CloudCX Agent & User Manual

Ch. 01 · Welcome & sign-in

1.2 The sign-in screen

The very first thing you see is the sign-in card. Until you sign in, the rest of the desktop stays hidden — that is on purpose, so nobody can see customer conversations over your shoulder before you have logged in. Let us learn this manual’s style on the simplest screen in the book: a labelled picture first, then numbered steps, then a worked example.

CloudCX Agent & User Manual

Ch. 01 · Welcome & sign-in

1.3 Signing in, step by step

Here is the whole sign-in, start to finish. It takes about ten seconds once you know your details. Follow the steps in order; the bold phrase at the start of each step is the action, and the rest is the detail.

1. Open the desktop. In your browser, go to agent.cloudcx.app. The sign-in card appears on a dark background; the workspace behind it stays hidden until you are in.
2. Type your username or email. Use exactly what your supervisor gave you. It is not case-sensitive for the email, but type it carefully.
3. Type your password. The characters show as dots. If you are on a shared computer, make sure nobody can see your keyboard.
4. Select Sign in. The button shows a brief moment of Signing in… while it checks your details.
5. Enter a security code if you are asked for one. Some accounts have an extra step. If a code box appears, follow § 1.4; if not, you go straight in.
6. You land on the desktop. The workspace appears, your name shows top-right, and your status is set to Available so work can reach you. You are ready for your shift.

1.3.1 If your details are wrong

If the username or password don’t match, a small red message appears at the top of the card and the workspace stays hidden. Two messages are worth knowing:

1.3.2 Worked example — Maya signs in for her morning shift

CloudCX Agent & User Manual

Ch. 01 · Welcome & sign-in

1.4 The extra security code (two-step sign-in)

To keep customer data safe, some accounts add a second step after the password — a short, one-time code that only you can get. This is called two-factor authentication (2FA). It is switched off by default, so most agents will never see it; if your account has it on, sign-in simply asks for the code after your password is accepted. There are two kinds, and your account uses one of them.

Either way, the screen looks the same: after you select Sign in, a single box appears asking for the code. Type the six digits and submit again.

1.4.1 Entering your code, step by step

1. Sign in normally first. Enter your username and password and select Sign in as usual (§ 1.3).
2. Get your code. Open your authenticator app and read the current 6-digit number; or open your email and find the message “Your CloudCX sign-in code”.
3. Type the six digits into the code box, then select Verify & continue.
4. You’re in. The desktop opens just as it would after a normal sign-in.

CloudCX Agent & User Manual

Ch. 01 · Welcome & sign-in

1.5 If you forget your password

It happens to everyone. There is a simple, safe way to set a new one yourself — you do not need to wait for anyone. Selecting Forgot password? on the sign-in card opens the reset page, where you ask for an email link and then choose a new password.

1.5.1 Resetting your password, step by step

1. Select Forgot password? on the sign-in card. The reset page opens.
2. Type your account email and select Send reset link. You’ll see the confirmation message above.
3. Open the email from CloudCX and select the reset link inside it. (Check Spam/Junk if it’s not in your inbox within a minute.)
4. Choose a new password. The page asks you to type a New password and then re-enter it in Confirm new password so there are no typos.
5. Select Set new password. You’ll see “Your password has been reset. You can now sign in.”
6. Go back and sign in at agent.cloudcx.app with your new password.

CloudCX Agent & User Manual

Ch. 01 · Welcome & sign-in

1.6 Your first look at the desktop

Take a breath — the desktop only looks busy. It is really just three columns with a strip of controls across the top, and the same layout stays put all day. Get comfortable with the parts now and every later chapter will feel familiar. The picture below is what you see straight after signing in, with nothing selected yet.

CloudCX Agent & User Manual

Ch. 01 · Welcome & sign-in

1.7 Signing out at the end of your shift

When your shift ends, sign out cleanly so no work is routed to an empty chair and nobody can use your session. There is a small sign-out button at the top-right of the desktop, next to your name.

1. Finish what you’re on. Wrap up any open interaction first (Chapter 6) so nothing is left half-done.
2. Set yourself Offline (Chapter 2) so no new work is sent to you while you close down.
3. Select the sign-out button (the door-with-arrow icon) at the top-right, beside your name.
4. Confirm you’re back at the sign-in card. On a shared computer, this matters — it keeps customer conversations private for the next person.

1.8 The callout legend

Throughout this manual you’ll see coloured boxes set apart from the main text. Each one carries a particular kind of advice — learn to recognise them at a glance, because the most useful tips and the most important cautions live inside them.

CloudCX Agent & User Manual

Ch. 01 · Welcome & sign-in

1.9 How to read the rest of this manual

Every chapter from here follows the same friendly rhythm, so once you’ve done one you know how they all work:

• A labelled picture first. Each screen is redrawn as a clear, branded picture with numbered pink markers. Marker “3” always matches item 3 in the list beneath it. Pictures are numbered as Figure 1.4 (chapter 1, fourth figure).
• Then simple numbered steps. Do them top to bottom. The bold phrase is the action; the rest is the detail.
• A worked example. A made-up agent runs through the task with real-looking values, so you can picture the result.
• A Try-it exercise. A short hands-on practice with a clear “done when” line.

A couple of small conventions help you read quickly: bold means a button or label exactly as it appears on screen (for example Sign in); pink web addresses are pages to visit; keys like Enter are keyboard keys; and cross-references use the section number, e.g. “see § 1.4”, never a page number — printed page numbers shift with your printer and zoom.

1.10 What’s ahead

Here is the road map for the chapters to come — roughly the order of a real shift.

