Engage Voice | Intro to Engage Voice Admin
Last updated on October 01, 2021
Engage Voice offers a cloud-based CCaaS (Contact Center as a Service) model that users can customize to fit their unique needs. Our primary goal is to provide contact centers with the best tools possible to help users shape and grow their business.
As a result, we build our products with our end-users in mind, serving inbound, outbound, and blended contact centers with voice, chat, and analytics tools. These come packaged within an agent and supervisor interface (Agent), an admin interface (Admin), and an analytics interface (Analytics) used for tracking, monitoring, and analyzing contact center activities.
Admin is the interface administrators use to configure all the behind-the-scenes workings, like the appearance and functionality of the agent interface, for example. This is also where all the configuration settings like call and chat routing, IVR building, and list management live.
About accounts, users, and permissions
Administrators can begin by creating one or more accounts and configuring their top-level account information, from default settings that span all accounts to custom integration settings. Administrators can add new admin users to the platform, manage passwords, and ensure each user has the necessary permissions to get the job done.
About inbound routing
Routing rules and skills
Administrators can configure routing rules for all inbound calls and chats via the admin Routing menu option. These rules ensure that when a call — or a batch of calls — comes in, they all get sent to their appropriate destinations.
You can get as granular with your routing settings as choosing ranking and priority levels for both agents and queues. And when calls come in that require certain skill sets (like Spanish speakers, or agents with strong sales skills), admins can use skill-based routing settings to ensure those calls get routed to the agents best qualified to handle them.
Schedules and priorities
Admins can also set custom schedules to tell the system when queues are open and closed, and they can specify queue priorities and conditions to let the system know how to handle calls when the queue is closed or when there’s a priority queue event that requires additional configuration.
IVRs and scripting
In IVR Studio, admins can create and enable IVRs that guide callers to their desired destinations or provide helpful information without the need for agent interaction. In Script Studio, admins can create dynamic scripts that agents can use to collect and share information while a call is in progress. Administrators can even arrange integrations via scripts and IVRs that can get and post data to and from external web-based applications.
Requeue shortcuts and dispositions
If calls often need to be redirected to a certain agent or group, admins can create requeue shortcut buttons for the agent interface to ensure those calls are routed quickly, easily, and efficiently. Admins can also create and enable dispositions for inbound queues, so agents can submit important notes and data about completed calls.
Cloud routing
Cloud routing is another tool that can be useful for contact centers with multiple locations; admins can enable and configure this feature’s routing rules to easily send and connect incoming calls to whichever contact center location best suits their needs.
Within cloud routing, admins can configure cloud destinations, which acts as the location of each of the call centers they want to route calls to. Admins can also configure cloud profiles and choose between different call routing options, from distributing calls evenly amongst each destination to assigning ranks or percentages that tell the system which destinations should receive higher priority when routing incoming calls.
About outbound dialing
Dialing and lead management
Administrators can use the Dialing section of the admin interface to configure all their outbound call settings so that agents can simply log in to the platform and begin making calls (whether they’re receiving connections made by a predictive or preview dialer, or manually dialing calls).
To initiate outbound dialing, administrators can begin by creating campaigns and dial groups to organize their outbound calls and agents. Next, admins can upload and manage lead information, from phone numbers and emails to custom lead data, like a company name or job title.
Integrations and compliance support
Admins can set up outbound integrations (like CRM and CMS systems) via the admin section of the platform as well. Integrations can range from fully integrated applications to web service requests that automatically update lead information to external databases.
Compliance-supporting settings like list scrubbing make it easy to remove known cell phone and DNC (registered ‘do not call’) numbers from lead lists to ensure contacts are dialed in accordance with regulatory standards. Meanwhile, whitelisting settings are available to ensure authorized phone numbers can still be dialed (that is, contacts who may be on the national DNC registry but have provided you with written consent for contact).
Quota management and more
For outbound campaigns that require close monitoring to ensure quotas are consistently maintained (like political campaigns, for example), special quota management settings can be defined and enabled to automatically adjust dialing based on the rules you provide.
As with inbound calling, admins can create and assign dynamic scripts to campaigns so agents can collect and share information with leads. They can create requeue shortcuts to make it easy to transfer calls to frequently routed destinations. And of course, admins can also create and assign dispositions to ensure call outcomes are appropriately tracked and recorded for later analysis.
