Moving to StackCX V2
A guide to what's new and how to use it
StackCX V2 is here. It's a visual refresh: the same pages, the same data, and the same login, with a cleaner design and a few new features that make your day quicker.
Everything you use today still works. Same logins, same data, same web addresses. Only the look and feel has changed. This guide covers what's new and how to make the most of it.
What's in this guide
• Getting started with V2
• The new sidebar
• Dark mode
• Notifications
• Call list pages
• The call detail page
• The Report Hub
• Searchable dropdowns
• Other visual changes
• Common questions
Getting started with V2
Your administrator switches V2 on for your account. Once it's on, you'll see the new design the next time you load any page. There's nothing for you to do.
How you sign in doesn't change. Your login, your permissions, and your data all stay the same. Every page sits at the same web address as before — only the design is new.
Prefer V1 for now? Ask your administrator to switch you back.
The new sidebar
The sidebar is the change you'll notice first. It's been reorganised so the pages you use most are easy to reach.
What's new
Reorder your links. Drag and drop items in the Home and Performance sections into the order that suits you. Your layout saves automatically.
Live badges. The sidebar now shows real-time updates — a red dot next to Missed Calls when you have calls to review, and a number next to Outstanding Promises showing how many are open.
A Performance section. The old Reports section is now Performance. It holds Insights Engine, your favourite reports, and a link to the Report Hub.
Clearer grouping. Everything sits in four sections: Home, Performance, Admin, and System.
Where things live
Section | What's inside |
Home | My Calls, Organisation Calls, Missed Calls, Promises, Alerts, and the other pages you use daily |
Performance | Insights Engine, your favourite reports, and the “All Reports” link to the Report Hub |
Admin | Organisation settings, user management, and configuration (admins only) |
System | System-wide settings (system administrators only) |
Reorder items
1. Hover over an item in the Home or Performance section.
2. Click and hold, then drag it up or down.
3. Release to drop it in place. Your new order saves automatically.
Dark mode
V2 has a proper dark mode for comfortable viewing in low light.
Switch themes
Find the sun or moon icon in the top bar, near your profile picture.
Click it to switch between light and dark.
Your choice saves to your account and follows you across devices and sessions.
In dark mode, the background turns dark grey, text turns light, and cards and tables adjust to match. The sidebar stays dark in both modes, so it looks the same whichever theme you pick.
Notifications
In V1, messages like “Call updated” or “Report exported” appeared in a dropdown under the bell icon. In V2, they pop up as small cards that slide in from the top-right of the screen.
Green for success.
Red for errors.
Amber for warnings.
Blue for information.
Each card clears on its own after a few seconds. To dismiss one early, click the close button.
Call list pages
The call list pages (My Calls, Organisation Calls, and the rest) keep the same data and columns. A few things are easier to use.
Better filters
Search-as-you-type dropdowns. The Team, User, Category, and Site filters now let you type to search. Start typing a name and matching options show straight away — quicker than scrolling a long list.
Direction toggle. Filter by Inbound, Outbound, or Internal using clearly labelled buttons instead of a dropdown.
Advanced filters. Click “Advanced Filters” for more options: a duration slider to filter by call length; toggles to leave out voicemails, calls without recordings, or CRM-synced calls; buttons to include or exclude calls by tag; and filters for flagged or unflagged calls.
Active filter summary. When advanced filters are collapsed, small badges show which filters are on, so you always know what's applied.
No page reload. Change a filter and the table updates straight away. The page doesn't reload.
Score colours
Score columns run from red (low) through amber to green (high), so you can scan a list of calls and spot patterns quickly.
The call detail page
The call detail page is where most of your work happens, and it's had the biggest visual change.
A colour band for satisfaction
The top of the page now shows a full-width colour band based on the customer satisfaction (CSAT) score:
Green for high scores (8 to 10).
Amber for mid scores (4 to 7).
Red for low scores (1 to 3).
Blue-grey when there's no score yet.
You get a read on call quality before you look at anything else.
Audio player
The audio player has been redesigned with:
A waveform that shows the shape of the call audio.
The usual controls: play and pause, skip forward and back, volume, and playback speed.
A download button to save the recording.
Tabbed content
The detail is organised into clearly labelled tabs:
Tab | What it shows |
Summary | An AI-written call summary and the key details |
Coaching | Coaching analysis, notes, and flags |
Transcript | The full transcript, with search highlighting |
History | Previous calls from the same phone number |
Customer Activity | Customer activity analysis (if you have permission) |
Scorecards | One tab per scorecard, with the score breakdown |
Score tiers
Scorecard results show colour-coded tiers — Excellent, Good, Fair, and Poor — each with its own background colour, so they're easy to scan.
The Report Hub
V2 adds the Report Hub: one place to browse and open every report you have.
Open it
Click “All Reports” in the Performance section of the sidebar.
What you'll find
Reports grouped by category: Sales, Aftersales, Usage, Coaching, General, Telephony, and Dashboard.
A tile for each report, with its name and a short description.
A Recently Viewed section for the reports you've opened lately.
A search bar to find a report by name.
Favourite the reports you use most
Each tile has a star. Click it to add that report to your favourites, and it appears in the Performance section of your sidebar for one-click access. Click the star again to remove it, or drag the favourite out of the sidebar.
Searchable dropdowns
Across V2, dropdowns that used to mean scrolling now let you type to search. Start typing and the list narrows to matching options. This helps most when you have a lot of teams or users.
You'll find it on the Team, User, Category, and Site filters, and on any dropdown with a search box at the top.
Other visual changes
Beyond the features above, you'll notice a few general improvements:
What changed | V1 | V2 |
Notifications | Dropdown under the bell icon | Pop-up cards from the top-right |
Loading | Blank areas while content loads | Animated placeholders that show a page is loading |
Empty states | Plain “No data” text | Friendly messages with a clear next step |
Buttons and badges | Lightly rounded | More rounded, with softer shadows |
Spacing | Varied by page | Consistent across the app |
Icons | Mixed sets | One consistent set throughout |
Animations | Minimal | Subtle movement on hover, when windows open, and on dashboard counters |
Common questions
Will I lose any data?
No. V2 is a visual update. Your calls, transcripts, scores, tags, reports, and settings stay exactly as they are. Nothing is moved, deleted, or changed.
Can I switch back to V1?
Yes. Ask your administrator to turn V2 off for your account, and you'll be back on V1 at your next page load.
Do I need new bookmarks or web addresses?
No. Every page is at the same web address. Your bookmarks still work.
Has the data in my reports changed?
No. V2 only changes how the data looks. The numbers, calculations, and filters are the same.
Why do some pages look different from others?
V2 is rolling out page by page. Any page that isn't on V2 yet shows the V1 version, and the switch between them is invisible — you won't hit a hard edge.
I can't find a page that used to be in the sidebar.
The sidebar has been reorganised. Daily pages are under Home, reports and analytics under Performance, and settings under Admin. You can also drag items to reorder them, and you'll find every report under Performance › All Reports.
My sidebar order reset. What happened?
If your administrator adds or removes sidebar links, your custom order can reset. Just drag the items back into the order you want.
Does dark mode change printed reports?
No. Printed and exported reports use their own formatting and aren't affected by your theme.
Still stuck? Raise a support ticket via support@stackcx.com or chat with us via the help menu and the StackCX team will help.