A revamped menu navigation for the Agent and Admin portals will be introduced. The new structure will improve access to frequently used tools and provide clearer grouping of settings and configuration areas.

🧩Enhancements

Admin Portal

The navigation menu in the Admin portal will be reorganised into main sections: Real Time, AI Transcript, Activities, AI Analytics, Manage Campaign, Reports, Configuration, Manage User, Phonebook and Logs.

Here’s what users will find in each section of the revamped Admin Portal:

• Real Time: Telephony and Email will be the subsections. Under Telephony, Calls, Queues, Agents, and Supervisor Panel dashboards will remain available.
• AI Transcript: A section that will surface Toku AI Transcript, a new feature where call recordings are transcribed and can be searched, filtered, and reviewed with AI-generated insights​
• Activities: : The existing Activities page for tracking recent and historical interactions.
• AI Analytics: A section that will surface Toku AI Analytics, a new feature offering conversational analytics, trends, and performance metrics derived from interaction data.
• Manage Campaign: This section will be renamed from Broadcast and will include Telephony and Chat subsections, where Chat corresponds to the current Broadcast and Telephony corresponds to the current Autodialer capabilities.
• Reports: Telephony, Email and SMS will be the subsections for accessing channel-specific reports.
• Configuration: Telephony, Email, SMS, and Status will be the subsections. The current Channel subsection becomes SMS. Telephony includes Call Flow Builder, Advanced Config, Others, and Voicemail Inbox.
• Manage User: User Management and Access Control will be the subsections. This will be a dedicated section containing items that will be moved out of the Configuration tab into their own area.
• Phonebook: Agent and Contacts will be the subsections for managing agent entries and custom contact lists.
• Logs: This section will remain aligned with the existing Logs section.

What has changed:

• Existing real-time Telephony dashboards will remain but will be grouped under Telephony with a new Email subsection under Real Time.​
• New sections for AI Transcript and AI Analytics will be introduced to surface AI-powered transcript review and analytics separately.​
• Broadcast will be renamed to Manage Campaign, combining the previous Broadcast (Chat) and Autodialer (Telephony) capabilities under one section.​
• Reports will be organised by channel (Telephony, Email, SMS) instead of being accessed from a single Reports section.​
• Configuration will be streamlined into Telephony, Email, SMS, and Status, with Voicemail Inbox configuration nested under Telephony.​
• User Management and Access Control will be promoted into a dedicated Manage User section instead of remaining inside Configuration.​

• Phonebook and Logs will remain available as sections in the new navigation.

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Agent Portal

The navigation menu in the Agent portal will be reorganised into four main sections: Live Dashboard, Activities, Phonebook, and Campaigns

Here’s what users will find in each section of the revamped Agent Portal:

• Live Dashboard: Telephony, Email, and SMS will be the subsections. Telephony will include real-time Queues, Analytics, and Calls Waiting in Queue views. SMS will link directly to the Action Centre.
• Activities: The existing Activities page will show a summary of the agent’s recent and past interactions across all channels.
• Phonebook: Queues, Agent, LOB, and Custom Contact will be the subsections.
• Campaigns: Chat will be the subsection, renamed from Broadcast

What has changed:

• Live Stats and Omnichannel will be consolidated into the new Live Dashboard, with Telephony, Email, and SMS as subsections.​
• Action Centre will be accessed from the SMS subsection under Live Dashboard instead of as a separate main menu item.​
• Broadcast will be renamed to Campaigns.​
• Phonebook will remain available but will be expanded to highlight Queues, Agent, LOB, and Custom Contact as clear subsections.

A toggle between the current and new navigation will be available for an initial period so that you will be able to switch views during the transition. The current navigation will then be phased out, leaving only the new menu structure available.

Once the new UI is live, the Help Centre will provide a detailed walkthrough of each section.