 The reporting suite offers a comprehensive set of analytical tools that help supervisors, admins, and business leaders measure contact center performance, agent productivity, and customer experience.  These reports enable data-driven decision-making , SLA monitoring , and operational optimization across inbound and outbound communication flows.

Voice Reports

Introduction

Voice

ACD Abandon Call Detail Report

ACD Abandon Call Summary Report

ACD Call Details

ACD Call Interval Summary Report

ACD Call Summary Report

Agent Productivity Interval Summary Report

Agent Productivity Summary Report

Agent Session Details Report

Call Details Report

Call Distribution Interval Summary Report

Call Distribution Report

Call History Report

Lead Penetration Report

Queue Performance Report

Conference Report

Supervisor, Group Manager, and QA Productivity Summary Report

Calls Quality Report

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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

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

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

Chat Reports

Chat

Ticketing Reports

Tickets

CRM Reports

Group Manager Reports

Group Manager

WFM Reports

Contact Center Reporting

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