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Getting Started

This guide covers logging in to CallCoach, browser requirements, and initial setup.

Logging In

You will typically log in using Single Sign-On (SSO) provided by Auth0. Your administrator will provide you with the necessary credentials and login URL. If you have trouble logging in, ensure you are using the correct credentials and URL, or contact your internal IT support or CallCoach administrator.

Browser Requirements

CallCoach supports the following browsers:

  • Google Chrome (recommended)
  • Mozilla Firefox
  • Microsoft Edge
  • Safari

Warning

Internet Explorer is not supported. For the best experience, ensure your browser is up to date.

Language Settings

CallCoach supports multiple languages (English, Spanish, and Portuguese). To change your language preference:

  1. Click on your profile dropdown in the top-right corner of the navigation bar (shows your username with a person icon)
  2. Select My Profile
  3. In the Language Preference section, choose your preferred language
  4. Your selection is automatically saved and will persist across all future sessions

Note

Agents who don't have access to the full dashboard can still change their language using the language dropdown in the navigation bar.

Profile Settings

Click on the user profile dropdown in the top-right corner of the navigation bar, then select My Profile to access your personal settings page.

The My Profile page allows you to:

  • View your user information — name, email, and organisation
  • Change your language preference — choose between English, Spanish, and Portuguese
  • Manage email preferences — toggle feature update email notifications on/off
  • Personalise your dashboard — choose between Light, Dark, or System theme modes

Changing Theme (Light/Dark Mode)

  1. Navigate to your profile page
  2. Scroll to the Personalisation section
  3. Select your preferred theme:
    • Light — traditional light background with dark text
    • Dark — dark background with light text (easier on the eyes in low-light conditions)
    • System — automatically matches your computer's theme preference
  4. The theme change applies immediately and persists across all pages and future sessions

Email Preferences

  1. Go to your profile page
  2. Find the Email Preferences section
  3. Toggle the Feature update emails switch on or off
  4. Your preference is saved automatically

Bookmarks

You can bookmark up to 3 pages for quick access:

  1. Navigate to any page you want to bookmark
  2. Click the bookmark icon in the navigation bar (located to the left of your profile dropdown)
  3. The page is instantly bookmarked and appears in your profile dropdown menu
  4. To view your bookmarks, click on your profile dropdown in the top-right corner

Tip

You can also manage bookmarks from your profile page under the Bookmarked Pages section.

Setting a Custom Homepage

You can set any bookmarked page as your homepage (the page you land on after logging in):

  1. Bookmark the page you want as your homepage
  2. Click on your profile dropdown in the top-right corner
  3. In the Bookmarks section, click the house icon next to the bookmark you want to set as homepage
  4. The house icon will fill in to indicate it's now your homepage

How the custom homepage works:

  • If you navigate directly to a specific page before logging in, you'll be taken to that page after login (deep link behaviour)
  • If you simply visit the site's home page before logging in, you'll be redirected to your custom homepage if one is set
  • If no custom homepage is set, you'll land on the default dashboard homepage

Removing Bookmarks

You can remove bookmarks in several ways:

  • From the profile dropdown — click the trash icon next to the bookmark
  • From your profile page — find the Bookmarked Pages section and click the trash icon
  • From the page itself — navigate to a bookmarked page and click the filled bookmark icon in the navigation bar to toggle it off

Note

The bookmarks feature is only available for regular users (administrators, team leads, managers). Agents with limited dashboard access cannot use bookmarks. The system limits you to 3 bookmarks.

Data Update Schedule

  • Call processing may occur in batches (e.g., daily for the "Latest CallCoach Run" section)
  • Analytics and reports may be updated daily or on a different schedule depending on your organisation's setup
  • The Weekly Highlights on the main dashboard typically reflect data from the past 7 days

Performance Note

Dashboard metrics and score types are sourced from pre-calculated weekly summaries that refresh weekly. This ensures fast loading times even with large datasets. New score types introduced during the week will appear after the next weekly refresh cycle, which typically takes place on Sunday.

Contact Support

If you can't find the answer you're looking for:

  • Email: support@icana.ai
  • Chat widget: Use the integrated chat widget in the bottom-right corner of the dashboard

Next Steps

Once you're logged in, explore the Dashboard Overview to familiarise yourself with the main interface.