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v1.0

Ozonetel CCaaS
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Ozonetel CCaaS

  • Overview

CloudAgent Features

  • Voice
    • Outbound Voice
      • Dialer Data Management
      • DID Management
      • Queue Management
      • Rules Management
      • CRM Integrations
    • Inbound Voice
      • Call Routing / IVR
      • Queue Management
      • Rules Management
  • Digital
    • Outbound Digital
      • Outbound SMS & WhatsApp
    • Inbound Digital
      • Chat Routing / ICR
      • Queue Management
      • Rules Management
  • Omnichannel Handling

Video Library

  • Video Library

Quick Start Guide

  • Quick Start Guide

Ozonetel Integrations

  • Integration with Leadsquared
  • Integration with Zendesk
  • Integration with Zendesk Sell
  • Integration with FreshSales
  • Integration with FreshDesk
  • Integration with ZOHO
  • Integration with Salesforce
  • Microsoft Dynamic 365
  • Integration with Fresh Chat
  • Integration with Hubspot
  • Integration with FreshService

TroubleShooting guides

  • Inbound Call Related Issues
    • Unable to connect to a DID
    • Calls are not connecting to DID when forwarded from TFN or moblie
    • Agent is not receiving any calls(offline or online)
    • Calls cannot be placed in Conference
    • Calls have Jitter
    • Calls are getting disconnected automatically in queue

Frequently asked questions

  • General
    • What is the limit for Outbound IVR call blast?
    • What is the capacity / load Ozonetel can handle?
    • What information is required to implement SSO integration with CloudAgent?
  • Admin Portal
    • What is the process to activate DND (Do Not Disturb) calling for a campaign?
    • What are the steps for adding pause breaks for an agent?
    • How can we change the admin password?
    • Is it mandatory to prefix the phone number with 0?
    • Can we add the office landline number to the phone numbers?
    • What is "Transfer Number" feature, whose number it captures, and its use case?
    • What types of call prioritisation features does Ozonetel offer?
    • What is the difference between full & conversation recording and their use-cases.
    • What are dispositions and its uses
    • What is meant by ACW for unanswered calls?
    • What part of the conversation does call recording include?

Agent Guide

  • Overview
  • Getting Started
  • Understanding Agent Interface
  • Handling Voice Calls
  • Handling Chat / Digital channels
  • Other Features
  • Omnichannel Connect

Admin Guide

  • Overview
  • Logging in
  • Dashboard
    • Building a Dashboard
  • Campaigns
    • Inbound Campaign
    • Outbound Campaign
    • Advanced Retries
    • IVR Campaign
    • Chat Campaign
    • Restore a campaign
    • Outbound campaign functions
  • Screen Pop Config
  • Callback URL Config
    • Voice Callback Details
    • Chat Callback Details
  • Templates
  • People
    • User Profile
    • Sub-User
    • Agents
    • Groups
  • Configurations
    • IVR flows
    • Manage Numbers
    • Locations
    • Skills
    • Pause Reasons
    • Dispositions
    • Mappings
    • SIP Locations
    • WhatsApp Configuration
    • WhatsApp Switch Board in CloudAgent
    • Holidays
    • Bulk Update
  • Settings
    • Admin Settings
    • Agent Settings
    • Integrations
      • SSO Configuration
  • Broadcast Messaging
  • Logout

Live Reports

  • Overview
  • Glossary
  • Agent Break Details
  • Agent Overview
    • Agent Performance Report
    • Disposition Summary Report
    • Agent Login Report
  • Audit Log
  • Call Details Report
  • Conference Details
  • Customer Hold Details Report
  • Customer Interaction Details Report
  • Customer Interest (Missed Calls)
  • Digital Channels Details
  • IVR Feedback Details Report
  • IVR Hangup Details Report
  • Missed Call Details Report
  • Predictive Campaign Performance Report
  • PRI Utilization Report
  • SLA Report
  • SMS Report
  • Skill Report
  • Voice mail Report
  • Port Utilisation Report
  • Outbound Whatsapp Report
  • How To Generate Reports

Historic Reports

  • Overview
  • Glossary
  • Home Dashboard
  • Dashboard
    • Daily Call Summary Report
    • Hourly Calls Analysis Report
    • Inbound Call Analytics Report
    • Offline Phone Overview Report
    • Organization Metrics Report
    • Organization Overview Report
    • Performance Dashboard Report
    • Queue Overview Report
    • SLA Report
  • Call Detail Reports
  • Call Analytics
    • Audit Log Report
    • Call Backs Report
    • Campaign Productivity Report
    • Conference Details
    • Customer Hold Report
    • Dialer Count Details Report
    • Hourly Call Details Report
    • Hourly Phone Call Report
    • IVR Feedback Report
    • IVR Hangup Details Report
    • Inbound Call Summary Report
    • Missed Call Report
    • Organization Summary Report
    • Outbound Call Summary Report
    • Phone Productivity Report
    • Port Utilization Report
    • Predictive Campaign Performance Report
    • Skill Productivity Report
    • Transferred Calls Report
  • Agents Reports
    • Agent Break Details Report
    • Agent Call Summary Report
    • Agent Disposition Report
    • Agent Efficiency Report
    • Agent Login Report
    • Agent Productivity Report
    • Agent State Summary Report
    • Hourly Active Agents Report
    • Hourly Agent Call Report
    • Hourly Agents Summary Report
    • Performance Analytics Report
  • Digital Reports
    • Digital Channels Details
    • Chat Disposition Summary Report
    • Digital Detail Report
  • Dynamic Reports
    • Agent Call Summary Report
    • Day Call Summary Report
    • Disposition Call Summary Report
  • Custom Reports
    • Reports List
    • Scheduler Reports
  • Threshold
  • Filters
    • Campaign Filter
    • Agent Filter
    • Call Type Filter
    • Campaign Type Filter
    • Skill Filter
    • Location Filter
    • Call Event Filter
    • Status Filter
    • Phone Name Filter
    • Disposition Filter
    • Duration Filter
    • Transferred Filter
    • Mode Type Filter
  • How to generate a Report

ICR

  • ICR Designer: Build Automated Conversational Flows

Masterclass Series

  • Introduction to IVR Designer
  • Using APIs in IVR Designer
  • Introduction to New Dashboards
  • Bot Designer
  • New UI Adoption

Release Notes

  • CloudAgent 2.0
    • CloudAgent 2.1
    • CloudAgent 2.2
    • CloudAgent 2.4
    • CloudAgent 2.5
  • CloudAgent 3.0

Appendix

  • Appendix

Escalation Matrix

  • Customer Support Escalation Matrix
    • India North
    • India South
    • India West
    • International

CXi Pulse

  • Overview
  • Configuration
    • Configure Snapshots
    • Set Up Topics
    • Insights Configuration
  • Dashboard
  • Reports
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Agents Reports

Updated 3 months ago


Transferred Calls Report
Agent Break Details Report