 Queue Management is a core feature that allows administrators and supervisors to create, configure, and oversee groups of agents called Queues within a campaign.  The primary purpose of a queue is to serve as a staging and routing mechanism , ensuring incoming communications (calls, chats, or tickets) are distributed efficiently to the most appropriate and available agents.

Queue Management

 Blacklisting is a feature that allows administrators and supervisors to restrict incoming calls from specific customers.  The primary purpose of this functionality is to manage customers who misuse or abuse organizational users, or those who call repeatedly , which can hinder the working efficiency of users .

Blacklisting

 Skill-based routing (SBR) is a core component of the Automatic Call Distributor (ACD) system.  It is designed to filter and direct incoming inquiries to the call center agents possessing the most applicable skill sets .

Skill Management

Ameyo Platform Documentation

Inbound features

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Omni Contact Center

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)

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

Masked Privileges: User Function Masking

User & Role Management

User Management

VoiceLogs / VLA

Prompts Management

Disposition Plan, Codes & Class

Holiday/Office Timings

Callback Management

Customer Provider types

Fetch Order Policy

Advanced Campaign Configuration

Campaign Settings

ACW - After call Work

Customer Distribution Rules

Reporting & Analytics

Call Recording

System-wide Call Recording

Quality Scoring/ QA Parameters

Mapping Policies

Report Scheduling & Exporting

Admin Config & Features

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


Queue Monitoring

Dashboard

Agent Monitoring

Dashboard & Stats

Live Dashboards & Wallboards

Live Agent Coaching (Whisper & Barge)

Monitoring & Coaching

Monitoring & Analytics

Routing Rules

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

For the end-users

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

Customer Records Management

Customers / Lead Filtration

Customer Data Management

Customer Management

Key Entities

Process Management

Campaign Types

Call Routing

Core Platform

Platform and Foundational Features

CQA Preview

Announcements

Campaign

Rule Engine

Fusion

SSO (Single Sign On)

Voice Admin