Ricochet360 Support

Dashboard - Master Dashboard 2

• How do I listen to active calls?
• How do I terminate an active call?

Dashboard - Performance Dashboard - Vendor Tab 7

• How do I set up / create a Vendor Performance Report?
• How do I change the pricing per lead for each vendor?
• How do I add columns for statuses to my Vendor Performance Report?
• How do I add custom status groups to my Vendor Performance Report?
• How do I add Status Group Formulas to my Vendor Performance Report?
• How do I save my filters for my Vendor Performance Report?
• How do I export my Vendor Performance Report?

Dashboard - Performance Dashboard - Agent Tab 6

• How do I set up / create an Agent Performance Report?
• How do I add columns for statuses to my Agent Performance Report?
• How do I add custom status groups to my Agent Performance Report?
• What does the “Show Statuses Progression” option do on the Agent Performance Report?
• How do I save my filters for my Agent Performance Report?
• How do I export my Agent Performance Report?

Dashboard - Performance Dashboard - Agent Status Tab 3

• How do I run a report to see my agent’s status times on the Agent Status report?
• How do I export my Agent Status Report?
• What does the “Others or Untracked” column calculate on the Agent Status Report?

Dashboard - Gamification Dashboard 4

• How do I configure my Gamification Leaderboard?
• Can I change the metrics on the Gamification Leaderboard?
• Why are all of my users showing up on the Gamification Leaderboard?
• Why are only some of my users showing up on the Gamification Leaderboard?

Mobile App 0

Lead Management Page - Add Lead 1

• How to Edit Fields in Add Lead Section

Lead Management Page - Mass Actions 9

• How do I change the lead owner on leads?
• How do I unassign the lead owner on leads?
• How to I change the vendor name on leads?
• How do I add a tag on leads?
• How do I change the branch on leads?
• How do I mass-delete leads?
• How can I merge lead records?
• What does the “Associate as Contacts” do to leads?
• How do I change the status on leads in bulk?

Lead Management Page - Filters 6

• How do I filter my lead management page by a specific List Upload?
• How can I create a saved filter on my lead management page?
• How do I delete a saved filter on my lead management page?
• Why are there no leads showing up on my lead management page?
• How can I filter out leads that have been called and only show leads that haven’t been called today?
• How can I add fields to the dropdown for “Select Field to Search”?

Lead Management Page - Field Columns 3

• How can I add more columns to the Lead Management Page view?
• How can I rearrange columns on the Lead Management Page?
• How can I copy information from the Lead Management Page?

Lead Management Page - Action Column 5

• Can I send a text message from the Lead Management Page?
• Can I add a note from the Lead Management Page?
• Can I add / update a task from the Lead Management Page?
• Can I listen to call recordings from the Lead Management Page?
• Can I delete a lead from the Lead Management Page?

Tasks Dashboard - New Task Button 7

• Can I create a task for just myself and not a lead record?
• Can I add an email to send to others about a task?
• Can I assign a task to someone else?
• What does the Priority slider do on a task?
• What timezone is this task set for?
• What does the checkbox for Popup do on a task?
• What does the checkbox for Mail do on a task?

Tasks Dashboard - Task Filters 5

• Can I search for tasks based on the name on the task?
• Can I filter tasks by due date?
• Can I filter for tasks that are past due?
• Can I filter the tasks by Branch?
• Can I filter the tasks by Teams?

Tasks Dashboard - Task Columns 4

• Can I sort my task page by Due Date?
• Can I sort my task page by Priority?
• Can I filter my task page by User?
• Can I filter my task page by Status?

Tasks Dashboard - Actions Column 6

• How can I delete a task?
• How can I edit a task?
• How can I view the task details?
• How can I view the lead details associated to the task?
• How can I call the lead from the task page?
• How can I mark a task as completed?

Configuration - Company Information 4

• What is the difference between “Company Name” and “Contact Name” on the Company Info tab?
• What is the phone number used for on the Company Info tab?
• What is the Global Caller ID section used for?
• What is the Token?

