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RingCentral Engage Voice

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Create a Virtual Agent Voice Bot for RingCentral

Everyone has a Chat bot, but not too many companies have a Voice Response Virtual Agent. I have been solicited by TalkDesk and they provide a Virtual Voice Bot with their basic package. RingCentral needs this kind of functionality.
Rick Versace 11 months ago in RingCentral Engage Voice 0 Under review

Evaluate Logitech H540 as an approved headset for Engage

Hello, Please evaluate (and hopefully approve) the Logitech H540 headset as an approved headset for Engage. This is a cost effective headset selection for high turnover agent populations. Thank you!
Selena Lewis 11 months ago in RingCentral Engage Voice 0 Under review

Agent Login Time Historial report log time in a hours and minutes decimal instead of showing days hours minutes and seconds instead of showing days hours minutes and seconds.

I'd like to see about getting the Agent Login Time Historial report to show times with hours and minutes in a decimal format instead of showing days hours minutes and seconds. I have tried to change the format to both Decimal (1) and Decimal (2) n...
Chris Smith about 1 year ago in RingCentral Engage Voice 0 Under review

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...
Selena Lewis about 1 year ago in RingCentral Engage Voice 0 Under review

Requested reports for Historical reporting

Requesting a couple of report additions to the Historical reporting platform: 1) Inbound Call Detail Download (from prebuilt) be added to Historical reports, with "Is Callback?" and "Agent Notes" fields 2) Duplicate Inbound Call Detail Download re...
Selena Lewis about 1 year ago in RingCentral Engage Voice 0 Under review

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 i...
Selena Lewis about 1 year ago in RingCentral Engage Voice 0 Under review

Add Agent State Change Report to Historical reporting platform

This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being su...
Selena Lewis about 1 year ago in RingCentral Engage Voice 0 Under review

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. ...
Selena Lewis about 1 year ago in RingCentral Engage Voice 0 Under review

Lead search: Add the ability to exclude a state when searching

We would like the ability to exclude a state when searching for leads. Currently we can filter by state if we want to see a single state, but can not exclude a state.
Amanda Peredo about 1 year ago in RingCentral Engage Voice 0 Under review

Dialable leads, populate only what is available to be called.

Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excl...
Amanda Peredo about 1 year ago in RingCentral Engage Voice 0 Under review