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RingCentral Engage Digital | June 2023
- Admin
- Improved display of single-line radio-group question in Engage Surveys
- Allowed normal synchronization after exporting a message for a channel in slow mode
- Added option to shorten URLs for Engage Surveys
- Added Image picker question type to Engage Surveys
- Improved questions results order for Engage Surveys
- Agent
- Added case number in search (Beta)
- Added ability to input existing case number in a thread
- Allowed creation of new case numbers for threads from UI (Beta)
- Added Reply assistant feature to Inbox mode
- Added dark mode for Reply assistant (Beta)
- Added Keep light theme option to email messages in dark mode (Beta)
- Released dark mode for Inbox and Routing modes (Beta)
- Added HTML table display in Agent UI for SDK Channel
- Supervisor
- Improved bulk edit permissions in Supervision (Beta)
- Analytics
- Improved Service level metrics for Bot Analytics (Beta)
- Allowed data updates for open tasks in Advanced Analytics when changing categories
- Added Read status in Outbound messages response rate analytics for Engage Messaging Outbound API (Beta)
- Added Engage Messaging Outbound API metrics to Outbound messages response rate analytics (Beta)
- Added Customer satisfaction category filter for Engage Surveys analytics
- Added filter to include or exclude virtual agent in Analytics (Beta)
- Released usage analytics for Engage Surveys (Beta)
- Added Virtual Agent metrics in Average handling time report in Analytics (Beta)
- Added Virtual Agent availability in Availability by agent report in Analytics (Beta)
- Added Virtual Agent filtering to reports
- Various improvements
- Improved display for email addresses that contain only numbers
- Allowed intervention update when transferring a task to a Virtual Agent (Beta)
- Added middle conversation trigger for Dialogflow Virtual Agent
- Completed migration from Alchemer to Engage Surveys
- Added Engage Messaging outbound in to parameter for Create Content API method (Beta)
- Improved audit log export when recategorizing a thread from a message
- Added audit log events for AI-based conversation summaries (Beta)
- Reduced YouTube comment synchronization delay
Reminder: Survey provider change
As of June, 2023, we ended our contract with the Alchemy Survey provider, and have invited all customers to migrate to our new, free, integrated customer satisfaction (CSAT) offerings.
Admin
Admin: Improved display of a single-line radio-group question in Engage Surveys
In Engage Surveys, single-line radio-group questions are now displayed more compactly, with the label below the radio button.
Admin: Allowed normal synchronization after exporting a message for a channel in slow mode
The system will quickly restart normal synchronization when exporting an outbound message for a channel in slow mode.
Admin: Added option to shorten URLs for Engage Surveys
When you select Enable short URLs for Engage Surveys, you’ll now be able to define a personalized short domain name in Account Settings. Doing so will add a new, short-name option to your survey campaigns.
Admin: Added image picker question type to Engage Surveys
Engage Surveys now has a new image picker question type that allows users to select images as answers.
Admin: Improved questions results order for Engage Surveys
Engage Survey results are now displayed in the same order as the visual order of the questions in the survey form.
Agent
Added case number in search (Beta)
When you’ve enabled case management, agents can now search for threads by entering a case number in the search bar.
Added ability to input existing case number in a thread (Beta)
When agents open a thread, they can now click the More menu next to a message and select Case number from the dropdown to add existing case numbers to a thread.
Added display of case number in thread listing (Beta)
When you’ve enabled case management, admins can now activate the Display case number in thread listing feature in Account settings. Doing so allows agents to see case numbers in each thread.
Allowed creation of new case numbers for threads from UI (Beta)
Agents can now create new cases and attach them to a thread. This feature is available only when you’ve deactivated auto-generation of case numbers on your platform.
Added Reply assistant feature to Inbox mode
Agents can now use the Reply assistant in Inbox mode for automated replies to customer inquiries.
Added dark mode for Reply assistant (Beta)
Agents can now use the Reply assistant in dark mode.
Added Keep light theme option to email messages in dark mode (Beta)
When you check the Keep light theme for email messages box in the My Settings popup, the email body for channels will appear in light display mode even if the agent has enabled dark mode.
Released dark mode for Inbox and Routing modes (Beta)
Agents can now turn on dark mode for Inbox and Routing mode in the My settings menu.
Added HTML table display in Agent UI for SDK Channel
HTML tables are now displayed for messages sent or received by agents over SDK Channels.
Supervisor
Improved bulk edit permissions (Beta)
The Edit an Agent permission now lets supervisors modify any agent’s categories unless Manage agents from my teams only is checked. (If that option is checked, you’ll only be able to modify those agent categories.)
Also added a new permission, Bulk actions, located in Supervision > Agents. Supervisors can now perform bulk edits on multiple users by clicking Edit categories.
