Admin Experience
| Intuitive user interface, graphically customizable Security Suite for login and option to mask sensitive Data Networks and SMTP settings configuration Setup Reports and Analytics for each Channel to analyze the Contact Center performances Configure 3rd Party Applications Integration Install and edit plugins (HTML or Script Applications) on the App Zone Software updates visibility and Licenses & Provisioning: Interface to update Modules Licenses,
Change Plans and concurrent Agents number from the specific UI request form Create useful Tools, like Canned Answers, Dispositions, Intervals, Pauses and so on Set up Triggers to design effective event driven or automatic behaviors
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| Customized real time Dashboards, with users access configuration Widgets (Custom path, Chart)
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| Create and edit Users and Telephones (simple PBX Extensions) Create and edit Agents, by setting Agent typology (Phonebar, WebRTC, External or Mobile) and associating them to Channel Queues Create and edit Team, by associating them to Channel Queues or Out Prefixes Assign permissions to Users, by defining User Profiles Create and edit Agent Profiles and Queue Timings Enable Agents or Users to use Active Directory SSO or Google SSO to login
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| Add contacts manually or import a file Define contact lists or set black lists Customer Journey management Define global and custom fields per contact list Define customized dispositions (3-level disposition)
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| XCALLY Motion provides ready-to-use reports that allows you to analyze your call center performance.
You can also use the custom report builder to build your own Reports tailored to your business goals. |
Channels Management
| Configure SIP Connections (Trunks) between phone system and VOIP provider for inbound/outbound calls Configure Queues dedicated to voice interactions and define routes and contexts to manage internal, inbound and outbound calls Define Triggers for Voice interactions automatic handling Setup a Voicemail for the callers who want to leave a voice message Define Music on Hold classes Access to Voice Recordings List, with the option to enable quality analysis to obtain transcription, sentiment and post-call analysis Enable Supervisors to Chanspy, namely to listen to agents calls, as well as to whisper or barge into a conversation Set Out Prefixes to associate an outbound route Access Realtime Environment to monitor the activity status of agents, telephones, trunks, queues and outbound calls With XCALLY Mobile App Agents can manage Voice channels for inbound/outbound calls and Motion Bull campaigns directly from the smartphone
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Textual channels:
Chat, Email, SMS,
Open Channel, Fax,
WhatsApp | Configure Queues dedicated to interactions and define their routing mechanisms (the applications that will be executed when there is an incoming message) Set Queue/Agent Transfer feature to enable Agents to transfer the interaction to another Queue/Agent Monitor activities and agents status in Realtime Define dispositions and canned answers Spy an interaction thread and possibility to insert an internal note Channel Interactions List with search filter and download options
Moreover for Chat channel: For Email Channel: Define an outgoing email messages Template Pre-configured Email Providers (e.g. Gmail, Hotmail, Outlook365…)
For SMS: For Open Channel: choose the Channel Integrations (Facebook, Telegram, Instagram…) For WhatsApp: Define the provider among Meta, SinchV2, Twilio and Kaleyra Possibility to create outbound campaigns with approved templates Setup the video option for WhatsApp (with VIDAOO)
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| JScripty allows you to design, preview and publish a script flow that the Agents can use for their customer service operations inside the Omni Desktop Interface. Every time there is an outgoing/incoming call the script is automatically opened for the agent managing the call, if trigger conditions are met. |
| Create and update Graphical Drag&Drop IVR projects to manage the call flows Connect to a remote DB (ODBC) to extract information Ready-to-use applications that can be executed during a call flow Use ASR, TTS and BOTS functionalities to improve your IVR projects Used for several kind of applications, like: Auto attendant, Call Back, Surveys, Notification on the status of orders, Payment processing and more.
In a typical scenario of a company that uses an IVR, the callers are first greeted and asked to choose from a series of prompts (e.g. “Press 1 for Sales”). Based on the button they pressed, the callers are routed to the most appropriate queue. If all agents are busy, the caller will wait in a queue or managed differently. |
Motion Bull
Motion Bull is an automated outbound dialer designed to increase productivity and maximize agent talk time by utilizing configurable dialing methods.
The system automatically generates outbound calls from contact lists imported into the XCALLY Motion platform, enabling efficient outreach operations.
You can create and manage two types of outbound dialer campaigns based on your business goals:
Queue Campaign
Use this campaign type when you want to connect customers directly to live agents.
IVR Campaign
Use this campaign type to automate interactions without agent involvement, such as:
| Create and update Queue campaigns, by setting the outbound dialing methods: progressive, predictive, power dialing, preview or booked progressive Configure queues, add agents/teams and upload contact lists/blacklists Set the time interval for the campaign to perform outbound calls Define Retry Settings: maximum number of times a contact is called before considering it closed globally and for single status Recall-me features Monitor the campaign results (Hopper, History, Final) and in Realtime
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| Create and update IVR campaigns Upload contact lists/blacklists Set the time interval for the campaign to perform outbound calls Define Retry Settings: maximum number of times a contact is called before considering it closed globally and for single status Monitor the campaign results (Hopper, History, Final) and in Realtime
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User Experience
In XCALLY Motion, Users typically represent Contact Center Supervisors or other operational personnel whose access and capabilities are defined by the System Administrator through role-based permissions.
User permissions can be customized to provide access to a broad or limited set of functions, depending on operational needs. This flexible permission system ensures security and functional separation across teams.
Administrators can assign specific access rights to Users, such as:
Monitoring Agent Activities
View performance and operations for selected agent groups only.
Module Access Control
Limit visibility and usage of specific modules within the XCALLY environment.
Channel Activity Management
Grant access to interaction logs, live views, and channel-specific reports.
