Introduction

In this guide, we will take you through the CXM dashboard and provide you with the information you need to confidently navigate the platform.

Continue reading to find out more.

Dashboard explained

After entering your login details, the dashboard is the first page you will see when logging onto the CXM system. You'll be able to see a variety of statistics and data on your individual performance as an agent. 

You can also change user preferences like your colour theme and availability status.

Getting started

1. Start by entering your username and password at the start screen.
2. Hit the button labelled Login Using Username And Password.
   
   
3. You should now see the CXM dashboard.

Reset password

If you forget your CXM login password, you can reset it via an email link. 

1. Hit the link labelled Forgot your password? You should then be greeted with a pop-up window.
    
2. Enter your email in the pop-up window text box.
3. Hit Reset.
4. Follow the steps in the email to reset your password.

Navigate the CXM dashboard

Your dashboard is made of different widgets showing you information related to CXM performance.

We'll start by looking at the first row, the Interactions widget.

Interactions

The Interactions widget will show you data on the performance of your daily interactions.

The widget is made up of four sections:

The Interactions section on the far left displays the total number of completed interactions over the course of the day.

You'll also get a snapshot of the total interactions made during the last five days by hovering over any of the grey bars.  It will provide you with the date and the total made for that particular day.

The Interaction Outcomes section displays a breakdown of your interaction outcomes by sentiment. You will be able to see the total of positive, neutral and negative outcomes made during the day.

Hover over each coloured part of the circle to see the percentage of each sentiment.

Interactions Time shows you the total time spent on interactions for the day. The time is broken down in hours, minutes, and seconds.

The Call Conversion section features two distinct statistics.

The first shows you the amount of decision-maker contact (DMC) calls made on that day.

The bottom stat shows you the daily conversion rate percentage, or how many sales were made from talking to DMCs. 

The figure is calculated as Successful (Sales) calls / DMC calls x 100.

Success and Interactions Duration

The widgets on the second row show you statistics across a broader date range.

The widget on the left with the green stat bars is your Success widget.

It will display the number of successful interactions made in the current calendar month. A successful interaction is one that results in a sale.

Hover over the bar to see the number of successes on a specific day.

On the right is your Interactions Duration widget. It shows the user states broken down for each of the five preceding days.

To view a breakdown, hover over the desired column. You will be able to see the following:

• Talk Time – displays the amount of time in a phone call.
• Wait Time – the amount of time spent waiting for a call.
• Wrap Time – the amount of time spent completing any after-call work.
• Pause Time – the amount of time in a pause state like when you go for lunch or are busy with meetings.
• Interaction Time – the total time spent in interactions on that day.

Contacts and Tasks

The bottom two widgets on the page relate to contacts and tasks.

On the left, we have the Latest Contacts widget. It displays the most recent interactions, with each interaction showing:

• customer name
• communication channel
• direction of communication
• timestamp

Edit a contact

If you click on a contact, you will be taken to the contact page, where you can edit the customer's personal details.

See tasks

The right widget is your Tasks widget.

Tasks are helpful reminders for your team to finish outstanding admin work, e.g., calling back a customer, filling in contact details, etc.

The widget will display the following information for each task:

• User: the name of the agent responsible for the task
• Name: the name of the task
• Campaign: the name of the associated campaign
• Type: an icon of the task type
• Notes: attached notes
• Due Date: the due date and time of the tasks

Clicking on the vertical ellipsis (⋮) icon on the far right of the icon will open up the options menu for that task. You can then:

• Edit: edit the details of the task.
• Assign to me: place the task in your personal task menu.
• Assign to user: assigns the task to another Available user in your team.

If you would like more information on tasks, feel free to read this article.

Navigating the Navbar

After checking your dashboard, head to the top right-hand corner of your screen to see your CXM navbar.

The navbar features 5 buttons:

1. Search bar: The search bar allows you to search and filter all of your interactions and contacts on your platform.
2. Start a New Interaction (): This allows you to start a new outbound interaction. Clicking on the button will give you the option to:
   • make a phone call
   • send a WhatsApp message
   • send an email
   • send an SMS Message
   • create a new task
3. Missed Calls (): Click to see any missed calls made to your inbound number. You can then call back the number if needed.
4. Tasks (): Click to see any outstanding tasks assigned to yourself.
5. Agent Status: The Agent Status widget informs you and your colleagues of your current status and the time spent in said status. As you can see, this user has been set to Away for 1 minute and 54 seconds.

We recommend you familiarise yourself with the navbar, as this will be your first point of contact when using the platform.

Navigate the User Preferences panel

If you place your mouse cursor over the Agent Status widget, you can open the User Preferences panel.

User Information

At the top, you can see your display name and your CXM role. The role you have determines what part of the platform you can access.

In the example below, this user has the Agent with CNX1 Live role, which gives a user access to the Interaction Centre and the CNX1 Live dashboard.

Changing the language

You can change the default language of your CXM platform. Currently, we offer the following language options:

• English (GB)
• English (US)
• Spanish

⚠️ Note: This will also change the formatting of dates and times within CXM. For instance, selecting the English (US) option will show dates as MM/DD/YYYY.

On the other hand, if you select the English (GB) option, dates will be shown as DD/MM/YYYY.

1. Click on the flag icon in the top-left corner of the User Preferences panel.
2. Select a new language option from the menu.
3. You should see your platform update with the new language.

Changing CXM status

From this panel, you can update your CXM status. Your status will inform other members of your team about your availability to take calls and perform different tasks.

1. To change your status, hit one of the Status buttons.
2. Hitting Available allows you to make and receive voice calls.

Select a pause reason

You also have the option to pause your availability by selecting a pause reason. Pause reasons can let other agents know when you're on a break, in a meeting, or doing other kinds of admin work.

1. To change your status, Click on the Pause button.
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3. Select an option from the drop-down menu.

⚠️Note: If you're a CXM administrator, you can add or remove pause states to fit your business needs. Click here to find out more.

Understanding the Settings section

Connex is a company dedicated to giving you a personalised experience when using our platform. As such, we offer users the Settings section within the User Preferences panel.

Change your campaign

Take a look at the Campaign section. Campaigns in CXM allow you to customise different features and settings, like the outbound dialling strategy or your caller ID.

Right now, we're in the Default Campaign, but you might want to change it to another campaign. 

1. To change your campaign, click on the drop-down list, then select your new option.
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3. You should now see the campaign field change.
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Add yourself to inbound queues

Next, let's take a look at the Inbound Queues menu.

Inbound queues in CXM allow you to handle inbound calls or other interactions from your contacts.

Most of the time, you won't need to change which inbound queue you're in. But in the event that you do, CXM makes it easy to add or remove inbound queues.

1. Click on the drop-down list, then hit the checkbox of the new inbound queue you want to enter.
2. Uncheck the boxes to leave the inbound queue.

Display Settings

You can also change the display settings of your user interface. Display settings will modify the shape of user interface components, like tables and menu items, throughout the platform.

Your options include:

Themes

What's more, you can select from one of the 9 themes to customise and personalise your CXM platform. These themes include:

Frequently Asked Questions (FAQs)

Will I be in the Available state as soon as I log in?

You will be set to Away after logging in.

Can I start interactions while I'm in the Away state?

You can only start and receive omnichannel interactions. These are text-based interactions like email and SMS.