Insights panel in Agent Workspace

1 Overview
2 Prerequisites
3 Limitations
4 For administrators: Enabling Insights panel features for agents
- 4.1 Configuring the Insights panel layout and visibility
5 For agents: Accessing the Insights panel features
6 Interaction metadata fields

Overview

The Insights panel in Agent Workspace provides agents with real-time, context-aware information and actions related to their current interaction. Located on the right side of the Agent Workspace interface, the panel dynamically displays relevant data to help agents deliver personalized customer service and complete interaction-related tasks efficiently.

Your Insights panel may look different

The Insights panel is configurable by your administrator. The items displayed in your panel, and the order in which they appear, may differ from what is shown on this page. For more information, see Configuring the Insights panel layout and visibility later in this page.

No.	Name	Description	Reference

No.	Name	Description	Reference
1.	Insights panel	Displays real-time customer data, interaction details, and payment options to help agents handle interactions efficiently.	N/A
2.	Customer 360	Displays integrated customer relationship management (CRM) data, including contact information, interaction history, related records, and customer engagement summaries.	Customer 360 overview
3.	Interaction metadata	Shows technical details about the current interaction, such as interaction ID, direction, phone numbers, conversation ID, and media channel.	N/A
4.	Secure payments	Enables agents to process secure payments during active calls using guided or self-service payment methods.	Secure payments in the Insights panel
5.	Custom System Connection via iframe	Allows administrators to embed external web applications (CRM, knowledge bases, order management systems, or other web-based tools) directly within the Insights panel using a configured iframeURL.	Custom System Connection via iframe in the Insights panel in Agent Workspace
6.	SpinSci	Embeds SpinSci Patient Assist directly within the Insights panel, enabling healthcare agents to securely access patient records, appointments, prescriptions, and related healthcare workflows without switching between systems during live patient interactions.	SpinSci integration in the Insights panel in Agent Workspace
7.	Agent Assist - Knowledge Assist	Delivers real-time, AI-generated knowledge suggestions from verified Knowledge Base content directly within the Insights panel, enabling agents to access relevant information and search the Knowledge Base without leaving the interaction workflow.	Agent Assist – Knowledge Assist in the Insights panel in Agent Workspace

Prerequisites

Before agents can access and use the Insights panel features, the following prerequisites must be met:

Prerequisite	Description

Prerequisite	Description
All features	Agent Workspace must be enabled in the agent's user profile in User Admin. The user must have an agent, supervisor, or admin license (supervisors and admins must be configured to act as agents).
Customer 360	Provisioned feature This feature is not enabled for all accounts. Access depends on your current license level or specific account configuration. An administrator must link your VCC account with at least one supported CRM system in CRM Admin. The agent must be enabled to access the CRM system(s) in User Admin (under CRM integrations). Agents must have valid login credentials for the CRM systems they need to access.
Secure payments	Provisioned feature This feature is not enabled for all accounts. Access depends on your current license level or specific account configuration. An administrator must configure at least one payment profile in the Admin Portal before agents can process payments.
Interaction metadata	Interaction metadata is available by default when Agent Workspace is enabled; no additional configuration is required.
Custom System Connection via iframe	The iframeURL must support iframe hosting. You can validate your URL using the third-party IFrame Tester tool. If you are embedding a CRM, the URL must support dynamic values (for example, Caller ID) to enable data searches.
SpinSci	Provisioned feature This feature is not enabled for all accounts. Access depends on your current license level or specific account configuration. A SpinSci secret key and SpinSci URL are required; these are provided directly by SpinSci and are unique per customer environment.
Agent Assist – Knowledge Assist	Provisioned feature This feature is not enabled for all accounts. Access depends on your current license level or specific account configuration. Knowledge Base functionality requires Agent Assist Advanced. Agent Assist Basic does not include Knowledge Base functionality.

Limitations

Limitation	Description

Limitation	Description
All features	Agent Workspace, including the Insights panel, requires a supported browser. For more information, see Technical prerequisites.
Customer 360	Customer 360 features are available across all supported CRM systems. For the complete list of supported CRMs, see Customer 360 overview. Specific capabilities may vary depending on your CRM's API support: CRM Activities is currently available only for the Zoho CRM.
Data residency	Depending on your account configuration, CRM integration data may be processed in specific geographic regions (for example, EMEA). Contact your administrator if you have data residency requirements.
Secure payments	Secure payments are available during calls only. Payments cannot be processed during chats or emails. Agents can only use payment profiles that have been configured by an administrator. If no payment profiles are available, agents cannot process payments.
Interaction metadata	Interaction metadata displays information about the current or selected interaction only. Historical interaction metadata is not available in the Insights panel.
Custom System Connection via iframe	The iframe is static and does not update automatically in real-time. The page updates only if the agent interacts with it directly.
Agent Assist – Knowledge Assist	Results are lost after a page refresh or session reload. Manual search results are not transferred to the receiving agent; automatically generated suggestions remain visible after a transfer. Suggestions are not generated while the customer is on hold. Source references are viewable but cannot be opened or downloaded. Digital interaction suggestions are currently generated in English only.