CloudCX Agent & User Manual

Ch. 02 · Tour of the desktop

2.2 The big picture — three columns and a top bar

The whole desktop is laid out the same way all day, so once you know where things live you never have to hunt. Across the top is a thin top bar. Below it are three columns, left to right:

• Left — your Inbox. The waiting line of conversations assigned to you, on every channel.
• Middle — the conversation. The one chat or call you are working on right now.
• Right — the customer. Who they are, their history, your notes, AI help, and the wrap-up form.

Figure 2.1 shows the desktop with a live chat open. The numbered markers point at the parts we will cover one by one through this chapter.

CloudCX Agent & User Manual

Ch. 02 · Tour of the desktop

2.3 The top bar — your status & counters

The top bar runs across the very top of the screen. It is small, but it controls the single most important thing about your shift: whether new work is sent to you. Figure 2.2 names each piece.

2.3.1 Your four states — what each one means

1. Select the status pill in the top bar (marker 2 above). The menu drops down.
2. Pick a state from the list. A tick appears next to your choice.
3. Watch the dot & timer. The pill recolours to match, and the timer restarts — it shows how long you have been in this state.

CloudCX Agent & User Manual

Ch. 02 · Tour of the desktop

2.4 The inbox — your waiting line

The left column is your inbox: one tidy list of every conversation assigned to you, no matter which channel it came from. A phone call, a WhatsApp message and an email all sit in the same list, each with a small coloured icon so you can tell them apart at a glance.

At the top of the inbox are two helpers. Work-mode tabs switch between your normal Inbox and the outbound Campaign dialer (used only if your team makes outbound calling campaigns). Below them, channel filters let you show just one channel — for example only the chats — when the list gets busy.

The full set of channel filters you may see is: All, Voice, Chat, WhatsApp, SMS, Email, Messenger, Instagram, X and Social. Your team leader decides which channels your team handles, so you may not see all of them.

CloudCX Agent & User Manual

Ch. 02 · Tour of the desktop

2.5 The conversation — chat, WhatsApp & SMS

When you open a chat, WhatsApp or SMS conversation, the middle column becomes a familiar messaging view. Their messages sit on the left in light bubbles; your replies sit on the right in dark bubbles. You type at the bottom, and there are quick replies just above the box for things you say all the time.

2.5.1 Worked example — reply to a chat

Let’s answer Aisha’s chat from start to finish.

1. Open the chat. In the inbox, select Aisha Khan. Her conversation fills the middle column.
2. Read what she needs. Her message says her invoice looks too high — the right column will help you check (we cover that next).
3. Greet her. Tap the Greeting quick reply, or type your own, then send with the pink arrow.
4. Answer. Type your explanation in the message box and send. Your bubble appears on the right with delivery ticks.
5. Leave a note (optional). Jot a private internal note so the next agent knows what you did.

CloudCX Agent & User Manual

Ch. 02 · Tour of the desktop

2.6 The softphone — taking calls on screen

For a phone call, the middle column becomes a softphone: a phone built right into your browser, so you make and take calls with your headset — no desk phone needed. You will see the caller, a running call timer, the call buttons, and a dial-pad you can open when you need to type numbers.

2.6.1 The call buttons, in plain words

CloudCX Agent & User Manual

Ch. 02 · Tour of the desktop

2.7 The customer panel — who you are talking to

The right column tells you who the customer is the moment you open their conversation, so you never have to ask “can I take your account number?” when we already know them. It also holds the clever AI Assist helper and your wrap-up form. Figure 2.6 names each card.

CloudCX Agent & User Manual

Ch. 02 · Tour of the desktop

2.8 AI Assist — your helper on every conversation

AI Assist lives in the right column and reads the conversation for you. It cannot send anything to the customer on its own — it only suggests — so you are always in control. It has two buttons:

1. Open a conversation. AI Assist works on whatever is in the middle column.
2. Tap Analyze. After a moment you get a mood badge, the key topics, and a suggested reply.
3. Use the suggestion. If the reply fits, choose Insert to place it in your message box — then edit it in your own words before sending.
4. Tap Summarize any time you want a tidy recap to paste into your notes.

2.9 Wrap-up — closing a conversation

When you finish helping a customer, you record how it went in the Wrap-up form at the bottom of the right column. This takes a few seconds and keeps everyone’s records accurate. Pick an outcome, add a tag or two, type a short note, and save.

The outcome choices you will usually see are Resolved, Callback scheduled, Pending customer, No interest and Wrong number. Your team may add a few of its own — if you are unsure which to pick, ask your team leader.

2.10 Quick recap

You have toured the whole agent desktop. Carry this map with you:

• Top bar — set yourself Available to receive work; watch your counters.
• Left (Inbox) — pick a conversation; filter by channel when it is busy.
• Middle — chat in message bubbles, or take calls on the softphone.
• Right (Customer) — see who they are, get AI help, and wrap up when done.

CloudCX Agent & User Manual

Ch. 03 · Handling voice calls

3.2 Going Available so calls reach you

Calls are handed out by the routing engine (the ACD), and it only sends work to agents whose status is Available. Your status lives in the green pill at the top-left of the desktop, next to the CloudCX logo. Think of it as your “ready” sign: when it is green, you are in the queue and the next caller can ring through to you.

3.2.1 What each status means

1. Click the status pill. The drop-down menu opens with the four options.
2. Choose Available. The pill turns green, the timer resets, and the routing engine adds you to the pool. You are now waiting for calls.
3. When you leave your desk, switch to On Break. This stops new calls reaching you the moment you click it — do not just walk away on Available, or a caller will ring an empty seat.

CloudCX Agent & User Manual

Ch. 03 · Handling voice calls

3.3 A call arrives: the screen-pop

When the routing engine sends you a call, two things happen at once: your headset rings, and a screen-pop card slides in at the top-right of the desktop. The card tells you, before you even answer, who is calling and which queue the call came from — so you can greet the customer the right way. This is the moment to take a breath and read the card.

