V 3.23.2504 - 23 May 2025

Customer Profile Widget for full customer view

The Customer Profile widget consolidates and displays real-time contact details, preferences, and behavioral attributes sourced directly from Acqueon Data Cloud, providing agents with an instant context in a single view. The key features are:

• Drives faster, more informed conversations by equipping agents with relevant customer context upfront, reducing handle times and improving first-call resolution.

• Boosts agent productivity and confidence by removing the need to navigate multiple systems, supporting more personalized and outcome-focused conversations.

Customer data is presented using sectioned (configurable) templates, with information grouped under sections like Personal Info or any custom-defined Group. With data defined in groups, agents see only what matters, clearly and concisely. The layout adapts dynamically based on the number of groups.

To achieve this, the administrators seamlessly configure how customer information is organized and delivered to the agent using the Workspace Admin app. The admins can:

• Design different templates aligned to different call types.

• Add, remove, or group fields for logical presentation.

• Map templates to campaigns (outbound) or Queues/Skill (inbound/manual) using flexible 1:many associations.

Important

Requires Acqueon Data Cloud integration with Acqueon Workspace.

GA

Amazon Connect, Cisco, and Five9

Customer Activity widget for instant context on transaction history

The Customer Activity widget offers agents a comprehensive view of a customer’s transactional history, such as purchases, payments, cases, subscriptions, and more, pulled directly from Acqueon Data Cloud entities. This unified view helps agents understand the customer's journey, enabling more personalized and effective conversations.

The widget organizes information into configurable tabs, each representing a group, allowing agents to easily switch between them. Workspace Admins control how transactional data is structured, ensuring agents see only what is relevant to their workflow. For example, admins can create templates that define tabs such as Purchases or Bills, and specify the fields to display under each tab. The admins can:

• Design templates tailored to specific call types.

• Add, remove, or logically group fields to create intuitive layouts that align with business needs.

• Map templates to campaigns (outbound) or DN/DNIS/Skill (inbound/manual) using flexible 1:many associations for broader applicability.

• Configure tabs to display categories like payments, bills, loans, and more.

Important

Requires Acqueon Data Cloud integration with Acqueon Workspace. The Customer Activity widget is designed to be used in conjunction with the Customer Profile widget, and it will not work as a standalone widget.

GA

Amazon Connect, Cisco, and Five9

Performance Coaching Widget for Agent Development

Acqueon Coaching helps boost agent performance with data-driven insights, real-time feedback, and personalized development. The new Performance Coaching widget, available through Acqueon Workspace, provides agents with ongoing visibility into their performance and clear learning goals to support continuous growth.

By analyzing 100% of voice interactions, Acqueon Coaching scores agents on critical behaviors like rapport-building, objection handling, and closing effectiveness, while also helping them learn from top performers. As part of the Acqueon Revenue Execution Platform, it empowers supervisors to deliver targeted coaching, monitor progress, and drive measurable improvements across sales, collections, and customer care.

GA

Amazon Connect, Cisco, and Five9

Configurator– Clone and Import/Export layouts for faster setup

Managing layouts is now easier with the new Clone and Import/Export functionalities in the Workspace Admin application.

Clone: Admins can duplicate an existing layout within the same Workspace instance, making it easy to create similar layouts with different names. This makes it easier to create layout variations quickly, requiring only minor changes through Edit mode.

Import/Export: Admins can now export layout configurations to a text file and then import the file into another Workspace instance. This streamlines layout setup across environments by eliminating the need to recreate similar templates manually.

Together, these enhancements improve layout reusability and consistency across Contact Center setups.

GA

Amazon Connect, Cisco, and Five9

Distinct Outcome Fields for Callback and DNC in Five9

Separate Nonoperative Dispositions for Callback and Do Not Call (DNC) are now available in the Workspace Admin app for Five9. These dedicated dispositions allow admins to track Callback and DNC Outcomes independently in Five9 reports, enhancing clarity and improving visibility.  

Five9

Support for Multiple Finesse Pairs  

Workspace now supports multiple Cisco Finesse instances within a single deployment, with each layout mapped to a specific instance. This enhancement is ideal for multi-tenant environments, offering greater flexibility to configure experiences tailored to different teams, departments, or regions, all within the same Workspace setup.

Note

When upgrading from version 3.22.2501 or earlier, the Finesse SDK Path and Handler File Path URLs must be added to each layout.

From version 3.23.2504 onwards, a single Finesse instance can support multiple layouts.

Cisco Finesse