CloudX CCAI administrator guide

Live is the home page for administrators, supervisors and managers. It refreshes every 5 seconds while the tab is visible. The tiles read "Calls waiting", "Longest wait", "Active calls", "Service level" and "Answered today", followed by a card per queue, an "Agent status" donut ("Available", "On call", "Ringing", "Wrap up", "Away", "DND", "Offline") and a "Live calls" table. The top bar pill reads "CloudX connected", "CloudX delayed" after 30 seconds without a good read, and "CloudX unavailable" after 2 minutes.

Only CloudX queues with "Calculate statistics" switched on are contact center queues; ring groups and park slots with it off never appear. Agents are people, not devices: a desk phone, a mobile app and a web phone belonging to one person fold into one card, and a person is on the floor only when they are a member of a shown queue.

Choosing what Live shows

Two controls are yours, and both are about what is shown and counted, not about access. On the Queues tab, the "Shown on Live" switch takes a queue off the floor; hidden queues sit under "Not on Live" with a "Show" button. Hiding stops a queue being drawn, never counted. On the Agents tab, "Measured extensions" lets you stop measuring an extension such as a lobby phone: it leaves the floor, the agent reports and the wallboards, while queue numbers, call records and sign in are untouched and yesterday's reports stay as they were. Changes reach every screen within a minute and are written to the audit log. You cannot stop measuring your own login; ask another administrator.

Wallboards

Press "New wallboard", give it a "Name", choose "Shared with" ("Everyone" or one team) and a "Theme", then add up to 24 tiles: "Single number", "Service level gauge", "Queue table", "Agent status board", "Waiting callers", "Calls by hour", "Ticker message" and, with messaging, "Messaging number". Administrators and supervisors edit any board; a manager edits only boards shared with their teams; agents can open boards but not create them. "TV links" put a board on a screen with no login: give the link a "Label", choose when it "Expires", and copy it when it is shown, because it is shown once. "Revoke" stops the TV updating. A TV shows agent first names with a last initial and extensions, never caller numbers or recordings.

Calls lets administrators, supervisors and managers search up to 31 days at a time by "Range", "Direction", "Queue", "Agent", "Number" and "Outcome" ("Answered", "Abandoned", "Voicemail", "Missed", "Outbound", "Internal" or "Feature codes"). A manager sees only calls that touched their teams' agents or queues. Agents cannot open Calls.

A call page shows "Wait", "Talk", "Hold", "Total" and "Legs", then the "Call timeline" ("Entered queue", "Ringing", "Answered", "Transferred", "Voicemail", "Hung up"), each event marked "Recorded" by CloudX or "Inferred" from the records, and a "Legs" table. "Export CSV" and "Print" are at the top. The "Recording" card plays the call at 0.75x to 2x and offers "Download". Audio streams from CloudX and is never stored by CCAI; recordings stay on your CloudX account under its own retention. Every play and download is written to the audit log. Agents never see recordings.

How the numbers are measured: wait counts from the start of the call, so an auto attendant in front of a queue lengthens waits and lowers service level. A call belongs to one queue, so an overflow from A to B counts for A. An agent's "missed" count includes every inbound call that rang them and was answered elsewhere, went to their voicemail or passed through them.

Settings, "Audit log" (administrators only) records every call viewed or exported, every recording played or downloaded, and every configuration change. A change made by XCLUTEL support appears under the operator's name with the reason they typed.

Settings, "Keyword watches" lets an administrator create up to 20 watches. Each is a "Name", up to 20 "Phrases, one to a line", "Which calls" ("Any call", "Incoming calls", "Outgoing calls"), optional "Queues" and "Agents", and who is told: "Email these people" (up to 10 administrators, supervisors or managers, because the email carries the caller's number), "Text these numbers" (up to 5 mobiles; a text never carries the caller's number) and "Raise an alert in the console". Supervisors read the watches; administrators change them.

