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 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 with permission to view agent monitoring data the ameyo app installer (app manager in admin panel) must be set up and configured first this app is used to upload and manage the custom apps such as agent self monitoring app see docid 9neb8hyrrdfsyqzbz7ngg documentation 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 installation and setup download the app from the link given above (file format aaex) upload the app in the ameyo admin panel follow the steps given below log in as an administrator navigate to app manager (app configuration in system tab) upload the aaex file downloaded from the link given above wait for upload completion and then configure the slot mapping as follows role agent, slot/location workbench sidebar role supervisor (logged in workbench), slot/location workbench sidebar select the processes in which you want to enable this app (app visibility) and install the app verify installation log in as a agent, supervisor (workbench) and check if the app is available under their defined slots/location on their respective interface usage instructions open the app log in as an agent or supervisor locate the pick call icon in the right side panel (workbench sidebar) view queue the app will display a real time list of all calls currently ringing in the queues you are assigned to search & filter use the search bar to find a specific customer number or filter by specific queues (campaigns) pick a call click the box icon next to the specific customer you want to talk to the call will immediately connect to your extension support and troubleshooting validate slot mappings match your ameyo version and roles check user privileges and role assignments for app access for issues with real time data or display, check service status and review logs contact ameyo support with detailed error descriptions if problem persis