Other Features

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.

ActionShortcutDescription
Switch ModeAlt + MSwitch between different modes (e.g., call, chat, etc.).
Accept CallAlt + AAccept incoming call.
Reject CallAlt + RDecline incoming call.
ConferenceAlt + CStart a conference call.
TransferAlt + TInitiate call transfer.
HoldAlt + HPlace a call on hold
MuteAlt + MMute/unmute mic.
KeypadAlt + KOpen/close the dialer keypad.
Hangup/DispositionAlt + DEnd call and open disposition.
Submit DispositionCtrl + SSubmit disposition.
Agent to Agent CallAlt + Shift + AOpen the Agent to Agent Calling window.
Performance TabAlt + POpen the performance tab.
Outbound Message (on Call)Alt + Shift + OSend message while on call.
Outbound MessageAlt + OSend general outbound message.
HistoryAlt + HView call logs.
NotificationsAlt + NOpen notifications panel.
Force Ready StateAlt + Shift + RForce the agent to enter the ready state.
Change State to ReadyAlt + Shift + YChange agent state to ready.
Change State to PauseAlt + Shift + PChange agent state to pause and select a pause reason.
Audio SettingsAlt + Shift + SOpen audio settings window.
DashboardAlt + DOpen dashboard.

Interaction Hub Tab on Agent Toolbar

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.