Engage Digital: Admin Basics

Engage Digital: Admin Basics

If you are an administrator, this course will help you manage your agents and fellow administrators.

About this course

Overview

If you are an administrator, this course equips you with the knowledge you need to configure and manage users to ensure the correct level of access and permissions. Learn how to create and assign agents to roles and teams. Discover how to manage different message interactions, categories, and folders for successful digital interactions. Learn about communities and sources and how to manage surveys, email templates, and reply assistants for increased agent productivity and improved customer satisfaction. Learn how to update business hours, agent presence statuses, and capabilities to balance messages between agents efficiently. Also learn how to manage your service level agreement settings to best reflect the actualities within your contact center.


Objectives

  • Configure users and manage permissions
  • Manage user roles and edit identities for individual agents
  • Create and modify your teams and team assignments
  • Edit users using bulk editing tools
  • Manage your categories and folders
  • Update and modify notifications
  • Acquire more knowledge with communities and sources
  • Leverage surveys within the platform
  • Control your reply assistants for your different sources
  • Modify your email templates as you grow
  • Update business hours to reflect when you do business
  • Modify channels to handle tasks efficiently
  • Update Topologies to speed up or slow down message hand-offs
  • Change presence statuses for your agents to use
  • Adjust your agent capabilities
  • Modify the different Service Level Agreement (SLA) settings
  • Create different identity tags and leverage identity tags within the system
  • Adjust custom tags to work better with your customers
  • Use custom fields for your agents to use when updating customer identities

Agenda

  • Introduction to User Management components
  • Managing user profiles: user roles and permissions
  • Managing identities
  • Managing teams and changing team assignments
  • Editing users in bulk
  • Introduction to Message Management
  • Managing categories (pre- and post-qualification categories)
  • Modifying folders
  • Managing notifications
  • Adding and modifying communities and sources
  • Managing source settings
  • Adding and modifying surveys
  • Leveraging reply assistants and reply assistant groups
  • Leveraging email templates
  • Updating business hours and adding holidays
  • Reviewing Tasks View features
  • Managing channels (asynchronous and real-time messages)
  • Modifying Topologies
  • Adding and modifying agent presence statuses
  • Updating agent capabilities
  • Modifying SLA settings
  • Introduction to identity tags and custom fields
  • Configuring and managing identity tags
  • Configuring identity tags
  • Adding and updating custom fields
  • Leveraging custom fields to merge customer identities
  • Understating custom APIs

Copy this link to share this course: https://university.ringcentral.com/series/engage-digital-admin/engage-digital-admin-basics

Engage Digital: Admin BasicsLevel 1

  • User Management
  • Introduction to User Management 4 min
  • Accessing the Platform 1 min
  • Creating Users 5 min
  • Managing Roles 3 min
  • Configuring Agent Permissions 3 min
  • Editing Identities 2 min
  • Managing Teams 2 min
  • Configuring Notifications 1 min
  • Editing Users in Bulk 3 min
  • Message Management
  • Introduction to Message Management 2 min
  • Managing Categories 7 min
  • Managing Folders 7 min
  • Managing Notifications 7 min
  • Managing Communities 2 min
  • Managing Sources 11 min
  • Managing Surveys 4 min
  • Configuring Reply Assistant 6 min
  • Managing Email Templates 2 min
  • Managing Business Hours 6 min
  • Task View Management
  • Introduction to Task View Management 2 min
  • Managing Channels 7 min
  • Managing Topologies 3 min
  • Managing Agent Presence Statuses 5 min
  • Updating Agents Capacity 6 min
  • Managing Service Level Agreements 6 min
  • Identity Tags
  • Introduction to Managing Identity Tags and Custom Fields 1 min
  • Managing Identity Tags 10 min
  • Managing Custom Fields 8 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey

About this course

Overview

If you are an administrator, this course equips you with the knowledge you need to configure and manage users to ensure the correct level of access and permissions. Learn how to create and assign agents to roles and teams. Discover how to manage different message interactions, categories, and folders for successful digital interactions. Learn about communities and sources and how to manage surveys, email templates, and reply assistants for increased agent productivity and improved customer satisfaction. Learn how to update business hours, agent presence statuses, and capabilities to balance messages between agents efficiently. Also learn how to manage your service level agreement settings to best reflect the actualities within your contact center.


Objectives

  • Configure users and manage permissions
  • Manage user roles and edit identities for individual agents
  • Create and modify your teams and team assignments
  • Edit users using bulk editing tools
  • Manage your categories and folders
  • Update and modify notifications
  • Acquire more knowledge with communities and sources
  • Leverage surveys within the platform
  • Control your reply assistants for your different sources
  • Modify your email templates as you grow
  • Update business hours to reflect when you do business
  • Modify channels to handle tasks efficiently
  • Update Topologies to speed up or slow down message hand-offs
  • Change presence statuses for your agents to use
  • Adjust your agent capabilities
  • Modify the different Service Level Agreement (SLA) settings
  • Create different identity tags and leverage identity tags within the system
  • Adjust custom tags to work better with your customers
  • Use custom fields for your agents to use when updating customer identities

Agenda

  • Introduction to User Management components
  • Managing user profiles: user roles and permissions
  • Managing identities
  • Managing teams and changing team assignments
  • Editing users in bulk
  • Introduction to Message Management
  • Managing categories (pre- and post-qualification categories)
  • Modifying folders
  • Managing notifications
  • Adding and modifying communities and sources
  • Managing source settings
  • Adding and modifying surveys
  • Leveraging reply assistants and reply assistant groups
  • Leveraging email templates
  • Updating business hours and adding holidays
  • Reviewing Tasks View features
  • Managing channels (asynchronous and real-time messages)
  • Modifying Topologies
  • Adding and modifying agent presence statuses
  • Updating agent capabilities
  • Modifying SLA settings
  • Introduction to identity tags and custom fields
  • Configuring and managing identity tags
  • Configuring identity tags
  • Adding and updating custom fields
  • Leveraging custom fields to merge customer identities
  • Understating custom APIs

Copy this link to share this course: https://university.ringcentral.com/series/engage-digital-admin/engage-digital-admin-basics

Engage Digital: Admin BasicsLevel 1

  • User Management
  • Introduction to User Management 4 min
  • Accessing the Platform 1 min
  • Creating Users 5 min
  • Managing Roles 3 min
  • Configuring Agent Permissions 3 min
  • Editing Identities 2 min
  • Managing Teams 2 min
  • Configuring Notifications 1 min
  • Editing Users in Bulk 3 min
  • Message Management
  • Introduction to Message Management 2 min
  • Managing Categories 7 min
  • Managing Folders 7 min
  • Managing Notifications 7 min
  • Managing Communities 2 min
  • Managing Sources 11 min
  • Managing Surveys 4 min
  • Configuring Reply Assistant 6 min
  • Managing Email Templates 2 min
  • Managing Business Hours 6 min
  • Task View Management
  • Introduction to Task View Management 2 min
  • Managing Channels 7 min
  • Managing Topologies 3 min
  • Managing Agent Presence Statuses 5 min
  • Updating Agents Capacity 6 min
  • Managing Service Level Agreements 6 min
  • Identity Tags
  • Introduction to Managing Identity Tags and Custom Fields 1 min
  • Managing Identity Tags 10 min
  • Managing Custom Fields 8 min
  • Additional Resources
  • Downloadable Agenda 5 min
  • Training Satisfaction Survey
  • Training Satisfaction Survey