9 results found
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Allow Email or Username/PW authentication for SFTP Message Exports
When configuring automated exports for Digital channels. It only allows configuring posting to a SFTP using a SSH key. Please either allow exporting it either by allowing it to be sent to an email; or enable username password authentication in order to post to the SFTP similar to the Prebuilt reports feature in Engage Voice.
5 votes -
Ability to view agents assigned to a Category
It is very difficult on Engage Digital to determine which agents are assigned to a Category. You have the ability to look up a specific agent within the admin settings and see which categories they are assigned to, but there is not the reverse of that scenario where you can look up a specific category and see who is assigned to it. This would be very helpful from a management perspective.
2 votes -
Custom Notification query option for "Undelivered" interactions
Recently we had a situation in which a dedicated agent working a channel had retired and the manager over that channel neglected to assign a replacement agent to take it over. This resulted in any message entering the system on that channel being immediately removed from routing mode and put into an "undelivered" queue so that when we did figure out this was happening and added an agent to that category none of the past messages would deliver to them. We attempted to build a Custom Notification to alert us to this situation happening in the future, but there is…
1 vote -
Modify From Address for Email Channels
For an email channel set up using IMAP/SMTP on Engage Digital add a way we can modify the email address the emails are sent from, even if doesn't match the one of the IMAP/SMTP settings. Similarly to how email templates function in Engage Voice.
3 votes -
Character limitation Engage Digital
Engage Digital has a global character limitation of 262,144 characters on an agent message. This is fine if the messages were going out as plain text. Our business requirements require us to send multiple quotes in HTML format within the body of the message. We discovered the HTML formatting syntax counts against the character limitation. We've had an instance where we had 385,947 characters in one message. Is it possible to increase the global limitation to 500,000 or 1 million characters?
3 votes -
Interaction Failed to Deliver - Due to misspelled email address
We have a scenario where a sent email interaction failed to deliver due to an incorrect email address. The agent received a call from the recipient. The recipient stated they did not receive the email. The agent then reviewed what was sent and noticed the triangle with an exclamation in it. Our question is, how do we alert agents of a delivery notification failure?
2 votes -
wanted to have options for the transfer the call for the 2 participant that she merged call
wanted to have options for the transfer the call for the 2 participant that she merged call
1 vote -
Creating a webchat feature that gets website visitors in touch with the appropriate team to conduct business.
Web widget would have different departments for customer to choose from, which would route the customer and their conversation to the appropriate team in RC. Would be great if there was automation in sending reviews and payment requests too.
2 votes -
Engaged Digital All Channel OOO
Every time there is a holiday or company day off, I have to go into each individual channel to put an out of office. Can there just be an option to pick all channels and just do one for the whole company? Also, it would be nice to have a start and end date/time to make it go away when the OOO is over.
2 votes
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