RingCentral Engage Voice
Publish Date: March 2023
What's New
This is the March Release Note Summary. We may provide updates on features and enhancements for Engage Voice products as we get closer to the rollout date.
RingCentral may update these Release Notes to document additional resolved and known issues.
March Release Note summary
- Supervisor: Supervisor user interface and functionality updates.
Supervisor
Previously, the supervisor page had the supervisor dashboard that listed agents and high-level agent data. Clicking on an agent gave you a detailed view of one agent and allowed a user to take actions on that agent.
This update streamlines the process into two tables, either of which can be interacted with, to give the supervisor more ways to see their agents and make it easier to take action on them.
We included the following in this update:
- Updated the Supervisor dashboard stats to include digital stats.
- Supervisor page now has two tabs:
- Agents: Table showing agent stats (by agent).
- Interactions: Table showing a list of all voice and digital interactions by channel
- Hover over an agent or interaction row and select your action: Monitor, coach, or barge-in.
- As before, columns can be sorted and reorganized to suit a supervisor’s needs.
Note: Digital features are available only for users whose digital queues are turned on.