Exotel Contact Center Documentation
Overview
Welcome to the Exotel Contact Center Documentation Portal.
The Exotel enterprise contact center solution is erstwhile "Ameyo".
This portal is your comprehensive resource for learning how to use, configure, and manage all features across the Omni Contact Center solution. Whether you are seeking information on setting up a new IVR flow, monitoring live agent metrics, or generating historical reports, this documentation provides step-by-step guides, feature explanations, and best practices.
The content is organized by functional area and feature hierarchy to ensure you quickly find the information relevant to the platform component you are working with.
📝 We're enhancing this documentation. The earlier version remains available for reference. Login for detailed access.
How to Navigate and Find Information
The documentation is logically structured around the major functional components of the platform.
- Select a Feature Area: Begin by choosing one of the main libraries below (e.g., Campaign Management or Real-Time Monitoring).
- Browse the Hierarchy: Within each area, features are organized into logical three-level categories (e.g.,Agent Desktop / Console > Workbench > Unified Agent Desktop).
- Search: Use the search bar at the top left of the portal to find specific terms, features (like "Call Barging," "Avg ACW Duration," or "Lead Penetration"), or administrative settings.
Key Business Use Cases
Need to solve a specific business problem? Here are common scenarios and where to find the relevant feature documentation:
- Refine Dialing Strategy: Look under Outbound Voice Capabilities for Dialing Modes.
- Understand Supervisor : Check Monitoring & Analytics for Live Agent Coaching (Whisper & Barge) (SLA Metrics) and Dashboard historical stats
- Set Up a New User: Start with System & user Management for User & Role Management .
- Enable seamless customer engagement across voice , email, chat, social, and messaging channels with Ameyo’s unified omnichannel contact center platform.
For the Exotel Contact Center Application GlossaryExotel Contact Center terminology/Glossary please check out the links below