CloudCX Agent & User Manual

Ch. 03 · Handling voice calls

3.4 Answering and the on-call controls

When you accept a call, the centre of the screen switches to the Voice panel: the caller’s name and number, a live call timer, a gently moving sound wave, and a row of round control buttons. The same right-hand Customer panel fills with the caller’s record, recent history, and AI Assist. Everything you need is on one screen.

3.4.1 Mute and Hold — the two you will use most

A control that is switched on glows pink and shows its state in the timer line, so you always know where you stand.

• Mute stops the caller hearing you — perfect for a cough, a quick word with a neighbour, or while you type. The caller hears silence, so tell them “bear with me a second” first, then un-mute and continue.
• Hold is different: it plays music to the caller and frees you to look something up or speak privately. The timer line shows ● on hold. Always come back on the line with “thanks for holding”.

3.4.2 The keypad (sending touch-tones)

Sometimes you have to navigate an automated menu on the customer’s behalf — “press 1 for accounts”. Click Keypad to open the dial-pad; the buttons now send touch-tones down the live call instead of starting a new one. Click Keypad again to close it.

CloudCX Agent & User Manual

Ch. 03 · Handling voice calls

3.5 Passing the call on: transfer and conference

Not every call is yours to finish. When a customer needs a different team or a specialist, you can hand the call over with Transfer, or bring a colleague onto the line with Conference. CloudCX gives you two ways to do this, and choosing the right one is a key agent skill.

3.5.1 A blind transfer with the Transfer button

The Transfer button does a blind transfer. When you click it, a small box asks for the destination — type the colleague’s extension, a queue extension, or a full phone number — and confirm. The caller is sent there at once and your screen clears into wrap-up.

1. During the call, click Transfer. The destination box appears.
2. Type the destination. Enter the colleague’s extension, the target queue, or an external number.
3. Click Transfer to confirm. The caller rings the destination, leaves your screen, and the desktop moves you into Wrap-up to disposition the call (§ 3.7).

3.5.2 Conference — a third person on the line (and warm transfers)

The Conference button brings everyone into a shared room where all three of you can hear each other — you, the customer, and the colleague you add. Use it two ways:

• A genuine three-way call — for example you, the customer, and a technical specialist, all talking together to solve the problem.
• A warm transfer — bring the colleague in, brief them while the customer listens (or on hold first), then hang up yourself to leave the customer and colleague connected. The customer never has to repeat their story.

1. Tell the customer what you are doing. “Let me bring in a colleague from Billing — one moment.”
2. Click Conference. The call joins a conference room and your colleague is added.
3. Brief your colleague. Summarise the customer’s issue so they are up to speed.
4. Finish as a three-way, or hang up to complete a warm transfer. If you only needed to introduce them, click Hang up — the customer and colleague stay connected, and you move to wrap-up.

CloudCX Agent & User Manual

Ch. 03 · Handling voice calls

3.6 Ending the call

When the conversation is finished, end the call with the red Hang up button. As a courtesy, let the customer hang up first where you can — it reassures them the call is genuinely complete and there is nothing else they wanted to add.

1. Confirm there is nothing else. “Is there anything else I can help you with today?”
2. Thank the customer and say goodbye. A warm close is part of the experience.
3. Click Hang up. The call ends, the timer shows the final duration, and the desktop automatically switches your status to Wrap-up (ACW) so you can finish your notes — no new call will interrupt you.

CloudCX Agent & User Manual

Ch. 03 · Handling voice calls

3.7 Disposition and wrap-up

The disposition is your short, structured record of what happened on the call: the outcome, a few tags, and a line of notes. It lives in the lower part of the right-hand Customer panel. Filling it in takes a few seconds and matters enormously — it is how the business knows whether problems are being solved, how the next agent picks up where you left off, and how your own handled-call count is credited.

3.7.1 Choosing the right outcome

1. Pick an Outcome. Open the drop-down and choose the result that matches the call.
2. Add tags. Click any tags that describe the topic — you can pick several.
3. Write a short note. A sentence or two: what the customer wanted and what you did. Imagine the next agent reading it cold.
4. Click Save & next. Your disposition is stored on the customer’s record, your handled count ticks up, and you return to Available for the next caller. (Use Save instead if you want to stay in wrap-up a moment longer.)

3.7.2 Worked example — a full inbound call, end to end

1. Go Available. Status pill green, SIP ready. You are in the queue.
2. Read the screen-pop. The card shows Incoming call · Support, Sofia Pereira, +44 7700 900145, with a gold ★ matched tag. Click Accept.
3. Greet by name. “Hello Sofia, you’re through to Support, how can I help?” The right-hand panel already shows her record and recent calls.
4. Investigate on Hold. She describes a double charge. You say “Let me check that for you — bear with me” and click Hold; she hears music while you review the billing record.
5. Resume and resolve. Click Hold again: “Thanks for holding, Sofia — I can see the duplicate and I’ve refunded £19.99; you’ll get a confirmation email.”
6. Close and hang up. “Anything else? … Thank you for calling, have a lovely day.” Click Hang up; the desktop moves you to Wrap-up.
7. Disposition. Outcome Resolved; tags billing and refund; notes “Refund of £19.99 processed; customer happy. Confirmation email sent.” Click Save & next.

That is one complete, well-handled voice call — from the green status pill to a clean, searchable record on the customer’s history.

CloudCX Agent & User Manual

Ch. 03 · Handling voice calls

3.8 Making outbound and campaign calls

So far the customer called you. You can also call out — either a one-off number using the keypad, or as part of an outbound campaign where the system feeds you a list of people to contact. Outbound work lives in its own Campaign mode, kept separate from your inbox so the two never get tangled.

