What’s New in Ameyo Voice | February 2022

Voice 4.12 GA

Ameyo Voice is the flagship product of Ameyo. With continued customer feedback from diverse customers across verticals, Ameyo Voice is made better each passing day. As a result, Ameyo Voice features have been enhanced and updated to deliver enhanced customer services. We now incorporate the following updates.

Feature Updates for Voice

1. SIP Registration Status on User Interface

To frequent provisioning and de-provisioning of the SIP trunk scenarios, Ameyo has come up with an enhancement where users can view SIP trunk status on their user interface. For example, to use the SIP Trunks provided by telcos, the call server of a business must register to the telco SIP server. If a SIP trunk gets unregistered, the user would be able to see that status and take appropriate action to restore the registration.

The registration status is available for:

  1. Existing Trunks: already existing trunks 
  2. New Trunks: while creating a trunk

2. Auto Call Off – Desktop Notification for Callbacks

In contact centers, Agents have to perform various tasks simultaneously for which they have to toggle between various tabs and they may turn their ‘Auto Call’ off to make sure that they do not receive the next call from the system when they wrap their in-hand tasks. 

However, there can be instances where the auto call for the agent is off, but there is an important callback scheduled for him. The agent should receive a desktop notification that he has a callback planned for him in such scenarios. With this enhancement, a desktop notification will be sent so that the callback is not missed.

3. Enable Agents to Select their Work mode

When most businesses are operating remotely, it is essential to keep a stringent check on agents’ performance and productivity in this pandemic time. However, some businesses are also operative, with half of their workforce working remotely while the rest half is still working from their workplaces or offices. This makes it crucial to track who is working remotely and who is not. To handle this, Ameyo came up with an enhancement capability for agents to select their work mode – Work from Home (WFH) or Work from Office (WFO).

4. Group Hierarchy for Improved Monitoring

With this new enhancement, businesses can introduce a hierarchy in groups as well as group managers. Earlier, a new role was introduced in the system as ‘Group Manager’ who could be assigned to a specific group and perform almost all activities as that of a Supervisor.

This new enhancement will enable logical tracking of child groups under parent groups while ensuring that parent group managers are monitoring child groups’ managers. The parent group manager will be able to perform all supervision activities around Agent Monitoring and Live Monitoring in all child groups as well as the parent group.

5. Group Hierarchy Callback

This latest enhancement in features enable Group Managers to view callbacks and schedule or add callbacks for the following users:

  • Direct users of his Group
  • Users of child groups 
  • Group managers of the child groups

6. End Call Privilege for Agents

Sometimes, businesses encounter scenarios where their agents (usually the new joiners) misuse the capability of “Ending Call” and end customer calls when they shouldn’t. In that case, some contact centers don’t want to give the privilege to their agents with this ‘End Call’ capability to ensure that only the customer disconnects the call for the best customer experience. 

To empower businesses to use this feature in the best possible way, whether using the web app or toolbar, Ameyo has brought in an enhancement called ‘End Call Mask Privilege’. With this in place, businesses can select the user IDs which they want to have this capability, or simply copy the settings to all users in one go. For any other user, the end call feature will be masked on their interface, and they wouldn’t be able to disconnect calls.

7. Warm Transfer Enhancements for Calls

With the new enhancement in the existing feature, Ameyo now enables agents to perform a warm transfer. They can now search for a particular agent and see their availability status and the list of teams the agent is assigned in before transferring to the target agent.

Both agents will now be able to have a short conversation regarding the customer’s issue before the customer is connected. It is even possible to select the team (campaign/ queue) in which the target agent should receive this transferred call if the target agent is a part of multiple teams.

8. Skill-wise EWT

This new enhancement in the feature “Skill-wise EWT” allows contact centers to increase their productivity by identifying the EWT (Estimated wait time) of agents in a particular skill (of a queue). Furthermore, it allows contact centers to assign and unassign agents based on skills. For example, English-speaking agents deal with English-speaking customers. The skill-wise EWT is calculated in the case of both normal and virtual queues.

9. Group Hierarchy for Call Details

With the latest enhancement, The call details can be filtered based on the groups and group manager. The group manager can listen to the voice logs, score the call records, download the Voicelogs, apply filters and search on the users of the child group. Group and immediate group manager’s details are listed for each user on the list. If a user is assigned to multiple groups, all the groups and respective group managers are listed.

10. Group Hierarchy for CRUD

Earlier the Group Manager supervised the activities of a particular set of agents, but there was no one to monitor what the Group Managers were doing. Hence, with this new enhancement in feature, Group Hierarchy has been introduced to keep a check on the performance of Group Managers. The latest update makes it possible to create role hierarchies like L0, L1, L2, L3, and L4 in group manager roles, L4 being the highest on the scale.

Create – While creating a Group, the administrator can assign and unassign Groups and other users. A notification is sent to the Users about the same. 

Read – Once the Group is created, it will list in the My Available Users and Groups list.

Update / Edit – The Administrator can edit the Groups. While editing a Group, the administrator can perform all the actions like create.

Delete – The administrator can delete the groups by clicking on the delete icon on the Groups tab.

11. Holiday and Non Office Hours Handling for Callback Calls

There are cases where the agent schedules a callback call beyond the office hour timing, the callback calls fail, which leads to a high count in the failed callback attempt. However, Holiday/Non-office hours configurations are provided for callback calls to the agents and operations team.

So, Administrators can configure the same at both the system and campaign level. If the configuration is done at both levels, then the campaign-level configuration overrides the system-level configuration. The administrator can perform the following actions: 

  1. Add and edit callback hours 
  2. Add/edit holiday configuration as per the calendar date 
  3. Copy these settings in other campaigns (s) in the same process. 
  4. For both agent and supervisor, when adding a callback, if the agent selects a time that is marked as holiday/non-office hours, then the holiday dates are disabled on the calendar, and an error message is displayed.

Also, if a callback is scheduled and later, the administrator changes the holiday/non-working hours so that the call scheduled time falls under the non-permissible time. The callback is initiated in the next working hour.

Want to get an overview of this month’s releases? Check more on 4.12 updates.

Shambhavi Sinha

Shambhavi Sinha is working as an SEO expert at Ameyo. She also likes to write tech-based stuff. Her aim is to provide knowledge to users by sharing the knowledge about the latest trends about contact centers.