712 results found
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Printable Feedback Report in RingSense
Description:
Currently, RingSense feedback reports are only available for download in CSV format. While this works for data manipulation, it does not meet customer needs for sharing Quality Control feedback with agents and leadership in a clear, presentable format.Customer Request:
The customer is requesting the ability to export feedback reports in a printable format, such as PDF (preferred) or another easily shareable, formatted file type.Business Impact:
CSV files require additional manual formatting before they can be shared or printed
Agents and leadership need a clean, ready-to-use feedback summary
Printable reports would improve usability, adoption, and operational efficiency for…
7 votes -
AI Receptionist’s Transfer by Context feature where, when a caller uses a trigger phrase (for example, “Loan Officer”), the AI Receptionist
The customer would like to have an option in the AI Receptionist’s Transfer by Context feature where, when a caller uses a trigger phrase (for example, “Loan Officer”), the AI Receptionist asks a follow-up question before completing the transfer.
For instance, after the caller says “Loan Officer,” the AI Receptionist would respond with a clarification such as:
“Which site are you referring to? For example, New York?”
This would help ensure that the call is routed to the correct person or location based on the caller’s response.
4 votes -
Add a field displaying the total weight of all questions when creating a scorecard.
Add a field displaying the total weight of all questions when creating a scorecard. This feature would facilitate the creation of larger scorecards by allowing users to easily track how much they are over or under the allotted 100% without manually summing the weights of all questions
4 votes -
Silence Transcribing Announcement
There should be an option to silence the announcement that plays when AI is starting to transcribe a note. This announcement is loud, and it speaks over us greeting our clients. It's confusing to our clients and sometimes results in them hanging up the call because they think they're calling the wrong establishment.
77 votes -
Add the option to export AI notes and transcripts through the admin portal
It would be extremely helpful for our org to export AI transcripts and summaries from the admin portal similar to how we can download call recordings. A bulk feature would be even better.
45 votes -
RingSense Scorecard-Non Applicable (N/A) to only be selectable as a score for specific questions
We asked for Non Applicable to be included as part of the Scorecard template. We are really happy this has been added, HOWEVER, in Admin it needs to ONLY be selectable for specific questions, not all questions. The overall scoring will be inconsistent if a Team Leader chooses N/A when it doesn't apply to that question and it should be either a Yes or a No .
When setting up the template question, there should be an option to choose whether N/A should be applied to that question.
9 votesRingSense/ACE now allows flexibility to mark a scorecard question as mandatory or optional
As an admin, you can specify which questions are optional v/s required. See the attached screenshot.
Key benefits of this feature include:
- Ensures consistent evaluations by making critical questions mandatory
- Enables flexible scoring with optional questions for non-applicable scenarios
- Gives admins tighter control over quality standards and compliance requirements
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Negatively score long hold times
Currently, the scorecard does not take into account how long the caller was placed on hold by an agent. I have an agent call that was graded an 8, but the caller had been placed on hold for over 4 minutes. That should be a negative/detriment to the score. I want to propose the ability to add a criteria that if the caller was on hold over x minutes, dock the score.
3 votes -
Add a 5-Second Response Delay for the AI Receptionist
To prevent the AI receptionist from interrupting customers while they are still speaking, configure it to wait 5 seconds before responding.
This ensures a more natural and polite interaction.
9 votes -
Integrate/Include Email as a Supported Digital Channel in RingSense for CX
Email is a fundamental RingCX digital channel type for customer interactions on RingCX.
We propose that Email be implemented and included as a fully supported digital channel for analysis within RingSense for CX.
This is an essential addition for two key reasons:
It enables truly comprehensive customer journey analysis, providing a complete picture across all digital interactions from clients being handled by agents on RingCX.
It allows customers to fully realise the value of RingSense for CX by incorporating this critical dataset for completeness of insights.
Thank you for your consideration.
