The following table illustrates the features of the Mobile Agent Toolbar App.
Feature | Description | Android Availability | IOS Availability | Web Toolbar | Release Version |
|---|---|---|---|---|---|
Secure and Easy Login |
The agents can download the app directly from their play/apple store. Every agent has its credentials to login. It helps the agent to work in their respective domain. This feature also helps the supervisor to analyze and monitor the working of each agent. |
Yes |
Yes |
No |
4.81 and above |
Campaign Selection and Default Working |
The agents have the privilege to select multiple campaigns in which they are assigned. After the selection, the agent can select the campaign in which they want to work by default. |
Yes |
Yes |
No |
4.81 and above |
AutoCall Toggle Button |
A toggle button is present in the mobile app, which helps the agents toggle-on or toggle-off the AutoCall. |
Yes |
Yes |
No |
4.81 and above |
Agent's Availability |
The agent has the option to set its availability. The agent can also select Break Reasons when they are not working. |
Yes |
Yes |
No |
4.81 and above |
Floating Widget |
The mobile app contains a floating widget which hovers at the agent's mobile screen all the time. It helps the agent to view the status of their calls while working on their CRM. Enable Floating widget. It blinks on incoming call, shows green outline when on Call. You can collapse and expand and shows WebRTC status when Enabled. |
Yes |
No |
No |
4.81 and above |
Features of Floating Widget |
The following features of the floating widget are available, which helps the agent to work efficiently.
|
Yes |
No |
No |
NA |
Floating Widget : CRM Integration |
3rd party integration CRM icon on floating widget to open the CRM in app or browser (Salesforce, Zoho, Leadsquare). Nodeflow changes by services required. We only provided structure : all dev done by services - Contact Sachin Taneja for the modules/ nodeflows. On a call searching is performed at Nodeflow, and result is snown on the floating widget : 0,1,n cases - icon shown on floating widget to redirect to the corresponding app. |
Yes |
No |
No |
4.81 and above |
Mobile Notification |
A constant mobile notification is also present at the agent's mobile in the top panel of notifications, which helps to remind the agent constantly. As soon as the agent logout from the app, this notification will also end from the top notification panel. |
Yes |
Yes |
No |
4.81 and above |
Calling the customer |
The agent can call the customer. If AutoCall is enabled, then the calls will automatically dialed by the dialer; else the agent can dial manually. |
Yes |
Yes |
No |
4.81 and above |
Customer Creation |
The agent can call the customer. If AutoCall is enabled, the calls will automatically be dialed by the dialer; else, the agent can dial manually. |
Yes |
Yes |
No |
4.81 and above |
CRM |
In the mobile app CRM can be integrated. This CRM can be used to store the information of the customer. |
Yes |
Yes |
No |
4.81 and above |
Calls Handled Stats |
This widget shows the total number of calls handled by the agent in the current session. |
Yes |
Yes |
No |
4.81 and above |
CallBacks Stats |
It shows the total number of callbacks scheduled for the agent. |
Yes |
Yes |
No |
4.81 and above |
Reschedule callbacks |
The agent can reschedule the callbacks that the agent has scheduled. The agent has to provide the reason for rescheduling the callback. |
Yes |
Yes |
No |
4.81 and above |
Delete Callbacks |
The agent can also delete the scheduled callbacks. The agent has to provide the reason for deleting the callback. |
Yes |
Yes |
No |
4.81 and above |
Processed Leads Stats |
It shows the total number of leads that the agent has processed in the present session. |
Yes |
Yes |
No |
4.81 and above |
Success |
It shows the count of the successful disposed calls. |
Yes |
Yes |
No |
4.81 and above |
Total Login Duration |
It shows the total duration of the agent for which he/she was logged in for the current session. |
Yes |
Yes |
No |
4.81 and above |
Average Talk Time Stats |
It is equal to the total time (in seconds) spent by the agents while talking to the customers divided by the total number of answered customer calls in this campaign. |
Yes |
Yes |
No |
4.81 and above |
Average ACW Duration Stats |
It is the average amount of time spent by all the agents in disposing the calls.It represents the average time taken by the Agents to dispose the calls. |
Yes |
Yes |
No |
4.81 and above |
Average Hold Time Stats |
It is equal to the total hold time divided by the count of customer calls with holds. |
Yes |
Yes |
No |
4.81 and above |
Average Handling Time Stats |
It is equal to the sum of Customer Talk Time, Customer Hold Time for, and Wrap Time of Connected Calls divided by the total connected calls. |
Yes |
Yes |
No |
4.81 and above |
Break Count Stats |
It shows the total number of breaks in which the agent has put its availability status from Available to any of the break reason. |
Yes |
Yes |
No |
4.81 and above |
Total Break Duration |
