107 results found
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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…
15 votes -
Sharing a RingSense Recording - Cannot search transcript while watching video, AI Meeting Summary and Highlights are missing
When sharing a RingSense recording externally, the view should allow the customer to see the video recording, search the transcript, and view AI summary all from a single view.
Today, when sharing a RingSense recording via email to an external guest, the public view is lacking (see screenshot). The customer can only see either the video recording or the transcript from the same screen but not both. The customer cannot search the transcript while watching the video. There is a lot of wasted whitespace.
The layout for public sharing should be modeled after a RCV video recording layout (screenshot attached)…
2 votes -
Zapier to send notes to hubspot
need the Ai transcript notes to send to HubSpot with integration or via a Zap
1 vote -
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 -
CRM Contact/Phone Number Matching Improvements
RingSense for Sales CRM Integrations need to be able to query for phone numbers from any and all phone number objects.
For example:
Mobile Phone
Other Phone
Home Phone
Secondary Phone
Assistant Phone2 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.
4 votes -
Turn off in-call notification
The ability to turn off the in-call notification that alerts that all calls are being transcribed. Call recordings are enough.
3 votes -
ringsense
Being able to use RingSense on call queue calls would be greatly helpful. At this point RingSense captures all non-queue calls and only a handful of queue calls, but a bulk of our inbound call handling is done through a call queue, effectively making RingSense useless for our use case.
3 votes -
RingSense: Allow for if/then questions on scorecards or optional questions.
For both RingSense for Sales and RingSense for RingCx.
Not every call will follow the exact same flow, thus there needs to be if/then logic that allows for additional questions IF they apply. AND/OR as a different option, it would be nice to add ‘not applicable’ as an additional response option within the "Yes/No" response type. As it stands today, the only options are yes or no.
2 votes -
Matching Team Structure from Service Web
Customer suggested bringing over team structure (Manager and subordinates), roles, permissions, etc... from Service Web. All you would need to do in RingSense to select a pre-existing group to bring over.
3 votes -
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 -
Chat Feature in RingSense
Customer Feedback from a RS demo ---
(RingSense) needs an "ask me anything" chat-like feature for post-call action items
- ex: can ask ringsense "what closing questions could I have asked to win that deal?", "write me a follow-up email with next steps and a recap"3 votes -
export
Ability to export reports such as trackers, and scorecard data into csv files.
This can be used to measure improvement over time for specific teams or individuals, correlate data with external measures, and provide better reporting insights that can impact revenue using the tool.
2 votes -
QA on Digital Interactions
QA On Digital Interactions
7 votes -
Import lead calls missing from integration with RS4S
Add Lead Calls to data import section of Zoho for RS4S integration.
2 votes -
Scheduled/subscribed reports
The ability to schedule and subscribe to reports as emails will help admins view call/agent performance metrics without having to log in and filter manually saving time for the admins.
2 votes -
Call filtering base on completed/not completed scorecard
Ability to filter calls based on the completion status of scorecards.
2 votes -
Negative Tracker Alert
The ability to create negative trackers and receive alerts when they are triggered would be a valuable feature. For instance, if a tracker for negative customer sentiment is triggered, it can automatically notify the manager.
2 votes -
2 votes
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Add scored calls in filter option and filter function in Scorecards
Please add scored calls as a filter option in Calls section. Also, it would be helpful to have a filter and sort function in the Scorecards dashboard.
2 votes
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