RingCentral Engage Digital
February Release Note summary
- Admin
- Engage Surveys
- Added a button to duplicate survey forms for Engage Surveys.
- Enforced one response per intervention for Engage Surveys.
- Improved display for rules engine events in the audit log.
- Added username columns for content thread export.
- Added Category selection strategy for SLA Indicator.
- Engage Surveys
- Agent
- Improved display of WhatsApp quoted replies.
- Introduced My settings menu for keyboard shortcuts (beta).
- Supervisor
- Agent Supervision V2
- Added ellipsis and tooltip for longer names for Agent Supervision (beta).
- Agent Supervision V2
- Various improvements
- Case management
- Introduced auto-generation of cases for the new Case management feature (beta).
- Added new API Endpoints for the new Case management feature (beta).
- Added events for Case management feature (beta).
- Added support for custom alert notifications in case of problems.
- Improved design, color, and timer for SLA Indicator.
- Case management
Notices
LinkedIn Connector GA
As our LinkedIn Connector Beta is coming to a close, please don't hesitate to contact your account manager for your last opportunity to participate in the BETA or to enquire about the General Availability (GA) Release.
Agent Supervision
In February and March we are rolling out our new and improved Agent Supervision with improved UI, new sorting options and a status filter (global & channel group)
Reminder Notices
Send message shortcut - General availability
Engage Communities Renewal
Survey provider change
Beta features
Contact your account manager if you want to be a part of any beta program.
Admin
Engage Surveys: Added a button to duplicate survey forms for Engage Surveys
Users can now duplicate or copy forms in Engage Surveys.
Engage Surveys: Enforce one response per intervention for Engage Surveys
Survey respondents can now only answer the survey once per intervention. If the survey has been completed and the respondent tries the survey link again, they will see a thank you for completing the survey message.
Admin: Improved display for rules engine events in the audit log
When viewing an audit log, rules will display the rule name and the rule ID. Rule ID is now a link that will direct the user to the rule edit page.
Admin: Added username columns for content thread export
Added a username column to the exported file for the Threads export.
Admin: Added Category selection strategy for SLA Indicator
In the Channels settings, you can select the filtering strategy and the categories to filter for the SLA indicator.
Agent
Agent: Improved display of WhatsApp quoted replies
When a customer quotes a message in WhatsApp, the sender’s name is now included in the quoted message.
Agent: Introduced My settings menu for keyboard shortcuts
We changed the Keyboard shortcuts menu to the My settings menu.
Supervisor
Agent Supervision V2: Added ellipsis and tooltip for longer names for Agent Supervision
We improved the display for longer agent names by increasing the column width and hiding a part of some really long names by an ellipsis. You will be able to mouse over the name to display the tooltip with the full name.
Various improvements
Case management: Cases will be generated when a conversation thread is started (beta)
We’re introducing Case management (support ticket system) that automatically generates a case and a case number for conversation threads.
Various improvements: Added support for custom alert notifications in case of problems
You can opt-in to an alert notification feature that informs you about errors such as channel certificate expiration or business holidays expiration.
Various improvements: Improved design, color, and timer for SLA Indicator
We improved the design for the SLA indicator design for both Routing and Inbox modes.
- Improved design, color & timer for SLA Indicator
- Added support for custom alert notifications in case of problem
- Added events for Case Management (Beta)
- Added Category selection strategy for SLA Indicator
- Introduced "My settings" menu for keyboard shortcuts (beta)
- Added username columns for content thread export
- Added New API Endpoints for the new Case management feature (beta)
- Improved display of WhatsApp quoted replies
- Enforce one response per intervention for Engage Surveys
- Improved display for rules engine events in the audit log
- Introduced auto-generation of cases for the new Case management feature (beta)
- Added ellipsis and tooltip for longer names for Agent Supervision V2 (beta)
- Added a button to duplicate survey forms for Engage Surveys