Matching is whole words and ignores case: "cancel" does not match "cancellation", and there are no wildcards. It happens after the call, not during it: CloudX finishes its transcript some minutes after hang up and CCAI looks every five minutes, so expect the message 10 to 30 minutes later. "Test these phrases" counts how many recent transcribed calls would have matched without telling anyone. The switch at the top, "CCAI looks for these phrases on this account's calls", is the master switch. A watch sends at most 20 notifications an hour and the account 200 a day; past that a match is shown as "Held" and nothing is sent later. Matches are kept 90 days.

Settings, "Teams": press "New team", name it, then add "Members", "Managers" and "Queues". Each picker saves as you change it. Teams decide what a manager sees everywhere: their agents, their queues' calls, their conversations in the inbox, their wallboards and their coaching. A manager sees their own teams on a read only page.

Settings, "Queue settings" holds the thresholds behind every tile, gauge, alert and report. Per queue: "Answer within (s)" (default 30), "Target (%)" (default 80), "Short abandon (s)" (default 10) and "Wait warning (s)" (default 60). A call answered inside "Answer within" counts towards the service level; a caller who hangs up inside "Short abandon" is left out of it. These are CCAI's own numbers and nothing in CloudX has to agree with them. Administrators and supervisors can change them.

The Agents tab shows every measured person by team with status, time in status, calls and average handle time. Open one for "Calls today", "Avg handle time", "Talk time", "Availability", "Time on DND" and the day's timeline. Agents see the same figures about themselves on "My day".

The pill in the top bar opens "Call status" with six choices: "Available", "Lunch", "Break", "Meeting", "Other" (with a short note such as "Back at 2 pm") and "Log out of queues". One press does what the CloudX portal does: it logs that person's handset into or out of every queue they work, then writes their status text, and the floor shows it within a minute. Lunch, Break, Meeting and Other read as "Away" with the reason. "Log out of queues" reads as "Away, Unavailable", because on this platform "Offline" means no registered phone at all.

Nobody sets anyone else's status, in any role, and CCAI cannot set do not disturb: the picker says "Do not disturb is set on your CloudX Phone." A person on DND shows a red DND light on Live within a minute, but only while they are signed in to CCAI. With messaging, the same menu has "Inbox availability" ("Available", "Busy", "Away", "Offline"), separate from the call status, which decides whether the inbox assigns conversations to that person.

The Inbox has "Mine", "Queues" and, for staff roles, "All" tabs, with filters by channel, status ("AI answering", "Waiting", "Assigned", "Awaiting customer", "Closed") and queue. An agent can "Claim" a waiting conversation, reply, add notes the customer never sees, "Attach" a file, "Close" and "Reopen". Supervisors can "Assign" or "Transfer" a conversation to a named person, and a supervisor who replies on a conversation the AI is answering takes it over. Each conversation carries a first reply clock: "On time", "Due soon", "SLA missed" or "Answered in time".

Channels

Settings, "Channels" is where an administrator connects the ways customers reach you. Each channel has a "Name" and, once saved, an "Active" switch: a switched off channel keeps its history but receives and sends nothing.

• SMS: type one of your organization's SMS enabled CloudX numbers. Its 10DLC campaign must be approved, and a saved number cannot be changed. Set the "Brand name" and the "HELP reply". STOP, START and HELP are handled for you: a contact who texts STOP gets nothing until they text START. The assistant's texts are prefixed "(automated)".
• Website chat: set a "Title", "Greeting", colors and side, then list the exact https addresses of the "Websites the chat may run on"; the widget refuses to load anywhere else. Save to get the "Embed code" and paste it before the closing body tag. "Appearance" names the assistant, adds a picture, suggested questions and quick actions, and decides whether to "Ask for a name and email before the chat starts" and "Let visitors attach files".
• Email: choose an "Inbox name", which becomes your forwarding address at inbox.xclutel.com; forward your support address to it and send a test. Replies go out from send.xclutel.com and come back to the inbox. Mail that fails SPF, DKIM or DMARC is delivered but flagged "Sender not verified" and never gets an automatic reply.
• Messenger, Instagram and WhatsApp: shown as "Coming soon" while XCLUTEL completes Meta's approval. Nothing to do on your side until then.

