Setting up and using Customer 360 in Agent Workspace

In Customer 360 in the insights panel in Agent Workspace, you can see data from integrated customer relationship management (CRM) systems that have been configured for your VCC account. For information about the Customer 360, see Customer 360 in the Insights panel in Agent Workspace.

Setting up the insights panel

When you first access Agent Workspace, you will see any CRM systems that have been configured for your VCC account. If you don't see an expected CRM system, contact your supervisor or administrator.

Before you can use the CRM system, you must authorize Agent Workspace to use your credentials to access and update data as required.

To authorize Agent Workspace to use the CRM system, perform the following steps:

1. Click Authorize. A new browser window opens.
   

   
   
   

2. 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 system 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.

3. When you have finished logging in, if successful, the section for the CRM system is updated and now appears as linked and contains your user name and the ID of the org.
   

   Click the CRM system to access it.

4. After selecting one CRM system, you can switch to a different one using the list of available CRM systems.
   

Repeat these steps for each CRM you want to use in the insights panel.

If you change your password in one of the CRM systems, you may need to authorize Agent Workspace again to use that system.

Using the insights panel

When you have selected an authorized CRM system in the insights panel, you can work with the records as configured by your administrator.

Searching for, opening, editing, and creating contacts

You can use the insights panel to search for a particular contact. On the info tab

type in the search box. Matching contacts appear as you type.

When you find a contact, click the name to open the record.

To edit it, click the edit icon

.

To open it in its CRM system, click open icon

.

To create a new contact, in the search box, click the add icon

. A new contact record appears. The layout of the contact record is preconfigured. The contact record may already be partially completed with details that Agent Workspace knows about the current contact, such as their phone number.

When you have provided all the information, click Create. Your new contact is saved in the CRM system.

Creating new activities

Depending on the configuration of your account, you can use the insights panel to create new activities relating to the current interaction. To create a new activity, click down arrow alongside the the add icon 

. The activities that you can create appear.

Choose an activity. The new activity record appears. The layout of the activity record is preconfigured. The activity record may already be partially completed with details that Agent Workspace knows about the current contact, such as their phone number.

Automatic activity creation

If configured for your account, activities can be automatically created when you go into a wrap state after the call, email (coming soon), or webchat you were working on is ended or parked.

Overriding a contact found by Agent Workspace

When an interaction arrives, 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 you select the interaction in the conversation log.
  
  

  Open

  

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

  Open

  

If you want to choose a different contact, you can search for it in the same or different CRM and open it in the Info tab. For information about searching for and opening a contact, see Searching for, opening, editing, and creating contacts earlier in the page.

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 you search for and open Contact 2, the interaction will be related to Contact 2.

Related records

Related records show notes, tasks, calls, and other information related to the interaction. For detailed information on related records, see the Customer 360 in the Insights panel in Agent Workspace section.

Using Customer engagement history

In the Customer engagement history section 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.

When you first open a contact record — before, after, or during an interaction — the engagement summary section is collapsed. Expand the section by clicking the chevron icon. A message appears while the summary is being generated.

The summary appears when it has been generated.

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

Interaction history

Expand the section or collapse it by clicking the chevron icons, and click Show more or Show less to make more or less space available for the interactions.

With the section open you can see Interaction history. Open or close the individual interactions to see more or less information.

Click More details to see more information about an interaction.