Available Guides
📋
Survey Tool
Call Survey Portal
How to create surveys, link queues, configure the Amazon Connect flow, capture agent details, and review results.
📞
Agent Tool
Custom CCP
How to log in, handle calls, use the outbound dialer, view call history, copy numbers, and use the Cato dashboard.
📝
IVR Management
Prompt Management
How to edit IVR prompts via Data Tables, set up single & multi-language flows in Connect, use TTS preview, and avoid common pitfalls.
📅
Schedule Management
Schedule Management
How to manage Hours of Operation, create holiday overrides, set up closure messages, and configure the Connect flow for schedule checks.
🌡️
Coming Soon
Analytics
Call Volume Heatmap
Understanding the heatmap, filtering by queue and time range, and exporting data.
📊
Analytics
Real-Time Dashboard
How to open a dashboard, understand tile types, configure and resize tiles, and save/share profiles with your team.
📲
Coming Soon
Management
Callback Admin
Managing scheduled callbacks, stopping contacts, and reviewing callback history.