Digital queues

Settings, "Digital queues" decides how texts, chats and emails reach your teams; calls stay in your CloudX call queues. A queue has a "Team that answers", a "Routing" rule ("Least busy agent" or "Round robin"), "Conversations per agent" (default 3), a "First response target" (default 5 minutes), a "Stale after" time with a "When stale" action ("Do nothing", "Give it to another agent", "Alert a supervisor"), the "Channels routed here", the switch "AI assistant may answer first" and "Opening hours". A new message goes to a team member who is "Available" in the inbox and under their cap, inside the queue's hours; otherwise it waits.

Settings, "Canned replies": each has a "Title", a "Shortcut" (letters, digits, underscores and hyphens, up to 30 characters) and the "Reply text" (up to 4000 characters). In the inbox an agent types a slash and the shortcut, presses Enter to insert it and edits it before sending. Every role can use them; only administrators change them.

Switching it on

Turn on "The AI assistant answers customers first" and tick the "Channels it answers": "SMS", "Website chat", "Email". Give it an "Assistant name", your "Business name" and a "Greeting", the first thing it says on SMS and email (website chat shows the chat channel's own greeting). Customers are always told they are talking to an automated assistant; those switches stay on. "Replies before hand off" (default 6) caps how many answers it gives before handing to a person. A chat channel also has its own switch, "AI assistant answers website chats first", and each digital queue has "AI assistant may answer first"; all of them have to agree.

What it knows and what it can do

It answers only from Settings, "Knowledge base": plain fact articles, up to 20000 characters each, used only when marked "Published". It never promises refunds or prices that are not written there. If XCLUTEL has connected an outside knowledge source for you, those articles arrive within fifteen minutes and are edited at the source.

• Answer, searching the knowledge base first.
• Hand off to a person: as soon as a customer raises one of the "Topics it never handles", uses one of the "Words that always reach a person" (by default "agent", "human", "representative" and "person"), asks for a person, or reaches the reply limit. Inside your hours it says "I'm connecting you with a member of our team. They will reply here shortly." and the conversation goes to the queue with an "AI summary" for the agent.
• Close the conversation when the customer is done. On website chat that ends the visitor's panel.
• Open a support ticket in Rev.io PSA, when "Open a support ticket in Rev.io" is on and a Rev.io connection exists under Integrations: at most one per conversation, only for an account it has identified, and it tells the customer the ticket number. Website chat and SMS only.
• Page the on call technician in an emergency (next section).

Hard limits: 30 assistant turns per contact per day and 300 per channel per hour; past those it hands to a person. The "Test chat" at the foot of the page lets you write as a customer against your saved settings and knowledge base. Nothing is sent or kept, but each answer counts toward your AI usage, and the test never has the ticket or emergency tools.

Your team's hours

On the AI responder page, "When your team is available" holds your hours, time zone and closed days. The assistant answers around the clock whatever you set here; these hours only change what it says about reaching a person. "Outside those hours" offers "Take a message and queue it for the morning (recommended)", which writes the conversation up, tells the customer the team will read it when they are back, and starts the first reply clock when you open, or "Do not queue anything after hours", which tells the customer when the team is back and asks them to write or call then. Leave the advanced "Hours the assistant answers at all" blank: filling it in switches the assistant off outside those hours and sends every conversation straight to the queue, whether anyone is there or not.

The emergency path

The "On call" card lets the assistant page a technician when a customer has a real emergency on website chat or SMS. Turn on "The assistant can page an on call technician in an emergency", write "What counts as an emergency here" (blank means the standard wording: phone service down, 911 not working, or a whole site offline), choose "When it may page" ("Around the clock" or "Only outside your team's hours"), set "Minutes to reply ACK" (default 10) and "People paged before the fallback" (default 4), and add a "Fallback number". Under "Who is paged, in order" add up to 10 people, each with a "Name", a "Mobile" or "Email address", their "Days on call" and an optional window that may cross midnight.