Granular Resource Access
Restrict visibility or control over specific resources or data in the system.
Users can be granted different levels of editing rights (Read Only, Read & Edit, Read, Edit & Delete)
Additionally, specific UI elements or menu entries can be hidden from a user’s interface based on their assigned role, further simplifying their environment and enforcing security policies.
Users can have operational permissions similar to those of the Administrator, except for strict System operations (e.g.: installation, setup, licenses, maintenance, general environment configuration) and so on, which are activities for the administrators only. Also Users Creation and Users Permissions management are functions offered to the Administrators but not to the Users.
Typical User activities in a Contact Center context are presented:
Workflow Setup
Define and manage Contact Center Staff (only Telephones and Agents)
Design call center surveys using Jscripty
Design IVR flows using Cally Square
Use/Modify the plugins installed by the Admin in the App Zone
Tools Setup
Define specific Canned Answers, Dispositions, Intervals, Pauses, Schedulers, Tags, Triggers, Sounds and other feautures
Customize the Dashboards and Reports
Monitor Activity
Monitor Activities and Agents in Realtime
Run the Reports to monitor organization performance
Monitor Activities on the Custom Dashboards
The Users can perform many other activities and tasks : the Administrator can design specific User Profiles for each (group) of them in order to provide a proper applications and resources availability!
Agent Experience
General Omnichannel Agent Web Desktop, with intuitive user interface Status setup Agents' and Queues' availability Dashboard Internal Messenger System for texting and calling Option to mask sensitive Data
| Contact Management → Contact Lists visibility with: |
XCALLY Motion is designed to help agents quickly engage with customers across multiple channels through a streamlined and intuitive web interface.
Agents can immediately begin handling interactions from voice, chat, email, SMS, and other channels with minimal training, thanks to the system’s ease of use.
The unified interface ensures all essential tools and data are readily available in a single view, reducing switching time and improving response quality.
Agents have access to the Contacts Manager, a built-in light CRM module that supports efficient customer engagement.
Key features include:
Access to Assigned Contact Lists: enables focused communication for campaigns, follow-ups, or customer support.
Contact Information Retrieval: agents can easily search for and view detailed customer records and history.
Activity Tracking: view past interactions to provide informed and contextual responses.
Click-to-Call & Script Launching: initiate calls directly from the contact record or launch dynamic scripts (e.g., surveys or customer satisfaction flows) with a single click.
The web interface is optimized to support agents in quickly resolving customer issues by:
Displaying all relevant contact and interaction data in one place
Reducing the need to switch between systems
Supporting real-time access to tools, scripts, and notes
Channels Management
| XCALLY Motion offers flexible options for handling voice interactions, allowing agents to manage inbound and outbound calls efficiently through a range of tools and features.
Agents can manage phone calls using: Phonebar for Windows - a dedicated desktop application that sits on top of other windows for quick access. WebRTC OmniDesktop - a browser-based softphone embedded directly within the XCALLY web interface—no installation required. External SIP Phones - third-party SIP devices or softphones can be used with Hot Desk functionality, allowing agents to associate any available registered telephone with their profile. Mobile Agents to handle inbound/outbound voice calls and participate in Motion Bull dialer campaigns directly from a smartphone, offering complete flexibility for remote work scenarios.
Agents can: Receive Incoming Calls: accept manually or automatically (based on system configuration) Place Outbound Calls: manual dialing or as part of Motion Bull dialer campaigns Transfer Calls: blind (unattended) and attended transfers supported Record Calls: start/stop manually or configure automatic recording based on system rules Close and Dispose Interactions: assign one of up to three levels of dispositions to categorize the outcome Manage: Blacklist: mark number to prevent future contact Recall Me: flag contact for follow-up Reschedule: set a future time to reattempt contact
Execute Jscripty Sessions: automatically triggered by events or selected manually to run dynamic scripts (e.g., forms, surveys)
Agents have access to detailed voice interaction data, including: Voice Calls List: full history of calls managed by the agent Abandoned Calls List: separate lists for inbound and dialer campaign calls that were not answered Voice Recordings: access to call recordings based on permissions and configuration Scheduled Calls: view and manage upcoming follow-up or rescheduled calls
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Textual channels:
Chat, Email, SMS,
Open Channel, Fax,
WhatsApp | XCALLY Motion enables agents to handle real-time and asynchronous conversations across multiple channels, with tools designed to streamline interaction handling, improve efficiency, and support multilingual communication. Agents can: Accept Conversations: manually or automatically, depending on system configuration Available across all supported channels: Chat, Email, SMS, WhatsApp, Open Channel, Fax
Manage Conversations with Key Tools Select Canned Answers for quick replies Insert Internal Notes during interactions (not available for Fax) Attach Files to the conversation (attachments not available for SMS) Tag and Transfer conversations to other agents or departments Close and Dispose interactions using a three-level disposition system
Video Integration: Session Data and Interaction History Agents have access to detailed interaction history:
The Real-Time Translator feature enables agents to communicate seamlessly with customers across language barriers:
Automatically translate incoming and outgoing messages during live text-based interactions Supported channels include SMS, WhatsApp, Chat, Open Channel
🌍 This feature enhances accessibility and helps agents provide effective support to customers in their native languages, improving customer satisfaction and agent efficiency
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Calls Management
Application for voice calls management Enable/Disable software update Auto-adaptive and always on top Calls Management: Pause/Unpause Set speakerphone and Mute Auto-answer Unconditional transfer Redial, Hold, Do not Disturb Incoming Call display Call history Call conference Call transfer (blind or attended) Call recording (automatic or manual) Click to call
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