The Resource Library is a document repository within CX Route where supervisors can share files with agents.

  1. Adding Files (Supervisor)
  2. Viewing Files (Agent)



1. Adding Files

To add a file to the Resource Library:

  • Click Programs in the left-hand navigation bar to browse to the Program that the file is associated with


  • Click Library in the top right of the Program Management page

The Library page is broken down into two sections:



File Uploader

To add Media Files to the library:

  • Save all files in the Root Folder
    • Or, type in a name to Create a New Folder
      *This feature is still being developed. We recommend storing all files in the Root Folder for now.
  • Click Add Files to browse to file location or click and drag files from your desktop into the filespace

    • You can upload multiple files at once
    • Filename\Size will be displayed in this list. The maximum size of 2MB is per file, not per upload. 
       The maximum total upload size is 12MB.

  • Once the files are listed in the filespace, click Start Upload
  • File Status will change from a red "X" to a green check mark, indicating a successful upload.



Media Library Admin

This is where the uploaded files are managed.

Click the file ID # to access its settings
*File Details will open in a separate tab


On the Details tab, you can:

  • View the following File information:
    • File Name
    • File ID #
    • File Information (if available)
    • Creator ID (Agent ID)
    • Creator Name (Agent Name)
    • Created On date- when file was uploaded
    • Updated On date- when file settings were last modified
    • Program Name
    • Campaign Name
      • Click the dropdown to display a list of campaigns within the assigned program
      • If a campaign is assigned to the file, the Campaign Name will replace the Program Name in the Media Library Admin list.
    • Agent Resource
      • Yes: the file will be available to agents
      • No: the file will not be available to agents, and will only be accessible in this list
    • File Play/Download
      • Audio and video files (.wav, .ogg, .mp4, .webm) will display a Play button here, allowing you to listen/view the content from the Details tab
      • All other file types will display a Download button, allowing you to download the file 
    • Click Update to save any changes that made or Cancel to return to the previous page

 Files cannot be deleted from the Resource Library.
Once a file is uploaded, it will remain viewable in the file list. To ensure it is not accessed, set the Agent Resource option to No. However, the file can still be downloaded by Supervisors from inside the library. 



2. Viewing Files

Agents may access any files that have been designated as Agent Resource=Yes as long as they have been assigned the proper Team/Abilities.

  • Click Agent in the left-hand navigation bar, then click Resource Library


  • The Media Library Agent will load
  • From here, the agent can:
    • Search for files
    • View the file ID#, File name, Upload Date, Size, and associated Program (or Campaign)
  • Click on the ID# to Play/Download the file
    • Audio and video files will bring up a media player to view\listen to the content
    • PDF files will open in a pop-up resource player
    • All other document types will automatically download