The visitor's own confirmation is enforced in code. The assistant reads your definition to the customer and pages only when they confirm it is an emergency in their own words, over at least two messages, with a US or Canadian call back number. It then tells the visitor that the technician's first name has been paged and will call back on their number, and that the next technician is paged if they do not hear back in the set number of minutes. The visitor is never told a surname, a technician's number, or that anybody answered. The conversation is also queued for the team, and with the ticket action on a high priority Rev.io ticket is opened.

The technician gets a text, "CCAI: <reason>. Ring <number>. <link> Reply ACK or STOP.", and an email. Replying ACK stops the ladder. If nobody replies within "Minutes to reply ACK", the next person on duty is paged; when the set number of people or the duty list runs out, the fallback number is texted and your administrators are emailed "CCAI: nobody acknowledged an emergency". Replying STOP takes that person off the on call list without acknowledging, and administrators are alerted to add somebody else. Every page and its outcome is listed under "Emergencies" on the card, where an administrator can "Acknowledge" or "Cancel". CCAI cannot telephone a technician, and it never tells a visitor that somebody answered. One conversation may raise one emergency and the account three an hour; past that the customer is told to call the main line.

Before you use call quality review, make sure your greeting or hold message says calls are recorded and may be analyzed to improve service; laws in some states require every party to agree. Every review is scored from a transcript, and the review page names where the transcript came from.

The scorecard and sampling

Settings, "AI settings", "Quality scorecard" is what every reviewed call is scored against. The built in card has seven criteria (Greeting and introduction, Account verification, Understanding the need, Resolution, Empathy and tone, Recap, Closing), each with a "Name", a relative "Weight" and "Guidance for the reviewer"; you can have 1 to 15. "Review" sets the sample: "Every answered call", "1 in 2 calls", "1 in 4 calls", "1 in 10 calls" or "No calls (paused)". Each save is a new version and past reviews keep the version they were scored with. Calls during a pause are never reviewed later.

Answered and outbound calls with at least 10 seconds of talk are picked up about 35 minutes after they start. Each criterion is scored 1 to 5 with the quotes the review relied on; the overall is 0 to 100, banded "Strong (85 and up)", "Fair (70 to 84)" and "Needs work (under 70)", with the caller's sentiment, a summary, strengths, focus areas and a coaching note.

Reviews, overrides and coaching

Reports, "Quality" lists reviewed calls for administrators, supervisors and managers. Scores are advisory: on any review a staff role can "Override the score" with a "New overall score" and a "Reason"; overrides are audited, shown with who, when and why, and update the agent's coaching. A call several agents handled is scored as a whole; those agents see only its summary, managers the full review. Agents have "My coaching": "This week" shows their weekly score, trend, recurring focus areas and one "Next step"; "My scorecards" lists every reviewed call of theirs with the scores, quotes, coaching note and transcript, but never the caller's number, the recording or anyone else's score. Reports, "Coaching" gives managers the same per agent for their teams.

The AI supervisor runs every minute once an administrator turns it on. A quiet floor costs nothing; it asks the AI at most once every 5 minutes and never more than 60 times a day. It can never hang up, transfer, hold, answer or reject a call. Every action is recorded before it is sent, and actions that changed something in CloudX can be undone for 60 minutes.

Set it up under Settings, "AI settings", "Supervisor rules". Turn on "AI supervisor on", pick the CloudX user that "Messages to agents come from" (a dedicated user, so agents can tell the AI apart from people) and set "Quiet hours" if you want no actions overnight. "Actions it may take" is a table with a daily cap each: "Message an agent (chat)" and "Alert managers (in app)" are on by default; "Log an agent into a queue they belong to", "Log an agent out of a queue", "Set an agent's status" and "Change wrap up allowance" are off until you switch them on. "When to step in" holds the thresholds it notices, such as callers waiting, longest wait, missed calls in a row and quality score under a level; "Ceilings" caps how often it looks and how much it does per look.