Configuration - User Settings - Change Password 2

• How do I change my Ricochet password?
• What if I do not remember my current password when updating or changing my password?

Configuration - User Settings - Call Tone Settings 2

• Can I change the ring tone for incoming / outgoing calls?
• How can I remove the Ricochet shotgun sound for automated outbound calls?

Configuration - User Settings - General Settings 5

• Can I enable/disable Voicemail notifications inside Ricochet?
• Can I enable/disable Chat notifications inside Ricochet?
• Can I enable/disable a native desktop (Windows/Mac) notification when a new Text is received?
• Can I enable/disable the audible tone when a new Text is received?
• How can I change my default email client when using click to email on leads?

Configuration - User Settings - Perfect Voicemail Settings 3

• How do I create a Perfect Voicemail?
• Can other people see my Perfect Voicemail files that I create?
• How do I delete a Perfect Voicemail file?

Configuration - User Settings - SMTP Credentials 5

• Why are my SMTP Credentials not saving?
• Where can I obtain my SMTP Credentials?
• Can I delete my own SMTP Credentials?
• Can I delete other users’ SMTP Credentials?
• How do I set up my SMTP?

Configuration - User Settings - IMAP Credentials 5

• Why are my IMAP Credentials not saving?
• Where can I obtain my IMAP Credentials?
• Can I delete my own IMAP Credentials?
• Can I delete other users’ IMAP Credentials?
• Can I delete inbox messages stored in Ricochet after IMAP has been added & subsequently removed?

Configuration - Blocked Numbers - Block Number button 3

• How can I block an incoming phone call?
• Can I remove a number that was previously blocked?
• Can I call a phone number that is on the Blocked Numbers list?

Configuration - Blocked Numbers - Search 1

• What criteria can I use to search my Blocked Numbers list?

Configuration - Distribution & Tags - Distribution tab 4

• How can I create a new Distribution Rule?
• How can I edit an existing Distribution Rule?
• How can I duplicate an existing Distribution Rule?
• How do I delete a Distribution Rule?

Configuration - Distribution & Tags - Tags tab 3

• How can I create a new tag?
• How can I edit an existing tag?
• How can I delete a tag?

Configuration - Distribution & Tags - Create Rule button 3

• What do the different Distribution Rule Operators mean?
• Are the Distribution Rule filters an “AND” or “OR” condition?
• Can I use the same Tag for multiple Distribution Rules?

Configuration - Distribution & Tags - Create New Tag button 1

• Can I apply the newly created tag to leads in Ricochet?

Configuration - Posts & Webhooks - Webhooks Main Page 4

• How do I create a new webhook?
• How can I duplicate a webhook?
• How can I edit a webhook?
• How can I delete a webhook?

Configuration - Posts & Webhooks - Edit Webhook section 7

• Where can I display my webhook to be triggered from?
• Can I restrict the webhook to only be triggered once per lead?
• Can I make a webhook open in a new browser tab?
• What are the different Data Types in Webhooks?
• What are the different Variable Types on the Add Webhook page?
• What is the Body tab of the webhook configuration page?
• What is the Headers tab of the webhook configuration page?

Configuration - Event Actions - Lead Events Action section 3

• What are the different Event Types for Lead Event Actions?
• How can I edit an existing Lead Event Action?
• How can I delete an existing Lead Event Action?

Configuration - Event Actions - Call Events Actions section 3

• What are the different Event Types for Call Events Actions?
• How can I edit an existing Call Event Action?
• How can I delete an existing Call Event Action?

Configuration - Event Actions - Text Messaging Events Actions section 3

• What are the different Event Types for Text Messaging Events Actions?
• How can I edit an existing Text Messaging Event Action?
• How can I delete an existing Text Messaging Event Action?

Configuration - Transfer Settings section 1

• How do I add a Transfer Group?

