As an agent, context is really important to you. Often, when you are are resolving an issue you will need additional information to resolve it. Instead of asking users for that information or querying the system, Smart Plugs are used. Smart Plugs are nothing but custom integrations that are used to pull data out of your systems, CRMs, or any other third party applications. This extracted information is available to you without taking the steps to get it from users. 

Note : If you don't see that information, make sure you have hidden the Views tab. You can do it by clicking the small arrow on top of the Views tab. After hiding it, you will see the additional context information on the right side of the screen under Smart Plugs.