 The Manage Contacts screen is a critical tool for the Supervisor , enabling the end-to-end management, viewing, and filtering of individual customer records (contacts) within a specific lead.  This screen provides the interface for Supervisors to perform data hygiene operations and analyze contact status before and during a campaign.

Manage Contacts

 The Manage Lead functionality allows the Supervisor to perform end-to-end management of contact lists (Leads) at the Process level and tailor them for use within specific campaigns.  This process includes creating, editing, and deleting leads, viewing lead performance summaries, and configuring dialing rules like time windows and prioritization \[Source User Provided Details].

Lead & Dialing Configuration

 Lead Management is the core function for administering customer contact lists within the platform, enabling fine-grained control over customer data, dialing prioritization, and campaign routing logic across voice and interaction campaigns.  This feature is primarily managed at the Process-level by the Supervisor , allowing for the creation, modification, and upload of contact lists (Leads) that are then shared among multiple campaigns within that specific Process.

Lead Management

 For Supervisors and Group Managers, the Call Details tab is a critical quality assurance and performance monitoring tool located within the Manage menu of a Voice Campaign.  It provides a complete history and management console for the agents and groups under their supervision.

Call Details

Manual Call

Supervisor / Group Manager Features

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Omni Contact Center

Ameyo Platform 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


Inbound Voice Capabilities


Parallel Predictive Dialing

Preview Dialing

Progressive Dialing

Predictive Dialing

Fixed Pacing Dialing

Dialing Modes

Dialer Pacing Ratio

Answering Machine Detection (AMD)

Dial Timeout Configuration

Outbound Campaign Configuration

Lead List Upload & Allocation

Campaign Wise Max Call Attempts

DNC (Do Not Call) List Management

Lead & List Management

Voice Blast Campaign

Specialized Outbound Campaigns

Outbound 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

Call & Task Management

Call Handling Capabilities

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

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

Ticketing & Asynchronous Channels

Email

Chat

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

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WhatsApp Campaign

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Customer Records Management

Customers / Lead Filtration

Customer Data Management

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Key Entities

Process Management

Campaign Types

Call Routing

Core Platform

Platform and Foundational Features

CQA Preview

Announcements

Campaign

Rule Engine

Fusion

SSO (Single Sign On)

Voice Admin