Understanding the CR&A Home Page

The CR&A Home page provides a centralized dashboard for users to quickly access critical features and insights. The CR&A home page is designed to offer both at-a-glance information and easy navigation to essential tools.

The following are the key sections of the CR&A Home page:

The following table describes all the options available on the Home page:

• Home Page icon: The Home Page icon in the left navigation menu is highlighted when the user is currently on the Home Page.

• Company Selector: The Company Selector displays the company the user is currently logged into.

  If the user’s email is associated with multiple companies in CR&A, they can switch between companies using this dropdown.

  To switch:

  • Click the dropdown.

  • Select the desired company name from the list.

  Users can also search for a company by typing into the search field (indicated by the magnifying glass icon), making it easier to find the right company when many are associated with the account.
  

  This feature ensures users can easily manage and navigate across multiple customer environments linked to their login.

• Menu bar: The CR&A menu bar is positioned vertically on the left-hand side of the interface and provides site-wide navigation to all available CR&A pages.

  Users can easily identify each icon by hovering the cursor over them. A tooltip appears, indicating the function or section the icon represents.

• Profile: The Profile drop-down list provides several options for the logged-in user:

  • View the current CR&A account they are logged into.

  • See the user's name and registered email address (email is greyed out in the image).

  • Change their preferred language. The following languages are supported:

    • Ukrainian  

    • English  

    • Chinese  

    • Hebrew  

    • Spanish  

    • Afrikaans  

    • Indonesian  

    • Portuguese  

    • German  

    • French  

    • Greek  

    • Hindi  

    • Polish  

    • Japanese  

    • Dutch  

    • Korean  

    • Swedish  

    • Russian

  • Select a Multi-Factor Authentication (MFA) method, if applicable.

  • Reset their account password.

  • The Set Default Company option opens the Select Company page, where you can choose the default company to open each time you log in. This option appears if you are associated with more than one company account. You can change your default company anytime by selecting Set Default Company again.

  • Log out of CR&A.

    

• Support: The Support drop-down list provides users with options to access help resources:

  • To log a support ticket, click the Support Portal item.
    Depending on the account’s configuration, this action are either:

    • Redirect the user to a URL where they can submit a support ticket.

    • Open the default email client with a pre-filled recipient address, allowing the user to send their request directly.

  • Users can also access the CR&A online User Guide (this document) by clicking the CR&A User Guide item.

• Chat agent: By clicking this icon, a small floating pop-up button appears at the bottom of the page indicating that the AI Agent is available for a chat.

  

  If you click this button, you can chat with the AI Agent asking questions in connection with all the recorded calls.

  To remove the floating pop-up button and turn off the AI Agent, click the AI Agent icon once again.

  Note

  When the AI Agent icon is clicked thereby activating the AI Agent, the icon changes color to blue and the AI Agent is visible across all CR&A’s pages.

• Theme: You can customize the look and feel of the CR&A interface by selecting a preferred theme. Currently, the following options are available:

  • Light: Displays the interface with a light background and dark text.

  • Dark: Displays the interface with a dark background and light text.

  • System: Matches the theme of your operating system automatically.

  • Light Contrast: Displays a light background with higher contrast for improved readability.

  • Dark Contrast: Displays a dark background with higher contrast for improved readability.
    

  • For example, selecting the Dark theme will change the application's appearance accordingly.
    

• Adjusting the Display Size: You can Zoom in or out to improve readability and meet accessibility needs.

  • Click the plus (+) icon to increase the zoom level.

  • Click the minus (–) icon to decrease the zoom level.

  • The current zoom level is displayed between the icons (for example, 100%).

  The content layout adjusts automatically to ensure that no information is lost and all functions remain accessible. Text can also be resized up to 200 percent without loss of functionality, in compliance with the EU Accessibility Act 2025.

• Calls Counter widget: The Calls Counter widget (also referred to as a tile or card) displays key metrics relating to the number of calls recorded by the selected company. The metrics include:

  • Last Hour

  • Calls Today

  • Calls This Week

  • Calls Last Week

  • Total Calls

  Additionally, the This Month to Date metric shows the percentage change in call volume compared to the same stage of the previous month.

• Call Volume widget: The Call Volume widget provides a graphical representation of the volume of calls recorded by CR&A for the selected account. Users can view data for the:

  • Last 14 Days (default)

  • Last 4 Weeks

  • Last 6 Months

• Call Volume Date Range selector: This control allows users to select the desired date range, such as Last 14 Days, Last 4 Weeks, or Last 6 Months to update the Call Volume widget accordingly.

• User Activity widget: The User Activity widget displays metrics for individual users, including:

  • Logins

  • Calls Played Back

  • Quality Assurances (QAs) completed

  Metrics are displayed in distinct colors, as indicated by the color key in the widget. When a user hovers over a colored section of the bar chart for a specific user, a tooltip appears showing the name of the metric and its value.

• User Activity Date Range selector: Similar to the Call Volume widget, this date range selector allows users to view User Activity data for:

  • Last 14 Days (Default)

  • Last Month

  • Last 6 Months

• Security Logs widget: The Security Logs widget displays recent login activity for the selected account. This widget is only visible to users with specific roles, such as Super Admin, Admin, or Support User.

  Clicking View User navigates to a detailed Security Log page containing comprehensive activity data for the selected user.

• Show this Page at Login Option: This checkbox is ticked by default. If a user unchecks this option, they will be redirected to the Call Listing page upon their next login.

  Note

  If you do not have permission to access the Call Listing page, you will be redirected to the default Home Page.

  This setting is global and applies to all users under the company’s account.

• Portal Selection tabs: These tabs appear based on the user's role, permissions, and licenses, providing quick access to different CR&A portals. For example:

  • Clicking the Analytics tab navigates the user to the Conversation Analytics portal.

  • If the user is a partner, the Partner portal tab will be visible.

  • The Recording tab represents the Customer portal.