Engage Voice | Intro to Omni-channel Admin

Omni-channel allows you to manage incoming and outgoing calls alongside digital interactions from sources such as social media, email, and web chat messages.
 
Omni-channel Admin consists of two interfaces: Voice Admin and Digital Admin. The Voice Admin app allows you to configure your inbound call routing, outbound dialing, agent scripts, and IVR services. The major change to the Voice Admin app with Omni-channel is the addition of configuration options for digital queues and routing priorities.
 
Additionally, the Digital Admin app offers configuration tools for inbound digital chat, such as configuring digital agents, sources, and categories.

Digital queues

You can create digital queues to accept digital interactions from different sources, such as Facebook, Twitter, email, and web chat. To determine where and how digital interactions are routed, you can configure digital queue priority rules. With routing rules, you can prioritize which queues will receive which types of messages. 

Benefits of an omni-channel contact center

Omni-channel Admin simplifies administration of your contact center by combining the management of your voice and digital queues into a single interface, while maintaining control of message routing and distribution. The major benefits of Engage Omni-channel Admin include:
  • A single interface for management of voice and digital queues
  • Streamlined user provisioning through user import
  • An application switcher to navigate through the system
  • Support for two modes of operation for digital interactions, All messages and My messages
  • Easy to configure digital routing rules, and mapping of rules to digital queues
With Omni-channel, you can structure your contact center to handle a variety of voice and digital interactions, depending on your needs. You can also specify which groups of agents will handle those interactions according to rules that you configure for your voice and digital queues. 
 
In a typical contact center, voice calls are considered a priority over digital interactions. A variety of configuration options are available to you when setting up Engage Omni-channel. You can control the assignment of agents to voice or digital queues, the routing of calls or messages to voice or digital queues, and the capacity of your agents to handle different interactions. 
 
One of the decisions you will need to make in your contact center is whether to maintain separate groups of agents for voice and digital interactions. Omni-channel Admin allows you to maintain separate groupings of agents if your agents are trained particularly in voice or digital interactions, or if that separation meets your management or analytics needs. Another option available is allowing blended agents to handle both voice and digital interactions.

Account and user provisioning

When setting up Engage Omni-channel, there are certain setup requirements to integrate your digital channels. When you set up Engage Omni-channel, your RingCentral implementation manager will help associate your Engage Voice account with your Engage Digital account. Once this setup is complete, you are then ready to integrate your agents.
 
To integrate your agents, you must provision your agents in RingCentral Office, and use the import functions from RingCentral Office to import your agents into both the Voice Admin app and the Digital Admin app. Your agents will access the platform via a single point of entry, and log in using single sign-on credentials.

Configuration using the Voice Admin and Digital Admin apps

Administrators of Engage Omni-channel will typically need to access both the Voice Admin and Digital Admin interfaces for configuration. For example, you must access Voice Admin to configure and manage your voice and digital queues, while you need to access Digital Admin to configure and maintain digital configuration such as sources, communities, and categories.
Omni-channel admins

All messages and My messages

The two operational modes for agents handling digital interactions in Omni-channel Agent are All messages and My messages. For more details about these modes, see Intro to Omni-channel Agent.

All messages

In Omni-channel Agent, All messages lets agents choose the messages they will work on. Unlike My messages, All messages not require the configuration of digital queues. You can configure All messages folders that organize messages for agents via the Digital Admin app.

My messages

The second of the operational modes, My messages, directs tasks directly to agents in digital queues. When you work in My messages, incoming messages or tasks are matched first to a digital queue, and then to an agent in the queue. 

There are notable differences from the admin perspective for My messages. The major difference is that agents who work on tasks in Omni-channel Agent are assigned to digital queues to process tasks. To support My messages, the admin will need to perform several tasks in Voice Admin related to configuring digital queues:
  • Configuring one or more digital queues to receive tasks
  • Configuring digital routing rules that route based on a message’s source, category, or language
  • Optionally configuring routing priorities to assign tasks in a queue to a specific agent
For information about digital queues, rules, and routing priorities, see Intro to digital routing.

Omni-channel routing

Engage Omni-channel allows you the benefit of managing all your calls and digital interactions through voice and digital queues that you configure within a single admin interface.The Routing section of the Voice Admin app deals with the calls or digital tasks that come into your contact center. When Omni-channel is enabled, you can see two groups of sliding tray options: one group for Voice and one group for Digital.  
 
