Pick Call App
Use visual queue selection to answer high-priority calls instantly
What is this App?
The Pick Call App is a side-panel widget that visualizes the voice queue. Instead of blindly waiting for the next call, agents and supervisors can see exactly who is waiting.
It displays a list of ringing calls with key details:
- Customer: Name or Phone Number.
- Queue: The Campaign or Queue name the caller is in.
- Duration: How long the customer has been waiting.
- Priority: The priority level assigned to the call.
Why Use This App?
Standard ACD (Automatic Call Distribution) routes calls based on "First-In, First-Out." However, business needs often require flexibility. This app solves:
- VIP Handling: Identify high-value clients in the queue and answer them immediately, regardless of their wait time.
- Urgency Management: Allow supervisors to "cherry-pick" critical cases that need immediate resolution.
- Queue Visibility: Gives agents context on the queue load before they even take a call.
Who is this App for?
This app is for Agent and Supervisor user role.
Impact & Key Benefits
- For Agents: Empowerment to manage their workflow and assist specific customers they may have a prior relationship with.
- For Supervisors: Ability to intervene and clear bottlenecks by picking difficult or long-waiting calls manually.
- For Business: Improved SLA for high-priority customers by bypassing standard routing rules.
Prerequisites
Before installing, please ensure you meet the following requirements:
- Access to the Ameyo contact center system and IT administrator role.
- The Ameyo App Installer (App Manager in Admin panel) must be set up and configured first. See App ManagerApp Manager documentation.
Note: This app is only for Executive (agent) user role and Not for Professional (agent) user role.
Summary
The Pick Call App transforms queue management from passive to active. By allowing agents and supervisors to visualize wait times and priorities, it enables "cherry-picking" strategies that ensure VIPs and critical issues are addressed instantly, bypassing standard routing delays.
