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Manage Layout

The Manage Layout option allows you to add, delete, and switch between different layouts. While creating a new layout, you can add customizable widgets to the interface.
Manage Layout Button

Notifications

Notifications are real-time alerts that keep agents informed about crucial events and updates. Notifications plays a key role in enhancing the user experience by improving responsiveness, productivity, and workflow management. By promptly alerting agents about New Conversations, Messages from other Agents, Error prompts, Transfer Request, etc., notifications ensure that agents can prioritize their workload effectively and deliver swift, personalized customer service.

The Notifications icon helps you choose preferences to get notified about upcoming events, agent responses, and the type of sound generated upon receiving updates.
Notifications Button

Notifications is compatible with the following browsers:

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge

Note

It is essential to check the browser and system settings to allow notifications to work properly. For example, Check if the browser pop-up and redirect are enabled, system DnD is disabled etc.

Steps to manage notifications:

  1. Click the Bell icon on the top right corner.
    Notifications Button

  2. Click the Settings icon to view the available options.
    Settings

  3. Notifications can be managed for the following:
    Notification Preferences

    Notes

    1. The error prompt sound notifications apply only to console runtime errors and not validation errors on the configuration page.
    2. Web notification option is available for New Message from Customer, Message from manager, SLA Breach, Transfer Request, and New Conversation.
    1. Click the name on the right corner to change the sound for a notification type.
      Notification Name

    2. Click Save to update the notification settings.

User Diagnostics

User diagnostics systematically assesses and analyzes network connectivity and device permissions to identify issues, optimize service delivery, and enhance user satisfaction. Using real-time monitoring, this tool helps resolve problems efficiently, improving agent performance, and ensuring a seamless customer experience.

The User Diagnostics (♡) icon is at the top right corner of the Agent Console.
User Diagnostics Icon

When an agent logs in to the Agent Console, the browser asks for microphone and speaker permissions. If the permissions are granted, the user diagnostics icon will appear green. Hovering over the icon displays “Device connections are active”.
Device Permissions Active

If device permissions are denied, the user diagnostics icon will appear orange. A pop-up appears, prompting you to enable the settings.
Permissions Pop-up

Hovering over the icon displays “Device permissions are missing”.
Device Permissions Missing

Click the Set Permissions button to configure the device permissions.
Device Permissions Page

Agent Diagnostics

Clicking the User Diagnostics (♡) icon displays the Agent Diagnostics page. There are three sections on the agent diagnostics page:

  1. Audio Device,
  2. Video Device,
  3. Connectivity.

Audio Device: You can check your microphone and speaker by recording and playing an audio clip.

Steps to check your audio device:

  1. Select the Speaker and Microphone from the dropdowns on the Audio Device tab.
    Audio Device Selection

  2. Click Start Recording to record the audio.
    Audio Device Selection

  3. You can record up to 12 minutes of audio. Click Stop Recording to stop the recording.
    Audio Device Selection

  4. Click Play.
    Audio Device Selection

    A confirmation message is displayed if no issues are detected with the audio device.

    Audio Device Selection

    Note

    If you cannot hear the audio, check the volume, try a different speaker or microphone, or check your Bluetooth settings.

Video Device: You can check your camera by seeing if your video is visible.

Steps to check your video device:

  1. Select the Camera from the dropdown on the Video Device tab.
    Camera Selection

  2. Check if your video is visible. If yes, there are no issues with your video device/camera.
    Video Check

    Note

    If you don't see your video, select another camera. If the camera is not part of your computer, check your settings to ensure your system recognizes it.

Connectivity: You can evaluate the client's network access by checking the connectivity, bandwidth, and hardware access through a loopback connection to our telephony infrastructure.

Steps to perform the connectivity and bandwidth tests:

  1. Select the Edge Location and Codec Preferences from the dropdowns on the Connectivity tab. You can choose up to three edge locations for testing.
    Connectivity Selections

  2. Click Start Test. The progress is displayed for each edge location.
    Start Test - Connectivity

  3. The Expected Call Quality for each edge location is displayed along with detailed test results once the tests are completed. You can copy the results by clicking Copy Results.
    Test Results

Features

The three monitoring icons, CSAT, Completed, and Average Response, provide details on the completed tasks, in-progress conversations, response time, and customer feedback.

CSAT (Customer Satisfaction) is triggered under the following conditions:

  • In all digital and voice channels, both for user-side and agent-side chat termination:
  • Out of Hours of Operation: CSAT is triggered when a conversation occurs outside of the designated hours of operation.
  • Queue Max Timeout: CSAT is triggered when a conversation remains unaccepted or unassigned to any subsequent agents due to reaching the maximum queue timeout.
    Features

Agent Status

The Status icon allows agents to show customers whether they are available for the conversation or not.
Agent Status

Agent Profile

The Agent Profile icon is located on the top-right corner of the console.
Profile Icon

Clicking the profile displays a window that allows an agent to change their login and contact details.
Profile Details

Clicking Logout allows an agent to exit XO Platform.
Logout Button

App Language

You can choose the language for the Agent desktop application from the following language options:

  • English (United States)
  • Japanese (Japan)
  • Korean (South Korea)

Note

The language selection does not apply to the XO Platform.

Steps to choose the app language:

  1. Click App Language.
    App Language

  2. On the App language pop-up window, choose the language.
    Select Language

  3. Click Save.
    Save Button

    The app language is updated and a confirmation is displayed.

Add Users to Multiple Accounts

You can add all users (Agents/Supervisors/App Owners/App Developers/App Testers) to multiple accounts.

During Sign-in, the user can choose the account and set it as default.

Note

If the user has multiple accounts, they have the option to mark one as the default.

Default Workspace

After the user has signed in, they can switch between accounts. The system displays the account name on the top right corner.
Switch Workspace

Adding New Layout

To configure the responses under a new layout for a particular conversation, follow these steps:

  1. Go to Console > Manage Layout > + Create New. A new layout page is displayed with the available widgets on the left-side panel.
    Add New Layout

  2. Drag and drop the required widgets to the right side of the layout page.
    Add Widgets

  3. Enter a Layout Name for the new layout and click Save.
    Save Layout

Adding Agent AI Widget to a Layout

The below example illustrates the process of adding the Agent AI widget to a layout.
Adding Agent AI

Refresh a Widget

The widget level refresh button enables customers to refresh a widget individually, eliminating the need to refresh the entire application, and keeping widgets up-to-date with the latest information.

The refresh button is accessible only when the user is within that specific widget. Clicking this button refreshes the widget with the most recent data.

Users can still refresh widgets by refreshing the entire application.
Refresh Widget Icon

Chat

The Chat feature is used for internal communication between agents and supervisors. It provides real-time help to customers to solve product-related queries. Customers prefer live chat for quick query resolution. With live chat, you can provide customers with a method to contact you when they have questions or problems that they are unable to answer.

Clicking the Chat icon opens a new display to view the available agents, search for a particular agent, see chat history, and call the agent.
Internal Chat