Engage Voice | Intro to the Omni-channel experience
Omni-channel refers to the addition of digital features from Engage Digital to the Engage Voice platform. On Engage Digital, you deal with digital interactions such as social media, email, and web chat messages. In Engage Voice, you typically deal with calls.
With Omni-channel, you can structure your contact center to handle a variety of voice and digital interactions, depending on your needs, and you can specify which groups of agents will handle those interactions according to rules that you configure for your voice and digital queues.
By combining features from both platforms, the Omni-channel interface offers a unified experience where users can manage incoming and outgoing calls alongside digital interactions.
If you have Omni-channel features enabled, the user experience will still be quite similar to what you may have experienced using traditional Engage Voice. You can access several interfaces in Omni-channel, including an agent and supervisor interface (Omni-channel Agent), two admin interfaces (Voice Admin and Digital Admin), and an analytics interface (Omni-channel Analytics).
In Voice Admin, in addition to accessing call-specific features within each of these interfaces, you can also access features and settings related to digital interactions, from digital reports in Analytics, to configuration options for digital queues and routing priorities in Voice Admin, to the Inbox and Messages view in Omni-channel Agent.
Please note that on top of the three interfaces mentioned, the Digital Admin interface is also offered for administrators that need to configure settings related to digital interactions that cannot be configured in Voice Admin, such as categories and sources.
To access the Omni-channel suite, you must first have Omni-channel enabled at your account. Second, you must login to the interface via Single Sign-On (SSO) using your RingCentral Office credentials.
For the purpose of this article, we will provide an overview of features that are specific to Omni-channel. To learn more about features available in traditional Engage Voice, visit Intro to the platform.
Finally, If you’d like to learn more in-depth information about specific Omni-channel features, look out for titles that include ‘Omni-channel,’ or you can use the search bar in the documentation portal to find Omni-channel-specific articles.
Now that we’ve provided a brief overview of Omni-channel, let’s discuss each of the interfaces you can access in Omni-channel.
Omni-channel services
As we discussed above, there are four interfaces available in Omni-channel: Voice Admin, Agent, Analytics, and Digital Admin. Depending on your permissions, you may have access to some or all of these interfaces.
There are two locations where you can select the interface in which you’d like to work. When you first log in to Omni-channel (and you have access to more than one interface), the system will direct you to a page of tiles labeled with the interfaces you can access. Selecting any of these tiles will direct you to that interface.
You can also easily switch between interfaces no matter where you are in the platform via the app switcher at top right, indicated by the square icons. Selecting the app switcher will drop down a series of tiles associated with each interface you can access.
Omni-channel Admin
With Omni-channel, you can access two administrator interfaces: Voice Admin and Digital Admin. Voice Admin is an administrator interface that shares the same configuration tools as traditional Engage Voice for inbound call routing, outbound dialing, agent scripts, and IVR services. Additionally, Voice Admin also offers configuration tools for inbound digital message routing.
In Voice Admin, 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 determine how messages are dequeued to agents.
As we discussed earlier, it’s important to note that some configuration of digital interactions must be performed in Digital Admin, including all digital agents, sources, languages, and categories. If you do not configure these features in Digital Admin, you will be unable to set up your digital queues properly in Voice Admin.
To learn more about Omni-channel Admin, visit Intro to Omni-channel Admin.
Omni-channel Agent
Omni-channel Agent is an agent and supervisor interface with inbound, outbound, and digital interaction capabilities. Agents are tasked with taking and answering voice calls and/or handling digital interactions, while supervisors keep track of agent call interactions.
Agents and supervisors are created via the RingCentral Office Admin portal and then imported and configured by administrators via Omni-channel Voice Admin (for voice calls) and Digital Admin (for digital interactions). Agents imported into both Voice Admin and Digital Admin can be assigned as a blended agent, meaning they can seamlessly switch between voice calls and digital interactions during a single session in Agent.
Agents assigned to handle digital interactions will have access to two digital modes: the Inbox and Messages view. These views provide agents with a customer support interface that centralizes in-app messaging, SMS, social media, email, and web chat messages to ensure operational efficiency, message traceability, and large-scale processing of all digital interactions.
To learn more about Omni-channel Agent, visit Intro to Omni-channel Agent.
Omni-channel Analytics
Omni-channel Analytics includes all the analytics capabilities from Engage Voice Analytics as well as Digital Analytics. Analytics provides reporting tools that offer insight into contact center activities via historical reporting, scheduled reports, and customizable real-time reporting dashboards. In addition to providing reports for inbound and outbound calls, you can also view reports for digital interactions.
Digital analytics reports present either real-time (via dashboards) or historical reports of system statistics on the volume of messages, message and agent activity, and the quality of agent responses (e.g., if service level agreements are being met) in your contact center.
To learn more about Omni-channel Analytics, visit Intro to Omni-channel Analytics.
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