3.8.1 A quick one-off call

1. Open the Voice panel. If it is not already showing, it appears whenever a call is active; from idle, the keypad lives here too.
2. Click Keypad and type the number. Use the on-screen pad or your own keyboard.
3. Press the green Call button. The softphone dials out; your headset connects when the other side answers. The same on-call controls (mute, hold, transfer, hang up) apply.
4. Hang up and disposition exactly as for an inbound call (§ 3.7).

3.8.2 Working an outbound campaign

Switch the left-hand work mode from Inbox to Campaign (the two tabs above the inbox list). Pick a campaign, and the centre shows the next person to call, a Dial button, and — after the call — a disposition form tailored to outbound work.

3.8.3 Dispositioning a campaign call

After each outbound call you record a result, just like an inbound call — but with codes geared to outreach. Pick an outcome code (sale, callback, no interest, not available, wrong number, do not call, voicemail), add free-text disposition and notes if useful, and — if you promised to ring back — tick Schedule a callback and set the date and time. Click Save & next to record it and pull up the next lead.

• Sale — the customer accepted the offer.
• Callback — they asked you to call back; tick Schedule a callback and pick a time so the system reminds you.
• No interest — they declined.
• Not available — no answer or could not talk now; the campaign may retry later.
• Wrong number — the number does not reach the lead.
• Do not call — the customer asked never to be called again. This is important — it removes them from future dialling.
• Voicemail — you reached an answering machine.

CloudCX Agent & User Manual

Ch. 04 · Chats & messaging

4.2 The channels you will see

Every conversation card carries a small coloured dot and icon so you can tell at a glance which channel it came from. The colour is the same everywhere in CloudCX, so you will learn it fast. Here is what each one is, and the one thing to remember about each.

The Inbox also shows Voice (pink). Those are phone calls — you answer them with the softphone from Chapter 3, not the reply box. Everything else in the list is a message you type.

4.2.1 Reading a conversation card

Each card in the Inbox tells you everything you need before you even open it.

CloudCX Agent & User Manual

Ch. 04 · Chats & messaging

4.3 Claiming a conversation and sending your first reply

A new message can arrive two ways. Often the system assigns it straight to you (it picks an available agent automatically) and it lands in your Inbox with an unread badge. Other times a conversation sits in the shared Inbox as open, and you claim it — which simply means "I've got this one." Either way, opening and replying is the same.

When you claim a conversation it becomes yours — your teammates see it is taken so two people never reply to the same customer. When you close it (§4.6) it leaves the active Inbox.

1. Open the conversation. Click any card in the Inbox. Its messages appear in the middle column and the customer's details load on the right. If it had an unread badge, it clears the moment you open it.
2. Claim it if it isn't already yours. If the conversation was waiting in the shared Inbox, click Claim at the top of the conversation. It now belongs to you; the status changes to Assigned. (If it was assigned to you automatically, there is nothing to claim — just start replying.)
3. Read the whole thread. Scroll up to see what the customer said before, especially if a teammate or the AI assistant already replied. Never make the customer repeat themselves.
4. Type your reply. Click in the message box at the bottom and type. Press Enter to send, or Shift+Enter to start a new line without sending.
5. Send. Press Enter or click the pink Send button. Your message appears on the right side of the thread, the customer sees it instantly on web chat, and the card jumps to the top of the Inbox.
6. Keep the conversation going. The customer's replies appear on the left as they arrive. A small typing indicator (•••) shows when they are writing back.

CloudCX Agent & User Manual

Ch. 04 · Chats & messaging

4.4 Quick replies: type less, help more

Above the message box is a row of quick replies — ready-made phrases for the things you say most often. One click drops the phrase straight into your message box, where you can add a name or detail before sending. They save you typing the same sentence fifty times a day, and they keep everyone's wording consistent and on-brand.

The quick replies you see change with the channel — friendlier wording with emoji for WhatsApp and social, a bit more formal for SMS and chat. Here are typical sets:

1. Spot the right phrase. Scan the quick-reply chips just above the message box for one that fits.
2. Click it. The phrase drops into your message box. If the box already had text, the phrase is added after it.
3. Personalise it. Add the customer's name or the missing detail — change "Your reference is #…" to "Your reference is #48217." Always make it feel human, never robotic.
4. Send. Press Enter or click Send as usual.

CloudCX Agent & User Manual

Ch. 04 · Chats & messaging

4.5 Sending and receiving files

Sometimes words aren't enough — a customer sends a photo of a damaged product, or you need to send them a receipt. The paperclip (Attach) button next to the message box handles both.

1. Click the paperclip. It sits just left of the Send button in the composer.
2. Pick your file. Choose an image or document from your computer — a receipt, a screenshot, a PDF.
3. Check it, then send. A preview appears in the message box. Add a line of text if it helps ("Here's your receipt — let me know if you need anything else"), then click Send.
4. Open files customers send you. An incoming image shows as a thumbnail in the thread; click it to view it full size.

4.6 Channel-by-channel tips

Replying is the same everywhere, but each channel has its own personality. A few habits make you look polished on every one.

4.6.1 Working with email

Email looks a little different from the chat channels. Instead of a stream of bubbles, you get the subject line, the full message thread, and a dedicated reply box with a Send reply button and your signature attached automatically.

CloudCX Agent & User Manual

Ch. 04 · Chats & messaging

4.7 The Customer panel: notes, AI Assist & handing off

The right-hand Customer panel follows every conversation you open. It shows who the customer is, gives you AI help, holds your private notes, and is where you wrap up. Three parts matter most while you're messaging.

4.7.1 Handing a conversation to a teammate

Some questions belong to someone else — a billing dispute, a technical fault, a VIP who needs a team lead. In messaging you don't "blind-transfer" the way you do on a call; instead you hand the conversation off so the right person picks it up, and you leave a note so they're not starting cold.