For administrators: Enabling Insights panel features for agents

Before you enable agents to access the Insights panel features in User Admin, ensure the following setup tasks are complete:

Feature	Required Setup	Instructions

Feature	Required Setup	Instructions
Customer 360	Your VCC account must be linked with at least one supported CRM system in CRM Admin. (Optional) Configure optional features such as layouts, automation rules, record popping, and CRM Activities.	Configuring Customer 360 (Admin)
Secure payments	At least one payment profile must be configured in the Admin Portal.	Secure payments in the Insights panel
Interaction metadata	No additional setup required. Available by default with Agent Workspace.	N/A
Custom System Connection via iframe	An iframeURL must be configured within an interaction plan. You can use static configuration (one URL for all interactions) or dynamic configuration (a different URL per routing path).	Custom System Connection via iframe in the Insights panel in Agent Workspace
SpinSci	SpinSci credentials (secret key and URL) must be configured and authenticated in VCC Admin Portal > Account Settings > Configuration under Insights panel.	SpinSci integration in the Insights panel in Agent Workspace
Agent Assist - Knowledge Assist	All configuration is managed internally by Vonage. Contact your Account Manager to get Agent Assist – Knowledge Assist set up and enabled for your account.	Agent Assist – Knowledge Assist in the Insights panel in Agent Workspace

Prerequisites

You must have administrator access to the VCC Admin Portal.
The features you want to enable must be provisioned for your account.
Agents must have agent, supervisor, or admin licenses (supervisors and admins must be configured to act as agents in User Admin).

Flow

Navigate to User Admin in the Admin Portal.
Create a new agent or edit an existing agent's profile.
Under Agent Settings > Agent Experience, select Agent Workspace.
(Customer 360 only) Under CRM integrations, select the CRM systems the agent should access.
Click Save to save your changes.
Notify agents that the Insights panel features are available:
- For Customer 360, agents must authorize their CRM credentials on first use. See Setting up Customer 360 (Agent).
- For secure payments and Interaction metadata, no agent setup is required.
- For Custom System Connection via iframe, no agent setup is required once the iframeURL is configured in the interaction plan.
- For SpinSci, no agent setup is required once credentials are configured and authenticated by an administrator.
- For Agent Assist - Knowledge Assist, no agent setup is required. All configuration is managed internally by Vonage.

Configuring the Insights panel layout and visibility

Administrators can control which items are visible in the Insights panel and the order in which they appear for agents in their Agent Workspace..
You can configure the layout and visibility of the Insights panel by navigating to Account Settings > Configuration in the VCC Admin Portal.

For information on configuring the Insights panel layout and visibility, see Configuring the Insights panel

For agents: Accessing the Insights panel features

Log in to Agent Workspace and set your presence state to available.
Accept or initiate an interaction (call, chat, or email).
Locate the Insights panel on the right side of your Agent Workspace interface.
In the Insights panel, click the icon for the feature you need:
- Click the Customer 360 icon to view CRM contact information and related records.
- Click the Interaction metadata icon to view technical details about the current interaction.
- Click the Secure payments icon to initiate a secure payment during a call.
- Click the Custom System Connection via iframe icon to view the embedded external web application.
- Click the Agent Assist icon to access real-time knowledge suggestions and search the Knowledge Base.
Use the selected feature as needed:
- Customer 360: Search for contacts, view engagement history, create activities, or edit records. For detailed instructions, see Using Customer 360.
- Interaction metadata: Copy the interaction ID or review technical details.
- Secure payments: Select a payment profile and guide the customer through the payment process. For detailed instructions, see Secure payments in the Insights panel.
- Custom System Connection via iframe: View or interact with the embedded application. Note that the iframe does not update automatically - interact with the page directly to trigger updates.
- Agent Assist: View real-time knowledge suggestions, copy and reuse suggested responses, or search the Knowledge Base manually. For detailed instructions, see Using Agent Assist in the Insights panel
Switch between features by clicking different icons in the Insights panel navigation bar as needed during the interaction.

Interaction metadata fields

Interaction metadata displays technical information about the agent's current or selected interaction. This information helps agents identify specific interactions for troubleshooting, reporting, or reference purposes. Agents can copy the interaction ID to share with supervisors or technical support when reporting issues.

To access Interaction metadata, click the Interaction metadata icon in the Insights panel navigation bar.

Available fields:

Field	Description	Availability

Field	Description	Availability
Interaction ID	A unique identifier assigned to the interaction. Click the copy icon to copy the interaction ID to your clipboard.	All interactions
Alerted at	The date and time the interaction arrived in Agent Workspace (for inbound interactions) or was initiated (for outbound interactions).	All interactions
Initial direction	The direction of the interaction when it started, relative to VCC. Values: Inbound: incoming to your contact center. Outbound: outgoing to the customer. Internal: between agents or internal systems.	All interactions
Presented number	The number presented to the contact when the call was made. If you did not initiate the call, this is the number the initiating agent used to make the call. This is the caller ID the customer saw.	Outbound calls only
From address	The phone number, email address, or identifier of the participant who initiated the interaction. For inbound calls, this is the customer's phone number. For chats, this may be a chat ID or username.	Inbound calls and chats
To address	The phone number, email address, or identifier of the participant initially contacted within the interaction. For inbound calls, this is your contact center's phone number. For outbound calls, this is the customer's phone number.	All interactions
Conversation ID	A unique identifier assigned to the conversation within VCC. A conversation groups associated interactions of the same or different media channels. Multiple interactions may share the same Conversation ID if they are related (for example, a callback related to a previous chat).	All interactions
Media channel	The method of communication used for the interaction, displayed with its corresponding icon. Values: Phone. Webchat. SMS. Email. WhatsApp.