This article lists the four functional areas within® Cloud and the functions/menu options that are available within each option:

Selecting one of these options opens a sub-menu beneath the Navigation bar.


The Navigator menu allows Agents to search for existing sessions, begin a new session with either a new or existing consumer, and view open sessions that are assigned to them. Supervisors can monitor all activity and (if enabled) assign sessions to different Agents. Individual sessions that you have opened for viewing or running appear in individual numbered tabs where the number refers to the unique session ID.

This menu has the following options:

  • New Session/New Consumer: Create a new consumer and then start a new session for that consumer. See Creating a New Consumer (opens a new article).
  • New Session/Existing Consumer: Find an existing consumer and then start a new session for that consumer. See Working with an Existing Consumer (opens a new article).
  • Existing Session: Find existing sessions. See Existing Session Screen (opens a new article).
  • My Open Sessions: View all open sessions that are currently assigned to you. See Viewing Your Open Sessions (opens a new article).
  • Activity Monitor: View all sessions assigned to all Agents and (if enabled) transfer sessions from one Agent to another. See Using the Activity Monitor (opens a new article).
  • Individual Sessions: Clicking a numbered tab opens the Session screen for the selected session. See Session Screen (opens a new article).

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The Designer menu allows you to view, add, edit, and remove Guided Paths®, Support Articles, Steps, Actions, and Categories.

This menu has the following options:

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The Analytics menu allows you to access dashboards and reports.

This menu has the following options:

  • Management: Track trends of key performance indicators, measure team and Agent performance, gain actionable insights into your consumer experiences, and track license utilization. See Management (opens a new article).
  • Path Design: See how your Paths are being utilized and spot potential areas for optimizations that can help you improve the level of service you provide to your consumers. See Path Design (opens a new article).
  • Agent Success: Review Agent scorecards and drill into the details of individual consumer interactions to help your Agents achieve success. See Agent Success (opens a new article).
  • Reporting: Create and export your own custom reports. See Reporting (opens a new article).
  • Sample Data: Review and analyze sample data to familiarize yourself with navigating the Analytics section.  See Sample Data (opens a new article).

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The Admin menu allows you to manage the following users, teams, branding, and custom fields.

This menu has the following options:

  • Operations:  Opens a sub-menu with the following options:
    • Users: Manage individual users. See Users (opens a new article).

    • Teams: Manage team assignments of Agents. See Teams (opens a new article).

    • Skills: Manage Skills. See Skills (opens a new article).
  • Settings: Opens a sub-menu with the following options:
    • Connect Pages & Calling Cards: Manage custom connection pages and consumer-accessible calling cards. See Connect Pages & Calling Cards (opens a new article).

    • Branding: Manage the branding for your instance of Cloud. See Brand (opens a new article).

    • Manage Fields: Configure and manage custom data fields. See Custom Fields (opens a new article).

    • Push URLs: Manage pre-configured URLs that Agents can push to consumer devices. See Push URLs (opens a new article).

    • Configurations: Manage the connection URL, time zone, and push URLs. See Configurations (opens a new article).
    • Self-Support Branding: Customize the look and feel of your Cloud instance. See Self-Support Branding (opens a new article).
  • Integration: Allows you to manage various API-related functions. This menu and API functionality are beyond the scope of this User Guide.

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