--- title: Manage Tab Introduction slug: contact-center/manage-tab-introduction docTags: createdAt: 2025-11-13T09:28:44.978Z --- 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. ::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/u0ftboLJ_z8CS2sMhlagi-20260729-053958.png" size="92" width="1366" height="594" position="center" caption="Figure: Manage Inbound Campaign" showCaption="true"} **It contains the following tabs:** | Section | Description | | ------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | | [Call Details](docId\:gZWDhho3B2XSQ34iL4Z_3) | Here, the Supervisor can view the call details/history of calls happened in the selected inbound campaign basis mutiple search filters. | | [VoiceMail](docId\:yuOU_B7DjfwIGpZ2ZyJci) | The Supervisor can access the Voice Mails left by the customers when the customer was not attended because of any reason | | [Queue Management](docId:--NIpdWvJ_ZGM5kOIcUzh) | Create and configure queues for inbound and outbound routing.
Organize agents into logical teams for supervision and reporting. | | [User & Role Management](docId\:fENOerVqFy-dgqkLKKYvG) | Add, modify, and manage agent in campaigns | | [Lead Management](docId\:X9xIyfJCGl3dL8Ts8ZJ_7) | | | [Callback Management](docId\:wKlZMVfqPX7VjtVgJbh58) | The supervisor can add and manage the callbacks | | [Prompts Management](docId\:kxjso2DV-58DNfitmXXPr) | The supervisor can manage the prompts that are played on the IVR | | [Holiday/Office Timings](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. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/u5PSyMpU3UXKV5osCWhH--20260729-055904.png "Figure: Manage Outbound Campaign") **It contains the following tabs:** | Section | Description | | ------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | | [Call Details](docId\:gZWDhho3B2XSQ34iL4Z_3) | Here, the Supervisor can view the call details/history of calls happened in the selected inbound campaign basis mutiple search filters. | | [User & Role Management](docId\:fENOerVqFy-dgqkLKKYvG) | Add, modify, and manage agent in campaigns | | [Lead Management](docId\:X9xIyfJCGl3dL8Ts8ZJ_7)**** | | | [Callback Management](docId\:wKlZMVfqPX7VjtVgJbh58) | The supervisor can add and manage the callbacks. | | [Prompts Management](docId\:kxjso2DV-58DNfitmXXPr) | The supervisor can manage the prompts that are played on the IVR | | [Dialer Settings](docId\:JzxXHO8xxcNtmKFTmOJ_J) | | | [Holiday/Office Timings](docId\:Yr4gdLENEP9d_o4O7fvmH) | The supervisor can manage the Holiday Configuration and Office Hour Configuration. | *** **Manage Call Details** 1. Click **Manage → Users**. 2. Select **Add User** to create a new agent or supervisor. 3. Enter user details such as Name, Email, Role, and Assigned Queue. 4. 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. :::hint{type="info"} 🆕 *From ECC v6.x onward*, users can be managed via **User Management API** for bulk updates and SSO synchronization. ::: ## Manage Queues 1. Go to **Manage → Queues**. 2. Click **Create Queue** to define a new service or campaign queue. 3. Assign agents, define maximum waiting time, and configure routing (Skill-based, FIFO, LWA). 4. 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 1. Select **Manage → Roles & Permissions**. 2. Click **Add Role** to define new access profiles. 3. Choose feature access such as **Reports**, **Call Logs**, **Agent Monitoring**, or **Flow Designer**. 4. 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 1. Navigate to **Manage → Teams / Groups**. 2. Click **Add Group** and specify a name and description. 3. Assign users and queues to each group. 4. 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**