About live chat
SMS and web chats appear in the agent interface where agents can reply, dispatch, resolve, report on, and close them out effortlessly. Behind the scenes, however, administrators can do their share of configuration to ensure a seamless experience for both agent and customer.
Chat configuration options include creating and configuring settings for chat groups and agent skills, routing rules and dispositions, and requeue shortcuts. Administrators can also set up pre-chat forms to collect and share information with customers, both before they’re connected to an agent and when the chat queue is closed. They can create a knowledge base of canned (‘quick text’) replies and insert these selections into chat scripts so agents can click or cut and paste information just as it was intended to be delivered.
Administrators can use the admin interface to configure chat widgets, apply branding, and create, integrate, and enable dynamic scripts. And as with all other channels, configuration settings can be applied to ensure all important data is being tracked and recorded for analysis later.
About agent and supervisor settings
Agent settings refers to basic agent configuration settings and range from password management and agent skill profiles to default platform settings for all agents.
Admin’s supervisor settings refers to admin configuration options that can allow supervisors to view agent performance and/or use monitoring tools like agent whisper.
About platform settings
Settings refers to a number of functionalities that span multiple parts of the platform. In Admin, administrators can head to this section of the platform to create and schedule alerts and notifications for queue and campaign activity. They can also upload and configure audio files to be used in IVRs and call transfers.
This section also contains searchable audit logs so admins can track any configuration changes made to the platform via Admin. This includes visibility into lead management actions and recording access (e.g., who listened to which recording — and when). Admin Settings also has configuration options for accessing your accounts and configuring locations and delivery for call recordings.
About web services
Our integration capabilities include a completely open API designed to support simplified integrations at multiple points, including leading computer telephony, IVR, CRM, and workforce management. Built to integrate with the systems and applications you're already using, our platform allows you to keep and easily access the systems your team is already familiar with.
We also offer a CTI toolkit, allowing you to build any custom integrations required. Our web service options play a big part in that. A web service is simply a back-end process that allows a program to talk to a web page (eliminating the need to use your browser to open a web page).
We’ve made our web services accessible in various places throughout the platform. They can be called on from inside of an agent script, via a disposition, from within an IVR workflow, and via inbound queue events. From any of these locations, you have the flexibility to dispatch web service requests based on dynamic events happening in your contact center.
How they all work together
Now that you understand our infrastructure, services, and tools, let’s give some context on their interactions from a bird’s-eye view.
First, admins work behind the scenes with a dedicated team of implementation specialists we provide to help set up each customer’s contact center in our platform. Together, they work on the basics, setting up routing rules for inbound calls and chats, configuring IVR systems with custom audio clips and DTMF (dual tone – multi-frequency signaling) options, and enabling compliance-supporting settings for campaigns.
Once the system is configured, it’s ready to go live. Agents and supervisors can log into the agent interface and see exactly the information and tools their administrator wants them to see. Inbound calls and chats begin arriving and outbound calls are dialed by agents and/or dialers from within the system. All of these connections are instantly routed through the ‘core layer’ of the platform.
The ‘core layer’ refers to all the settings administrators have already configured in Admin. These settings are instantly applied to incoming and outgoing calls and chats, which are then immediately dispatched to their appropriate destinations.
Now agents can begin speaking with leads and customers, referring to dynamic, interactive scripts their admins have prepared for them. These scripts can range from the simple — a few lines or pages of text — to the complex, from radio button selections to API-integrated databases and programs posting and pushing information to multiple servers in real time.
The system collects, shares, and receives customer and call/chat information, and agents can make notes on all of it. This can be done both during their interactions with leads and customers and after the fact, via configurable dispositions that can be used to track call and chat information and outcomes for reporting purposes.
Throughout these calls and chats, all this information, data, and metadata makes its way to the analytics interface, where it’s stored for future, deeper analysis via historical reporting and/or distributed to various real-time reporting applications throughout the system for instant analysis.
Agents get to keep an eye on their own progress with real-time agent stats displayed via their dedicated interface, and supervisors can monitor and guide agent progress via configurable real-time agent stat tables and coaching tools like whisper coaching.
Admins and owners get their own real-time reporting dashboards in the analytics interface, used for monitoring all daily call center activities, from the macro to the micro level. And at the end of the hour, day, week, or year, admins can create, download, and analyze scheduled reports to follow the metrics and data most important to them.
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