 This feature informs callers who are waiting in a queue about their estimated wait time (EWT) and/or their position in the queue.  Providing this information manages customer expectations and can reduce the frustration associated with holding.

Estimated Wait Time (EWT) & Queue Position Announcement

 Virtual Queue Management (VQM) allows customers waiting in a call queue to opt out of waiting on the line while retaining their position in the queue.  Instead of holding, the customer is placed in a "virtual queue" and can request a callback during the estimated waiting time.

VQ Pass (Virtual Queuing)

 A Call Queue is a virtual waiting line where inbound callers are placed when all agents are busy.  Queue Management is the set of tools used to create and configure these queues to manage call volume and ensure calls are answered in an orderly fashion.

Call Queuing / Queue Management

 Call Hold and Retrieve is a fundamental telephony function that allows an agent to put a live call on hold, temporarily suspending the conversation without disconnection.  The agent can then perform other tasks before retrieving the call to resume the conversation.

Call Hold & Retrieve

 Interactive Voice Response (IVR) is an automated system that allows customers to interact with a contact center using their telephone keypad (DTMF tones).  A Local IVR is a specific type of IVR that runs within a campaign, often used for processes like customer verification or collecting feedback post-call.

Local IVR

Preferred Agent / Sticky Agent Routing

In-Queue Call Treatment


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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

Inbound Routing Strategies


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

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