Documents
Agent Widget– User Guide
Empower your support and sales agents with the CCXAI Agent Widget for managing real-time customer conversations via chat and voice call. This guide walks through login, call/chat handling, features, and session management.
Before You Start – Allow Permissions
- When using the widget for the 1st time, your browser will prompt you to allow access to your microphone and optionally your screen.
- Click “Allow” when prompted to grant the necessary permissions.
- This ensures smooth voice call and screen sharing functionality.
Login to the Agent Console
- Email/Username/Phone Number
- Password
- Tenant Code (unique to your company)
- Click Login.
- Use “Forgot Password?” if needed.
Set Agent Status
- Use the status dropdown (top-right corner) to toggle between:
- Ready – Available to receive calls/chats.
- Not Ready – Temporarily unavailable.
- Being in “Ready” mode ensures you're part of the active queue.
Agent Dashboard Overview
- Use the status dropdown (top-right corner) to toggle between:
- Available support queues (e.g., PSTN, CHAT, VOIP).
- The engagement area updates when a session begins.
- Dial pad for PSTN call
Handling Incoming Chat Requests
- A popup panel shows incoming chat requests.
- ✅ Accept – Start the chat.
- ❌ Decline – Reject the request.
Handling Incoming Voice (VOIP) & PSTN Calls
- Receive incoming voice call requests.
- ✅ Accept – Start the call
- ❌ Decline – Reject the request.
Active Chat Interaction
- View and respond in real-time.
- Message timestamps
- Attachments (documents/screenshots)
- Emojis & icons for interaction
- End the session via “End Chat” when complete.
Active Voice Call Interface
- Once connected, control panel offers:
- Mute/Unmute mic
- Volume settings
- Start screen share
- End call
- Call duration timer tracks live session length.
Screen Sharing
- During a voice call, agents can initiate screen sharing.
- A new tab or window opens for screen broadcast.
- Ideal for walk-throughs or remote support.
Post-Engagement Wrap-Up
- After a session ends, the Engagement Summary appears:
- Engagement ID
- Customer name
- Channel (CHAT/VOIP)
- Start/End time
- Duration
- Disposition dropdown lets you categorize the outcome (e.g., Resolved)
- Add internal notes.
- Click “Save & Close” to complete the session.
Security and Privacy
- All chat and call data is encrypted.
- Screen sharing is optional and fully controlled by the agent.
- Session logs are securely stored for quality and audit purposes.