Utilisez-vous la dernière version de RingCentral?
Mettez à jour votre application maintenant pour profiter de la dernière expérience utilisateur, d’une protection améliorée et d’une qualité d’appel optimale.
New case management feature for conversations
Added the case management feature to conversations. This feature includes:
Updated options for case management in Account Settings
Added the Case management for threads option in settings to manage the auto-generation of case numbers and prevent cases from being altered within threads.
New audit log event for sent surveys
When a survey is sent, the event will now appear in both the Audit log and Activity tracking.
New Rating type condition for Facebook recommendations
Created the new rules engine condition Rating type to separate negative reviews from positive reviews.
New permission for agents to categorize or recategorize threads and messages
Added a new permission that allows agents to categorize or recategorize threads, messages, or conversations within the UI. This permission doesn’t apply to API impersonation.
New Edit Categories permission for Messages in the Roles & permissions section
Added the Edit Categories permission option as part of agents’ new ability to categorize and recategorize threads, messages, and conversations.
New Teams filter for Customer satisfaction exports
Added the Teams filter to the Customer satisfaction manual and automated export options.
New Channels for Customer satisfaction automated export
Added the Channels filter to the Customer satisfaction automated export sections.
New Channels filter for Messages automated export
Added the Channels filter to the Messages automated export.
Filter by review rating for Facebook recommendations
Agents can now filter by Facebook recommendations in Inbox view using the review_rating_is filter in the search bar.
Added new expand window option for the Compose email popup in Inbox view
Added a new expand/collapse button that opens a larger window so agents have more room to compose emails.
Display improvement to case management for threads
Moved the button for editing threads’ case numbers to the header. Also added a badge counter next to the case number to keep track of multiple cases.
Private reply option for Facebook in Routing mode
In Routing mode, agents can now reply in private Facebook messages to a public Facebook message.
Private reply button for public Facebook messages in Inbox view
Added a Private Reply button for Facebook users’ comments and posts in Inbox view. Clicking the button opens a new Facebook Messenger message window.
We improved the performance and quality of several service-related metrics, attributes, reports, and dashboards.
New metrics:
New Attributes:
New Reports:
New Dashboards:
Date display change for the Italian-language version of Engage Digital Analytics
When Italian is selected as the language in Engage Digital Analytics, users will now see dates in the MM/dd/yyyy format rather than the MM-dd-yyyy format.
New columns in Messages activity report
Added two columns to the Messages activity report:
Release Date: December 29, 2023