If you cannot see any particular CRM systems that you think should be available, contact support.
    A CRM may be linked (authorized) or unlinked (unauthorized):

    Unlinked



    Linked

  4. To link an unlinked CRM system, click Link.
    Alternatively, you can relink an already linked CRM system. To do so, click Relink. (Relinking a CRM does not affect agents using the integration.)
    A new browser window opens.

    Log in to CRM system
    Log in to CRM system

  5. The contents of the new window depend on the CRM system. For example, you may be required to provide domain information before you click to log in. If required, provide this information. Click Login to CRM and follow the steps to log in to your chosen CRM system. Read the information provided and click Accept to enable VCC to access the CRM system using the provided credentials. The browser window closes.

  6. When you have finished logging in, if successful, the section for the CRM system is updated and appears as linked.

    You can now configure the link. For information, see the (Optional) Configure the linked CRM systems for your VCC account section later in this page.

Repeat these steps 4 and 5 for each CRM system you want to use.

Your VCC account is now linked to your chosen CRMs. You can now enable individual agents to see one or more of the CRMs in the insights panel in Agent Workspace. For information about enabling agents to use CRMs in the insights panel in Agent Workspace, see the Enabling agents to use the integrated CRMs in the insights panel later in this page.

Unlink your VCC account with CRM systems

If you no longer want to use your VCC account with a CRM system, you must unlink it. To unlink your account, click Unlink. A message appears to inform you that integration will no longer work. The CRM Admin page updates and the status of the CRM is unlinked. Any agents who were using the integration can no longer do so. If you want to relink using different CRM credentials, see the Link your VCC account with CRM systems section earlier in this page.

Configuring the linked CRM systems for your VCC account

When you have linked your VCC account with your chosen CRM systems, and if enabled for your account, you can configure which CRM system objects can be viewed, created, and updated in Agent Workspace.

To configure the linked CRM systems, perform the following steps:

  1. Log in to VCC. For information about logging in to VCC, see Logging in to the Vonage Contact Center Admin Portal.

  2. Go to CRM Admin (within Business Apps). CRM Admin appears. If you cannot see CRM Admin, contact support.

  3. Alongside the CRM system you want to configure, click Configure. (If Configure is not available, your account and the CRM system are not linked and you must link your account to the CRM system first. For information, see the Link your VCC account with CRM systems section earlier in this page.) A new browser window opens containing Integration Setup for your chosen CRM system.

The Integration Setup page contains the following information:

  • On the left side of the page are lists of contacts and activities available in the CRM system.

  • On the right side of the page are the contacts and activities that appear in Agent Workspace for authorized agents.

On the Integration Setup page you can perform the following tasks:

  • Synchronize resources. See the Synchronizing resources section later in this page.

  • Configure automatic creation of activities. See the Configuring automatic creation of activities section later in this page.

Customer information appears incorrectly in the Agent Workspace Information panel

Ensure you have added the correct resources to the Contacts list while configuring the CRM in the Integration setup screen. Customer data can then be pulled from the listed resources and displayed correctly in the Information panel.

Synchronizing resources

To ensure that the Integration Setup page has up-to-date CRM system resources, click Synchronize resource list. If you want to refresh the metadata for an individual resource, click Synchronize metadata alongside the resource:

The lists and resources are synchronized.

Configuring automatic creation of activities in CRM

If enabled for your account, you can configure activities to 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.

To configure automatic creation of activities, you can firstly create a new layout — this step is optional and you can use the default layout if you prefer. Secondly you should create one or more automation rules. The examples show configuration of the creation of email activities when an agent enters the wrap state after a call is parked or ended.

Creating a layout for emails

  1. In the Integration Setup for your chosen CRM (the examples use Google), click the layouts builder icon   alongside the Gmail activity.


    Layouts appears.

  2. The first time you visit Layouts, you may have only the default Master layout. You can't customize the Master layout as it is managed by the CRM. If you choose Master, in Custom layout name, change the name from Copy of Master to a more meaningful name. For example, Demo email layout for calls meaning that this is the layout for the email activities created when an agent is in wrap after a call.

  3. Configure the fields in the layout as required. Available fields will depend on the CRM. For example, in a Google mail activity, Contact, Subject, and Note are available by default with TO, CC, and BCC as optional fields.

  4. When you have finished configuring the fields, click Save or Update and then Done.

Now you can create an automation rule.

Creating an automation rule

Support and documentation feedback

For general assistance, please contact Customer Support.

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