Agent Guide
Agent Account Menu
To access the Agent Menu, click on the Agent name icon at the top-right of the screen. Last Login Date-Time It shows the last login date and time of the agent.
Set Agent Availability
Once the agent is logged into Ameyo System, the agent needs to ensure that WebRTC status indicator turns “Green" (WebRTC is registered) after a few seconds. If the WebRTC status indicator remains “Red” then it shows that WebRTC is not registered, and the agent will not be able to make or receive calls.
Agent Console
After logging in, the agent can access its console. The Console allows the agent to view real-time information of the tickets assigned to him/her.
Enable Single Session WebRTC
To ensure seamless call connectivity and stable audio during your shift, your contact center utilizes the Single Session WebRTC Mode . Because your Exotel Agent toolbar is embedded within your CRM, your web browser requires you to take a few brief steps to allow audio (like your incoming ringtone) to play correctly.
Login at Ameyo
The Agent has an access to web based interface with telephony controls through which the agent can make or receive calls. When the agent receives a call, a CTI pop-up will appear containing the information of customers.
Manage Customers
Customer Tab in the Agent Interface shows the list of customers. It allows the agent to manage the customer's information and access them.
Manage Customer Communications
The agent can manage following types of communications with the customers. Click the links to know more about them.
Logout from Ameyo
The agents are supposed to logout from the Ameyo application once their respected shift is completed. Agents need to click on their name (top right corner) to access a menu.