1472 results found
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Engage Digital - Agent Historical State View
We have had instances of our Operations managers asking why a pending email interaction has not routed to someone on the team during a certain period of time and them suspecting the tool is not working as intended. We have a way to view current agent state in the supervisor tool, but not a way to view the historical states of an agent to see if they were available during a specific time period (when they changed states from unavailable to available, how long they stayed in each state, etc.). The NICE inContact Contact Center does this in a very…
2 votes -
Engage Digital - Allow Customer Identity pane to be collapsed to increase screen real estate for email replies
The Customer Identity pane is always open taking up space within the interface, but not necessarily always needed by the agent. Feature request is to add a button to allow the agent to collapse that pane when not in use to expand screen real estate for the email reply composition window to be larger.
2 votes -
Engage Digital - Automatic Refresh toggle for Inbox view
Our agents experience a significant amount of collisions when working email interactions where multiple agents end up working on the same email interaction. When investigated this tends to happen due to the Inbox view mode becoming out of date relatively quickly, so while an interaction may have been routed to an agent via routing mode Inbox mode does not reflect that unless it is manually refreshed. The feature we would like to see added is an automatic refresh while on the Inbox mode page every 15-20 seconds or so to avoid that view becoming too out of date. This could…
2 votes -
End recording in MAX without disconnecting
The RC app allows you to record and then stop recording but continue the call. In MAX when you press the record button the only way to stop recording is to disconnect the call. We need to be able to stop recording but continue to talk on the phone to the caller as we take recorded statements but then continue conversations. Having this feature in one app but not the other doesn't make a lot of sense.
1 vote -
Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes
Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes
1 vote -
Add Location Information to DFO / Digital Channels
Adding Location and Country information to the interaction details displayed to agents would be helpful for some customers as part of the authentication process and to prevent fraud.
2 votes -
Manual Dial Queue Selection
Customer wanted a permission to force their agent to select Voice Queue Group before they will be allowed to place a manual call.
Currently agents can make manual call even though they are not selecting a voice queue group
1 vote -
Ability to prioritize agents assigned to a Category
Similar to how you can control the "proficiency" setting within an ACD skill on the inContact Contact Center product today we would like to be able to control which agents assigned to a Category on Engage Digital are preferred to be routed to first if available based on a priority\proficiency ranking with available time breaking a tie between two agents with the same setting. We often have a setup of 1 or 2 main agents for an account with other backup agents assigned to the same Category to cover when the main agents are unavailable and there is no way…
1 vote -
2 votes
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Add ability to create Requeue Shortcuts in centralized place and assign as needed
At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.
14 votes -
Additional Options for Automated Exports (other than SFTP)
Automated exports only support SFTP as a destination for exports, Request is for a parallel capability to the Voice Recordings Delivery feature where SFTP and AWS S3 is supported.
4 votes -
Customer Information as an icon
The goal is to have access to Customer Information as an icon, which should then be searchable. Then an agent would be able to contact by phone, sms, email or any private social channels.
3 votes -
3 votes
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Ability to use different Pre-Recorded voicemail messages within a RingCX campaign
At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.
2 votes -
Client wants to add the reject button to the preview dialer configuration
Client wants to add the reject button to the preview dialer configuration
1 vote -
On/Offhook Reporting by Aux State
Current reporting capabilities can only show total offhook time for a day. However, agents can be offhook in aux states other than Available. Example- Agents can toggle offhook while in lunch aux. We need reporting that gives us the ability to understand offhook time in each aux state.
10 votes -
Ability to Mix & Match Licenses for integrations with RingSense
Would like the ability to have, for example, 100 licenses for RCX but then only 25 licenses for RingSense.
1 vote -
hours of operation - add
In Hours of Operation, you can put a SKL into a Meeting under Override Branches, so that the meeting prompts play. There is currently an Expiration Date/Time, however, my management team is hoping that a Begin Date/Time option could be added so that the meeting can be scheduled at the the beginning of the day and they would not need to go in at the time the meeting starts to put it in Meeting override.
1 vote -
Improvements to Ignored Message Functionality
The requested change would be to change the terms "Ignore/Ignored" to "Archive/Archived" (for the folder name, the message action button and the query used to populate the folder). Additionally, once a message thread has been marked as "Ignored," you can still see the button to "ignore" the message - it should be changed to "Unarchive" to allow a message to move to a different status or remove the button completely if a message cannot be removed from the archive/ignore state.
4 votes -
directory integration
The client wanted to have an easier access to the active directory files on RingCentral. An option to toggle turning off and on the email notifications.
1 vote
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