Analytics
Improved Service level metrics for Bot Analytics (Beta)
Added a filter to include/exclude Bot Analytics from Service level metrics.
Allowed data updates for open tasks in Advanced Analytics when changing categories
Added a data widget that lets you view and filter categories for interactions.
Added Read status in Outbound messages response rate analytics for Engage Messaging Outbound API (Beta)
You can now see Read/Unread status for outbound message response rates.
Added Engage Messaging Outbound API metrics to Outbound messages response rate analytics (Beta)
You can now filter and view outbound message response rate metrics by Engage Messaging channel types. These metrics now include WhatsApp and cloud APIs.
Added Customer satisfaction category filter to Engage Surveys analytics
Added a category filter to the Customer satisfaction report.
Added filter to include or exclude virtual agent (Beta)
Added a filter to include/exclude virtual agent bot analytics from the dashboard page.
Analytics: Released usage analytics for Engage Surveys (Beta)
Created a new usage table report with analytics information for Engage Surveys.
Added Virtual Agent metrics in Average handling time report(Beta)
Added the Average handling time report for the virtual bot agent.
Added Virtual Agent availability in Availability by agent report(Beta)
Added the Availability by agent report for the virtual bot agent.
Added Virtual Agent filtering to reports
You can now filter for Virtual Agents in the following reports:
- Conversations activity
- Conversations by category
- First contact resolution
- Messages activity
- Messages by channel
- Messages by day
- Messages by language
- Messages by privacy
- Messages by type of contribution
- Messages by type of participant
- Messages per hour
Various improvements
Improved display for email addresses that contain only numbers
Email addresses that use only numbers are now displayed normally in the inbox.
Allowed intervention update when transferring a task to a Virtual Agent (Beta)
Admin can now add the intervention.user_updated event type when agents transfer a task to a virtual agent.
Added middle conversation trigger for Dialogflow Virtual Agent
Dialogflow virtual agent now scans requests to assign them to the appropriate agents.
Completed migration from Alchemer to Engage Surveys
Migrated all remaining domains from Alchemer surveys to Engage Surveys.
Added Engage Messaging outbound in to parameter for Create Content API method (Beta)
You can now use the to parameter in the Create Content API method to send outbound messages.
Improved audit log export when recategorizing a thread from a message
Improved the audit log export to filter for Thread recategorized.
Added audit log events for AI-based conversation summaries (Beta)
Agents can now view new audit log events for AI-based conversation summaries.
Reduced YouTube comment synchronization delay
YouTube comments are now imported immediately, during synchronization.
- Added Virtual Agent availability in "Availability by agent" report in Analytics (Beta)
- Added Virtual Agent metrics in "Average handling time" report in Analytics (Beta)
- Released usage analytics for Engage Surveys (Beta)
- Added filter to include or exclude virtual agent in Analytics (Beta)
- Improved HTML table display in Agent UI for SDK Channel
- Released dark mode for task mode and inbox mode (Beta)
- Added category filter for Customer satisfaction in Engage Surveys analytics
- Reduced the delay of comments synchronization from Youtube
- Added "Keep light theme" option to email messages in dark mode (Beta)
- Added Engage Messaging Outbound API metrics to "Outbound messages response rate" analytics (Beta)
- Added read status in "Outbound messages response rate" analytics for Engage Messaging Outbound API (Beta)
- Added Virtual Agent filter in "Customer satisfaction" report in Analytics (Beta)
- Added audit log events for AI-based conversation summaries (Beta)
- Engage Surveys : Questions/answers of result shown in random order
- Added dark mode for reply assistant (Beta)
- Improved audit log export when recategorizing a thread from a message
- Allowed data updates in Advanced Analytics for open tasks when changing categories
- Added Engage Messaging outbound in "to" parameter for "Create Content" API method (Beta)
- Finished migration from Alchemer to Engage Surveys
- Added Virtual Agent filter in "Interactions transferred per hour" report in Analytics (Beta)
- Added image picker question type to Engage Surveys
- Added AI-based conversation summaries as intervention comments in threads (Beta)
- Allowed the creation of new case numbers for threads from the UI (Beta)
- Added reply assistant feature to Inbox mode
- Added option to shorten URLs for Engage Surveys
- Added display of case number in thread listing (Beta)
- Added middle conversation trigger for Dialogflow Virtual Agent
- Allowed intervention update when transferring a task to a Virtual Agent (Beta)
- Added Virtual Agent filter in "One contact resolution" report in Analytics (Beta)
- Improved permissions for Bulk Edit in Supervision (Beta)
- Allowing normal synchronization after exporting a message for a channel in slow mode
- Added display of existing case numbers to a thread
- Added case number in thread search (Beta)
- Improved Service level metrics for Bot Analytics (Beta)
- Improved display of single-line radio-group question in Engage Surveys
- Improved display for email addresses containing only numbers