Workbench
Unified Agent Desktop
The Unified Agent Desktop is the agent's primary interface, also referred to as the Agent Console. It provides a single, consolidated workspace for handling all customer interactions across every channel (voice, email, chat, social media).
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].
Call Details
The Call Details feature is located in the Agent Console and serves as the agent's personal hub for managing upcoming customer Callbacks and reviewing their Call History (past interactions). This feature helps agents maintain an organized workflow and ensures no follow-up is missed.
User Login & Single Sign-On (SSO)
The Login Page provides the gateway to the platform's web-based interface, offering privileges to manage a single tenant, its campaigns, users, and call managers. The page supports standard credential-based login as well as enhanced security and convenience features like Single Sign-On (SSO) via SAML and Google integration.
Agent Productivity
The Agent Self-Monitoring App is a custom platform designed to display an agent's individual productivity and session data related to login duration, calls handled, and time spent on various breaks. It provides agents with a consolidated, system-level view of their performance for self-assessment.
Pause/Resume Call
The Pause/Resume Recording feature allows an agent to temporarily stop and then restart the recording of a live call and/or their screen. This functionality is critical for protecting sensitive customer information, such as credit card details, and is a key component of PCI-DSS compliance.
Disposition
Call Disposition is a mandatory feature that ensures agents classify the outcome of every customer interaction (call, chat, or email). It operates on a two-level hierarchy ( Disposition Class and Disposition Code ) to provide structured data for operational reporting, process analysis, and quality assurance.
Manual Call
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.
WebRtc Troubleshooter
The WebRTC Troubleshooter is an agent-facing diagnostic tool designed to help users monitor and troubleshoot their softphone connectivity and performance. It provides immediate access to connection status and detailed network statistics to quickly identify voice issues without requiring administrative assistance for initial diagnosis.