166 results found
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Digital Inbox Improvements
If no agent is available to accept a digital message, it ends up in the New Messages folder. Once there, any agent that has access can Engage, Recategorize, or Assign it to another agent (including themselves. Engage does not place the message in the Agent's active message thread list - it moves it to their "My Inbox" folder. Once there, the UI for interacting with the message is completely different than the UI for messages routed to you from the Queue. I can't access the Customer Card unitl I click on the Customer's name where I will see the customer…
3 votes -
Quick Reply button on Automatic Messages
Impliment ability to output quick reply button on chat channels for automatic message - it is already implimented in the smart close flow where a user can click 'Yes' or 'No' post chat
https://developers.facebook.com/docs/messenger-platform/send-messages/quick-replies/
1 vote -
custom reports in engage digital
Ability to create custom reports to recreate certain reports with added data
1 vote -
RingCX Digital internaction - Inbox mode - Tag or mention internal users
RingCX Digital internaction - Inbox mode - Tag or mention internal users
(Similar to Front's feature) -
-Shared inbox/folder.
-All users have visiblity to all interactions received, can engage on the same thread and tag or @mention an internal user for consult or discussion - that message is private and won't be seen by the customer
-Contact Card details - filter historical conversation for last 7days or different date range filter and Notes can be shared privately/with other users4 votes -
RingCX needs the ability to select which DID to use for outbound SMS.
The RingCX platform needs to support manually choosing which DID to use for outbound SMS. Right now, it only uses the primary DID associated with the RingEX user.
Use Case:
* The customer needs to use a Digital Number assigned to a RingEX user for an outbound SMS messages and not the Primary Numer (which is what it uses today)3 votes -
Engage Digital - Create WFM IEX feed to take into account time spent working in ED
We utilize the NICE inContact WFM IEX tool and during setup we were told it would be able to integrate with Engage Digital to take into account work done in that tool as well as within the Contact Center for forecasting\staffing, however to date that is not something that has been configurable. We would like to see a specific data export that could be automated from ED into IEX in a format IEX can utilize to account for time spent by our agents working in Engage Digital to fully take advantage of using both products.
2 votesPlanned ·
AdminChris DeLeon
(Sr. Manager, Customer Experience Solutions Engineering, RingCentral)
responded
WFM APIs are available on RingCX for Voice. Digital WFM APIs are planned to be implemented
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API availability for SMS and Email outbound
Requesting the availability of an API to send SMS or Email via created channels in RingCX Digital.
Aware that there is a method to send SMS via RingEX but that doesn't work for International as RingCentral doesn't offer SMS outside of North America.
Example usage, customer CRM has a send SMS or send Email button. We would like to configure this to utilise the channels already configured in RingCX so that outbound interactions are reportable & any responses then route back through to RingCX agents.
2 votes -
Add Email template Tags for Customer Name, and notes to be automatically included in email templates
When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.
It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.
2 votes -
To see the Subject line for new emails
To see the Subject line for new emails when they pop up.
4 votesWhy is this important?
Potentially this can lead agents on picking and choosing what they accept or not based on the title
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Improvements to Messaging visual library configuration
For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this
The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience
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…
4 votes -
Auto text leads in CRM from the same area code they are using
Auto text leads that enter our crm from the same area code they are using. It's local presence but for sms messages.
2 votes -
Manual Outbound SMS
Other than from Inbox mode, the ability to send manual outbound sms messages. Additionally, the ability to escalate a phone call with a manual SMS/email and to create outbound campaign for SMS / email / chat or messaging notifications.
5 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 -
Inbound SMS to appear on all logged in agents
When SMS comes in through the SMS Channel, there should be an option to configure it so that the same SMS shows up at the same time across all agents logged in.
1 vote -
SMS support for CCRN RingCX numbers
CCRN DIDs for RingCX need to support SMS handling in the RingCentral App. This works in RingCentral Contact Center today. Our existing RingCentral Contact Center needs this functionality to move to RingCX.
1 vote -
Disposition UI needs to be easier to use
Applies to RingCX Voice and Digital: The UI for viewing a list of dispositions associated with Voice and Digital queues is not easy to use. You have to scroll the table to the right to access delete or edit buttons and the rest of the columns show details that can't be edited in place so there's no need to display all the setting in the table.
2 votes -
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
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