RingCentral Engage Digital

It is very difficult on Engage Digital to determine which agents are assigned to a Category. You have the ability to look up a specific agent within the admin settings and see which categories they are assigned to, but there is not the reverse of ...

Web widget would have different departments for customer to choose from, which would route the customer and their conversation to the appropriate team in RC. Would be great if there was automation in sending reviews and payment requests too.

Every time there is a holiday or company day off, I have to go into each individual channel to put an out of office. Can there just be an option to pick all channels and just do one for the whole company? Also, it would be nice to have a start and...

I've never met anyone that used/wanted a user greeting. The problem with it is it is the first option you hear when going in to record your voicemail greeting and half the time the persone records their VM on their user greeting and then they thin...

When connecting a Google My Business source to Engage Digital, we would like users to be able to synchronize a limited number of addresses in the "locations to synchronize" field, so that they only receive messages from those addresses, and not al...

Some of phishing emails are not detected. For security reasons, it would be necessary to be able to block the attachment, to avoid a download by an agent if the email has been identiifed afterwards as phising.

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 A...