1. Leave a handover note. In Internal notes, write what you've done and what's needed: "Customer wants a refund on #48217, return confirmed received — needs finance approval." This is the single kindest thing you can do for the next agent.
2. Tell the customer. Set expectations: "I'm passing you to our billing specialist who can approve this — they'll reply here shortly." Never hand off silently.
3. Release or escalate. Ask your supervisor (or use your team's handoff step) to reassign the conversation to the right agent or queue. Once reassigned, it leaves your Inbox and appears in theirs — with your note attached.
4. Confirm it's gone. Check the card has left your active list so you don't keep replying to a conversation you've handed over.

CloudCX Agent & User Manual

Ch. 04 · Chats & messaging

4.8 Closing a conversation and wrapping up

When the customer's question is answered, finish the conversation properly. A clean close means your work counts correctly in the reports and the next person who meets this customer knows what happened. It takes about thirty seconds.

1. Check the customer is done. Ask "Is there anything else I can help with?" If they say no — or go quiet after you've fully answered — you're ready to close.
2. Pick an Outcome. In the Disposition box (right column), choose what happened: Resolved, Callback scheduled, Escalated to Tier-3, Pending customer, Sale / upsell, No interest, or Wrong number.
3. Add tags. Click the tags that describe the topic — billing, refund, technical, retention, complaint. These power your team's reports.
4. Write wrap-up notes. One or two lines summarising the outcome for the customer record.
5. Save and move on. Click Save to finish, or Save & next → to save and jump straight to the next waiting conversation. The conversation closes and leaves your active Inbox.

CloudCX Agent & User Manual

Ch. 04 · Chats & messaging

4.9 Worked example: juggling three channels at once

Let's put the whole chapter together. It's a busy Tuesday. Meet Aisha, an agent who is Available and has three conversations land almost at once. Follow exactly what she does — this is the rhythm you'll use every day.

1. Triage by wait time. Aisha glances at the Inbox. Priya's web chat shows the reddest wait time (a live visitor on the site), so she opens that first.
2. Acknowledge instantly. She clicks the quick reply "Let me check that now.", adds Priya's name, and sends: "Hi Priya — let me check that now." Priya knows a human is on it.
3. Switch while she waits. While pulling up Priya's account, Aisha clicks Marcus's WhatsApp card. She claims it and replies warmly: "Hi Marcus! 👋 Let me track that order for you." — then sends his tracking link.
4. Use AI on the email. She opens Dana's email, clicks Analyze in the Customer panel. The AI summarises: "Return received, refund not yet issued; tone: impatient." It suggests a reply, which Aisha edits to add the real timeline.
5. Finish Priya. Back on the web chat, Aisha now sees why the invoice is higher (annual renewal) and explains it clearly. Priya says "Ah, that makes sense, thanks!"
6. Close Priya cleanly. Outcome Resolved; tags billing; note "Explained annual renewal — customer satisfied." She clicks Save & next →.
7. Hand off Dana. Dana's refund needs finance approval. Aisha writes an internal note, tells Dana "I'm passing this to our billing team who can approve it today," and reassigns the conversation. Outcome Escalated to Tier-3.
8. Wrap Marcus. Marcus replies "Got it, thanks! ✅". Aisha closes with Outcome Resolved, tag technical, and a one-line note.

4.9.1 Quick recap

• One Inbox holds every channel — chat, WhatsApp, SMS, email and social.
• Claim a conversation to make it yours, then reply in the message box; Enter sends.
• Quick replies save typing — personalise them; AI Analyze suggests a reply.
• Use the paperclip for files (remember: no attachments on SMS).
• Hand off with an internal note; close with an Outcome, tags and a note.

Next up, Chapter 5 takes you outbound — making calls and working campaign lists from the same desktop. Everything you've learned about wrap-up and dispositions carries straight over.

CloudCX Agent & User Manual

Ch. 05 · Customer context

5.2Reading the Customer context panel

Here is the whole panel as it looks while you are on a live call with a returning customer. Every part is labelled; we will explain each numbered marker underneath, then take the cards one by one in the sections that follow.

CloudCX Agent & User Manual

Ch. 05 · Customer context

5.3How CloudCX knows who is calling

You may wonder how the panel fills itself in. When an interaction arrives, CloudCX takes its contact point — the phone number for a call or SMS, the email for an email, the handle for chat — and looks for a saved contact that matches. If it finds one, you see their full profile. If it doesn’t, it quietly creates a new, blank contact so there is always something to attach your notes and outcome to. This is automatic; you never press a button to make it happen.

5.3.1The incoming-call card (“screen-pop”)

For a voice call, the match shows up the instant the phone rings: a card slides in with the caller’s name and number, the queue they came through, and — if CloudCX recognised them — a small green matched contact tag. That tag is your signal that the full profile is already waiting on the right; you will greet a known customer by name.

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Ch. 05 · Customer context

5.4The CRM record card — their details

The CRM record card is the customer’s saved details. It is deliberately small — just enough to help you serve them well. Below is every field you may see and what it means. Most contacts will only have a few of these filled in; blanks simply mean nobody has captured that detail yet.

The little #code in the corner of the card is the record’s reference number. You rarely need it day-to-day, but it is handy when a supervisor asks you to quote the exact record, or when two people share a very similar name.

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Ch. 05 · Customer context

5.5Recent interactions — the history timeline

The Recent interactions card is a single, merged timeline of this customer’s past contacts with your whole team — not just with you. Phone calls and every digital channel (chat, WhatsApp, SMS, email, social) are woven together and shown newest first. This is how you avoid making a customer repeat themselves: one look tells you what they last needed and whether it was sorted.

Each row has four parts: a coloured dot for the channel, the title of the interaction, a small status line, and the time it happened. The colour of the dot tells you the channel at a glance:

5.5.1Reading a history row

Take a closer look at three example rows. The numbered markers below explain the parts.

