Engage Digital | Intro to Engage Digital Admin

Last updated on March 23, 2022

Table of contents

Engage Digital offers a unified cloud-based model that you can customize for your digital contact center strategy. It centralizes the social media, email, and web chat messages to ensure operational efficiency, message traceability, and large-scale processing of all digital interactions. As a result, it provides your customer support team with the ability to respond to your customers from a variety of digital channels in a single digital contact center.
 
The platform is equipped with an agent and supervisor interface, an admin interface, and an analytics interface with tools used for tracking, monitoring, and analyzing contact center activities. Within these interfaces, you can find supporting features and tools that help your business provide efficient customer service.

Our services

Engage Digital includes a variety of interfaces you might have access to, depending on your permissions. These interfaces include the following:
  • Agent: Agent interface with email, social media, live chat support and more. In addition, it is equipped with supervising and monitoring tools for your agents
  • Admin: Administrator interface which allows you to grant access and permissions to agents and supervisors with configuration tools for mailbox management and inbound and outbound message routing
  • Analytics: Analytics interface with reporting tools that offer insight into contact center activities via historical reporting, scheduled reports, and customizable reporting dashboards
Agents are the users who respond to customer messages from various digital channels that come into the platform. Agents first must have an account and the permissions to access the system.
 
Administrators must evaluate the roles and permissions granted for agents and supervisors. The admin configures the tools an agent can access, and this can range from creating mailbox folders, configuring channels from the various digital social media channels, and creating routing rules for messages that come into the platform. 
 
Once a role and permissions are assigned to an agent, they can start receiving interactions and managing messages efficiently. Agents are also provided with the tools to organize messages and perform other action items. 
 
Admins can assign a supervisor role, which provides oversight on agent stats, team metrics, and monitoring capabilities. Finally, the analytics tools can also be used by agents, supervisors, and admins (if given the right permissions) to assess individual goals, performance, and contact center activities as a whole.

Key elements

Channels are the different digital social media sources that are managed within the platform. A channel is associated with an account on a digital platform such as Twitter, Facebook, email, or webpage chat.
 
Once a customer sends a message to your contact center through one of those channels, messages are then routed to agents. You can use categorizations of messages to dispatch interactions to the agents most capable of handling the messages. Categories are labels assigned to messages that are handled on the platform. You can use categories:
  • To identify the message channel.
  • To organize messages into folders.
  • For routing to agents.
Once messages are received, agents are now able to view these messages in their Inbox and Routing mode menu options. Note that Inbox and Routing mode are the two operational modes that an agent can use to respond to customer messages.
 
In Routing mode, the messages or digital interactions that are routed to agents follow a set of steps called a routing strategy. The workflow process for these messages is defined in that routing strategy and starts once an agent receives the message and ends when that interaction is completed or solved. 
 
Finally, the action items within Inbox and Routing mode are easily available for agents to help them become efficient in responding to customer messages. Action items also allow agents to categorize messages efficiently.

Admin

Admin is the interface admins use to configure all the settings for your digital contact center. As an administrator, you can begin by creating users you can designate as agents, supervisors, or administrators. 
 
Admin configurations include the roles and permissions assigned to users, the configuration of your social media channels, the categorization of messages handled on the platform, and the appearance and functionality of the mailbox folders that make up the agent interface. In the Admin interface, you’ll find the following components: 
  • Users
  • Channels
  • Routing
  • Digital
  • Agent tools
  • Settings

Users

This section allows admins to:
  • Add users
  • Assign identities to users
  • Group users into teams
  • Enable permissions for users via roles
  • Manage specific Away statuses
  • Manage agent capacity
View of the users section

Channels

This section is where admins manage:
  • Channels: sources from which messages are imported (email, Facebook, Twitter, etc.).
  • Communities: databases of identities that agents use to post messages to sources.
  • Chat triggers: rules that make your chat interface appear to the customer.
  • Chat variables: customer information that will be visible to agents.
  • Engage Messaging variables: customer information settings for Engage Messaging. 
  • Engage Messaging notification emails: customer notification email templates for Engage Messaging.
View of the channels section

Routing

Messages can be routed to agents using categories assigned to messages that are handled on the platform. You can use categories to identify the message channel and subject. 

In addition, you can use these categorizations of messages to dispatch messages to the agents most capable of handling the messages. You can configure categories by navigating to Routing > Categories via the left nav bar. To learn more, visit Intro to categories.
View of the routing section

Digital

Identity tags enable your agents to identify the customer with whom they are messaging. Admins can manage the identity tags in the platform by navigating to Digital > Identity tags via the left nav bar.
 
You can also use an identity tag to:
  • Manage messages by folder.
  • Construct a search query.
  • Create a rule that triggers on a message.
The Identity tags page lists the identity tags and the number of customers tagged with each identity. To learn more, visit Using identity tags.

Finally, the system contains an audit log of the administrative or message handling events that occur in the system. You can use the export tool located in Digital > Exports via the left nav bar to export data manually or to schedule automatic exports. All of this data can be valuable to analyze and use within your business, or to retain records or backup your configuration data. To learn more, visit Exporting data.
View of the dialing section

Agent tools

Under Agent tools, you can configure your reply assistant, reply assistant groups, and email templates. The reply assistant allows agents to more quickly respond to messages or chats using known or previously used replies. 

You can access the reply assistant configuration by navigating to Agent tools > Reply assistant via the left nav bar. This section allows you to add or import knowledge base entries, which can either be in raw text format or HTML format, and add attachments. To learn more, visit Intro to the reply assistant.
View of the agent tools section

Settings

This section is where admins can view or manage:
  • Business hours: The days and hours when agents are expected to respond to customers.
  • Audit log: A record of every configuration or message handling event in the platform.
  • Notifications: Alerts sent to certain agents or teams of agents.
  • Account settings: Basic configuration for language and Analytics, as well as important fundamental settings such as enabling Routing mode and setting Service Level thresholds.
  • Security: Settings and options for restricting access to the platform, such as timeout due to inactivity and password options.
  • Extensions: Add-ons that enhance the functionality of the platform, such as single sign-on and Reply assistant.
View of the settings section
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