Configuration - Script Management - Main Script Management page 4

• How do I create a script?
• How can I edit an existing Script?
• How can I delete a Script?
• When I click Preview in Script Management, no Preview box comes up, why?

Configuration - Script Management - Add Script section 0

Configuration - Load a List - Initial Load a List page 2

• How can I import a list of leads to Ricochet?
• What file types are accepted to import a lead list?

Configuration - Load a List - Field Mapping page 4

• Why is my Fields list blank on the List Import Mapping page?
• What are the “Important Fields” on the List Import Mapping page?
• Why are some of my columns from my spreadsheet not loading?
• Can I use a previous List Import to map fields?

Configuration - Load a List - View Import History Report button 6

• Why does my List Import show “In Progress”?
• Why is my List Import being processed overnight?
• Why did some of my leads on my list import fail?
• How can I assign a Vendor Name to a List Import after it has finished importing?
• How can I view the leads for a specific List Import?
• How can I delete a List Import?

Configuration - Spam Guru 2

• How to Set Up Spam Guru in Ricochet360
• How to Enable Spam Guru in Ricochet360

Manage - Agents - Main Agents page 1

• How can I edit an existing Agent?

Manage - Agents - Agent Info section 6

• How can I update an Agent’s email address?
• What is the “Contact #” used for on the Agent's profile?
• Can I cap my Agents’ ability to receive new leads?
• Can I cap my Agents’ ability to receive Inbound IVR calls?
• Can I add a Custom Caller ID for my Agent?
• Can I have my Agent see Company Voicemails inside the Ricochet system?

Manage - Agents - Custom User Fields section 3

• How can I create Custom User Fields in the Agent Profile?
• How can I edit Custom User Fields in the Agent Profile?
• Where are these Custom User Fields in the Agent Profile used in Ricochet?

Manage - Agents - Security section 1

• How can I edit an Agent’s log in password (as an Admin)?

Manage - Agents - States and Permissions section 2

• How can I add states for eligibility for an Agent?
• Can I change my Agent’s permission level?

Manage - Agents - Hooks for Email section 4

• How can I pick a default “from” email address for my Agent?
• Can I modify the name that shows up on email recipients’ inbox?
• How can I pick a default signature to be used for the Agent?
• My signature is showing up all on one line - how can I fix?

Manage - Branches - Main Branches page 3

• How can I add a new Branch?
• How can I edit an existing Branch?
• How can I delete an existing Branch?

Manage - Branches - Branch Info section 3

• What does the Caller ID field do in Branch Management?
• What are the Post-Create and Post-Update CRM URL fields for in Branch Management?
• How can I restrict non-Admins from accessing Ricochet outside of the office network?

Manage - Branches - States and Agents section 2

• I cannot see the agents I want to add to a new Branch - how do I fix?
• How do I remove a user from a Branch?

Manage - Branches - Hooks for Email section 2

• My Legal Disclaimer is showing up all on one line - how can I fix?
• My Email Custom is showing up all on one line - how can I fix?

Manage - Teams - Main Teams page 3

• How can I add a new Team?
• How can I edit an existing Team?
• How can I delete an existing Team?

Manage - Teams - Create Team section 4

• Can I add users into more than one team?
• Can I add all users to one team?
• How can I make certain users not take ownership of a lead when they call?
• Can I enable a team to be eligible for Call Transfers?

Manage - Vendors - Main Vendors page 5

• How can I add a new Lead Vendor?
• How can I edit an existing Vendor?
• How can I delete an existing Vendor?
• How can I add a new Vendor Campaign?
• How can I edit an existing Vendor Campaign?

Manage - Vendors - Create Vendor section 3

• What is the difference between Name and Label in Create Vendor section?
• What does the Roles filter do in Create Vendor section?
• What does “Live Lead Transfer” checkbox do in Create Vendor section?

Manage - Vendors - Create Campaign section 3

• What does the Parent Vendor dropdown do in Create Vendor Campaign section?
• What does the CID do in Create Vendor Campaign section?
• What does “Live Lead Transfer” checkbox do in Create Vendor Campaign section?