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Ch. 05 · Customer context

5.6Looking up a customer & keeping details tidy

Most of the time the panel fills itself in. But sometimes you want to look someone up on purpose — for example a customer emails from one address but rings from a number you don’t recognise, and you want to check it’s the same person. You can search the address book by name, phone or email.

5.6.1Search by name, phone or email

1. Open search. Click in the search box at the top of the desktop (the one with the magnifier, marked ⌘K / Ctrl+K). Type a name, a phone number or an email.
2. Read the matches. CloudCX lists contacts whose name, phone or email contains what you typed, newest first. Each result shows the name, company and the matching detail.
3. Pick the right one. Click a result to open that contact in the Customer panel — profile, CRM record and full history, exactly as if they had called in.

5.6.2Updating a customer’s details

Keeping details accurate helps the next agent and powers the history timeline. To change a detail, click the value in the CRM record card, type the new value, and it saves when you click away. You can also add an internal note at any time.

1. Click the field. In the CRM record card, click the value you want to fix — for example a blank Name, or an out-of-date Company.
2. Type the new value. Enter the correct detail. For a phone number, any format is fine — CloudCX tidies it for you.
3. Click away to save. Moving off the field saves the change. The profile at the top updates straight away.
4. Add a note (optional). Click into the Internal notes pad and type anything useful for colleagues — preferences, sensitivities, a reminder. Notes are private to your team.

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Ch. 05 · Customer context

5.7Worked example — “Who is this caller?”

Let’s walk a complete, everyday situation from start to finish. A call rings in. The screen-pop shows a number you don’t recognise and no matched-contact tag — so CloudCX has no saved customer for it. During the chat the caller mentions she is Maria from Vela Logistics and usually emails you. Here is how you turn a blank panel into a tidy, joined-up customer record.

1. Answer and glance. You accept the call. The Customer panel shows just the number under “No customer” wording and an empty CRM record — this person is new to CloudCX.
2. Confirm she’s new. The history card reads 0 records for the phone number, which fits — she usually emails. You make a mental note to join them up.
3. Capture her name. Click the blank Name in the profile, type Maria Rossi, click away. The avatar now reads MR and the panel greets her by name.
4. Capture company & email. In the CRM record card, set Company to Vela Logistics and Email to [email protected]. Each saves as you click away.
5. Watch the history fill in. The moment her email is saved, the Recent interactions card pulls in her past email and WhatsApp threads — now sitting alongside today’s call. The records count jumps from 0 to 4.
6. Leave a note for the team. In Internal notes, add Prefers email follow-ups; verify before billing changes. so the next agent has the context.
7. Wrap up. Finish the call and complete your wrap-up (outcome, tags, notes) as covered in Chapter 6 — Wrap-up & dispositions. The outcome you pick becomes the status on this call in her timeline.

Result: a caller who arrived as an anonymous number leaves as a complete, named customer whose calls and emails are joined into one history — so the next time she rings, the very first agent greets her by name and sees the whole story.

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Ch. 05 · Customer context

5.8Practice & recap

5.8.1Chapter recap

• The Customer panel on the right fills in automatically when you open or answer an interaction — profile, CRM record, history and private notes.
• CloudCX matches the caller’s phone (digits only, any format) or email to your address book, and shows a green matched contact tag on the incoming-call card when it recognises them.
• The CRM record holds name, phone, email, company, title and extra fields such as tier; blanks just mean a detail hasn’t been captured yet.
• Recent interactions merges calls and every digital channel into one newest-first timeline, colour-coded by channel, so customers needn’t repeat themselves.
• You can search by name, phone or email, edit details inline (saved for the whole team), and add private internal notes.
• Adding a missing email joins a customer’s message history to their call history in one timeline.

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Ch. 06 · AI, voicemail & surveys

6.2Meet the AI Assist panel

Open any text conversation (a web chat, WhatsApp, SMS or email) and look at the right-hand context column. Below the customer’s profile you will find AI Assist — a dark panel with a small spark icon. It has just two buttons, Analyze and Summarize, and it shows its results right underneath them. The panel reads only the conversation you have open; it does not see other customers or other agents’ chats.

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6.3Using a suggested reply

The most useful button on a busy day is Analyze, because it gives you a draft reply you can send in seconds. The golden rule: always read it before you send it. The draft is a starting point shaped by the conversation — you add the human touch, fix anything that is not quite right, and personalise the details.

6.3.1Step by step — analyse and reply

1. Open the conversation. Pick the chat, WhatsApp, SMS or email from your inbox so it is showing in the centre stage.
2. Press Analyze. In the AI Assist panel on the right, click Analyze. After a moment the panel fills with the sentiment, summary, topics and a suggested reply.
3. Read the sentiment first. A Negative badge is your cue to slow down, acknowledge the frustration, and choose your words with extra care.
4. Read the suggested reply. Check it is accurate and on-brand. Does it promise the right thing? Does it use the customer’s actual name and order number where needed?
5. Insert it. Click Insert to drop the draft into your message composer. (Prefer to keep typing your own? Click Copy instead, or just ignore it.)
6. Edit, then send. Adjust the wording, add the personal details, and send it the normal way. You own every word that goes out under your name.

6.3.2Worked example — Priya rescues a frustrated chat

Priya picks up a web chat. The customer, Daniel, has typed three messages in a row about being charged twice and is clearly annoyed. Here is how AI Assist helps her turn it around.

1. Analyze. Priya clicks Analyze. The badge shows Negative −0.7, so she knows to lead with empathy.
2. Read the draft. The suggested reply apologises and offers to check the charge. Priya likes the tone but the draft does not have Daniel’s details.
3. Insert and personalise. She clicks Insert, then edits: she adds “Hi Daniel”, confirms the exact duplicate amount she can see in the CRM, and a clear 3–5 day refund timeline.
4. Send. She sends the message. Daniel replies “thank you, that was quick” — a re-run of Analyze now shows Positive.
5. Wrap up with Summarize. When the chat ends, Priya clicks Summarize, pastes the result into her wrap-up note, sets the outcome to Resolved, and tags it billing and refund (the AI topics gave her the tags).

