Customer Profile

The Customer Profile widget helps you empower your agents with as much information about the customer. The data on Customer Profile widget is populated based on the configurations you make in this admin application.  

This section helps you configure all the information that an agent must have for visibility into customer demographics and general profile information, helping effective interactions with customers.

Important

For the application to populate data for the Customer Profile widget, integration of Acqueon Workspace with Acqueon Data Cloud is mandatory. Once integrated, the data shown depends entirely on what data the organization ingests into Acqueon Data Cloud and your configuration.

The data is fetched from the Acqueon Data Cloud application. Acqueon Data Cloud is a powerful application that contains data providing a 360-degree view of customer-related data sourced from various CRMs and other applications.  

Access

To access the Customer Profile widget admin page, follow the steps:

1. Log in to the Workspace admin application using your credentials.

2. You are taken to the AE admin page on successful login.

3. From the dropdown menu on the title bar, select Configurator to navigate to the Configurator page.

4. In the Configurator page, from the main navigation menu on the left pane, select Widget Configuration > Customer Profile.

Create a Template

A Customer Profile template holds information that you configure or define what data is populated on the agent’s  Customer Profile widget. As an administrator, you can configure multiple such templates and use them for specific queues or campaigns. You may also mark a template as a Default Template – data configured in this template is shown to an agent when there is no specific template mapped to the source of the call.

After you successfully open the Customer Profile page, you can see all the configured Customer Profile templates, each one as a separate tile. The page contains Templates and Template Mapping tabs. By default, the Templates tab is selected.

To add a new template, click the +Add button.  

1. Template Name – Type a name for the template.

2. Default Template – Enable this button to make this a default template. If a queue or a campaign is not mapped to any template, Workspace uses the settings on this template to populate customer information to the agent. You can select only one default template.  

3. Description – Type a description for this template. This description appears on the template tile after it is saved.

4. Add Attributes – Attributes are fields on Acqueon Data Cloud. These fields contain values related to a wide range of customer-related information like names, address coordinates, contact information, and more.

   Note

   An attribute belongs to only one group. You cannot add an attribute to multiple groups.

5. Available Attributes – This section contains all the attributes that are part of the Acqueon Data Cloud instance that this Workspace instance integrates with. For example, First Name, Last Name, Mobile Number, Zip Code, and more. In addition, each attribute contains the data type. Select one, many, or all attributes and use the > or the >> button to move them to the Selected Attributes section.  

6. The total count of available attributes is adjusted and displayed after each movement to the Selected Attributes section.

7. Click the Refresh Data button to refresh the Available Attributes section with the latest data from Acqueon Data Cloud.

   Note

   If Acqueon Data Cloud has deleted any attribute that you have selected, the attribute is removed from the Selected Attributes section.

8. Selected Attributes – The selected attributes moved using the > or the >> buttons appear in this section. These attributes can be grouped by data they contain – for example, personal data, contact, location, and more.  

9. The Personal Data group is mandatory and comes with the installer. First Name and Last Name are the two mandatory fields added to this group. In the agent widget, this is the first set of information that an agent sees on being connected to a call. You can add more attributes under this group using the Move Attributes button.

   Notes

   The order of field visibility is flexible. First Name and Last Name are only provided as default and appear as first fields and in bold typeface on the agent desktop. You can remove these two and add some other attributes as the first two attributes – these always appear as bold on the agent desktop.

10. You can add more attributes as part of the Personal Data group.

11. Add Group – Click the Add Group button and type a name for the group. Click Add.

12. The new group appears in the Select Attributes section. Select attributes from the Available Attributes section and move them into this group. For example, to organize all customer contact details, you can create a group named Contacts and add attributes like Home, Work, Mobile, and Email address to it.

    Note

    Any moved attribute gets added to the active group that is expanded. Make sure you add the attributes to the right group.

13. Select Currency – If you have any attribute whose value is a currency (for example, Income, Asset Cost, and similar), select the currency in which the value must be displayed on the agent desktop.

14. Select Attributes – Select the attributes that should display the selected currency. You can select multiple attributes.

15. Click Save to complete.  

16. To delete a group, click the corresponding X icon. Note that all the attributes under this group are also deleted when you delete the group. Click Ok on the popover to confirm deletion.

    Note

    When you delete a group, the associated attributes are moved back to the Available Attributes section.

Map a Template

The next step is to map these templates to queues/campaigns. Agents receive calls from many queues/campaigns they are attached to. When you map templates to queues/campaigns, the agent, on the Customer Profile widget, gets to see the data that the mapped template contains.

Navigate to the Template Mapping tab to map templates to queues/campaigns. Complete the following fields:

1. Template Mapping Name – Type a name for the template mapping you are creating.

2. Template – From the dropdown list, select a template.

3. Select Call Type – Select a call type from Outbound, Inbound, or Manual Outbound.

4. Based on what you select as the Call Type, complete the next field:

   1. Campaign – This is for Outbound calls. Select a campaign from the dropdown list – these campaigns are fetched from the Acqueon Campaigns instance that your Workspace is integrated with. You can select multiple campaigns or all campaigns. An agent receiving a call from this campaign sees the customer data as configured in this template.

   2. Skill – This is for Inbound calls. Type a skill name in the text box. Click Add to add the skill. You can add multiple skills. Note that the skill you add is not validated. An agent receiving a call from this skill sees the customer data as configured in this template.

   3. Manual Outbound – No further input required; directly proceed to save.

   Note

   If the call type is Manual Outbound, you can map only one template.

5. Click Save to complete the mapping.

Note

For manual outbound and inbound calls on Amazon Connect HVOC, during Consult, Conference, and Transfer scenarios, the widget on Agent 2’s screen loads based on the default template configuration. If no default template is configured, the widget will not load data.