Graia CCaaS product documentation

Find guides for every role in your contact center. Choose yours to get started.

Agents

Handle calls, chats and emails with customers.

• Answer a customer's call
• Reply to a chat or an email
• Logged out unexpectedly?

Open the Agent guide →

Supervisors

Monitor queues and teams, and review past conversations.

• See waiting times and service level
• See how my teams are performing
• Find a past task or recording

Open the Supervisor guide →

Administrators

Set up channels, workflows, agents and integrations.

• Build a voice workflow
• Run an outbound campaign
• Configure the agent workspace

Open the Administrator guide →

Analysts

Historical reports in Microsoft Power BI.

• Set up the Power BI reports
• Agents, Calls and Queues reports
• Build your own reports from the OData feed

Open the BI Reports guide →

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