Introducing Agent Insights!
SummaryProvide your agents with contextual best actions to solve incidents quickly
Starting in the 21B release, incident workspace rules can be created to show Insights Cards in the new Insight Panel in Browser UI. When selected by an agent, the cards fire named events which can be picked up as triggers for workspace rules, workflow, and scripts. This is a great way to guide agents with suggested actions, automate routine tasks, or facilitate process compliance. In the end, incidents will be solved faster and your customers will be happier!
Here's a look at an incident workspace with sample Insights cards.