202 results found
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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 -
Allow editing of Messaging Visual Library to change associated Channel
Visual messaging library for Chat Channels are tied to a specific channel once saved but cannot be changed even if there are no active triggers. For better usability, the system should allow re-assignment of the visual library item to another channel
3 votes -
Improvements to Ignored Message Functionality
The requested change would be to change the terms "Ignore/Ignored" to "Archive/Archived" (for the folder name, the message action button and the query used to populate the folder). Additionally, once a message thread has been marked as "Ignored," you can still see the button to "ignore" the message - it should be changed to "Unarchive" to allow a message to move to a different status or remove the button completely if a message cannot be removed from the archive/ignore state.
5 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 -
2 votes
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3 votes
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directory integration
The client wanted to have an easier access to the active directory files on RingCentral. An option to toggle turning off and on the email notifications.
1 vote -
Make Identity/Identity Tags more user friendly
The use and configuration of Identities and Identity Tags is not clear. The page shows a list of records, most of which are grayed. The rows that are not grayed out can be edited, but the only option is a checkbox for Controlled Entity.
3 votes -
Simplify process of customizing webchat
Customizing Webchat requires editing CSS and HTML code. Many customers will not have this capability and the lack of a preview limits the ability to make changes without a lot of experience with CSS and HTML
3 votes -
Allow Email or Username/PW authentication for SFTP Message Exports
When configuring automated exports for Digital channels. It only allows configuring posting to a SFTP using a SSH key. Please either allow exporting it either by allowing it to be sent to an email; or enable username password authentication in order to post to the SFTP similar to the Prebuilt reports feature in Engage Voice.
5 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 -
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 -
Create similar UI for email templates in Digital and Voice sections
There are 2 places where an admin can create an email template: Voice and Digital. Voice provides a basic UI to pre-fill fields like From, To, & Subject and use Tags. Digital requires editing HTML code with an extra step to submit it for preview. The Voice email templates appears to be tied to outbound dialer campaigns. This feature should be consolidated into a single UI.
2 votes -
2 votes
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