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.

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

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

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

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

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

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:

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

Action	Shortcut	Description
Switch Mode	Alt + M	Switch between different modes (e.g., call, chat, etc.).
Accept Call	Alt + A	Accept incoming call.
Reject Call	Alt + R	Decline incoming call.
Conference	Alt + C	Start a conference call.
Transfer	Alt + T	Initiate call transfer.
Hold	Alt + H	Place a call on hold
Mute	Alt + M	Mute/unmute mic.
Keypad	Alt + K	Open/close the dialer keypad.
Hangup/Disposition	Alt + D	End call and open disposition.
Submit Disposition	Ctrl + S	Submit disposition.
Agent to Agent Call	Alt + Shift + A	Open the Agent to Agent Calling window.
Performance Tab	Alt + P	Open the performance tab.
Outbound Message (on Call)	Alt + Shift + O	Send message while on call.
Outbound Message	Alt + O	Send general outbound message.
History	Alt + H	View call logs.
Notifications	Alt + N	Open notifications panel.
Force Ready State	Alt + Shift + R	Force the agent to enter the ready state.
Change State to Ready	Alt + Shift + Y	Change agent state to ready.
Change State to Pause	Alt + Shift + P	Change agent state to pause and select a pause reason.
Audio Settings	Alt + Shift + S	Open audio settings window.
Dashboard	Alt + D	Open dashboard.

A new Interaction Hub tab is now available on the Agent Toolbar in desktop view. This includes:

Active Chats Widget
- Displays all active and incoming chats grouped by channel (WhatsApp, Webchat, SMS, Email, Others).
- Vertical list layout provides better visibility and fewer clicks for navigating between conversations.
- Visible only in Digital or Blended mode.
- The Interaction Hub will not open automatically in case of calls
- The Interaction Hub will open automatically in case of a new chat irrespective of Digital or Blended mode
- For this feature to work - Agents should be assigned to Digital or Blended mode.
Agent Assist Widget
- Real-time AI assistance during both voice and chat interactions.
- Displays helpful prompts and summaries to improve agent responses.

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Please contact Ozonetel to enable this feature for your account.

Watch the video to check how the interaction hub works on the agent toolbar.