10 votes -
notes on deskphone call - through desktop app
Would like to see notes/summary on a call that is initiated through desktop app - but using paired desk phone. Currently the record feature works - but AI won't transcribe the recording.
20 votes -
Option for the system to exclude short-duration calls from being automatically scored
This helps improve scoring accuracy by preventing incomplete or non-interactive calls from affecting evaluation results. Short calls, including voicemail transfers, accidental dials, or quick disconnects, may not contain enough conversation data for meaningful assessment. Excluding these calls ensures fairer agent evaluations, more reliable analytics, and should not be included in the monthly scorecard.
2 votes -
eliminate calls that are less than a minute to not show in Interactions in RingWEM
It would be helpful if we can eliminate the calls that are less than a minute to show in the interaction and being scored by AI.
2 votes -
Coaching Insights - Main Screen
For Coaching Insights, it would be helpful if the filter settings could be saved. It’s frustrating to review insights for one agent, return to the main screen, and have to reapply the filters and locate the previous page each time. Additionally, when I select to display 100 agents, that setting doesn’t persist once I click into another agent’s profile.
7 votesThanks for the valuable feedback. We are now working on an update to persist your filters on the coaching page
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ACE Comment Notes Character Limitation (Increase from 1,000 to 5,000 characters)
Please increase the character limitation associated with Comments in the Scorecard process. Providing feedback to an agent with a 1,000-character limit is difficult. We have our QA process utilizing the Scorecards with 20 QA questions being reviewed. We need additional space for our QA reviewers to type more comments associated with each of the review attributes (questions). Please allow up to a 5,000 character (or unlimited) for the comments section within the ACE functions.
2 votes -
Have the ability to delete just a call recording rather than the full interaction
Under retention settings it is possible to have different retention periods for recordings vs transcripts vs insights, yet when you need to delete one manually you can only delete the entire interaction. The ability to have granular control on a per-interaction basis is useful if you need to delete a recording for PCI or other reason, but still need the insights or transcript.
3 votes -
Integrate App call log to AIR call history
Our primary challenge is the lack of integration with the RingCentral app. We manage ten different numbers across ten markets, and we rely on identifying which number a customer called to determine their market. Currently, the AI Receptionist maintains a separate call history that does not show the "number called," forcing us to reconcile data manually. Furthermore, calls are not logged in the main RingCentral app call logs unless a caller requests a transfer. This lack of visibility defeated the efficiencies of the tool, so we reverted to using voicemail and automated missed-call texts.
3 votes -
Feature Enhancement Request: AIR (AI Receptionist) – Option to Disconnect Call After Lead Capture
Request Summary:
Add a configurable option within AIR (AI Receptionist) that allows calls to automatically disconnect after the lead capture process is completed, instead of routing the caller to an extension or another destination.Current Behavior:
At present, AIR automatically routes calls to a configured extension or destination once lead capture is complete. There is currently no option to end the call immediately after the caller’s information has been successfully collected.Requested Enhancement:
Introduce a setting or toggle that enables administrators to choose between:Routing the call after lead capture (current behavior)
Disconnecting the call after lead capture is completed…
2 votes -
AI Conversation Expert/Ringsense - exportable reports
ACE needs the ability to export Coaching Insights (Team Plan and Individual Development Plan) to PDF, Word, Excel, PPT format. This would help with third-party coaching and formal report writing. At the moment there is no facility to export this data, which is real pity as the ACE functionality is very powerful.
2 votes -
Option to configure development plan minimum required data
Option to configure development plan minimum required data.
There are months where agents will not meet ACE's minimum requirement to give a development plan. Giving us the option to adjust what is required will ensure that the agents are always provided with a development plan even with low amount of calls2 votes -
AI recording for monitoring or recording
On out bound calls the recording is playing but customers hanging up thinking it is spam. Issue is for incoming and out going is the same recording. This should be 2 separated recording so inbound and outbound can be different. The default is of for inbound but we need to add a different message letting out customers they are receiving an inbound call from our company with the recording/monitoring message.
1 vote
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