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’. Both administrator and supervisor can mask the end call privilege on the Users tab. It is done by selecting “End Call Allowed” while creating a new user or editing an existing one. 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.
