1178 results found
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Admin Hierarchy Changing in Engage Voice
Currently if you delete the parent admin you have the ability to move its children to be under a different admins or put them in the root.Can this ability to move admins be implemented as an option without having to delete accounts.It would be very useful from an organizational standpoint as people join, leave, and move within an organization.
2 votes -
Stay on Call - Call Transfers - Toggle Feature
A lot of users do not like that they have to unselect the "stay on call" box when cold transferring. In our usage of EngageVoice, we direct all users to cold transfer because we utilize a chat program to inform of the incoming call beforehand. We would like to be able to toggle this feature on or off by default at the account level.
17 votes -
Add additional fields on the Engage Voice Login screen for users with multiple agent choices.
See attached. Before we were forced to switch to add our users to Service.RingCentral, our agents had multiple usernames on the engage voice side. They could pick and choose which login they would be getting into depending what campaign they needed to work. Then we were forced to link their accounts to Service.RingCentral. This changed all their login names to be connected through one login email. On the attachment, you will see when they login they have the option to choose which user they want, but the information displayed is not detailed enough to determine which one to choose. I…
1 vote -
Sound Alert to Notify Agents in Engage Voice when their Status is in RNA
Our agents work remotely 24/7 and are not always consistently in front of their computer screen or may be working in other programs. If they are put in RNA Status, a team member may not be aware of this looking at their RC screen or being alerted by another team member or supervisor. This has caused some of our agents to be in RNA status for long periods of time. In turn, this may impact or services if agents are missing calls.
10 votes -
Improve sharing of real-time analytic dashboards
Currently real-time analytic dashboards can only be shared by admins within a parent object. Children of one parent can not share outside the parent. There is no way currently to move admins within the system also.As an organization grows and changes those in leadership and those who are below them change and there is no way currently for the system to change with them besides deleting everything in the structure and doing it again or just having no structure and all admins in the root.The two ideas I have to improve this are as followed:1) Have a url sharing option…
7 votes -
Caller ID- Feature Request
When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.
1 vote -
Interaction Issue Hot Button
The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even…
18 votes -
Allow Admin to See a User from the User Prospective
SInce you changed the ability to store all passwords, we find it extremely difficult to troubleshott when issues arrise. It would be nice if RIng Central will program the ability for an admin to switch their user to see what the Agent is seing.
4 votes -
Including Maintenance and Updates in this portal
You send out emails about this and many are missed or go into a junk file and also missed. It would be helpful if this information can be on here and acceessible. You want us to communicate via the portal with you, but you promote outside communication which defeats the purpose.
1 vote -
Potential Spam
Automated system wide blocking of spam numbers to all extensions requiring no action by customers.
6 votes -
Analytics reporting for agent activity overview
Is there a way on reporting, specifically for Agent Activity Overview – if there could be an added option to pull a Range of Dates (example 12/1-12/31/2021) but have the option to have the report pull the daily details? So for example – I look at offline times for reps to calculation certain %’s into their commission – I look at it daily – however, at the end of the month I pull it for a “through” date, but would like to have the option for the report to pull daily totals in to one spreadsheet for the through time…
5 votes -
Consistent Sender Email Address for debug logs..ect
100% of the time when we are troubleshooting issues with your team we are asked for debug logs. When we request these logs from the system to send to us, they are spoofing our email address domain and sending us an email. Per our security requirements our DMARC policy will not allow these emails to be successful so we NEVER receive the debug logs. I need you to create a consistent sender email address so we can receive the debug logs without jeopardizing our security requirements.
5 votes -
API that would allow exporting scripts in JSON format.
Can an API be provided so we can export scripts on our Engage Voice account in the form of JSON?
2 votes -
Ability to take DNC's off the List thru an upload
We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match…
18 votes -
Add a filter for monthly reports to drill down to business hours only in lieu of 24 hour period inclusive
Today, I can get daily reports and filter by the hours of the day. I cannot do that for a roll up of performance of our call center at the monthly level for Sr Management level reporting
3 votes -
Allow customers to populate a custom CLID for internal calls
Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.
1 vote -
Sip Error Place it on pass options
We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will not count it as a pass but on the Gryphon is looks as though we dialed the number and it counts as a pass.
1 vote -
Increasing file size limit for file uploads when submitting a support ticket
File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded
18 votes -
Enhance the Lead Load Report
I do think it would be helpful if the dialer gave a response showing what record/field/specific text was in error and exactly where it stopped loading files containing errors. Is this something that could be added to the upload?
15 votes -
Prevent Last Agent Logout when Queue is Active 'Option"
The ask is for an option (per Queue) to not allow last agent to logout when Queue has active contacts prior to the Queue schedule closing the Queue to new Contacts. This would be helpful for customers that would like to ensure all contacts are answered when a Queue Schedule is closing, Adding an alarm to Dashboards or Email to Managers alerting them a Queue has closed per schedule with x number of active contacts would be a great addition as well.
2 votes
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