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  1. When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.

    Example:
    Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
    The VM call from caller ID is from 734-999-9999.

    That number is associated with John Smith, a customer profile visible from a previous interaction
    with that customer.

    We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…

    23 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  2. Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.

    10 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  3. Issue: Previously, we have the ability to restrict "Inbox" per an agent type - Admin, Supervisor, Agent. However, now the new interface no longer allows us to do that. It was changed to "Team" but we do not have a team setting.

    6 votes

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  4. In RingCX, provide the ability for an agent to manage their own Email signature as well as the ability to add links and images in the email signature to really make it customization and professional

    2 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  5. This account would like to have the ability to view the entire email thread and not only leave the newest message.

    3 votes

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  6. A custom report that provides data on how the agent responded to the digital email. Must include the actual message sent.

    2 votes

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  7. There should be an ability to filter and delete in mass specific messages in queues.

    Right now, when a queue is hit with spam, one has to select each message one by one and either ignore or recategorize them.

    1 vote

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  8. The chat feature will implement an inactivity timeout, triggering an auto-response message if the customer remains unresponsive or inactive within a set threshold. Similarly, this inactivity timeout can be applied to the agent side; reaching this threshold would impact the agent's performance metrics as per the Service Level Agreement (SLA).

    9 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  9. Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).

    5 votes

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  10. Currently the Engage Digital system requires all asynchronous routing channels to use the same routing strategy, we would like to be able to create alternate routing strategies with different time frames set for the routing steps and assign a subset of email channels\categories to that alternate strategy. This would allow us for example to have some email channels that have the reply step that attempts to route back to the same agent that sent the last response set at 1 hour and others set at 30 minutes.

    15 votes

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  11. 1 vote

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    New  ·  0 comments  ·  RingCX Digital Only  ·  Admin →
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  12. Engage Digital - Removing "Pending Interactions" on Agents

    1 vote

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    New  ·  1 comment  ·  RingCX Digital Only  ·  Admin →
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  13. Impliment ability to output quick reply button on chat channels for automatic message - it is already implimented in the smart close flow where a user can click 'Yes' or 'No' post chat

    https://developers.facebook.com/docs/messenger-platform/send-messages/quick-replies/

    1 vote

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  14. Ability to create custom reports to recreate certain reports with added data

    1 vote

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  15. RingCX Digital internaction - Inbox mode - Tag or mention internal users
    (Similar to Front's feature) -
    -Shared inbox/folder.
    -All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
    -Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users

    4 votes

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  16. We utilize the NICE inContact WFM IEX tool and during setup we were told it would be able to integrate with Engage Digital to take into account work done in that tool as well as within the Contact Center for forecasting\staffing, however to date that is not something that has been configurable. We would like to see a specific data export that could be automated from ED into IEX in a format IEX can utilize to account for time spent by our agents working in Engage Digital to fully take advantage of using both products.

    2 votes

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  17. Requesting the availability of an API to send SMS or Email via created channels in RingCX Digital.

    Aware that there is a method to send SMS via RingEX but that doesn't work for International as RingCentral doesn't offer SMS outside of North America.

    Example usage, customer CRM has a send SMS or send Email button. We would like to configure this to utilise the channels already configured in RingCX so that outbound interactions are reportable & any responses then route back through to RingCX agents.

    2 votes

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  18. When a message is assinged directly to an agent in routing mode, it shows in my inbox and not my messages.
    Make it so these messages show in my messages, this would negate the need for agents to look in my inbox and they can simply work from my messages.

    1 vote

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  19. Allow email sigatures to support html so company branding/style guidelines can be followed. Currently only text signatures are supported

    1 vote

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  20. Auto text leads that enter our crm from the same area code they are using. It's local presence but for sms messages.

    2 votes

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