Manage - Dialer Campaigns - Main Dialer Campaigns page 8

• How can I add a new Dialer Campaign?
• How can I edit an existing Dialer Campaign?
• How can I delete an existing Dialer Campaign?
• How can I duplicate an existing Dialer campaign?
• How can I view the leads for a specific Dialer Campaign?
• How can I view the total number of leads in a specific Dialer Campaign?
• What is the Priority filter on the main Dialer Campaign page?
• How can I turn a Dialer Campaign on/off?

Manage - Dialer Campaigns - Create Campaign section 6

• What factors are considered in counting the “Minimum Delay” value?
• What factors are considered in counting the “Maximum number of calls per lead” value?
• What are the differences in the options for “Only call leads” dropdown?
• When I add a filter to the “Tag” section of a dialer campaign, I am prompted to make all selected agents eligible for the tag(s) - why?
• When I enter a value for “Last Statused”, does that timer reset when applying the same status to a lead in the campaign?
• What is the Progressive Scheduler?

Manage - Team Notification - Team Notifications page 1

• Who does the Team Notification get sent to?

Reports - Call History - Main Call History reports page 6

• How do I run a Call History Report?
• How do I find the Carrier Call ID for troubleshooting call issues?
• Why does the Current Status column show different statuses for the same lead in the Call History report?
• How can I see if an Inbound IVR call was answered on the Call History Report?
• How can I see which users an Inbound IVR call was routed to on the Call History report?
• How can I see if there was a call warning for a particular call?

Reports - Call Queue - Call Queue Main page 4

• How can I view my leads in the Live Q?
• How can I view my leads in the Eve Q?
• How can I see what the calling hours are for my leads that have not been called yet?
• Can I remove leads from the queue?

Reports - Agent Performance Report - Main Agent Performance report page 3

• What is factored into the “Calls +120” calculation on the Agent Performance Report?
• What is the Lead Status Breakdown in the Agent Performance Report?
• In Lead Status Breakdown, what are the factors that count the Unique Leads?

Reports - Create Scheduled Reports - Main Create Scheduled Reports page 4

• How can I create a scheduled Call History report to be delivered?
• How can I create a scheduled Agent Performance report to be delivered?
• My scheduled email report did not deliver - why?
• My scheduled email report delivered but the file was empty - why?

Reports - Chat History - Main Chat History page 3

• How can I view my employee’s chat history?
• How can I delete a chat from Ricochet?
• I get a “No Messages Found” when viewing Chat History even though I know there are messages - why?

Lead Details - Lead Pop-Up Window 1

• How to Edit Fields on Lead Pop-Up Window

General Questions / FAQ 21

• How do I port in one or more phone numbers to Ricochet?
• How do I port out one or more phone numbers from Ricochet?
• How do I submit a cancellation request for my Ricochet account?
• How do I submit a mapping request?
• How do I listen to call recordings in Ricochet?
• How do I perform a New Line (3-Way) call transfer in Ricochet?
• I am unable to log into Ricochet - how do I reset my password for Ricochet?
• How do I submit a feature request or custom development request?
• What are the recommended headsets to use with Ricochet?
• Which web browser should I use to run Ricochet?
• How do I recover leads that were deleted from Ricochet?
• How do I export some of my leads from Ricochet?
• Is there a report I can run for text messaging?
• How do I recover a phone number that was deleted from Ahoy?
• What is the proper way to clear cache on my browser?
• How do I view my open or closed tickets?
• How do I create a support ticket? *UPDATED!*
• What are the optimal Google Chrome settings for running Ricochet?
• What do the Call Warnings (blue triangle) on Call History mean?
• Join Live Support!
• Schedule a Training

New Ricochet Workflow 4

• Request a List Upload (Add Leads)
• Spam Remediation Links
• Ricochet360 User Training Resources
• Request to have a User Added or Removed