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How to create custom insight cards with UI Events Framework


In this article, I will address the 24A Fusion Service Center Extensibility Feature, focusing on how to create custom insight cards with UI Events Framework.

Problem Statement:

System implementors currently face a limitation with the out-of-the-box Insights Panel. Despite its usefulness in providing agents with vital information during customer interactions, it lacks the flexibility to add new, custom insight cards. These custom cards, based on the implementor's own requirements and logics, could provide further context or functionality that is not covered by the standard cards. This limitation hinders the ability of system implementors to fully adapt the Insights Panel to their specific needs, potentially resulting in less efficient and effective customer service interactions.

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