Custom System Connection via iframe in the insights panel in Agent Workspace
Overview
Administrators can now embed external web applications directly within Agent Workspace using iframes. This feature allows you to display your custom CRM, knowledge bases, order management systems, or any web-based tool alongside active interactions.
Custom System Connection
The iframeURL is displayed within the insights panel of Intelligent Workspace.
You can configure different URLs for different interaction types or routing paths found within your interaction plans. For example, sales interactions can display your CRM contact view, while support interactions show your ticketing system.
Agent experience
The custom page displayed in the insights panel will remain as a static iframe, unless the page is interacted with by the agent.
The iframe does not update automatically in real-time.
Prerequisites
Organizations must be users of Vonage Contact Center and Agent Workspace.
iframe requirements
The chosen iframeURL that is embedded within the insights panel must adhere to the following requirements:
The URL must support iframe hosting. Administrators can validate their URL via the third-party tool IFrame Tester.
If a CRM is embedded, it must support a URL that allows a dynamic value, such as a Caller ID. This will allow the panel to become dynamic and can then be used for data searches.
Configuration
An iframeURL must be configured within an interaction plan, in order for the information to appear in the insights panel in Agent Workspace.
There are two methods of configuration:
Static - One iframeURL for all interactions in the same interaction plan.
Dynamic - A different ifameURL for each routing path in an interaction plan.
Static configuration
Open the Vonage Contact Center Admin Portal.
Navigate to Interaction Plans > Manager.
Select the Interaction Plans tab.
Locate the interaction plan, select the eclipse and Edit.
Under Data Source, enter the following data into the fields:
Key: iframeUrl
Value: Your iframeURL address
Select Save interaction plan.
Dynamic configuration
Open the Vonage Contact Center Admin Portal.
Navigate to Interaction Plans > Architect.
Locate and select the interaction plan and press Display Selection > Visualise.
Add a Set Data Source applet or configure an existing one.
Under Data Source Configuration, enter the following data into the fields:
Data Source: iframeUrl
Value: Your iframeURL address
Dynamic option
Within the Value field type the $ character to view dynamic system variables.
Select Update.
Continue adding Set Data Source applets for each routing path within the interaction plan.