Dashboard and Analytics

Can I have the Widget Directory in multiple languages?

Yes, you can display the CINNOX Widget in multiple languages, depending on the visitor's site language. You can manage the Widget language settings in Administration > Widget > Appearance.

Can I change the appearance of the widget to match our site better?

Yes, you can change your Widget's colour to match your company's corporate image. Omnichannel Contact Centre and The Ultimate CX Hub Plans allow even more customisation for the Widget, such as uploading your own icon and in-call video and image. Go to Administration > Widget > Appearanceto customise your Widget's appearance.

How can I change the widget icon on my website?

Accounts using the Omnichannel Contact Centre and The Ultimate CX Hub Plans can upload an image to customise their Widget icon. Go to Administration > Widget > Appearance to customise your Widget's appearance.

Can I turn off the widget when not in use?

Yes, you can hide the Widget if you don't need it for the time being. Go to Administration > Widget > Appearance and toggle the Widget Display button OFF.

Can I have my customers provide their first name, last name, phone number, etc., when they send an enquiry?

Yes, you can. CINNOX has a Pre-Chat Survey form to let customers fill out personal information before starting an enquiry session. For more information, please refer to our User Guide.

Can I ask my customers to leave a message when no one answered their enquiry?

Yes, you can. CINNOX has an Offline Support form to let customers leave you a message if no agent is available to pick up their enquiry. For more information, please refer to our User Guide.

What happens if my account storage is full?

If you have reached your service maximum storage limit, you will no longer be able to save files such as call recordings and media files unless you delete some of the old files to free up storage space or upgrade your plan.

Can I delete shared files to free up my storage?

Yes, you can.

Can I buy more storage without upgrading my plan?

CINNOX does not support separate storage upgrade. You need to buy additional licences to get more storage space. The amount of storage space per licence depends on your subscription plan. To view the plans comparison, please go to the following link www.cinnox.com/pricing.

How do I monitor the usage of my account?

Staff with an Admin Role can go to My Plan on the navigation menu to monitor whether they have consumed all usage entitlements included in their current plan.

What types of reports and analytics do you offer?

All CINNOX service plans have the following reports:

Enquiry Overview for monitoring
Enquiry Report
Call Report
Chat Report
Visitor Report
Staff Activity Report
However, the length of the reporting period varies per subscription plan.
SMS Report and Conference Report are available for Omnichannel Contact Centre and The Ultimate CX Hub Plans.

To view the plans comparison, please click on the following link www.cinnox.com/pricing.

Where can I check the usage history or Call Detail Record (CDR) of all calls in my CINNOX account?

You can find the details of all inbound and outbound calls in the Report > Call Report > Detail Report page.

As a host, can I view the participant list who joined in my conference call?

Yes, you can. The conference report provides details such as participant name, date and time, call duration, source and chat history. To view the Conference Report, from the navigation pane, click Report > Conference Report.

Does CINNOX provide SMS delivery report?

Yes, we do. The SMS Report provides statistics of the total SMS sent, including its delivery status and location distribution.

Can I monitor visitor traffic on my website pages?

Yes, you can. The Visitor Report provides statistics on new and active visitors.

Can I monitor visitors and customers enquiries from different channels?

Yes, you can. You may view the enquiry Overview for the open, active, missed and closed enquiry list. Besides, you may view the enquiry Report to see more details and filter the records to get more relevant insights.

Can I download the call reports?

Yes, you can download all the call reports in an excel file.

To know the detailed steps, refer to our Download Call Details section in our User guide.