It shows the total number of breaks in which the agent has put its availability status from Available to any of the break reason. |
Yes |
Yes |
No |
4.81 and above |
Break Count |
It shows the total count of the breaks that the agent has taken in its current session. |
Yes |
Yes |
No |
4.81 and above |
Customer Tab (Services - External Tab feature) |
The customer tab of the mobile app shows the list of the registered customers. It shows their information like name and phone number. |
Yes |
Yes |
No |
4.81 and above |
Click-to-Call button at Customer Tab (Services Module) |
The agent can directly make a call to the customer through the Click-to-Call feature. |
Yes |
Yes |
No |
4.81 and above |
Team Tab |
The agent can chat with their teammates through Team tab. |
Yes |
No |
Yes |
4.81 and above |
Disable Voice Recording And Screenshot |
NA |
Yes |
No |
No |
4.81 and above |
Ameyo Dialer |
Toolbar Mobile app works as a DIaler app in phone, any phone no. clicked, Ameyo Agent app shows in the suggested app for dialing. On click call initate from agent app, and app gets opened click to call in case of the toolbar. This feature is used in case if we sent a number on WhatsApp or hangout and agents click on that number it will open Ameyo agent app there will be an option where agents will be able to select Ameyo agent APP and agent to dial out the call from Ameyo agent instead of the phone dialer. Note: agents need to be logged in the Ameyo with extensions selected for the same. |
Yes |
No |
No |
4.81 and above |
Logout confirmation |
while login out on toolbar there will be a confirmation popup for cancel or logout. |
Yes |
No |
Yes |
4.81 and above |
Disable back button after login |
After login in the back button of the phone is disabled and if we click in the back button it will go to the home screen of the phone. |
Yes |
No |
No |
4.81 and above |
Epic |
NA |
No |
No |
No |
4.81 and above |
Single Login for Toolbar Interface (MS URL) |
NA |
Yes |
No |
Yes |
4.81 and above |
Disable Peak CC |
Restrict Admin from configuring campaign peak call count more than allowed max value. Reference Document: https://sites.google.com/a/ameyo.com/engineering/wfh-flag-to-enable-feature-in-mobile-toolbar |
No |
No |
No |
NA |
Enable Custom JS Deployment At a CC |
Reference Document: https://sites.google.com/a/ameyo.com/engineering/wfh-flag-to-enable-feature-in-mobile-toolbar |
No |
No |
No |
NA |
WebRTC Single Session |
Send event to Generic Toolbar opening opeining a WebRTC Session Tab. This way reload does not break voice. Reference Document: https://sites.google.com/a/ameyo.com/engineering/wfh-flag-to-enable-feature-in-mobile-toolbar |
No |
No |
Yes |
4.81 and above |
Report Error Button |
Using Report Error, you can report issue: Data is shown in the Grafana. Enable AIM Grafana Stats Collection for seeing the reported value. |
Yes |
No |
No |
4.81 and above |
By Default Customer Info expanded |
Reference Document: https://sites.google.com/a/ameyo.com/engineering/wfh-flag-to-enable-feature-in-mobile-toolbar |
Yes |
No |
Yes |
NA |
Toolbar WebRTC Enhancement |
Single Session Optimisation Done in Dev |
No |
No |
No |
4.12 only |
More Tab |
The more tab contains the settings, so that agent can customize its working accordingly. |
Yes |
Yes |
No |
4.81 and above |
My CallBacks (Services) |
The "My CallBacks" option helps the agent to view the list of his scheduled callbacks. |
Yes |
Yes |
No |
4.81 and above |
Basic Settings |
The following are the basic settings available that the agent can perform from the mobile app.
|
Yes |
Yes |
No |
4.81 and above |
Transfer the call |
The agent has the privilege to transfer the call to another agent. |
Yes |
Yes |
No |
4.81 and above |
Conference of the Call |
The agent has the privilege to confer the call to another agent or another user. |
Yes |
Yes |
No |
4.81 and above |
Call History Module |
The Call History module shows the history of all the calls that the agent has attended. |
Yes |
Yes |
No |
4.81 and above |
Missed Call Module |
It shows the list of missed calls that the agent has missed or does not pick them. |
Yes |
Yes |
No |
4.81 and above |
IMEI Number Authentication |
If the administrator has configured IMEI number mapping with the agent, then the agent can only login with the device whose IMEI number is mapped. |
Yes |
No |
No |
4.81 and above |
VPN Support |
Connect VPN - Discuss with Keshav for details |
Yes |
No |
No |
4.81 and above |
Call Reversal Solution |
In this solution, the agent's leg will always be connected with the Call Server, only the Customer's leg connects every time. |
Yes |
Yes |
No |
4.81 and above |
Screen Recording Prevention |
If the administrator has configured the Screen Recording Prevention, then the agen will not be able to record the Screen through any third-party or native softeare app. It helps to ensure the prevention of Data Piracy. |
Yes |
No |
No |
4.81 and above |
Screenshot Prevention |
This feature prevents the agent from taking the screenshot of the Ameyo Agent Mobile app. It helps the organization to ensure its data privacy. |
Yes |
No |
No |
4.81 and above |
