Configuring record popping in the insights panel

The insights panel in Agent Workspace shows context-based contact information relating to an agent’s current interaction. When a Vonage Contact Center account has been integrated with one or more CRM systems and an agent receives an inbound interaction, related information in the CRM systems may appear in the insights panel. For more information about the insights panel and integrating CRM systems, see Insights panel in Agent Workspace and Integrating Vonage Contact Center with CRM systems for the insights panel in Agent Workspace.

Configuring record popping

By default, Agent Workspace can find and display related information using the contact’s phone number. Alternatively, you can configure the interaction plan that routes interactions to agents in Agent Workspace to identify a specific record in the CRM system. Agent Workspace can then open ('pop') that record in the insights panel.

To configure record popping in the insights panel, you must create a Data Connector applet that gets data from one of the supported CRMs. For information about creating this applet, see Retrieving data from an integrated and linked CRM system. In the Matched records section, select Pop matched record. (To turn record popping off, clear Pop matched record.)

Continue configuring the applet as required.

When you have finished, include the applet in an appropriate place within the interaction plan used to route interactions to agents in Agent Workspace.