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RingCentral Engage Voice

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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 about 13 hours ago in RingCentral Engage Voice 0 New

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 about 13 hours ago in RingCentral Engage Voice 0 New

Lead search: Add the ability to exclude a state when searching

We would like the ability to exclude a state when searching for leads. Currently we can filter by state if we want to see a single state, but can not exclude a state.
Amanda Peredo 2 days ago in RingCentral Engage Voice 0 New

Dialable leads, populate only what is available to be called.

Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excl...
Amanda Peredo 3 days ago in RingCentral Engage Voice 0 New

Add fields from Prebuilt reports to Historical reports

With the sunset of Prebuilt reports, please add the following fields to the Historical reporting platform: "Agent Call Notes" and "Is Callback" from the Prebuilt Inbound Call Detail report. "Logout DTS" from the Prebuilt Agent Session report
Selena Lewis 13 days ago in RingCentral Engage Voice 0 New

Voice Broadcasting

We do a lot of outbound calling for our clients using Engage Voice. I would like to suggest a feature called Voice Broadcasting. Voice Broadcasting is a feature that would allow for a recorded voice message to be played while calling outbound whet...
Chris Smith 29 days ago in RingCentral Engage Voice 0 New