1448 results found
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Setting to Remove Agent Ability to Toggle Disconnect/Connect
We need a setting to remove the Disconnect/Connect toggle button for agents so that as long as they are logged in and Available they are connected (offhook).
8 votes -
API endpoint that allows us to change the agentState on the softphone. Such as if a manager wanted to adjust a reps state from available...
... to training they could do so from their own computer without logging into the agents.. Is there currently or could you provide and API endpoint that allows us to change the agentState on the softphone. Such as if a manager wanted to adjust a reps state from available to training they could do so from their own computer without logging into the agents.
2 votes -
DNC options to be more transparent
Suggestion is to make DNC options more transparent to customers from UI. For example:
- Third party options (DNC.com and Gryphon Networks).
- Why is DNC org ID only a super admin level change?3 votes -
Ask an Expert improvements
There are a few things that would make this feature easier to use.
1. When you drop the list down, there isn't a complete list of MVP users with presence. This is required if an agent is on an active interaction and needs a quick response.
2. when the expert replies, the agent gets no notification in the RingCX Agent Interface and the agent has to use the MVP app to see the response.3 votes -
Engage Digital - Internal Draft Save Feature
Currently there is no way to save an ongoing draft of an email within Engage Digital and load it back up later, instead it seems a work in progress email is cached locally. Our agents are having to save drafts in a word doc or notepad file and then come back and copy and paste it into the tool when ready to answer an email. They have requested some way of saving and managing in-progress replies in a cleaner manner within the Engage Digital tool.
1 vote -
Engage Digital - Turn off hidden history feature "..." per channel
Our agents and Operations managers have asked if we can disable the hidden history portion that Engage Digital implements when an email message is imported into the system as it often hides necessary information automatically and agents find themselves either overlooking the small "..." option or having to constantly expand it. Currently this is something that cannot be disabled but we would prefer it be a toggle within the channel settings to adjust as necessary.
1 voteMichael,
maybe we should have this toggle for the whole account, not per channel level. or do you have some channels where the teams want it and on other don't?
Thanks,
Grigori
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Engage Digital - Add search tag to allow searching of hidden historical information "..." within an email
Currently Engage Digital's search feature does not locate information within an email thread if it is hidden behind the historical truncation feature that is applied when an email is imported into the system ("...") . The search feature fails to find anything that may be truncated. Would like to add a search tag to cause the system to also include the hidden information in an email to be able to locate a thread based on information being hidden by the system.
1 vote -
Engage Digital - Allow message composition pane to be undocked into its own window to increase size
Agents have requested the ability to undock the message composition pane when responding to an email interaction into its own browser window that could be expanded in size manually or full screened. This would provide agents a larger space to work in when necessary.
1 voteReady for beta
Grigori
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Engage Digital - Add ability to change Font style and size in Email channel messages
Out agents would like the ability to change the Font style and size when crafting an email message (new or reply) within Engage Digital.
1 vote -
No option to cancel/undo in Studio Editor Tool
Missing options for the IVR or Script Studio editor to cancel or undo an action. The UI only presents Save & Close when editing an element and Save for the overall Studio tool.
3 votes -
RingCentral for SalesForce/RingCX improvement BYOT to provide Dynamic Voice Routing in SFDC
The request is for BYOT to provide Dynamic Voice Routing w/in SFDC.
2 voteshttps://support.ringcentral.com/article-v2/using-ringcx-for-service-cloud-voice.html?brand=RingCentral&product=RingCX&language=en_US
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Report on number of emails\interactions created per domain for a channel
We would like to report on the numbers of emails\interactions received per domain within an email on Engage Digital for a specified time period. For example we would select a channel, choose a time frame (for example the last 30 days) and the report would provide us data on how many emails were received from an @boeing.com, @amazon.com, @travelctm.com, or @gmail.com address. This could be a prebuilt report or functionality to do so via Advanced Analytics\Dashboard. Currently we can export raw data and manually work with it to find to find this information.
1 vote -
Recordings Delivery
Recordings Delivery should support digital interaction transcripts for long term retention requirements. It should be implemented the same as Recordings Delivery for Voice.
3 votes -
Clarify options in Requeue Shortcuts Main Panel
Requeue Shortcuts main panel displays a dropdown list with 2 options for Requeue Shortcut Groups. The default is Advanced, but the UI shows a message asking the user to "Please verify the Requeue Type - This feature will only work if the Requeue Type above is set to 'Shortcut'."
If this option doesn't work, there should not be an option for the user to select it. Additionally, if you select the Shortcut option, there is nothing else on the page other than a message saying "There are no Configured Shortcut Groups" and it is unclear where those are configured.2 votes -
Agent Tool Rewording/Clarification
Organization of Agent Tools is not very clear. Knowledge Base is under Voice, but should apply to any interaction type and Email Templates is under Voice, but Email is a Digital interaction type.
2 votes -
More clear to quicklinks and help pages
It is unclear how to get back to the Quick Links & Help page seen when first logging in. Users have to click on the logo on the top of the window to get there. Links on that page should also be available on the left navigation bar. The current experience forces the user to remember where to go to access something not found in the left navigation menu. There needs to be a single source of resources for users to access and needs to be consolidated.
2 votes -
Improve Zoom/Scrolling Behavior
When using a touchpad that supports 2-finger scrolling, the workspace zooms and the position of the items moves to left and up so you have to use the mouse to move things around instead of scrolling. It's very difficult to navigate and the zoom is too granular to be useful.
2 votes -
In Pop-up window, unable to view all options
The edit pop-up windows for nodes gets cut off and forces the user to maximum browser window to see all the options and Save button. The window can't be moved so there is no other way to see all options which adds steps to a user's workflow. This is inconsistent from Script Studio, which only shows a maximized pop-up.
2 votes -
Correct inconsistent experiences in Agent Scripting Editor
Several areas of the agent scripting editor are not consistent with the UI of IVR scripting. Editing properties of a widget window, widget naming, JavaScript editor window, etc.
2 votes -
Improve Text to Speech w/o requiring recording audio prompts and calling APIs via JavaScript
Goal is to extend the use of Text to Speech for Get input and Play audio widgets. Current use is limited to Say var. This would give an option that doesn't require recording audio prompts and would improve speed to deploy script changes on deployment and in production.
2 votes
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