Manage Tab Introduction

the manage tab in the exotel–ameyo admin console enables administrators and supervisors to efficiently manage users, queues, workflows, and associated configurations from a single interface it serves as the control hub for daily operations—allowing you to add, edit, or deactivate users, organize agent groups (queues), and define access roles and privileges to ensure streamlined contact center management interface overview the manage tab is organized into key sub sections left navigation section this is a fixed sidebar on the left that allows you to navigate through various processes and campaigns if the sidebar is hidden, click the menu icon to reveal it when it’s visible, click the "x" to close it within this panel, you can choose any of the assigned processes and campaigns tabs tabs appear in the top right corner, allowing you to switch between the different selected campaigns manage inbound campaign manage inbound campaign supervisor can manage the inbound campaigns in which it has been assigned it contains the following tabs section description docid\ gzwdhho3b2xsq34il4z 3 here, the supervisor can view the call details/history of calls happened in the selected inbound campaign basis mutiple search filters docid\ yuou b7djfwigpz2zyjci the supervisor can access the voice mails left by the customers when the customer was not attended because of any reason docid nipdwvj zgm5koicuzh create and configure queues for inbound and outbound routing organize agents into logical teams for supervision and reporting docid\ fenoervqfy dgqklkkyvg add, modify, and manage agent in campaigns docid\ x9xiyfjcgl3dl8ts8zj 7 docid\ wklzmvfqpx7vjtvgjbh58 the supervisor can add and manage the callbacks docid\ kxjso2dv 58dnfitmxxpr the supervisor can manage the prompts that are played on the ivr docid\ yr4gdlenep9d o4o7fvmh the supervisor can manage the holiday configuration and office hour configuration manage onbound campaign supervisor can manage the outbound campaigns in which it has been assigned it contains the following tabs section description docid\ gzwdhho3b2xsq34il4z 3 here, the supervisor can view the call details/history of calls happened in the selected inbound campaign basis mutiple search filters docid\ fenoervqfy dgqklkkyvg add, modify, and manage agent in campaigns docid\ x9xiyfjcgl3dl8ts8zj 7 docid\ wklzmvfqpx7vjtvgjbh58 the supervisor can add and manage the callbacks docid\ kxjso2dv 58dnfitmxxpr the supervisor can manage the prompts that are played on the ivr docid\ jzxxho8xxcntmkftmoj j docid\ yr4gdlenep9d o4o7fvmh the supervisor can manage the holiday configuration and office hour configuration manage call details click manage → users select add user to create a new agent or supervisor enter user details such as name, email, role, and assigned queue click save additional actions edit user information using the edit icon deactivate or delete users if no longer required reset passwords or regenerate login credentials as needed 🆕 from ecc v6 x onward , users can be managed via user management api for bulk updates and sso synchronization manage queues go to manage → queues click create queue to define a new service or campaign queue assign agents, define maximum waiting time, and configure routing (skill based, fifo, lwa) map queue to the appropriate flow or ivr node key parameters queue type inbound / outbound routing strategy fifo, skill based, or longest wait agent estimated wait time enable to announce ewt to callers (xpro, xtrm only) callback option allow customers to request a callback manage roles and permissions select manage → roles & permissions click add role to define new access profiles choose feature access such as reports , call logs , agent monitoring , or flow designer assign the role to desired users or teams default roles admin full access including configurations supervisor real time monitoring, agent assignment agent limited to assigned campaigns and queues manage teams and groups navigate to manage → teams / groups click add group and specify a name and description assign users and queues to each group use hierarchical monitoring to allow supervisors to manage sub teams independently tip hierarchical supervision enhances accountability and simplifies escalations within large contact centers validation / troubleshooting issue possible cause resolution user unable to log in incorrect role or inactive status verify user activation and role assignment under manage → users queue not visible in agent login queue not mapped to flow go to call flow designer and link queue access denied error role permissions misconfigured review roles & permissions settings best practices / notes regularly audit user roles and permissions for compliance use user management api for large scale updates in ecc environments leverage skill based routing and estimated wait time to improve customer experience supervisors should monitor real time queue load using the monitor tab for operational efficiency feature availability capability xprime xpro xtrm user / queue management ✔ ✔ ✔ role based access control ✘ ✔ ✔ hierarchical monitoring ✘ ✔ ✔ api based user management ✘ ✔ (add on) ✔ ✅ applies to xprime, xpro, xtrm