The Hybrid Channel of Employees’ Voice in China in a Changing Context of Employment Relations
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SiriusXM Channel Guide Music, sports, talk, news, comedy, and more. There’s always something good playing on SiriusXM. Select a subscription package to see . Watch the latest episodes of The Voice or get episode details on datingescortusa.com Dec 02, · The Hybrid Channel of Employees’ Voice in China in a Changing Context of Employment Relations. Wei Huang. Jingjing Weng. Ying-Che Hsieh. Employee Voice in Emerging Economies. ISBN: , eISBN: ISSN:
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Group 6 Created with Sketch. Group 31 Created with Sketch. Group Created with Sketch. Created with Lunacy. For Developers. Engage Voice Intro to the Omni-channel experience. Intro to the Omni-channel experience. RingCentral Office for Engage Voice customers. Configuring authenticated login via Okta. Network requirements and recommendations. Open a RingCentral tech support case. 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.
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. Omni-channel services. Depending on your permissions, you may have access to some or all of these interfaces. 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. 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. If you do not configure these features in Digital Admin, you will be unable to set up your digital queues properly in Voice Admin. Omni-channel Agent. Omni-channel Agent is an agent and supervisor interface with inbound, outbound, and digital interaction capabilities.
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.
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.
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