Insights panel in Agent Workspace

1 Overview
2 Prerequisites
3 Limitations
4 For administrators: Enabling Insights panel features for agents
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.

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

Prerequisites

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

Area	Requirements

Area	Requirements
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.

Limitations

Area	Limitations

Area	Limitations
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.

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

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 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.
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
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.