Overview
The Contact Center Agent Client (CCAC) is the browser-based interface through which contact center agents manage their availability, handle inbound and outbound voice interactions, and respond to web chat sessions.
The Contact Center Agent Client (CCAC) is accessed through any modern web browser and requires no installation. Once an agent is licensed and assigned to skills, CCAC is ready to use — all configuration is managed from the administrative interface. Agents log in using their name and extension-based password, then use CCAC to control their availability state, manage skill group membership, and handle all contact center interactions.
Bookmark the Login PageThe CCAC login URL is specific to each organization (e.g.,
https://<hostname>.xima.cloud/ccagent). Bookmarking the page avoids having to look it up at the start of each shift.
A reference for the CCAC layout.
A log of the agent's recent call, chat, and email interactions from the current session, with filtering by channel type.
Covers in-call controls, the Missed Call Work and After Call Work timeout states, and the agent experience when reserved for a queue callback.
Transfers, conferences, and agent voicemail under Xima's Call Hub calling mode, alongside the legacy WebRTC behavior it's replacing during the ongoing migration.
Accepting, responding to, and transferring a web chat interaction, including loading prior conversation history for a returning customer.
Agent eligibility for inbound emails, replying to and resolving an email, and marking an email as spam.
Admin-side settings governing whether an agent must be logged into CCAC to receive skill calls, and whether an agent can toggle their own skill group membership.
Lets an agent take and place Contact Center calls on any assigned soft phone, desk phone, or mobile device instead of only the embedded CCAC web phone.
A standalone desktop application that runs CCAC outside the browser, authenticating against a shared Global Portal instead of a tenant-specific URL.
Diagnoses common CCAC problems and captures the HAR file and console logs Xima Support needs for anything else.
Updated about 2 hours ago