Live, "AI supervisor" shows the state ("Off", "Paused", "Watching the floor"), the "Actions" feed with "Undo", the "Alerts" it raised, and "Run now" and "Pause supervisor". Pausing takes effect at once and lasts until someone resumes it. Supervisors have the same pause on their own Settings tab.

Reports, "Performance" shows queue and agent history for ranges up to 93 days, by 15 minutes, hour or day, and downloads it as "CSV". Rows are filtered by what you can see.

"Ask CCAI", in the top bar for administrators, supervisors and managers, answers questions from your live floor, reports, calls and quality reviews: "How are my queues doing right now?", "Which agents need coaching this week?". It only sees what you can see and never plays a recording. Its footer says it can make mistakes, so check important figures in Reports. Ask it to "Build a weekly service level report for my team" and it saves the report under Reports, "Saved AI reports", where you can "Run now", "Edit" the title and set a "Schedule" ("Daily" or "Weekly") with up to 10 "Recipients": CloudX users in your account with an email address, administrators and supervisors only, never agents. Only scheduled runs send email.

Settings, "Integrations" connects the system your team looks customers up in: "Rev.io PSA" (customers, contacts, tickets and balances, with a nightly index of your numbers) or "Web API" (any system with a web API: where to ask, how to sign in and which fields to read). Credentials are sealed on arrival and never shown again. "Test this connection" tries a sample number; "Disconnect" stops lookups, deletes the index and destroys the stored credentials. XCLUTEL maps the fields with you during onboarding.

The "Screen pops" card decides what your team sees when a customer reaches you. "Screen pops are on" is the master switch. "On the caller card" picks what appears when your system sends it: "Name", "Company", "Account", "Account status", "Balance", "Open tickets"; the caller's number always shows. "Open the record automatically" opens the matched record in the same browser tab, only when exactly one record matches. Each agent can choose "Pops are off for me" or "Show a button instead" in their own menu. A pop reaches the ringing agent about 1 to 2 seconds after the phone starts ringing, once per call, only while they have CCAI open. Two or three matches means the agent picks; more than three and CCAI will not guess. A slow system never delays the call. The same card appears beside a text, chat or email. Every pop is written to the audit log.

Your data stays inside your own account. Caller numbers on the live floor, in call search and in keyword watch emails are shown only to administrators, supervisors and managers; agents and TV wallboards see calls without the caller. The one place an agent sees a caller's number is the screen pop card for a call ringing their own phone. Recordings stay on CloudX under your CloudX retention; CCAI streams them for playback and never stores the audio. Every view, play, download and export is in the audit log.

When XCLUTEL support opens your console, a banner reads "XCLUTEL support: <name> is viewing <your account>." or "... is managing ..." on every screen, with the minutes left. Viewing is read only. Managing needs a typed reason, lasts at most one hour, and every change lands in your audit log under the operator's name with that reason. You can ask XCLUTEL in writing to refuse both modes for your account; support will then need you on a call to help.

Everything in Settings is yours: teams, queue targets, what Live shows and measures, wallboards, channels, digital queues, canned replies, the knowledge base, the AI responder and its hours, the on call list, the scorecard and sampling, the supervisor rules, integrations and screen pops, and keyword watches. Ask XCLUTEL for:

• Switching AI on, the plan and the monthly AI spend guardrail. "AI settings" shows "Enabled by XCLUTEL" and "Ask your XCLUTEL account team to change it".
• Adding a tier or a channel type your account does not have.
• Allowing the AI responder's support ticket action and its emergency page path, before you switch them on.
• Switching on call monitoring (listen, whisper, barge) for supervisors, and the call history index with its retention.
• Anything on the CloudX platform itself: recording, call intelligence, 10DLC registration for texting, queue statistics, user scopes.
• Meta approval for Messenger, Instagram and WhatsApp.

Contact the support desk at (708) 273-3111 or [email protected], 24x7 for anything service affecting. Training videos for every screen are on the support page, and the "Help" link in the console opens the one for the screen you are on.