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Ch. 06 · AI, voicemail & surveys

6.3.3When AI Assist is unavailable

AI Assist is a feature your administrator switches on for your organisation. If it is not enabled, you will simply not see the Analyze and Summarize buttons — instead the panel shows a short message. That is normal and nothing is broken; you handle the conversation exactly as you would have anyway.

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Ch. 06 · AI, voicemail & surveys

6.4Handling voicemail

When a call can’t be answered — the queue is closed, everyone is busy, or the caller chooses it — the caller can leave a voicemail. Each message is saved with the caller’s number, how long it lasts, and the time it arrived. If your team has turned on transcription, you also get a typed transcript so you can read the gist without listening first. Many teams also forward voicemails to email; if so, you may get an email copy too.

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Ch. 06 · AI, voicemail & surveys

6.4.1Step by step — clear a voicemail

1. Find it. Open the message from your inbox. New ones carry an Unread badge — work the oldest first so nobody waits too long.
2. Get the gist. Read the transcript if it’s there; otherwise press Play to listen. Note the caller’s name, number and what they need.
3. Prepare. Glance at the customer’s profile and recent interactions on the right so you can call back informed, not cold.
4. Call back. Press Call back (or dial the number on the keypad). Be ready: greet them by name and refer to their message.
5. Wrap up. After the callback, record the outcome and a short note in the wrap-up panel, just like any call (§ 6.6).
6. Tidy. Mark the voicemail read (or delete it if your team’s policy says to) so it leaves your active list.

Worked example — Marcus returns a missed call

Marcus starts his shift and sees one Unread voicemail. The transcript reads: “Hi, it’s Daniel Tan, account 4471, charged twice for May, please call back after lunch.” Marcus opens Daniel’s profile, sees the duplicate charge in the recent interactions, and at 13:30 presses Call back. He greets Daniel by name, confirms the refund is already moving, sets the outcome to Resolved, writes a one-line note, and marks the voicemail read. Total time: under three minutes — because the transcript let him prepare.

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Ch. 06 · AI, voicemail & surveys

6.5Post-interaction surveys (CSAT & NPS)

After you finish helping someone, you can send a short satisfaction survey so the customer can rate the experience. There are two common kinds, and your team will have a ready-made template for each:

You don’t build the survey — that’s set up for you. Your job is to send the right template at the right moment, and a unique link is generated for that customer. They open it, answer, and their score flows back into your team’s quality reports automatically.

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Ch. 06 · AI, voicemail & surveys

6.5.1Step by step — send a survey

1. Finish helping first. Resolve the customer’s issue before you ask them to rate it. A survey sent mid-problem gets a low score — fairly.
2. Choose the template. Pick the survey your team uses — usually a CSAT (stars) or an NPS (0–10). If you’re unsure which, ask your team lead; most teams have a default.
3. Send it on the interaction. Send the survey so it’s tied to this conversation. CloudCX creates a unique private link for that customer.
4. Confirm it went out. You’ll see the invite is sent. The customer can open the link once; it’s theirs alone.
5. Let it flow back. You don’t chase the result — when the customer submits, the score lands in the team’s CSAT / NPS reports automatically.

Worked example — Aisha asks for a rating

Aisha has just helped a customer reset their account over web chat. Before she closes the conversation she types a warm sign-off — “Glad we got that sorted! If you have a moment, I’d really appreciate a quick rating.” — and then sends the CSAT survey on the interaction. The customer taps 5 stars and adds “super fast, thank you”. A minute later that 5 appears in the team’s CSAT report, and the comment is there for her team lead to read. Aisha sets her wrap-up outcome to Resolved and moves on.

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Ch. 06 · AI, voicemail & surveys

6.6What good wrap-up looks like

Wrap-up — also called after-call work (ACW) — is the short burst right after an interaction ends, when you record what happened. It lives in the Disposition panel at the bottom of the right-hand column. Three quick fields, and a customer’s story is captured cleanly for the next person who picks it up: the outcome, some tags, and a one-line note.

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Ch. 06 · AI, voicemail & surveys

6.6.1Choosing the right outcome

The outcome is how your team measures what actually happened. Pick the one that tells the truth — these are the choices you’ll see:

6.6.2Writing a note your team will thank you for

A good note answers one question for the next person: “what do I need to know to pick this up?” Keep it short, factual and specific. A few examples:

• Outcome chosen — never leave it blank; it’s how your work is counted.
• Specific note — names, numbers, amounts and the next step, in one or two sentences.
• Right tags — so the interaction can be found and grouped later.
• No private data you don’t need — never paste full card numbers or passwords into a note.
• Saved — press Save (or Save & next) before you move on, or the wrap-up is lost.

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Ch. 06 · AI, voicemail & surveys

6.7Practice & recap

6.7.1Chapter recap

• AI Assist reads a text conversation and offers a sentiment read, a summary, topics and a draft reply — it suggests, you decide and send.
• Analyze gives you everything including a reply; Summarize gives just the after-interaction summary for your note. Neither works on live voice calls.
• Voicemail arrives in your inbox with the caller’s number, duration, time and — if enabled — a transcript. Triage, call back prepared, then mark read or delete per policy.
• Surveys are sent on a finished interaction: CSAT (stars) measures the interaction, NPS (0–10) measures loyalty. Each link is private and single-use; scores flow back to reporting automatically.
• Good wrap-up = the right outcome, useful tags, and a short, specific note — never blank, never containing secrets — then Save.

