Agent Toolbar (CRM-Integrated Mode)

feature highlights & product updatesthe agent toolbar feature provides an alternate method for agents to login and access the core functions of the ameyo system, integrating them directly into a third party customer relationship management (crm) application in this mode, the crm serves as the primary agent workspace, eliminating the need for the agent to use the native ameyo console (unified agent desktop, or uad) \[user context] this approach allows for a unified desktop experience by embedding essential contact center controls directly within the crm interface this solution enables an agent to log in and conduct their work entirely through their configured crm interface benefits unified agent experience by embedding core telephony functions directly into the crm, agents eliminate the need to switch between multiple applications (uad and crm), promoting a single, consistent desktop environment enhanced data integrity and governance the capacity to restrict disposition to the crm ensures post call activities, such as note taking and customer status updates, are rigorously performed within the designated system of record streamlined workflow the availability of one level disposition significantly simplifies the call wrap up process for the agent granular security control administrators maintain precise control over the agent's interaction tools by enabling restrictions on core actions, including initiating call transfers, conferences, and manual dialing flexible integration the solution supports seamless integration with a wide array of existing third party crms using a generic connector with an sdk, or via standard pre built connectors use cases crm mandated workspaces this mode is essential for contact centers where adherence to the crm ( zoho, zendesk, salesforce, microsoft dynamics, freshsales, freshdesk ) as the primary workspace is a strict operational requirement enforcing compliance workflows employed in environments necessitating compulsory adherence to after call work policies, leveraging the crm's native workflow to guarantee data accuracy and compliance during call disposition simplified call handling ideal for teams that require a focused, distraction free environment, delivering core call controls directly to the agent's primary application (the crm) as an alternative to the full uad experience in house crm cti integrating core contact center functions into a proprietary or generic web based crm using the provided sdk/apis optimized sales/support dialing utilizing the click to dial , dispose etc functions directly from a customer or lead list in the crm prerequisites type of integration prerequisites & configuration standard connectors crm integration activation established crms (zoho, zendesk, salesforce, etc ) must be authorized and enabled for integration user mapping user ids must be consistent between ameyo and the crm for single sign on (sso) generic web toolbar (sdk/api) licensing & professional services a licensable feature requiring configuration by professional services technical requirements the third party crm must be web based, support an iframe for embedding, and include a container with the id ameyoiframediv user mapping user ids must be consistent between ameyo and the crm for single sign on (sso) authentication endpoint for crm backed sso, the crm must expose a post /login logout endpoint to handle session commands supervisor access (4 13 31+) starting from version 4 13 31, supervisors can log in to the agent toolbar to perform basic call operations (make/receive calls, transfer, etc ) this allows supervisors in crm integrated environments to use the same toolbar for occasional call handling without switching to the full supervisor console transfer enhancements (4 13 38+) starting from version 4 13 38, the transfer dropdowns (transfer to queue, transfer to campaign) in the toolbar show live counts of available agents and agents currently on call in each target, helping the transferring agent or supervisor pick the best destination inactivity based auto logout (4 13 40+) starting from version 4 13 40, an inactivity based auto logout can be configured for toolbar sessions if the agent does not interact with the toolbar for a configured period, the session is terminated automatically, freeing up the license seat and improving security cache and version management auto cache invalidation (4 13 43+) toolbar assets cached in the browser are automatically invalidated when the platform is upgraded, eliminating the need for agents to manually clear their cache after a 4 x upgrade automatic version updates on rpm install (4 13 44+) when a new platform rpm is installed, the toolbar version is updated automatically additionally, a server side version check runs on login to ensure the agent is always using the latest compatible toolbar build feature highlights & product updates (4 13 56+) agent self monitoring stats an enhanced agent self monitoring stats view is now available on the toolbar, giving agents visibility into their own performance metrics and call activity scope per agent level performance and activity stats availability delivered by default for all 4x setup environments data refresh time 5 minutes note backend stats data