107 results found
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UK Regional Redaction for RingSense for RingCX/RingEX/Sales
This is for RingSense for RingEX, RingCX and Sales...
Today, RingSense allows for the redaction of US data points:
- Credit Card, Email Address, IBAN Code, Phone number, US Bank Number, US Drivers License, US ITIN, US Passport, US Social Security number.For the UK Market, for all deployments, we are going to need as a basic:
- National Insurance number
- NHS Number
- UK Passport
- UK Drivers License
- UK + International Bank Number
- UK Postcodes
- Others (Maybe doing a custom redaction leveraging regular expressions)20 votes -
RS4RCX Recording Analysis for RCX IVR, VM, Cloud Profiles, Track Numbers and Voice Surveys
Today RS4RCX is an outstanding companion to RingCX, analyzed conversation is truly incredible. Having a secure repository for RCX conversations is something we have come to rely on. Today however recordings in RS4RCX are only tied to agents licensed in RCX.
Missing are those conversations that did not have an agent tied to the segment. It is highly desirable to pull, analyze and store calls in RCX IVR including voice mails, cloud profiles, track numbers and voice surveys.
Being able to audit voice mails that were left is an easy and daily example of how RS4RCX supervisors can use the…
16 votes -
Adding RingSense Dashboard to drive adoption and insight
It is imperative to give a better landing page with a Dashboard when we open RingSense (for Sales) with the most relevant information to give guidance to the end userA Dashboard for Coaching will allow the manager know progress on his/her coaching, alerts he/she needs to pay attention It is imperative to give a better landing page with a Dashboard when we open RingSense (for Sales) with the most relevant information to give guidance to the end userA Dashboard for Coaching will allow the manager know progress on his/her coaching, alerts he/she needs to pay attention
43 votes -
French Canadian language support
Request to leverage RingSense for customer claim calls, however they service all of Canada.
Quebec law requires that they serve customers in Quebec in French.
26 votes -
Mute In-Call Voice Notifications for Call Recording & Transcripts On
If you are automatically recording a phone call, then go to toggle on SmartNotes you will receive two voice notifications if a customer calls in.
The initial where you hear "This call is being recorded" then an additional voice notification, "Transcript turned on".
There really should be an option to disable the transcript turned on message as it already notified that this message is being recorded.
Two voice notifications back to back only confuses the client calling in.
9 votes -
RingSense: Customizable Powerskill Benchmarks
Today, RingSense is largely scoring calls based on Powerskills and speaking etiquette. Because of this, the benchmarks or recommendations for each metric should be customizable. Different businesses and industries have unique standards for Agent Talk Time, Patience, Longest Monologue, etc. Admins should be able to set the standards from an org and/or role level.
10 votes -
QA on Digital Interactions
QA On Digital Interactions
7 votes -
Ability to support multiple instances of a CRM/CRMs for one customer
Many organizations have multiple separated instances of CRMs. Currently, RingSense is not able to support this. With the ability to support multiple, the deals, coaching and trackers would only allow managers to see the data relevant to their team and CRM instance.
13 votes -
Automated reports for RingSense managers
Automated and customizable reports that can be scheduled for delivery to RingSense managers via email daily, weekly, monthly, etc.
11 votes -
RingSense: Anonymize some of the call/meetings recorded to be shared as a training
RingSense for Sales can be used to show to new employees what could be a great example to follow or showing what not to do. It would be beneficial to anonymize the interaction shared with the entire teams (when stored in the library folder).
At least scrapping the employee names (optional) (ideally cover their videos too). Please consider to disable it through API.8 votes -
RingSense: Payment/Plan Option to extend 1yr Call Retention
The suggestion is to be able to have a payment option for customers to be able to retain the calls in RingSense for a longer period of time. Many customers need this for compliance purposes.
14 votes -
Adding Alerts within RingSense
To increase user adoption, RingSense (for Sales) should alert the Manager when there is relevant information. For example:
- if a manager leaves a coaching comment, a notification gets sent
- a weekly summary to show week over week progress for the AE and his/her manager.
- an email to remind that the manager has not reviewed any recordings for a specific period of time (for his/her team or for a specific individual).16 votes -
RingSense Sentiment Playback Tracking/Pinpoint
The suggestion is that, in playback view, clicking on 'Sentiment' shows the negative pinpoints in the interaction timeline which will let Supervisor drill down to exactly where negativity was marked.
11 votes -
Spanish Support for RingSense Transcription and Translation (to English)
Ability to transcribe calls spoken in Spanish in Spanish within the RingSense transcript with the added functionality to translate to English if managers cannot speak/read Spanish
11 votes -
ring ex verbal prompt or whisper - option to turn off
Ability to have the option to remove the verbal prompt or whisper when it records and transcribes the phone calls. In New York, the law does not require that both people on the call have to be aware that it is being recorded. I don't want them to hear the whisper as it might make them feel uncomfortable.
I would also like the option to use this function on my physical desk phone, if possible.
4 votes -
Allow newly added trackers to be run against pre-existing recorded calls
Ability to have newly added trackers to the system run against existing call recordings (as opposed to just call recordings moving forward).
11 votes -
RingSense Manual Redaction
In Conjunction with the Auto Redaction, Offer a new Role/Permission for Manual Redaction allowing an authorized user to redact via audio timeline and or the transcript that places the traditional marker line over the audio/text section. When redacted all corresponding data will be updated with the marker hiding the text/audio.
Playback will keep the original timeline and simply play dead air over the redacted portions. Transcribed/text data will be redacted in the traditional "Classified" style,
Download of audio or transcript retains redactions.
Redactions can be removed by a user with a proper Role/Permissions to "Remove Redactions". There should be an…
5 votes -
Ring Sense API Access
Customers with RingSense accounts would like to Integrate and have requested API Access.
7 votes -
11 votes
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Add @mention into RingSense for feedback/Comment
This is an important way to help drive user adoption with RingSense (for Sales but the ask is for all RingSense).
11 votes
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