When there’s an incoming call or digital task, the system will route it to a queue and agent based on a set of rules and priorities that you can configure via the admin interface. For inbound voice calls, you can configure call flows that range from simple (like routing the next call to the next available agent) to complex (like routing calls to agents based on customer concerns and agent skills). 
 
Similarly, for digital tasks, you can configure digital routing rules to control the processing and distribution of messages to agents in your digital queues.
Omni-channel routing

Voice Admin configuration tasks

Voice queues

In the Voice routing section of the Voice Admin app, you configure inbound queues for voice calls. These queues work similarly to inbound queues that have been configured in Engage Voice. For information about inbound queues, see Intro to inbound routing.

Digital queues

In the Digital routing section of the Voice Admin app, you can configure digital queues. Engage Omni-channel uses digital queues to route digital tasks to agents assigned to a queue. Digital tasks originate from social media channels or other sources, such as email or messaging, configured in Digital Admin. Digital queues also handle chat sessions that were previously managed from a chat queue in Voice Admin.
 
Because Engage Omni-channel uses digital queues to route tasks to agents, there are certain functions in the Digital Admin app that no longer apply to the tasks routed through Engage Omni-channel. Those inoperative features include the rules engine and the AI engine.

Digital routing rules

Digital routing rules help control the processing and distribution of messages to agents in your digital queues. You configure these rules in Routing > Digital queues & skills. You can configure digital routing rules to match messages from particular sources, languages, or categories of messages. 
 
When a message is received and its source, language, and category match a routing rule, the task is assigned to a queue that has been assigned the rule. When no rule matches an incoming message, the message is rejected. When you create multiple routing rules, you can set the priority of those rules.
 
Once you have configured a set of digital routing rules that meet the criteria you need, you will be able to assign those rules to specific digital queues. By assigning a rule to a queue, messages that meet the criteria for that rule will be routed to the queue.

To learn more about configuring digital routing rules, read Intro to routing rules.

Digital routing priorities

You set routing priorities for digital queues to control how tasks within a queue are distributed to individual agents within that queue. Routing priorities show all routing rules across all queues in all sub-accounts. Configuring routing priorities can be helpful in situations where you have a particular agent that you’d like to route digital tasks to before other agents.
 
To learn more about routing priorities, see Intro to routing priorities.

Digital Admin configuration tasks

In the Digital Admin app, you will complete the majority of your digital configuration tasks, such as configuring digital agents, roles and permissions, sources, languages, and categories. You should complete all your configuration in the Digital Admin app before setting up your digital queues properly in the Voice Admin app.

Users

You will need to access Digital Admin to configure your agents and their roles and permissions. You can speed the configuration process by importing your agents to Digital Admin from RingCentral Office through the Import users function. Once imported you will need to configure your agents’ roles and permissions.

Roles and permissions

In Digital Admin, you assign your users a role that contains a set of permission appropriate to their needs. One set of permissions are those permissions inherited from the role assigned to the user in Digital Admin. For details on digital permissions, see Updating agent permissions.
 
A second set of permissions are from the roles configured in the Voice Admin app. The reason for this dual-permissions model is that the digital queues you create in Voice Admin are managed independently from any other digital configuration that you set up in Digital Admin.

Sources and community profiles

Sources, also known as entry points, are the social media channels in Digital Admin. Community profiles are groupings of related sources, such as several Facebook pages. See Intro to entry points and Intro to communities to learn more about each. You’ll configure your sources and community profiles in Digital Admin, and associate your sources to the ‘Engage Omni-channel’ channel.

Channel mode

A channel mode identifies the list of sources associated with Engage Omni-channel. In the Routing > Channel mode section of Engage Digital, you can access your channel modes, including the Engage Omni-channel mode. You will associate each of those sources and community profiles to that channel mode. Once you have made this association, you will be able to specify those sources within your digital routing rules to help route messages.

Categories

You can configure the categories that you apply to help route messages in Digital Admin. For more details, see Intro to Categories. Once you have created your categories, you will be able to specify those categories within your digital routing rules to help route messages.

All messages configuration

When your agents work in All messages, they select which messages to work on from a set of inbox folders. In Digital Admin, you can configure All messages folders that organize messages for agents in Engage Omni-channel. A default set of inbox folders exists, but you may want to further categorize messages into folders. For more info, see Creating Folders.

My messages configuration

When your agents work in My messages, they receive tasks to work on from the system. In the Digital Admin app, the admin configures a routing sequence, known as a topology, that applies to incoming messages. This processing occurs before a message is received by the system as a task for assignment to a digital queue and agent.
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