Disable Call Recording |
If the administrator has disabled the call recording, then the conversation between agent and customer will not get recorded. This feature helps the organization to ensure its privacy. |
Yes |
No |
No |
4.81 and above |
WhatsApp Chat Support |
WhatsApp Chat support is also present in the mobile app. The messages shred over WhatsApp are received on the mobile app itself. |
Yes |
Yes |
No |
4.81 and above |
Leadsquared Third party CRM |
If LeadSquared CRM (third-party CRM) is integrated with Ameyo application, then a link is displayed at the floating widget. The agent can click this link to redirect the LeadSquared app. The agent's login credentials will be the same as that of the Ameyo, and the agent should be logon to LeadSquared App. |
Yes |
No |
No |
4.81 and above |
Salesforce Third party CRM |
If Salesforce CRM (third-party CRM) is integrated with Ameyo application, then a link is displayed at the floating widget. The agent can click this link to redirect the Salesforce app. The agent's login credentials will be the same as that of the Ameyo, and the agent should be logon to Salesforce App. |
Yes |
No |
No |
4.81 and above |
Floating Widget : Copy to clipboard |
|
Yes |
No |
No |
4.81 and above |
Floating Widget : Redial |
Redial Support in toolbar. Only on Floating widget. |
Yes |
No |
No |
4.81 and above |
Floating Widget : Quick Disposition |
NA |
Yes |
No |
No |
4.81 and above |
Floating Widget : Dispose |
Dispose from Floating widget with more button (If disosition list is large) to redirect to Main App |
Yes |
No |
No |
4.81 and above |
Extension Monitor |
Call leg reversal. Agent DID/ Extension Monitor. This flag is for GSM call reversal with multiple call server. For Dishtv, this configuration is used to automate and detect the selected extension. Also if wrong DID is dialed by the agent it will detect it and show notification to the user. If call server is down then supervisor can broadcase a message which will switch all user in that campaign to the broadcasted extension. I.e, there extension will get change, and they will get message for Dialing DID corresponsing to that extension. For Broadcasting commanding Supervisor has to send Internal message |
No |
No |
No |
4.81 and above |
Toolbar UI Revamped |
Web Toolbar + Mobile toolbar |
Yes |
No |
Yes |
4.81 and above |
More Tab : Services Modules |
External Module Integration, Call history, My callback integration and Missed Call. |
Yes |
No |
Yes |
4.81 and above |
More Tab : Reload |
Reload button will reload the toolbar |
Yes |
No |
Yes |
4.81 and above |
More Tab : Change App URL |
From more tab, you can change the Toolbar URL |
Yes |
No |
No |
4.81 and above |
CRM in Mobile Toolbar |
When on call CRM is opened in the mobile Toolbar |
Yes |
No |
No |
4.81 and above |
Disable CRM open in mobile toolbar |
When required CRM can be disabled in mobile toolbar |
Yes |
No |
No |
4.81 and above |
WebRTC : Auto Provisioning in webRTC toolbar |
Bug fix for auto provisioning in toolbar |
Yes |
No |
Yes |
4.81 and above |
WebRTC : Extension fallback |
WebRTC Extension fallback. In webrtc, agent can change extension when configured fallback. |
Yes |
No |
Yes |
4.81 and above |
WebRTC : Floating Widget |
Mute Accept-Reject (Only shown in the Floating widget). In the case of Webrtc, there is a feature to disable the auto-answer for the inbound calls, If the auto-answer is disabled there will be ringing and accept and reject option will appear on the floating widget. To enable the accept reject login with admin, setting, enabled auto answer should not be selected. To enable the auto-answer login with admin>setting enable auto answered should be selected. |
Yes |
No |
No |
4.81 and above |
Remember Me in toolbar mobile |
"Saving user credentials using remember me. There is an option on the login screen remember me in case the same is selected if we log out the same username and password will auto field on the screen. There is also the option to view the entered password. |
Yes |
No |
No |
4.81 and above |
Multiple Customer Resolution in Mobile App |
Outbound Multiple multiple customer Found case
|
Yes |
No |
No |
4.81 and above |
Customer Chat Support in Toolbar |
Whatsapp Support
|
Yes |
No |
Yes |
4.81 and above |
AIM Dashboard |
|
Yes |
No |
No |
4.81 and above |
Broadcast Chat |
Broadcast acknowledgement with no history management |
Yes |
No |
Yes |
4.12 and above |
Preview Dialing |
|
Yes |
No |
No |
4.81 and above |
Hold Notification on Active webrtc call in case of another call on Mobile |
Flow
|
Yes |
No |
No |
4.81 and above |
Handle CRM lifecycle when opened in a separate tab during call for ICICI CRMNext support |
Mobile : CRM in new Tab |
Yes |
No |
No |
4.81 and above |
Toolbar Integration using Chrome extension |
Chrome Toolbar Integration |
No |
No |
Yes |
4.81 and above |
Auto login |
Auto Login Behaviour - Default working etc. |
Yes |
No |
Yes |
4.81 and above |
Reverse Timer for Wrap Time on Toolbar |
NA |
Yes |
No |
Yes |
4.81 and above |
Client side mask |
Force client side masking (Flaggable) |
Yes |
No |
Yes |
4.81 and above |