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  • Xima CCaaS Users Guide Home
    • Consolidated Login
    • Adding a Payment Method (Credit Card)
    • Adding a Payment Method (Bank Account / ACH)
  • Best Practices

Reports

  • Cradle to Grave
    • Cradle to Grave - Quick Start Guide
    • Cradle to Grave Terminology
  • Reports Overview
    • Running a Report
    • Scheduling a Report
    • Downloading a Report
    • Abandoned Calls vs. Missed Calls
    • Importing and Exporting Reports
  • List of Standard Reports
    • Abandoned Calls
    • Account Code Summary
    • Account Code Summary by Agent
    • Agent Call and Chat Performance Summary
    • Agent Call Summary
    • Agent Call Summary by Skill
    • Agent Call Volume
    • Agent Calls
    • Agent Chat Summary
    • Agent Feature Trace
    • Agent Reason Code Trace
    • Audit Events
    • Call Details
    • Call Performance
    • Call Volume
    • Callback Calls
    • Calls by Account Code
    • Calls by Caller ID
    • Chat Volume
    • External Number Summary
    • Missed Call Summary
    • Skill Call Summary
    • Skill Call Volume
    • Skill Callback Summary
    • Skill Chat Summary
  • Custom Reports
    • Creating a Custom Report
    • Editing an Existing Report
    • Report Categories
  • Report Filter Criteria
    • Account Code Report Value Definitions
    • Agent Report Value Definitions
    • Call Report Value Definitions
    • Caller ID Report Value Definitions
    • Event Report Value Definitions
    • External Number Report Value Definitions
    • Feature Report Value Definitions
    • Local Number Report Value Definitions
    • "None" Report Value Definitions
    • Reason Code Report Value Definitions
    • Role Report Value Definitions
    • Skill Report Value Definitions
    • Tag Report Value Definitions
    • Time Report Value Definitions

Realtime Displays

  • Building a Wallboard
    • Using a Pre-Built Wallboard Template
    • Create a Custom Wallboard
    • How to Modify an Existing Wallboard
    • How to Duplicate an Existing Wallboard
    • Creating Realtime Loops
    • How to Delete a Wallboard
    • Why Are My Widgets Grayed Out
    • How to Export a Wallboard
    • Sharing Wallboards with Agents
  • Realtime Widgets
    • Active Calls Widget
    • Agent Box Widget
    • Chart Widget
    • Gauge Widget
    • Group Box Widget
    • Group Widget
    • Image Widget
    • Leaderboard Widget
    • Line Widget
    • Marquee Widget
    • Pie Chart Widget
    • Text Widget
    • Title Value Widget
    • Web Page Widget
  • Supervisor View
    • Filtering Agent, Skill, and Role in Supervisor View
    • Customizing Supervisor Metrics
    • Supervisor Agent Control
    • Supervisor Queue Control
    • Changing Agent Profile Image
    • Using Live Listen, Whisper, and Join Call

Agent Settings

  • Account Codes
    • Adding Account Codes in Bulk
    • Adding and Deleting Account Codes
  • Busy/Reason Codes (DND)
    • Assigning and Deleting DND Reason/Busy Codes
    • Contact Center Busy (DND) Codes
  • WebRTC Recording Modes

