Within the organisation’s workspace, the Voyc Admin needs to create a Channel. These Channels are dedicated spaces for different projects or campaigns. For instance, you can create a Sale channel that is dedicated to all sales-related calls. The Voyc channel creation flow enables you to easily set up such channels on your workspace. In this article we'll walk you through the steps to create a Channel on Voyc.
How to get started with Channel creation
To begin setting up a channel, log on to your Voyc workspace. Once logged in navigate to the side menu and click on Channels to access the Channels page. From there, click on Create a Channel at the top right-hand corner.
This GIF illustrates how to get started with channel creation.
Following this, you'll be directed to the "Create Channel" page, where you'll find step-by-step instructions to guide you through the Channel creation process.
Once on the channel creation page follow the steps outlined to ensure that all channel configuration requirements are met.
Channel creation flow
Here are the steps to follow when creating a Channel:
Step 1: Add Channel details
In this step, you have to create a descriptive channel name that effectively outlines its purpose, and then proceed to select the call types (Sales, Service, Claims, Retentions) in order to tailor configurations and templates for targeted handling.
Name: Create a short, clear name for your Channel.
Language: Select your language for accurate transcription based on your region.
Channel Function: Specify the type of calls that will be hosted in the channel by selecting the appropriate option in the Channel Function field. This will help Voyc suggest suitable templates and speed up the configuration process.
This GIF illustrates Step 1 of the Channel creation process
Step 2: Add members
For the second step, you need to add members to your Channel, you can do this by:
Searching for the member and proceed by selecting their name.
Upon selection, proceed to assign their channel permissions.
📌 Take note: You have three options for Channel roles:
Owner: Holds the highest permissions within a Channel, capable of adding and deleting members, assigning channel permission, and configuring scorecards and alerts.
Contributor: Has permissions to action workflow tasks such as grading and coaching, listening to audio, and resolving alerts.
Viewer: Limited to viewing conversations and grading details.
This GIF illustrates Step 2 of the Channel creation process
📌 Take Note: If you search members and you cannot find them, this means they haven’t been added to the organisation. View this article to see how to add members to your organisation.
Step 3: Choose Scorecards Template
In this step, you'll choose a scorecards template. Keep in mind, that this step is entirely optional. Voyc provides various industry-specific scorecard templates for you to choose from. Select the template that best fits your needs, based on the channel function you selected in step 1, for example Sales.
📙 Learn more: Click here to learn more about Scorecards templates.
This GIF illustrates Step 3 of the Channel creation process
Step 4: Choose Preset Alerts
In this step you have to select your preset Alerts and customise as needed. Review and deselect any default alerts that don't apply to your context. Scroll to view and select other preset Alerts like Ombudsman threat. Click the Next Step button when done.
📙Learn more: Click here to learn more about preset Alerts.
This GIF illustrates Step 4 of the Channel creation process
Step 5: Select Integration
Step 5 involves selecting a method of integration, you may select from these options:
Direct
SFTP
API
Manual
When you were onboarding on Voyc, one of the integration options you will see in step 5 will include the integration you initially selected when your were onboarding. For example, if you choose ConnexOne during onboarding it will appear as integration option in step 5.
This images shows integration options you can select from
📙 Learn more: Check out the various integration options on the documents below:
If you choose Manual, meaning you prefer to upload conversations manually, proceed to step 6 to set up your integration.
Follow these steps to set up manual integration:
Editing your naming convention to match your calls.
Select the upload button to upload conversations to the platform.
This GIF illustrates set up process for manual integration
📌 Take note: if your calls don't match your chosen naming convention, they won't be uploaded successfully. Instead, an error message will appear, prompting you to correct the naming format before proceeding with the upload.
If you decide to select Direct as your integration option, you will proceed to step 6 to set up.
To set up Direct integration, you have to filter which calls are directed to this channel based on specific conditions. For example, we can filter calls by their direction.
If the condition is:
Call direction | is | Outbound
This means that only outbound calls will be directed to this channel.
This screenshot shows Direct integration set up process
Once you've followed each step of the process and feel confident in your selections. Simply proceed by clicking the Complete Setup button, and your Channel will be seamlessly created.
Frequently Asked Questions
Can I archive or delete a channel once it's no longer needed?
Can I archive or delete a channel once it's no longer needed?
Deleting a channel isn't an option, but you can opt to archive it instead. You can do this by clicking on Channel Settings, then on the Details tab you can switch the Channel status from Active to Archived.
How can I change member’s roles or remove them on a Channel?
How can I change member’s roles or remove them on a Channel?
You can customise settings for each role within a channel by clicking on Channel Members from there, you can edit the member’s role or remove the member from the Channel.