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Ch. 07 · Team-lead basics & FAQ

7.2The Supervisor Wallboard at a glance

Sign in at cloudcx.app/supervisor with your supervisor username and password and the whole shift appears on one page. Nothing here is a button you have to press to “load” data — the numbers tick up and down by themselves and the little LIVE badge top-right tells you the page is connected. Here is the screen with every region labelled.

Lower down the same page (not shown) you will also find Voice queues (calls waiting and agents available per queue), a Campaign monitor for any outbound dialling, and the Quality scorecards tools for scoring a recorded interaction. Those are deeper supervisor topics; for day-to-day floor-walking the seven regions above are all you need.

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Ch. 07 · Team-lead basics & FAQ

7.2.1Reading the agent status pills

Each agent tile carries one coloured pill. These are the same five states an agent picks from their own presence menu (§ 2), so what you see on the wallboard is exactly what they set on their desktop. Learn the colours and you can read the whole floor in a single sweep.

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Ch. 07 · Team-lead basics & FAQ

7.3Coaching a live call: Monitor, Whisper, Barge

These are the three little buttons on every agent tile. Think of them as three levels of help, getting more hands-on each time. They only work while the agent is On call — on any other status they sit greyed out, which is your built-in safety net: you can’t accidentally jump into thin air.

The golden rule is simple: Monitor → Whisper → Barge, in that order, escalating only as far as the call actually needs. Most of the time Monitor alone, or Monitor then a quick Whisper, is enough.

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Ch. 07 · Team-lead basics & FAQ

7.3.1How to monitor, whisper or barge — step by step

1. Find the agent. On the wallboard’s Agents grid, locate the tile with a pink on call pill. Only those tiles have live buttons.
2. Listen first — press Monitor. Click Monitor. You join silently; you can now hear both sides. A toast confirms MONITOR started on …. Give it a few seconds to understand the situation.
3. Coach quietly — press Whisper. If the agent needs a nudge, click Whisper and speak. Only the agent hears you (“Offer the 10% loyalty credit”). The customer hears a normal, uninterrupted agent.
4. Step in — press Barge. If the agent genuinely needs you on the line, click Barge. Now all three of you can talk. Introduce yourself to the customer (“Hi, this is Sam, the team lead…”).
5. Hand back and leave. When the agent is back in control, stop coaching and let them finish and wrap up the call themselves. Watch their tile flip to Wrap-up, then Available.

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Ch. 07 · Team-lead basics & FAQ

7.4Keyboard shortcuts & speed tips

CloudCX is built to be fast with very few keys to remember. The two that matter most are about sending — learn these and you’ll never reach for the mouse mid-conversation again. The rest are everyday browser keys that make any web app quicker.

7.4.1The keys that live inside CloudCX

7.4.2Browser keys that make you faster

Because CloudCX runs in your web browser, the usual browser shortcuts work everywhere in it. These few save real time during a shift. On a Mac, swap Ctrl for Cmd.

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Ch. 07 · Team-lead basics & FAQ

7.5Phone & chat etiquette

The tool only gets you halfway; the rest is how you treat the person on the other end. None of this is rocket science — it’s the handful of habits that turn an “okay” agent into one customers ask for by name.

7.5.1Five quick wins for any channel

• Listen (or read) fully before you respond. Don’t solve the wrong problem fast.
• Own it. Say “I’ll sort this out” rather than “that’s another team.” Use Transfer or Conference only when you genuinely must.
• Leave a clean trail. A good wrap-up outcome, tags and a one-line note are a gift to the next agent — and your future self.
• Mind your status. Go On Break before you step away; never leave yourself Available when you can’t take work.
• End warmly. “Is there anything else I can help with?” costs nothing and prevents a call-back.

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Ch. 07 · Team-lead basics & FAQ

7.6Common problems & quick fixes

Almost everything that goes wrong on your first weeks has a one-line fix. Work down this table top to bottom — the first row solves more issues than all the others combined.

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Ch. 07 · Team-lead basics & FAQ

7.7Agent FAQ

The questions new agents ask most, answered plainly. If yours isn’t here, ask your team lead — and tell us, so we can add it.

Getting started & status

Calls, chats & channels

Team leads

When something’s wrong

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Ch. 07 · Team-lead basics & FAQ

7.8Mini glossary

The words you’ll hear on the floor, in plain English. Keep this page handy for your first fortnight.

Agent

You — the person handling customer calls and messages in the Agent Desktop.

Agent Desktop

Your main workspace at agent.cloudcx.app where all calls and chats land.

ACW After-Call Work

The short “Wrap-up” time after a call to finish notes and set the outcome before you take the next one.

Barge

A supervisor joining a live call so both the agent and the customer can hear them.

Channel

A way customers reach you: Voice, Chat, WhatsApp, SMS, Email, Messenger or Instagram. Each has its own colour.

Conference

Adding another person to your call so three (or more) talk together — you stay on the line.

Handle time AHT

How long an interaction takes from start to finish, including wrap-up. The wallboard shows the team average.

Monitor

A supervisor listening to a live call silently — neither agent nor customer hears them.

Omnichannel

Handling every channel from one screen, with one shared customer history across them all.

Outcome

The result you tag on a call at wrap-up: Resolved, Callback scheduled, Pending customer, No interest or Wrong number.

Presence / Status

Your current state — Available, On Break, Wrap-up or Offline — that tells the system whether to send you work.

Queue

A waiting line of customers for a skill or team. Calls are handed to the next available, suitable agent.

Transfer

Handing a customer to another agent or team; you then drop off the call.

Wallboard

The Supervisor live screen at cloudcx.app/supervisor showing the whole team’s activity.

Whisper

A supervisor speaking only to the agent during a live call — the customer can’t hear it.

Wrap-up

The same thing as ACW — the moment after a call when you record notes and the outcome.