 The Unified Agent Desktop is the agent's primary interface, also referred to as the Agent Console.  It provides a single, consolidated workspace for handling all customer interactions across every channel (voice, email, chat, social media).

Unified Agent Desktop

 The Login Page provides the gateway to the platform's web-based interface, offering privileges to manage a single tenant, its campaigns, users, and call managers.  The page supports standard credential-based login as well as enhanced security and convenience features like Single Sign-On (SSO) via SAML and Google integration.

User Login & Single Sign-On (SSO)

 The Agent Self-Monitoring App is a custom platform designed to display an agent's individual productivity and session data related to login duration, calls handled, and time spent on various breaks.  It provides agents with a consolidated, system-level view of their performance for self-assessment.

Agent Productivity

 The Pause/Resume Recording feature allows an agent to temporarily stop and then restart the recording of a live call and/or their screen.  This functionality is critical for protecting sensitive customer information, such as credit card details, and is a key component of PCI-DSS compliance.

Pause/Resume Call

 Call Disposition is a mandatory feature that ensures agents classify the outcome of every customer interaction (call, chat, or email).  It operates on a two-level hierarchy ( Disposition Class and Disposition Code ) to provide structured data for operational reporting, process analysis, and quality assurance.

Disposition

 Manual Call is a feature that allows agents to place an outbound call by manually dialing a phone number that is not part of an automated campaign lead list.  This is essential for one-off calls, follow-ups, or calling numbers provided by a customer during an interaction.

Manual Call

 The WebRTC Troubleshooter is an agent-facing diagnostic tool designed to help users monitor and troubleshoot their softphone connectivity and performance.  It provides immediate access to connection status and detailed network statistics to quickly identify voice issues without requiring administrative assistance for initial diagnosis.

WebRtc Troubleshooter

User & Role Management

Workbench

Our knowledgeable support team and an awesome community will get you an answer in a flash.

Omni Contact Center

Ameyo Platform Documentation

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

Reporting & Analytics

Call Recording

System-wide Call Recording

Quality Scoring/ QA Parameters

Quality & Performance Management

Report Scheduling & Exporting

Mapping Policies

System and User Management

Agent Status Management

Hot Keys

Canned Responses

Knowledge Base

Productivity Tools

Agent Desktop / Console


Dashboard

Agent Monitoring

Dashboard & Stats

Live Dashboards & Wallboards

Live Agent Coaching (Whisper & Barge)

Monitoring & Coaching

Monitoring & Analytics

Routing Rule

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

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

Third Party CRM Integration

CRM Integration and Customization

Contact Management (Leads)

Customer Data Management

Customer Relationship Management (CRM)

Key Entities

Process Management

Campaign Types

Call Routing

Core Platform

Platform and Foundational Features

CQA Preview

Announcements

ECC Patch Release 4.13.38 Document

ECC Patch Release 4.13.38 Document (cloned with children)

4.13 Release Notes

Release Notes

Campaign

Ticketing

Rule Engine

Fusion

SSO (Single Sign On)

Voice Admin