Customer 360 in the Insights panel in Agent Workspace

Overview

The Agent Workspace insights panel features Customer 360, which delivers real-time, context-aware data tailored to the current interaction

Currently, a Vonage Contact Center account can be integrated with several customer relationship management (CRM) systems:

• Bullhorn

• Clio

• ConnectWise

• Google

• HubSpot

• JobDiva

• Microsoft 365 (Office)

• Microsoft Dynamics 365

• NetSuite

• Salesforce

• SugarCRM

• Zendesk

• Zoho CRM

For information about integrating a VCC account with CRM systems, see Configuring Customer 360 in the Insights panel in Agent Workspace.

Customer relationship management (CRM) systems

Selected CRMs — Google, HubSpot, Microsoft Dynamics 365, Salesforce, Zendesk, and Zoho CRM — work with the Data Connector applet. You can configure this applet to retrieve data from the CRM and send data to it. For information about the Data Connector applet, see Data Connector applet.

When an agent first accesses Agent Workspace, they see any CRM systems integrated with their VCC account in the insights panel.

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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 accessing and setting up customer 360, see Using the insights panel in Agent Workspace and Setting up and using Customer 360 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.

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They can also create new activities.

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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 in the selected CRM, the number of matches is indicated by a number when the agent selects the interaction in the conversation log.

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

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 the agent searches for and opens Contact 2, the interaction will be related to Contact 2.

Automatic activity creation

If configured for your account, activities can 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. The automatically created activity is linked to the contact that was opened in Customer 360.

For information about configuring automatic creation of activities, see the Configuring automatic creation of activities section in Configuring Customer 360 in the Insights panel in Agent Workspace.

Record popping

When an interaction reaches a Data Connector applet, the applet searches the CRM systems for records as configured. If the applet identifies a matching record and popping is enabled, when the assigned agent accepts or selects the interaction in the conversation log, the record opens ('pops') in the Information section. If the matching record is a Case, the record pops also in a tab next to the info tab.

If the record is a contact record, it overrides any matches found using the contact’s phone number search described in the Automatic phone number search section earlier in this page.

For information about configuring record popping in Customer 360, see Configuring record popping in Customer 360 in the Insights panel.

Related records

Using C360 you can also view, create, and edit activities related to the interaction, including notes, tasks, calls, chats, and so on. These activities contain information on the customer that is relevant to the interaction.
You can create activities manually in the Insights panel, but activities are also created automatically at the end of an interaction and automatically added to the related records list.

The application displays the related activities in the Insights panel. The application automatically displays the available activities under sections:

• New - activities added manually during an interaction appear in the related records box immediately, and are labeled as 'new' during the ongoing interaction. 

• Suggested - activities added during the previous interactions (manually and automatically) that appear in the related records box are labeled as 'suggested'.

Example
Note added manually

1. Go to the top bar and click the Add button.

2. Populate the fields with the relevant information as needed.
   In this scenario, the note is called Important information.

3. Press the Create button to finish. 
   The note is added automatically and will be immediately displayed in the related records.

Tip

You can add/remove suggested records using the link button next to the record.

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CRM related records

To see the full list of the available records, go to the related records box and click Search more records. You can see a list of configured objects related to the customer stored in CRM, for example, notes, calls, and meetings.

Filtering

Administrators can pre-filter which related records agents can view in the C360 panel. For example, the filters include showing only open cases, high-priority tasks, or events in the next 7 days.