Contact Center

  • Creating a Contact Center Skill in Xima CCaaS
    • Add a New Skill Group
    • Adding an Agent to Skill Groups
    • Availability Tiers
    • Skill Routing Algorithms
    • CCaaS IVR - No Routing Algorithm
    • Adding Announcements
    • Adding a Custom Announcement
    • Building a Composite Announcement
    • Managing Queue Music
    • Building a Language Pack
    • Selecting a Language Pack
    • Changing a Language Pack
    • Limiting a Skill's Queue Capacity
    • Configuring Digit Actions
    • Skill Overflows
    • Changing Agent Ring Time
    • Limiting a Queue’s Capacity
    • Modifying an Agent's Simultaneous Sessions
    • Adjusting ACW Timer
    • Supervisor View - Queue Control
    • Default Queue Music and Announcements
    • Adding an Agent to Skill Groups
    • SIP Header Examples
    • Xima CCaaS Call Routing Configuration
    • Configuring Avaya J-Series Phone for Xima CCaaS
  • Contact Center Agent Client (CCAC) Configuration and Use
    • CCAC Logging In and Out
    • CCAC Ready Up
    • CCAC Taking a Break
    • CCAC Notes and Account Codes
    • CCAC Viewing Your Call History
    • CCAC Adjust Notifications
    • CCAC View a Wallboard During a Call
    • CCAC Missed Call Work MCW Timeout
    • Queue Callbacks Reserve Agent in CCAC
    • CCAC Change Language
    • CCAC Change Agent Password
    • CCAC After Call Work Timer ACW
    • CCAC - Microphone Permissions in Browser
    • CCAC Redialing a Call from History
  • Configuring Queue Callback
    • Changing the Callback Strategy
    • Snooze Duration
    • Callback Offer Window
    • Max Callback Attempts
    • Limiting Scheduled Callbacks
    • Estimated Wait Time
    • Caller ID Return Number
  • Setting Up and Using Web Chat
    • Enabling Web Chat for an Agent
    • Canned Messages
    • Adjusting Agents’ Session Count
    • Offer When No Agents Are Logged In
    • Offer When All Agents Are Busy
    • Modifying the Invite Header
    • Modifying the Default Text
    • Adding an Email Address for Unavailable Queues
    • CCAC - Interacting with Web Chat
    • Changing an Agent's Nickname for WebChat

Administration

  • User Management
    • User Account Setup
    • Applying Xima Contact Center Licenses to Agents
    • Create and Manage Roles
    • Deleting a User Account
    • Removing an Agent from CCaaS
    • Reset User Account Password
    • Reset Agents Password
  • Additional Administration
    • Disable Agent Skill Toggle
    • Emergency Call Notifications
    • Alerts and Triggers
    • Missed Call Work Timer
    • Changing Server Timezone
    • ACW I Need More Time
    • Web Chat - Base Settings
    • Configuring Logout of Agent Upon a Missed Call
    • Downloading the Admin Client (v4.2.8g+)
    • Supported Codecs for Audio Files

UCaaS Configuration

  • Connect RingCentral/ACO to Xima CCaaS
    • Registering ACO Handsets in CCaaS
    • ACO Handsets Best Practices
    • Setting ACO Load Balancer
    • ACO/RC Configuration
    • Utilizing RingCentral/ACO Call Queues to Route to Xima CCaaS
    • ACO/RC - Plug the Queue and Overflow
  • RingCentral Configuration and Best Practices
    • Configuring RingCentral Mobile App (Android)
    • Configuring Avaya J-Series Phone for Xima CCaaS
    • Setting Up Xima CCaaS Overflows
    • Routing Calls From RingCentral AA to Xima CCaaS
    • Voice Recording Playback on ACO/RingCentral
  • Netsapiens Configuration
    • Configuring Netsapiens Virtual Handset
    • Netsapiens Tips and Tricks
    • Configuring Netsapiens Mobile App (Android)
    • Configuring Avaya J-Series Phone for Xima CCaaS
    • Routing Calls From Netsapiens Auto Attendant to Xima CCaaS
    • Can't Make Outbound Calls / Callback Assist Isn't Working
    • Routing Using Skill Routing Identifiers in Netsapiens
    • Configuring Netsapiens with Xima CCaaS
    • Netsapiens Configuration
    • Voice Recording Playback with Netsapiens
    • Overflow if Registration Fails
  • Configuring Your Metaswitch Mobile App (Android)
    • Configuring Virtual Handset on Metaswitch
    • Routing Using Skill Routing Identifiers in Metaswitch
  • 3CX Configuration
    • Configuring 3CX Mobile App (Android)
    • 3CX Configuration and Best Practices
    • Routing Calls from 3CX Digital Receptionist to Xima CCaaS
    • Routing Using Skill Routing Identifiers in 3CX
    • Routing Calls Through 3CX Ring Groups
    • Routing Via DID on 3CX

Workforce Optimization and Management

  • Configure Service Address Links
  • Preparing Quality Management and Speech Analytics in Xima CCaaS

Contact Center Agent Client (CCAC) - Best Practices

This section provides suggested best practices for Contact Center Agent Client (CCAC) that you can incorporate into your Xima CCaaS experience.

Suggest Edits

Contact Center Agent Client Best Practices

Contact Center Agent Client (CCAC) Configuration and Use

Updated 6 months ago


  • Table of Contents
    • Contact Center Agent Client Best Practices