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Release Notes > Engage Voice > March 2023
Release Notes

RingCentral Engage Voice | March 2023

Stay up to date with the latest features, improvements, and bug fixes for 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.
  • Analytics: Added new and updated existing metrics, attributes, reports, and dashboards.

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. 
Supervisor

Note: Digital features are available only for users whose digital queues are turned on.

Learn more

Analytics

We added new attributes, metrics, reports, and dashboards. We updated and made improvements as well.

New attributes, metrics, reports, and dashboards

  • Attributes
    • Segment End Time: The actual end time of a segment (HH:MM:SS).
    • Segment Start Time: The actual start time of a segment (HH:MM:SS).
    • Agent State Start Time: The actual start time of an agent state (HH:MM:SS).
    • Agent State End Time: The actual end time of an agent state (HH:MM:SS).
    • Agent Login Start Time: The timestamp of an agent login session start.
    • Agent Login End Time: The timestamp of an agent login session end.
    • Agent Disposition Notes: The notes in an agent’s disposition.
    • Agent Last Logout Time: The timestamp of an agent’s logout time.
  • Metrics
    • Interaction Time: Total duration of the interaction.
    • Avg Interaction Talk Time: Average time per interaction the customer spends talking to an agent or IVR per interaction. 
    • Avg Interaction Handle Time: Average time per interaction it took for an agent to handle the interaction. 
    • Avg Interaction Hold Time: Average time per interaction the customer was put on hold by the agent on the call.
    • Avg Interaction Wrap Time: Average time per interaction taken by the agent to submit agent disposition after the interaction is disconnected.
    • Avg Dials per Hour: Average number of outbound call attempts during an hour. 
    • Avg Answers per Hour: Average number of outbound answered calls during an hour.
    • Avg Live Answers per Hour: Average number of outbound call attempts answered by a live person during an hour. 
    • Avg Success Per Hour: The average number of successful outbound calls during an hour.
    • Avg Completes Per Hour: The average number of completed outbound calls during an hour.
    • Avg Contacts Per Hour: The average number of outbound calls resulted in contact during an hour
    • Agent Logins: Unique count of agent logins.
    • Interactions Assigned: Number of interactions assigned to an agent.
    • Interactions Handled: Number of interactions handled by an agent.
    • Agent Acceptance Rate: Percentage of handled interactions by an agent out of all assigned interactions to an agent.
  • Reports
    • Segments by Channel Type: Bar chart showing the number of segments by channel type.
    • Avg Queue Time by Channel Type: Line chart showing the change in the average queue time per channel type over time.
    • Avg Talk Time by Channel Type: Bar chart showing the average talk time by channel type.
    • Service Level Rate by Channel Type: Bar chart showing the percentage of calls or interactions meeting the configured SLA. 
    • Abandon Rate by Channel Type: Bar chart showing abandoned queueing attempts out of all queued inbound interactions for calls or interactions.
    • RNA Rate by Channel Type: Bar chart showing interactions ringing the agent phone, but not answered by the agent (Ring No Answer), as a percentage of all interactions assigned to that agent per channel type.
    • Agent States Transition: Table that shows the details of the changes in agent states, listed by the agent’s name. 
    • Interactions Distribution for Agents in Queue: Bubble chart that shows the relationship between the number of interactions handled vs the agent wait time per agent.
    • Agent Wait Time Distribution by Agent Rank: Bubble chart that shows the relationship between the number of interactions handled vs the agent wait time per agent rank. 
    • Avg Interaction per Day: Line chart showing the change in average interaction per day. 
    • Avg Interaction per Day by Agent: Bar chart showing the average interaction per day per agent.
    • Agent State Change Raw: Table that shows the details of the granular changes in agent state, listed by the agent’s name.
    • Dialer Result Download: Table showing the details of interaction duration, agent wait time, and hold time.
    • Daily Outbound Performance: Table showing the details of outbound call performance in their respective dial groups and campaigns per day. 
    • Agent Account: Table that shows details of an agent, including agent group, team, name, rank, and email. 
    • Outbound Performance Trend: Stacked area chart showing changes for outbound performance stats per week.
    • Outbound Overview Trend: Stacked area chart showing changes for the overview stats of outbound performance per week.
    • Outbound Leads Complete Trend: Line chart showing weekly changes for the number of completed leads.
    • Dialer Penetration Trend: Stacked area chart showing the changes for the percentage of completed outbound leads.
    • Dialer Penetration Passes Trend: Stacked column chart showing weekly changes to the percentage of completed outbound lead passes.
    • Answered Wait Time: Table that helps provide analysis of wait time to improve service level.
    • Delay to Abandon: Table that helps provide analysis of abandoned interactions to improve service level.
    • Acceptance Rate per Agent: Shows the distribution of the acceptance rate per agent. 
    • Outbound Hit Rate Trend: Monitors the contact center's outbound dialer hit rate (live answers) over a specified period. 
    • Dialer Penetration Performance Analysis: Provides hourly dialer penetration details to analyze its performance.
  • Dashboard
    • Agent Scorecard: This dashboard tracks, evaluates, and monitors agent performance and measures the contact center's compliance with its internal business standards to improve its CX.
    • Account Overview: This dashboard shows reports that give an overview of many different account activities that can help businesses monitor trends, capacities, or activity distribution.

Updated attributes, metrics, reports, and dashboards

  • Attributes
    • Started Time: Hidden now.
    • Actual Agent First Login Time: Hidden now.
  • Metrics
    • Queue Inbound Abandon Rate 
    • RNA Rate 
    • Queue Service Level 
    • Avg Queue Time 
    • Manual Dial Rate 
    • Handle Time 
    • Avg Handle Time 
    • Avg Queue Handle Time 
    • Avg Queue Inbound Handle Time 
    • Avg Queue Outbound Handle Time 
    • Agent First Login Time
  • Reports
    • Interaction Details 
    • Avg Handle Time by Channel Type 
    • Agent Handle Time Analysis 
    • Inbound Overview Report renamed to Inbound Queue Overview
    • Outbound Performance 
    • Outbound Performance 
    • Agent Activity 
    • Acceptance Rate Trend 
  • Dashboards
    • Omnichannel Overview 
    • Inbound Overview 
    • Outbound Performance 
    • Agent Activity 
    • Billing Period Overview 
    • Billing Period Account Usage 
    • Agent State 
    • Agent Activity 
    • Agent Conduct 
    • Dialer Performance and Penetration

Various improvements

  • International phone number support
  • Presence sync support
  • Removed the word “Report” from all report names
  • Removed the word “Actual” from all attribute names.
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