Functions List and Omni Desktop Sections
Overview
On this page, you can explore the agent’s web interface, how interactions are displayed, and the tools available to manage interactions in XCALLY.
Commands and Functions List
Once the agent logs into XCALLY Motion Omni Desktop, the main application window is displayed.
At the top of the interface, a toolbar provides access to a series of commands and quick-action buttons that allow agents to manage their daily activities efficiently.
Each button in the toolbar corresponds to a specific function or module within XCALLY Motion.
The list below describes these commands in detail and explains their behavior within the Omni Desktop environment.
Note:
Some features or commands may be unavailable to certain agents. This can occur due to:
Module or feature restrictions defined by the Administrator
Permission levels assigned to the individual agent account
The agent using the XCALLY Windows Phonebar to handle voice calls instead of the Omni Desktop interface
Login Timer
Displays the total time the agent has been logged in.
Default Pause
Starts the default pause status for the agent.
Custom Pause
Starts the chosen custom pause status for the agent.
Pause info, timer
Shows the pause name, duration and the button to end it
Agent Info
Displays avatar, login name and internal number.
Menu to view Settings, Change Password, Change profile, Manage 2FA and Logout option
Autoanswer notifications
Flag icon
The agent can change the language of the web interface.
Internal messenger
Open this menu to communicate with supervisors and colleagues or to actiate AI Agent Assistant
Pause option
Agent pause behavior in XCALLY Motion Omni Desktop depends on the Typology field configured by the Administrator in the agent’s profile:
When an agent’s Typology is set to External (Telephones or Soft Phones) or WebRTC (Embedded Telephone Bar), the agent can perform the following actions directly from the Omni Desktop Interface:
Login / Logout
Pause / Unpause (applied to all queues the agent belongs to)
When the agent’s Typology is set to Phonebar, all telephony control actions must be performed exclusively from the XCALLY Phonebar: Login, Logout, Pause/Unpause
In certain scenarios, agent pauses can be triggered automatically or manually by supervisors:
Automatic Pause:
Triggered when the system requires the agent to complete a mandatory post-interaction task (for example, filling in a required disposition after closing a contact).
The agent remains in the Paused state until the required action is completed.
Once the task is done, the system automatically unpauses the agent.
Supervisor-initiated pause:
A supervisor can manually set an agent to Pause via the Realtime Monitor
Ad admin can enable the option “automatic pause” of agents who fail to answer a call in voice queue advanced settings.
Default Pause option
from version 3.45.0
Administrators can customize how agent pause actions behave in XCALLY Motion. By default, agents can select the “Default Pause” option when setting their status to Paused.
However, administrators may configure the system to disable the Default Pause option. When the Default Pause is disabled, Agents are required to select a specific predefined pause reason from a dropdown menu whenever they pause.
The list of available pause types is defined by the administrator in the system configuration (for example: Break, Training, Meeting, After Call Work, etc.). The selected pause reason is recorded in real time and can be viewed in reports and supervisor monitoring tools.
If no pause reason is selected when Default Pause is disabled, the system will not apply the pause state until the agent chooses a valid option.
The WebRTC Bar
The WebRTC Phonebar enables agents to manage calls directly from the browser, without installing any additional applications.
You can find the WebRTC complete documentation on this page.
The Internal Messenger
Messenger tab
The Internal Messenger can be used to communicate and collaborate with other Agents or Supervisors logged to the same Motion Server.
The Internal Messenger use can be disabled by the Administrator for specific Agents.
If an Agent is not enabled to send/receive messages using the Internal Messenger, his/her name in the list is followed by a specific ban icon:
The internal messenger is very simple and intuitive. Clicking on the header button:
1. the Agent/Supervisor can access the Internal Messenger and see all the available recipients (users/agents with a green badge are currently logged)
2. Use the Search (by name) or Select (by status: Online/Offline/All) and find message recipient from the list
3. Start typing the message
4. When the recipient receives a message, a badge appears on the Internal Messenger button. The number displayed indicates the total count of unread messages. Click the button to open the Messenger window.
If the Administrator has enabled this feature for a specific agent, the system will play an audio notification each time a new internal message is received.
In the Internal Messenger interface:
The most recent message always appears at the top of the message list.
A badge indicator displays the number of unread messages received from each sender.
To reply to a message:
Select the conversation from the list.
Type your response in the text box.
Click Send to deliver the message immediately.
Agents can easily exchange internal messages within the Internal Messenger. The following example illustrates a typical conversation between an Agent and a User (Supervisor):
Groups tab
Both the Administrator (Admin) and the Supervisor (User) can configure Internal Messenger Groups to allow agents to exchange messages and share information within defined teams or departments.
By clicking the Groups button in the Internal Messenger header, the Agent or Supervisor can access the Internal Messenger Groups section.
This section displays the list of groups to which the user belongs, as shown in the following example:
Agents can communicate within Internal Messenger Groups to share updates and collaborate with teammates.
The ability to send messages to other group members depends on the configuration defined by the Group Administrator:
If messaging permissions are enabled, the agent can send and receive messages within the group.
If messaging permissions are restricted, the agent will be able only to receive group messages.
Receive Notification: when a new group message is received, the agent is notified through an incoming message alert.
View Unread Messages: the Groups button in the Internal Messenger header displays a blue badge showing the number of unread group messages.
Access the Group Conversation: click the Groups button to open the Internal Messenger Groups section. The list displays all groups the agent belongs to, with indicators showing which groups have unread messages.
