🚧 Feature is in beta and available on request
Beta means the feature is still being refined based on customer feedback, so small changes may occur as we improve it.
To get access, contact support@voyc.ai or your Voyc Account Executive.
Welcome to Voyc!🎉
We are excited to have you as part of the Voyc family.
Voyc makes makes performance and feedback a little easier and a lot clearer. Instead of feedback being scattered across different tools or conversations, Voyc brings it into one place where you can view your conversations, see your Highlights and share your feedback.
You bring the human side, the empathy and the customer conversations. Voyc brings the structure, the insights and the highlights so your work gets the visibility it deserves.
What Voyc does and why it matters
Voyc helps your company deliver great customer experiences by listening to and analysing calls. It highlights the moments that matter, checks for compliance and coaching opportunities and gives clear insight into how calls are handled.
By using Voyc your company can:
Spot coaching opportunities earlier
Support agents with real examples from real calls
Reduce the risk of regulatory compliance issues that could lead to fines or licence problems
In short, Voyc helps make sure customers are treated with consistence and care and agents are supported with facts rather than guesswork.
What is Agent Highlights?
Agent Highlights is the part of Voyc built specifically for you as an agent. It gives you direct access to feedback on your calls and lets you respond to it directly in the platform.
You will be able to see the calls that have been released to you, along with any comments your manager or QA team have left for you. Everything lives in one place, so you do not have to dig through chats, emails or spreadsheets to find out what was said.
The comments that are left for you are called Highlights and depending on you company’s way of work, could include:
A win or something that went well
Clarification needed by your manager
Coaching and tips
A moment that matters for compliance or customer experience
You can reply to Highlights directly inside Voyc. You can ask questions, add context or confirm that you understand the feedback. Your manager can respond to you here too. The whole discussion stays attached to the call it is about.
When your manager is happy that everything has been addressed, they can close the Agent Highlight Task . Depending on how your organisation has set up access, you may still be able to view the call for reference, or it may only be available for a set period of time.
For a full overview of all agent features in Voyc, including Agent Highlights, you can read our ALEX article.
How to create your Voyc Account
To use Agent Highlights you first need a Voyc account.
You will be invited to join Voyc by your manager or Voyc admin and receive an email inviting you to create your account.
Step 1: Open your invite email
Open the invite email from Voyc.
Under “Getting started is simple”, click the link in Step 1.
You will be taken to the Voyc account creation page.
Step 2: Set your password
📝 Note: If your organisation uses SSO for login, this step may be skipped.
On the account creation page, enter your password in the Password field.
Re enter the same password in the Confirm password field.
Select Complete and Continue.
📝 Note: Your password must contain:
A minimum of 14 characters
An uppercase character
A lowercase character
A number
A special character
Step 3: Add your personal details
You will now see the Personal details page.
Enter your First name.
Enter your Last name.
Click Complete and Continue.
🎉 Congratulations, you now have a Voyc account and are ready to use Agent Highlights.
You should receive a separate email with a login link that you can use later if you want to come back to Voyc.
To continue straight into Voyc now, click Go to Voyc. You will be taken to your home page where you can see the channels that contain your released conversations.
Here is a quick walk through the process:
How to Login to Voyc’s Agent Highlights
To log back into Agent Highlights, you can:
Use the login link from your welcome email, or
Go directly to the Voyc login page: https://app.voyc.ai/login
We suggest you bookmark the login page in your browser.
You can log in using two methods: manual login or SSO login.
Manual login
Enter your email.
Enter your password.
Select Log in.
SSO login
If SSO (single sign on) is enabled for your organisation you can log in using your Google, Azure or Okta account email.
Select Sign in with SSO.
Provide your email to log in.
Allow any permissions if prompted. This is only needed the first time you log in.
You should now be logged in to Voyc
📝 Note: Make sure you select the same account that is linked to the email address used to create your Voyc account.
Reset your password
If you have forgotten your password, you can reset it in a few steps.
On the login screen, select Forgot password?
Enter the email address you used to create your Voyc account and click Reset Password.
You will receive an email with a reset link. Click Reset Password.
The reset password page will open. Enter your new password, then confirm it in the second field.
Click Change password.
You should see a message confirming your password has changed. Select Log in now to return to the login page.
What’s Next?
Now that you have created your account and are able to login you are ready to start using Agent highlights! 🎉
👉 Next, learn about how to navigate Agent Highlights and how to view and respond to your feedback here.
The Gist
Agent Highlights changes how feedback feels for you as an agent. Instead of feedback arriving in bits and pieces, you get a clear view of your conversations and the comments linked to them, all in one place. You can respond, ask questions and add context so coaching becomes a two way conversation, not a one sided verdict.
In this article you learned what Voyc is, what Agent Highlights does for you and how to create your account, log in and reset your password. From here, Agent Highlights helps you understand your performance, celebrate your wins and stay involved in your own growth, one Highlight at a time.