Documents
CCXai Tenant Panel - Full User Guide
This guide explains each menu available in the CCXai Tenant Dashboard, intended for Tenant Admins and Agents. It also highlights visibility rules and usage steps.
Dashboard
- Purpose: Provides a quick overview of system metrics (e.g., active calls, agents online, reports, etc.).
- Access: All tenant users with dashboard access permissions.
Agents
- Purpose: Manage agents under the current tenant.
- Features:
- Add/Edit/Delete Agents
- Assign Roles (from Tenant Role Section only)
- Fields:
- Name, Status, Role, Phone, Email, Username
Queues
- Purpose: Manage call routing queues.
- Features:
- Create/edit call queues
- Assign agents to queues
- Note: Useful for handling IVR or call flow assignments.
IVR Flows
- Purpose: Create and manage IVR (Interactive Voice Response) workflows.
- UI: Drag-and-drop builder with:
- Collect Input
- Route To
- Functionality: Define call steps and automation (e.g., input collection, redirection, voice prompt).
Roles & Permissions
- Purpose: Manage role-based access control.
- Sections:
- Tenant Role Section (Visible to tenants; where tenant roles are created)
- Important: Tenant users can only assign roles created under the Tenant Role Section.
Support Management (Expandable menu)
- Purpose: Internal management and logs for support/debugging.
- LOV – List of values for dropdowns/configuration.
- List – Possibly a generic entity table.
- Menus – Configure left nav or app menus (if role permits).
- Channel – Manage voice/chat/email channels.
- Location / State / Country – Configure location details.
Tenants
- Purpose: Manage or view tenant-level configurations.
Product Settings
- Purpose: Configure product-level features or system behaviors (e.g., plan limits, features).
- Access: Admin-level tenant roles with permission.
Manage Numbers
- Purpose: Manage phone numbers used in the system
- Actions: Delete numbers.
- Used in: IVR, Queues, Campaigns.
