43 results found
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Engage Digital - Some emails in routing mode channel do not route to agents, all should do so
All types of "Undeliverable" emails in a routing mode category\channel should route to agents to action via routing mode. Currently some do not and stay in the system unless manually sought out and closed. RC Case # 16767014 for additional background
1 vote -
Engage Digital - New Email Message should route back to agent that started similar to reply
When a user creates a new email message on the platform within a channel by choosing "+ New Message" within the Inbox view if the client replies the system does not treat that as a reply and attempt to route the message back to the same agent that started it, instead it routes to anyone assigned to the category\skill. We would prefer it attempt to route back to the same agent that started the email interaction using the "interventiontarget"\"threadtarget" step of the routing strategy for the time period defined for that step, then move on to the "default_target"…
3 votesWill Not Implement ·
AdminChris DeLeon
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
This enhancement will be provided within RingCX
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RIngCX - Inbound CNAM for calls to CCRNs
Request the ability to query either an internal (RC DB) and/or external resource(Bandwidth or alternative) to obtain calling name (CNAM) for calls sent to a RCX CCRN via the PSTN to be displayed to the CC agent and/or available in reporting logs.
11 votes -
Engage Digital Analytics Designer - Export to .pdf misses information
When you export a report as a .pdf file from the Analytics Designer it only ever exports a 1 page .pdf regardless of how much data is on the report, so if the reporting data makes up more data than can fit on 1 page of a .pdf all of that extra data is left off the report.
1 vote -
RingCX Click to Dial - Chrome Ext
Customer would like to be able to click to dial from RingCX within their contacts inside their CRM, Clio Grow. They do work in Clio Grow within their web browser, not an application. They want to accelerate time it takes to dial out, but cannot do any type of auto dialer / lead lists for legal reasons. In addition, most of the time these are calls for specific contacts aligned to agents, so it would not make sense to have to fetch leads.Having this feature would provide ease of use, and drive efficiency of agents.
3 votes -
VDI Plugin for MAC
Add VDI plugin for MAC users
23 votes -
Agent Schedules
Customer mentioned this is something Vonage has:While in supervisor console, we have the force logout feature. Looking to have the ability to set agent schedules to automatically log them out when their shift is over.
3 votes -
Ease of use when customizing Historical Reports
Some reports have 20+ columns and many may not be relevant. There should be a way to select which columns are needed in the resulting display of the prebuilt report without forcing the user to clone the report, edit and then run it to just see only the data they need
2 votes -
Add ability to export Real-time dashboards
In the Analytics section of RingCX, you are able to export all dashboards/reports other than "Realtime Dashboards." It would be more consistent to be able to export everything
2 votes -
cu wants a feature that can trigger vm of the cellphone they are calling
cu wants a feature that can trigger vm of the cellphone they are calling.they are using engage voice to do an outbound calls and calling cellphone numbers, they want a feature that if the cellphone was not answered it will trigger the vm of the cellphone being dialed. already explained that its a setting of the cellphone carrier. cu is insisting other service provider like genesis can do that. they want a similar feature.• Customer name: Madelyn Harris
• Account Name: Indiana Partnership 211 Main1 vote -
need to create a report that shows all SMS activity by line
need to create a report that shows all SMS activity by line
7 votes -
Need DNIS changes added to the Audit Log
Please add DNIS changes to the audit log so we can see when a DNIS was changed, by whom, and what the change was.
1 vote -
Distinguish Look of AWS 80 from AWS 82
Would be nice to be able to distinguish from these two servers. When you have to use both, it can get confusing. Something so small as changing the color of the blue bar on the left would suffice. Make it orange?
1 vote -
Would be better if the system does have a way to prevent calls that are intended for the previous owner of the number.
New sign-up but kept receiving calls looking for the old company
1 vote -
Ability to paste image in ED instead of attaching file
it's more convenient and efficient if we have the ability to paste image in ED instead of saving and uploading the file to attach.
2 votes -
Folder mode configuration enhancement
Request from customer account team below:Product limitation at hand is that when we configure all queries needed within one folder to show the appropriate interventions, all SOLVED interventions remain in said folder -Customer NEED:-to be able to view NEW, Assigned, and all corresponding replies on open interventions, but have solved interventions refiled into the solved/history folder – these should NOT be shown within their main inbox -ASK:-Extend system functionality to allow for additional folder queries simultaneously on interventions. Such queries should include but not limited to:-NEW/Unassigned-OPEN-ACTIVE/ASSIGNED -allow functionality in which replies on previously solved cases move back to NEW status…
2 votes -
Option on Admin UI to extend agents auto disposition timeout
Currently if you select the option auto disposition on time out within a disposition , you can only select one time frame for that option. What we need is an option for the admin to extend the disposition time out with a button on the admin ui .This would allow the admin to extend the time the agent has to input the correct disposition,
3 votes -
Agent AHT
We need to have a parameter that calculates the time spent on a task same as AHT but excluding the time spent waiting for a customer reply. By this, I can calculate a KPI for the agent as part of his evaluation.Currently, we can’t depend on the AHT because the AHT might be higher because of customers’ behavior where the agent is ready to answer but is waiting for the customers' reply.
1 vote -
Embed integrate Engage Digital to RC APP/ RC Office
A number customers are interested in having Digital to be integrated with Ringcentral Office.Utilize RC App with Digital.Although we plan to integrate this with Engage voice most customer prefer RC Office as the ability to answer multiple direct calls and queue calls at the same as well as they have their direct voicemail boxes.this is a common request from SMB.
1 vote -
Facebook Event Integration to RingCentral Engage Digital
Customer comments under Facebook live event reminder posts don’t flow into RingCentral Engage Digital and thus, Telenor agents are unable to reply comments for that particular post.More information on facebook events can be found in this link - https://www.facebook.com/help/210413455658361
2 votes
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