Masked Privileges: User Function Masking

overview masked privileges user function masking is an administrative control feature within the ameyo platform that allows administrators to selectively restrict an agent's access to specific operational tools or privileges this control is essential for maintaining operational integrity , enforcing business processes, and ensuring that agents only have the necessary tools to perform their defined roles it is crucial to note that this functionality applies to the main webapp application and is not applicable for toolbars how it works user function masking is configured by the administrator at either the system level or the campaign level to manage which system capabilities are available to an agent scope privilege example description system set autocall status restricts the user from changing the auto call status that was set by the administrator modify campaign restricts the user from switching to a different campaign after initial login transfer call / confer call / end call allowed disables the user's ability to initiate a call transfer, call conference, or forcibly disconnect the call campaign manual dial prevents the user from manually dialing a customer from within the selected campaign listen to self campaign voice logs prevents the user from playing back voice recordings of calls they handled view cancel preview restricts the user from abandoning the preview screen of customer details during "preview dialing " view disposition of a call hides the disposition options from the dialer interface, often requiring the agent to perform disposition only via the integrated crm prerequisites licensing this is a licensable feature configuration the functionality requires the administrator or voice admin to set up the appropriate configurations at the system and/or campaign backend levels user action for any changes (enabling/disabling privileges) to take effect, the affected user must log out and log back in to the ameyo system benefits operational control it helps maintain operational efficiency by preventing agents from using features that could disrupt the workflow, such as transferring calls prematurely or switching campaigns without authorization process enforcement by restricting actions (like forcing disposition via crm by masking the dialer disposition option), it ensures that crucial post call data is accurately and consistently logged in the designated system role based access it limits the system capabilities exposed to agents, ensuring they only have the tools necessary for their specific job function, especially beneficial for new or specialized agents use cases restricting outbound access in inbound campaigns mask the manual dial privilege for all agents in an inbound only campaign to ensure they cannot use company resources for unauthorized outbound calls managing new agents mask the transfer call and confer call privileges for new or probationary agents to prevent them from misdirecting complex calls until they complete advanced training centralized quality assurance (qa) mask the listen to self campaign voice logs privilege for all agents to enforce a process where all call recording playback and review must be handled centrally by the dedicated quality analyst or supervisor enforcing crm use mask the view disposition of a call privilege in the dialer interface this compels the agent to use the integrated crm system to log the call outcome, guaranteeing data consistency