refreshes every 5 minutes after performing any activity (calls, breaks, status changes), wait at least 5 minutes before validating updated values on the toolbar agent self monitoring stats stats are divided into two sections total time and avg time total time stat definition total login duration total time the agent has been logged in total offered calls total number of calls, including connected and non connected calls connected calls total number of connected calls total talk time total talk time excluding hold time total acw duration total wrap (after call work) time of connected calls total hold duration total hold time of connected calls total handling time sum of total talk time, total acw duration, and total hold duration total ready duration duration after the agent has logged in and marked themselves as available to take calls total ringing time ringing time of connected and non connected calls total auto dialer calls shows connected calls / offered calls done via auto dialing offered calls include connected and non connected calls done via auto dialing total callbacks shows connected calls / offered calls done via callback offered calls include connected and non connected calls done via callback total inbound calls shows connected calls / offered calls done via inbound dialing offered calls include connected and non connected calls done via inbound dialing total manual calls shows connected calls / offered calls done via manual dialing offered calls include connected and non connected calls done via manual dialing total transfer calls shows connected calls / offered calls done via transfer offered calls include connected and non connected calls done via transfer total auto on duration duration of auto call on after login total auto off duration duration of auto call off after login break count total number of breaks taken total break duration total duration of all breaks taken break duration bifurcation split view of time spent across different break types (e g , lunch, tea break, training) avg time stat definition formula average talk time average of total talk time total talk time / number of connected calls average acw duration average of total acw duration total acw duration / number of connected calls average ringing time average of total ringing time total ringing time / number of offered calls average handling time average of total handling time total handling time / number of connected calls average hold duration average of total hold duration total hold duration / number of connected calls call context on incoming calls (multi campaign agents) the toolbar now displays campaign name , queue name , and did on the incoming call card, so agents logged into multiple campaigns can identify call context before answering fields appear in the ringing state, before the agent answers for outbound and auto dial calls, campaign and did are shown; queue is left empty all three fields are cleared once the call is dispositioned/ended agent availability during transfer/confer when transferring or conferring a call from the toolbar, agents can now see whether the target agent is available or on another call—matching the existing behavior in the app available agents are marked green ; busy/unavailable agents are marked red campaign filter and user/queue selection during transfer or confer now work the same way as in the app secure recording access recording access from the crm is now available via the secure recording access flow, controlled by the securerecordingaccessenabled flag (default off) flag off no change — recordings continue to load as an inline audio widget, same as before flag on recordings are served through a login authenticated, short lived access flow instead of the previous unauthenticated download api the crm shows a recording link in place of the audio widget currently validated for salesforce , zoho , and zendesk not yet enabled for freshdesk , pending additional rate limiting work other fixes in this release dtmf recognition fixed dtmf input not being recognized on the toolbar when using single session webrtc freshdesk connectivity fixed toolbar webrtc/websocket connectivity issues inside the freshdesk embedded app by adding local network access to the toolbar iframe's allow attribute error notifications removed a false "internal server error" notification that appeared on preview dial calls even when the call connected successfully queue stacking fixed calls getting stuck in the queue when the browser's localstorage was full version history version enhancement release notes 4 13 31 supervisors can log in to toolbar for basic calls contact center patch release notes version 4 13 31 docid\ tdfm9vyqnaqt dshqf8dv 4 13 38 transfer dropdowns show live available/on call agent counts contact center patch release notes version 4 13 38 docid\ pkcoa9s 8fugrj3c5jiv4 4 13 40 inactivity based auto logout for toolbars contact center patch release notes version 4 13 40 docid\ cqzkwi8bin 4vs1ylgfbt 4 13 43 auto cache invalidation on 4 x upgrades contact center patch release notes version 4 13 43 docid\ q8gz 6mmizwmawdhh2pzt 4 13 44 automatic version updates on rpm install; server side version check on login contact center patch release notes version 4 13 44 docid\ ljv5xprpia3qyws8anpvr