 The Voicelogs tab, or Voicelogs Analysis (VLA) , provides a centralized interface for authorized users to search, filter, listen to, and manage call recordings (voicelogs) and their associated metadata.  This feature is crucial for Quality Assurance (QA) , monitoring agent performance, and ensuring regulatory compliance by providing robust tools for scoring, downloading, and amplifying call audio.

VoiceLogs / VLA

 The Local IVR is a full-fledged Interactive Voice Response (IVR) system that runs locally within the campaign's context.  The term local refers specifically to the telephony channel on which the IVR is running.

Local IVR

 Prompts are voice messages (audio files) that are played to customers during call interactions, typically within Interactive Voice Response (IVR) systems or for features like Voicemail.  Prompts are configured at the campaign level by Administrators or Supervisors.

Prompts Management

 Dispositions are a core feature used to classify the outcome of customer interactions, primarily calls.  The entire feature is managed through three components Disposition Code The specific reason an agent selects for call disconnection.

Disposition Plan, Codes & Class

 The Holiday/Office Timings feature defines the official working hours and holidays for the contact center.  It is a fundamental function for managing call center availability, ensuring that system actions and customer interactions adhere to the defined operational schedule.

Holiday/Office Timings

 The Callback feature enables agents to schedule a return call to a customer, primarily used for follow-up or when a customer requests to be called back.  The feature supports various callback types, including Queue Callback, Campaign Callback, Self Callback, and Preview Callback .

Callback Management

 Customer Providers define the strategy for sourcing, prioritizing, and managing customer contact numbers for dialing campaigns.  The system supports various providers, each designed for specific outbound campaign goals and complexity levels, including Campaign Based , Lead Based , and the advanced PACE Based Customer Provider.

Customer Provider types

 The Fetch Order Policy is a specialized, licensable feature found in the Advanced Settings of voice campaigns that controls the sequential logic of customer number retrieval for outbound dialing.  Its purpose is to define the exact order in which the dialer fetches customer records from the leads, ensuring critical numbers are prioritized according to business strategy.

Fetch Order Policy

 The Advanced settings tab in campaign configuration is where administrators define the core, often technical, operational parameters for a specific campaign.  These settings control the campaign’s data sources, disposition logic, user interface, and outbound dialing algorithm performance.

Advanced Campaign Configuration

 Campaign Settings refer to the core set of configurable parameters that dictate the operational behavior, capacity, and service performance of a specific voice campaign (such as Inbound, Outbound, or Predictive).  These settings are crucial for establishing system constraints, managing customer interactions, and defining the logic for call identification and routing based on time and service levels.

Campaign Settings

 ACW (After Call Work) Settings define the mandatory time duration an agent is allowed to dispose of or "wrap" a call after the call has been disconnected.  This duration starts upon call disconnection and ends upon its disposition .

ACW - After call Work

 The Customer Distribution Rules feature automates the segregation and distribution of customer data within the system.  Its core purpose is to replace the centralized "Customer Segregation" rule functionality and manage customer data at the process-level itself, rather than the system-level.

Customer Distribution Rules

 Reporting & Analytics provides supervisors and administrators with access to a wide range of historical data and performance metrics for the contact center.  These reports are essential for tracking KPIs, monitoring agent performance, understanding campaign effectiveness, and making data-driven business decisions.

Reporting & Analytics

 Call Recording is the process of capturing the audio of phone conversations.  The recordings are stored securely and can be retrieved for quality assurance, training, dispute resolution, and compliance purposes.

Call Recording

 System-wide Call Recording Rules allow administrators to define global policies for call recording that apply across the entire platform, independent of individual campaign settings.  This is used to enforce broad compliance and quality standards.

System-wide Call Recording

 Quality Audits, or Call Scoring, is the process of evaluating agent interactions against a predefined set of QA Parameters.  Supervisors or dedicated Analysts score recorded interactions to measure performance, ensure adherence to standards, and identify coaching opportunities.

Quality Scoring/ QA Parameters

 The Mapping Policies tab in the Administrator Console is used to define rules for associating users (agents) with their telephony details, such as their extension (phone number) and Call Context.  The specific interface and configuration steps available in this tab depend entirely on the User Mapping Policy selected in the System Settings tab.

Mapping Policies

 This feature provides supervisors and administrators with the flexibility to export report data for offline analysis and to schedule reports to be run automatically at regular intervals.  This ensures that stakeholders receive timely performance data without manual intervention.

Report Scheduling & Exporting

User & Role Management

Admin Config & Features

Quality & Performance Management

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Omni Contact Center

Ameyo Platform Documentation

Queue Management

Blacklisting

Skill Management

Inbound features

LRU (Least Recently Used) Routing

Round Robin Routing

Ring to All / Parallel Ringing

Skill Based Routing

Preferred Agent / Sticky Agent Routing

Inbound Routing Strategies


Estimated Wait Time (EWT) & Queue Position Announcement

VQ Pass (Virtual Queuing)

Call Queuing / Queue Management

Call Hold & Retrieve

In-Queue Call Treatment


Inbound Voice Capabilities


Parallel Predictive Dialing

Preview Dialing

Progressive Dialing

Predictive Dialing

Fixed Pacing Dialing

Dialing Modes

Dialer Pacing Ratio

Answering Machine Detection (AMD)

Dial Timeout Configuration

Outbound Campaign Configuration

Lead List Upload & Allocation

Campaign Wise Max Call Attempts

DNC (Do Not Call) List Management

Lead & List Management

Voice Blast Campaign

Specialized Outbound Campaigns

Outbound Voice Capabilities


Call Conference

Call Picking

Call Forwarding

Call Transfer - Queue

Call Transfer - Agent(Warm/Cold)

VoiceMail

Core Telephony Actions

Phone Number Masking (Masked Calling)

ACW - After Call Work

Call Whisper

Call Barge

Callback

Warm Transfer to Queue/ Agent (Confer)

Wrap Up Time

Manual Call

Call & Task Management

Call Handling Capabilities

Masked Privileges: User Function Masking

User Management

System and User Management

Unified Agent Desktop

User Login & Single Sign-On (SSO)

Agent Productivity

Pause/Resume Call

Disposition

WebRtc Troubleshooter

Workbench

Agent Status Management

Hot Keys

Canned Responses

Knowledge Base

Productivity Tools

Agent Desktop / Console


Queue Monitoring

Dashboard

Agent Monitoring

Dashboard & Stats

Live Dashboards & Wallboards

Live Agent Coaching (Whisper & Barge)

Monitoring & Coaching

Monitoring & Analytics

Routing Rules

Event Based Rule

Timer-based Rules Configuration

Routing Rule for Offline Chat

Routing Rules for Missed chat

Routing & Rules

Ticketing & Asynchronous Channels

Email

Chat

Google Play Store

Youtube

Instagram (Posts & Comments)

Social Media (Public Engagement)

Google Business Messages

Whatsapp

Instagram DM

Twitter DM

FB Messenger

Messaging (Private Conversations)

Digital Channels

Configure and Initiate LiveChat

Admin

Supervisor

Agent

For the end-users

Live Chat

About CoBrowsing

User Roles in CoBrowsing

Types of CoBrowsing

Admin Persona

Admin Ally Persona

Supervisor Persona

Agent Persona

CoBrowsing

WhatsApp Campaign

Campaigns 

Customer Experience

Customer Records Management

Customers / Lead Filtration

Customer Data Management

Customer Management

Key Entities

Process Management

Campaign Types

Call Routing

Core Platform

Platform and Foundational Features

CQA Preview

Announcements

Campaign

Rule Engine

Fusion

SSO (Single Sign On)

Voice Admin