Dashboard and Analytics

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 > Customisation.

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 > Customisation to customise your Widget's appearance.

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 > Customisation to customise your Widget's appearance.

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

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.

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

Suppose you have reached your service maximum storage limit. In that case, you can no longer save files such as call recordings and media files unless you delete some old files to free up storage space or upgrade your plan.

Yes, you can.

CINNOX does not support separate storage upgrades. 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.

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

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.
• The SMS and Conference reports are available for the Omnichannel Contact Centre and The Ultimate CX Hub Plans.

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

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

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, click Report > Conference Report from the navigation pane.

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

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

You can use the delivery status in the SMS Report to know whether the SMS you sent to your customer has been delivered. This feature will provide you with information on the status of the SMS, such as whether it has been submitted to the Carrier, Queued, Delivered or not and rejected.

For more information, please refer to our SMS Reports page in our User Guide.

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

Yes, you can. You may view the enquiry Overview for the open, active, missed and closed enquiry lists. You may also view the enquiry report to see more details and filter the records for relevant insights.

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.

To view the actual call duration, simply access the "Call Report" section of the CINNOX Dashboard. Once there, download the report details and refer to the "Call Duration (Sec)" field. This field provides accurate information on the duration of calls in seconds.

For more information, please refer to our User Guide.

The average first response time (FRT) is available in our Staff Report. It is the average time between creating a visitor's enquiry and the staff's initial response. For more information, please refer to the Viewing the Staff Report section. The abandonment rate has yet to be available in the Staff Report. Please stay tuned for further updates on this feature.

Yes, you can. Creating custom views in the Enquiry Report allows you to view the enquiry details based on specific criteria and cases you desire to have. For more information, please refer to our User Guide.