Read and Reply: select the desired group to view the conversation, read the incoming messages, if messaging permissions are enabled, type a reply in the text field and click Send.
The Omni Desktop Sections
The Omni Desktop Interface is the central workspace where agents manage their daily activities and customer interactions.
It provides quick access to all communication channels, tools, and productivity features required to handle contacts efficiently—such as calls, chats, emails, internal messages, and AI assistant interactions.
On the left side of the Omni Desktop Interface, you will find the sidebar, which provides quick access to all available XCALLY Motion channels and modules:
Scheduled Calls
Voice Calls
Abandoned Calls
Recordings
Chat
Email
SMS
Open Channel
Fax
WhatsApp Connector
If the Administrator disables one or more modules or channels for a specific agent, those elements will no longer appear in the agent’s Omni Desktop sidebar.
This ensures that agents only have access to the features and communication channels permitted by their role and permissions, preventing unauthorized use of restricted modules.
Whenever an agent opens a contact or interaction—for example, an email message or a chat session—a new tab is automatically created in the Omni Desktop Interface.
Each interaction tab includes:
Activity Icon – indicates the type of interaction (e.g., email, chat, voice).
Interaction Key – a unique identifier for the specific service or contact.
Close Icon (X) – allows the agent to close the tab when the interaction is complete.
Agents can open multiple tabs simultaneously, enabling them to handle several interactions at once without losing context.
Dashboards
Each channel in XCALLY Motion provides a dashboard that displays real-time data about queues and ongoing interactions.
Agents can access a channel’s dashboard by clicking on the channel name in the Omni Desktop Interface.
Queues Panel: displays all queues the agent is currently logged into.
Waiting Queue Interactions Panel: shows real-time details about interactions waiting in the queues the agent is logged into.
For the Voice Channel, this includes details such as trunk number, alias (to easily identify inbound or internal routes), queue name, and caller number.
Agents Presence
The Agents Presence section provides a real-time overview of agents, telephones, and queues. It is organized into three main tabs:
AGENTS tab – Displays which agents are currently available to receive or handle a voice call transfer (see the transfer documentation for more details).
TELEPHONES tab – Shows the complete list of telephones registered in the system.
QUEUES tab – Lists all queues that are available to receive a voice call or handle a transferred call.
Agents
Within the AGENTS tab, the following information is displayed for each agent:
Full name
User
Internal extension
Status (online, offline, pause type, busy)
green handset icon to call directly the Agent
purple handset icon to transfer the call the agent is currently managing to a specific agent (blind transfer)
Agents can receive calls or transfers only if their status meets the following conditions:
Online – available to receive calls immediately.
Paused – can receive calls only if the “Do Not Disturb” option is not enabled. (For detailed instructions on initiating a call or performing a transfer, refer to the Call Transfer Documentation)
When first entering this tab, the list may appear empty. To display results:
Set a query or
Narrow the search using the selectors at the top-right of the tab (e.g., search by team or queue).
So you can:
click on search button and set a query to search specific agent(s)
use the filters and search by Agents' status, Team or Queue
When using the filter selectors in the Agents tab:
Status, Team, and Queue filters operate using OR logic:
The results will include agents who match any of the selected teams or queues.
The general search filter operates using AND logic with the results from the Team or Queue filters:
This means the search will further narrow down the agent list based on the query, applied on top of the team/queue selection.
Refresh the list from time to time to reload with relative button:
Telephones
Within the TELEPHONES tab, the following information is displayed for each telephone:
Account name
User
Internal extension
Status
Queues
Within the QUEUES tab, the following information is displayed for each queue:
queue name
number of calls (on hold + active)
green handset icon to call directly the queue
purple handset icon to transfer the call the agent is currently managing to a specific queue (blind transfer)
Contacts and My Contacts
In the Contacts section, agents can view the list of contacts they have permission to access, as defined by the Administrator.
Note:
Only users with the Admin role or a User role with Contact Manager permissions can add an agent to a contact list.
In My Contacts section, agents can view the list of Contacts managed by the agent themselves. A contact is considered “managed by the agent” if the agent has edited or created it.
Each managed contact is available as a personal copy in this section.
Phone contacts are displayed in light blue and they can be dialed directly by clicking on them. For more details, see the Click-to-Dial documentation.
If Security Suite is enabled, sensitive customer data (such as telephone numbers, email addresses, or names) can be partially or completely masked in the agent view.
Filtering Contacts
Agents can filter contacts using the following options at the top-right of the Contacts section:
Select List – Choose from the contact lists the agent has permission to view.
Select Tag – Filter contacts by tags assigned to them, narrowing down the displayed list. If you associate many tags to a Contact, the tag label becomes grey, instead than colored.
Example:
Selecting a specific list and tag will display only contacts that belong to that list and match the chosen tag criteria.
To refresh the list view, click on the relative button.
Contacts can be filtered by Search Button or you can use the Advanced Search . For more details, explore the relative documentation:
Add a Contact
If you want to add a new contact click the plus button +:
insert contact's information
define the List where the contact must be inserted (mandatory field)
Agents can only add new contacts to lists for which they have explicit permissions.
If an agent does not have permission for any list, the option to add new contacts will be disabled in the Contact Manager interface.
If a specific Contact Manager trigger is configured by admin, when an agent receives a call or other interaction from an unknown contact:
The system checks the Contact Manager (CM) to see if the contact already exists by searching for Telephone number, Email address or Other provided identifiers
If no match is found, a New Contact is automatically created (depending on trigger configuration).