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RingCentral Engage Digital

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Engage Digital - Allow multiple routing strategies for different email channels

Currently the Engage Digital system requires all asynchronous routing channels to use the same routing strategy, we would like to be able to create alternate routing strategies with different time frames set for the routing steps and assign a subs...
Michael Blackwell 12 days ago in RingCentral Engage Digital 0 New

Engage Digital - Add SSO Azure configuration similar to RC Office

To avoid having to manage another login we would like Engage Digital to be able to configured in a similar manner to the RingCentral Office portal to allow integration with Azure for Single Sign-On configuration. Previously told this was coming fo...
Michael Blackwell 12 days ago in RingCentral Engage Digital 0 New

Engage Digital Analytics Designer - Export to .pdf misses information

When you export a report as a .pdf file from the Analytics Designer it only ever exports a 1 page .pdf regardless of how much data is on the report, so if the reporting data makes up more data than can fit on 1 page of a .pdf all of that extra dat...
Michael Blackwell 12 days ago in RingCentral Engage Digital 0 New

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 f...
Michael Blackwell 12 days ago in RingCentral Engage Digital 0 New

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 repo...
Michael Blackwell 23 days ago in RingCentral Engage Digital 0 New

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 firs...
Michael Blackwell 23 days ago in RingCentral Engage Digital 0 New

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 ord...
Daniel Vega 5 months ago in RingCentral Engage Digital 0 New

Give possibility to calculate the SLA on FB Messenger over all responses, not only the on the first response.

I'd like to know the service level from the first response to the last response. How quick are we to respond to the customer requests. Actually, I can get from Dimelo the Average Time of Response, but I'd like to know how many responses were given...
Guest almost 3 years ago in RingCentral Engage Digital 2 Future consideration

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.
Daniel Vega 11 months ago in RingCentral Engage Digital 0 Under review

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 t...
Glen Shade 11 months ago in RingCentral Engage Digital 0 Under review