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RingCentral Engage Voice

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Row based totals in analytics

Currently we are able to create columnar based totals, sums, averages etc. on all table reports but lack the ability to create row based totals. This would be beneficial for quite a few use cases that ultimately allow the ability to stack rank wha...
Andrew Benson 1325 10 months ago in RingCentral Engage Voice 0 Under review

Add Agent State Change Report to Historical reporting platform

This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being su...
Selena Lewis 4 months ago in RingCentral Engage Voice 0 Under review

Agent Conduct Report updates please

As Prebuilt reports will be going away, we are looking for existing historical reports to replace what we currently use. We use several fields from the Agent Session Report Raw and would like to see those fields added to the Agent Conduct Report. ...
Selena Lewis 4 months ago in RingCentral Engage Voice 0 Under review

Create a Virtual Agent Voice Bot for RingCentral

Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.
Rick Versace about 2 months ago in RingCentral Engage Voice 0 New

Engage Voice - Interactions Details Report - add ability to filter by UII

Please add the ability to filter by UII to report. Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search...
Selena Lewis 4 months ago in RingCentral Engage Voice 0 Under review

Allow Engage voice users to launch manual outbound calls using frequently used numbers stored in the Phone Book

A very large percentage of our calls are outbound calls dialed manually by our agents and supervisors. Our agents frequently call out to the major insurance carriers. As such, we would like to be store these frequently used numbers in the Phone Bo...
Selena Lewis 9 months ago in RingCentral Engage Voice 0 Under review

Evaluate Logitech H540 as an approved headset for Engage

Hello, Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations. Thank you!
Selena Lewis 3 months ago in RingCentral Engage Voice 0 Under review

Allow for export of all raw data to Microsoft BI

This should not be overly complicated, we should be able to pull all the different tables from Engage Voice to create our own reports and analyze the data through Microsoft BI. This would make a tremendous boost to every client of yours ability to...
Ryan Bartlett 8 months ago in RingCentral Engage Voice 0 Under review

DELETE (ON ALL INCOMING) - Prompt me to press 1 before connecting the call

There is no option to remove the "press 1 to answer" for Non-Ringcentral numbers. This feature can only be turned off when calls are forwarded to the app or deskphone. Please it would be useful to have a general toggle button to have an option to ...
Martin Alcala 11 months ago in RingCentral Engage Voice 3 Under review

Improve sharing of real-time analytic dashboards

Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also. As an organization grows and cha...
Nick Dolan about 1 year ago in RingCentral Engage Voice 0 Under review