 Call Masking is a feature designed to enhance privacy and regulatory compliance by making customer phone numbers confidential.  It allows the Administrator to hide customer phone numbers from agents and other users across the system interface, reports, and backend databases.

Phone Number Masking (Masked Calling)

 Wrap Up Time, also known as After Call Work (ACW), is a configurable period of time that an agent is given after concluding an interaction (like a call or chat) before they are made available to take a new one.  This time is dedicated to post-interaction tasks.

ACW - After Call Work

 Call Whispering, or whisper coaching, is a feature that allows a supervisor to speak directly to an agent during a live call without the customer hearing.  This tool is invaluable for providing real-time guidance, feedback, and support to agents while they are actively engaged with a customer.

Call Whisper

 Call Barging is a real-time monitoring feature that allows a supervisor to enter a live call between an agent and a customer and speak with both parties.  It is typically used for on-the-spot assistance, de-escalation, or to close a sale.

Call Barge

 The Callback feature allows agents to schedule a call to a customer for a later time or date.  This is a critical tool for managing leads and for accommodating customers, whether the need for a callback arises from an inbound or outbound interaction.

Callback

 Warm Transfer is a call control function that allows a primary agent to transfer a customer's call to another agent or supervisor after giving the recipient background information about the caller.  This feature is designed to ensure a seamless handover and improve the customer experience by preventing the caller from having to repeat their issue.

Warm Transfer to Queue/ Agent (Confer)

Wrap Up Time

 Manual Call is a feature that allows agents to place an outbound call by manually dialing a phone number that is not part of an automated campaign lead list.  This is essential for one-off calls, follow-ups, or calling numbers provided by a customer during an interaction.

Manual Call

VoiceMail

Call & Task Management

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Omni Contact Center

Ameyo Platform Documentation

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

Local IVR

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)

Core Telephony Actions

Call Handling Capabilities

Reporting & Analytics

Call Recording

System-wide Call Recording

Quality Scoring/ QA Parameters

Quality & Performance Management

Report Scheduling & Exporting

Mapping Policies

User & Role 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


Dashboard

Agent Monitoring

Dashboard & Stats

Live Dashboards & Wallboards

Live Agent Coaching (Whisper & Barge)

Monitoring & Coaching

Monitoring & Analytics

Routing Rule

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

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

Third Party CRM Integration

CRM Integration and Customization

Contact Management (Leads)

Customer Data Management

Customer Relationship Management (CRM)

Key Entities

Process Management

Campaign Types

Call Routing

Core Platform

Platform and Foundational Features

CQA Preview

Announcements

ECC Patch Release 4.13.38 Document

ECC Patch Release 4.13.38 Document (cloned with children)

4.13 Release Notes

Release Notes

Campaign

Ticketing

Rule Engine

Fusion

SSO (Single Sign On)

Voice Admin