Agents in CloudAgent have access to several additional features designed to enhance productivity, communication, and overall usability.

Agent Notification

Agents receive admin broadcast messages via the notification bell icon. A darkened icon indicates unread alerts.

Agent Pause

Agents can take a break by clicking the pause icon on the toolbar.

Agent sending text messages

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Note

This feature is available through an applicable role in the system. Please check with your administrator for further details.

• Click the messaging icon to send SMS. Below is the interface.

Key Outbound Message points:

• The phone field auto-fills during calls; otherwise, it’s blank.
• Phone number format must follow E.164 (+14089088345, +44987345678).
• SMS templates are provided via admin configuration.
• Agents can edit templates in the message box.

Call History

Agents can view recent customer interactions. This feature is admin-controlled.

Agent Performance & Dashboard tab

The Performance and Dashboard tabs offer real-time metrics, such as:

• Average Talk Time
• Top Performing Agents
• Login & Pause History
• Average After Call Work (ACW)
• Average Hold Time (AHT)

Exception Scenarios & Handling

In case of connectivity issues, agents can use these quick actions:

Each of the options serves a specific purpose as outlined below:

• Force to Ready State: Change status from Busy or ACW to Ready.
• Refresh: Re-sync toolbar data.
• Logout: Exit the system safely.

Number Masking

Customer phone numbers can be partially hidden for privacy. This applies to all views in the agent toolbar.

Admin can enable this using the 'Show Customer Number from Last N Numbers' setting under 'Admin Settings'

Examples:

• 0 or -1 → Fully masked
• 4 → Show only last 4 digits

Agent Toolbar Keyboard Shortcuts

Keyboard shortcuts help agents navigate efficiently and support accessibility for visually impaired users. On Mac, use Option instead of Alt.