1450 results found
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Add send voice note option in the SDK
It's helpful for the customers instead of typing their inquiries. Also, the chatbot can handle it so it's an advantage
3 votes -
Bring Back Ability to Enter Special Characters in From Field of Email Templates
After moving from the https://portal.virtualacd.biz/legacyagent/#/login URL to the new https://engage.ringcentral.com URL, our agents can no longer send email templates that have special characters in the from field (the send email button is grayed out until the special characters are removed). This was a useful feature because it allowed us to give email addresses labels, which has been requested from clients in the past when sending out emails for outbound campaigns. Here's the formatting we want to be able to use on the new platform: 'Email Label'exampleemailaddress@exampledomain.com. This way, when the customer receives the email, they will see a…
3 votes -
Voice Broadcasting
We do a lot of outbound calling for our clients using Engage Voice. I would like to suggest a feature called Voice Broadcasting. Voice Broadcasting is a feature that would allow for a recorded voice message to be played while calling outbound whether the call is answered live or by voicemail. The other dialer we use in a separate bushiness unit has the ability and we would like to eventually use one dialer but cannot if this feature is not available. Please let me know if you need further explanation of what I'm suggesting.
3 votes -
Engage Voice - Interactions Details Report - add ability to filter by UII
Please add the ability to filter by UII to report.Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search for a specific UII.Thank you
3 votes -
Allow for export of all raw data to Microsoft BI
This should not be overly complicated, we should be able to pull all the different tables from Engage Voice to create our own reports and analyze the data through Microsoft BI. This would make a tremendous boost to every client of yours ability to analyze data.
3 votes -
Agent Conduct Report updates please
As Prebuilt reports will be going away, we are looking for existing historical reports to replace what we currently use. We use several fields from the Agent Session Report Raw and would like to see those fields added to the Agent Conduct Report.Specifically, please add fields for these time buckets - Break, Away, Training. We have a custom bucket, IT Tech, which would be very helpful. Login and Logout time stamps would be great as well.thank you
3 votes -
Review Poly Blackwire headsets for approved list
Please review/evaluate the Poly Blackwire headsets (specifically the 3320) for possible approval for recommended headset list. Our teams work completely remote and as with most call centers, have a regular rate of turnover. Oftentimes, equipment is not returned. Therefore, we would like RC to evaluate the Poly Blackwire headset to be added to the recommended list of headsets as it is cost effective alternative to the higher priced bluetooth options.
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 -
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 -
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.
3 votes -
Engage Digital Analytics Designer Email Channel - both # of Interactions and SLA on one report
We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422
3 votes -
Show Who Has Clicked "Start Dialer" on the Real-Time Dashboard
Issue :
The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.What is the Proposed Solution?
We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
Dialer Not Clicked: The agent is logged in…3 votes -
RingCX Historical Dashboard Export to PDF
Description:
It would be highly beneficial to have the Ability to Export RingCX Historical Dashboard that would fit or resize the contents to show all data within a single page. Currently the system renders the dashboard at its native, on-screen layout and does not automatically resize or fit-to-page. When a dashboard's visualization is wider or taller than a standard document page, the content will unfortunately be clipped in the exported PDF rather than scaled down to fit.Use Case:
The ability to control the export to PDF for a quick overview at a glance instead of downloading the excel or…2 votes -
Include agents with 0 result/count
Currently, the reporting system omits agents who have zero interaction counts when filters or metrics are applied. Please add a feature that lets admins include all agents in filtered reports—regardless of activity, with a '0' or blank placeholder so that we can see the full team's performance.
2 votes -
Report
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.
2 votes -
Improve AI/IVR Case Creation Logic to Prevent Duplicate or Incorrect Support Cases
Idea Description
Currently, the AI-assisted IVR case creation system when calling RingCentral support may incorrectly generate new support cases when customers call to follow up on an existing case. In some situations, the system also associates the case with the wrong account or contact, causing confusion for customers who receive case notifications for issues they did not open.
Example Scenario:
A customer called RingCentral Support to follow up on an existing open case related to another account. Instead of linking the interaction to the active case, the AI system automatically created a new support case under a different account and…
2 votes -
RingCX Analytics Historical Reports Column Slider Adjustment
RingCX Analytics, creating a private historical report, using metrics.
The column to search for metric data such as Queue Inbound Answered Interaction should be adjustable from left to right so that admins can see the full name of the metric.
Currently there is a question mark icon next to the metric that will display the full name and additional information, but without knowing all the names of the different metrics available, it can be time consuming highlighting the question mark for each one.
I did find that if I rename the metric, then the full name will display below the…
2 votes -
RingCX Realtime Reporting: Agent Disposition
Proposed Enhancement Request:
- Ability to view, in Live Reporting, when a call has ended and how long an agent remains in After Call Work status until they manually return to Available.
- Ability to view when an agent completes their call disposition in real time.
- Additional live reporting metrics or indicators that help supervisors monitor extended ACW activity and pending dispositions without needing to pull (historical) reporting.Current Limitation:
- At this time, Admins/Supervisors/Managers can only determine ACW duration by pulling (historical) reports after the fact. There does not appear to be a live reporting capability that shows…2 votes -
Email alert when all logged-in agents are in "working" state and callers are waiting
When a RingCX queue has agents logged in but all of them are in a "working" (busy/not-available) state, callers sit in queue with no signal to operations that the queue is effectively unstaffed. Idea suggests that RingCX to send an email to a configured address (e.g., the floor manager) the moment that condition occurs, so someone can intervene.
If the queue is open, and there are agents logged in but in a "working" state, a caller can be left waiting indefinitely. Would be helpful to have the ability to send an email to a specific email address so the management…
2 votes -
Increased attachment size support for email channels | RingCX
We are requesting a feature to increase the attachment size limit for email channels beyond 10 MB.
Outlook/SMTP limit is between 20-25MB so I would expect that since we use Outlook to provision emails it would be the same.
I would like to send larger attachments to our clients/customers, as the current 10 MB limitation prevents us from attaching bigger files. This restriction is impacting our ability to send necessary documents, and we are requesting increased attachment size support for email channels.2 votes
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