8 results found

1. 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

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   0 comments  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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2. 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 feature. Cloud profile, cloud destination and track numbers are very unique ways RingCX differentiates itself in the contact center space, however not having those portions of the call analyzed and available in RS4RCX make usability less than efficient. If you need to find these types of recorded calls today you must use RCX Interactions Overview report to use the simple URL link to playback without the enhanced details.

   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… more

   12 votes

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   0 comments  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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3. QA on Digital Interactions

   QA On Digital Interactions

   7 votes

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4. RingSense QM Report - Interaction Arrival AI Analytics

   Provide QM Reporting on RS4RCX that provides details of incoming Interactions, compiled with API Data from RingCX on Abandoned Calls and marry the abandoned with Sentiment and the number of available agents in the timeline.

   Useful information to have in the report based on Hourly (with a date/range selected), daily, weekly and monthly. 
   The number of interactions could show peaks and valleys, when abandoned interactions occurred, what the average sentiment was of the handled interactions at the time, average wait time, average handle time, number of agents logged in, number of agents available, number of agents busy and number of agent Ring No Answer (an agent refused to answer and was placed in RNA unavailable), and number of unavailable agents. It would be extremely useful to also pull in the callback in queue data from the RingCX APIs to show when callbacks were engaged as well. We want to highlight activity stress points for the queues, showing when activity versus staffing were off balance i.e. too may interactions for active agent. AI could then generate light forecasting for future staffing requirements.

   Provide QM Reporting on RS4RCX that provides details of incoming Interactions, compiled with API Data from RingCX on Abandoned Calls and marry the abandoned with Sentiment and the number of available agents in the timeline.

   Useful information to have in the report based on Hourly (with a date/range selected), daily, weekly and monthly. 
   The number of interactions could show peaks and valleys, when abandoned interactions occurred, what the average sentiment was of the handled interactions at the time, average wait time, average handle time, number of agents logged in, number of agents available, number of agents busy and number of… more

   3 votes

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   Needs More Information  ·  1 comment  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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5. Improve/Increase documentation

   Request is for increased/improved documentation for RingCX/RS4S/RS4RCX,

   5 votes

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   0 comments  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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6. Ability to add order of priority when multiple scorecards exist

   Add ability to set order of Scorecard when more than one exists. Currently, it's the first scorecard created

   2 votes

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   Future Consideration  ·  0 comments  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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7. Recording Import Rules for RingSense for RingCX

   Admin rules for what gets imported selectable by filters. For example:

   • Calls >x so that short calls are not pulled in
   • Call record shows multitrack meaning two people spoke
   • Do not pull in by ANI or DNIS

   These rules would eliminate test calls or calls that have no recorded value.

   2 votes

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   Needs More Information  ·  0 comments  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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8. RingCX custom notification sound option enhancements

   The request is to be able to have different notification sounds (chat vs email channels) and be able to adjust the volume for notifications.

   1 vote

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   Needs More Information  ·  0 comments  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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