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Omni Contact Center

Contact Center Documentation

Queue Management

Blacklisting

Skill Management

Inbound features

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


Dialing Modes

Outbound Campaign Configuration

Lead & List Management

Specialized Outbound Campaigns

Outbound Voice Capabilities


Inbound 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

Manage Contacts

Lead & Dialing Configuration

Lead Management

Call Details

Supervisor / Group Manager Features

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

Agent Toolbar (CRM-Integrated Mode)

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 Monitoring

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

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

Third party CRM Integration with CC

URL-Based CRM Integration with Ameyo

Generic Toolbar Integration

Freshdesk CRM App creation and Installation Guide

FreshDesk Toolbar Integration with Ameyo

Microsoft Dynamics CRM App Creation and Installation

Microsoft Dynamics CRM Toolbar Integration with Ameyo

Salesforce CRM Configuration Guide

Salesforce Integration via CRM Integration App

Salesforce Lightning CRM Integration with Ameyo

Zoho CRM Widget App Creation and Installation Guide

Zoho CRM Toolbar Integration with Ameyo

Zoho Desk  App Creation and Installation Guide

Zoho Desk Toolbar Integration with Ameyo

Zendesk App Installation Guide

Zendesk Toolbar Integration with Ameyo

CRM  Integration

Introduction

Voice Reports

Voice

Chat Reports

Chat

Ticketing Reports

Tickets

CRM Reports

Group Manager Reports

Group Manager

Contact Center Reporting

Omni CC FUP| Chat and Ticketing | M1

Fair Usage Policy Details 

Understanding Business Continuity Plan (BCP)

High Availability & Disaster Recovery

Business Continuity plans

Contact Center Product Release Lifecycle & Support Periods

CC Product Release Support Periods

Administrator Login

Administrator Console

System Tab

User and Group Configuration

Process Configuration

Campaign Configuration

Administrator Guide

Supervisor Login

Supervisor Console

Supervisor Account Menu

Supervisor Logout from Ameyo

Process Settings

Monitor

Supervisor Guide

User Guides

Key Entities

Process Management

Campaign Types

Call Routing

Core Platform

Platform and Foundational Features

CQA Preview

Announcements

Introduction to Contact Center Release notes

Contact Center - Patch Release Notes 6.8.4

Contact Center - Patch Release Notes 6.8.3

Contact Center - Patch Release Notes 6.8.2

Contact Center - Patch Release Notes 6.8.1

Contact Center - Patch Release Notes 6.8.0

6.8 Release Notes

Contact Center - Patch Release Notes - Version 4.13.41

Contact Center - Patch Release Notes - Version 4.13.40

Contact Center - Patch Release Notes - Version 4.13.39

Contact Center - Patch Release Notes - Version 4.13.38

4.13 Release Notes

Release Notes