782 results found
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Add integration for the RingSense for RingCX icon within the RingCentral app interface
Request to integrate the RingSense for RingCX icon into the RingCentral app interface to improve accessibility and visibility for users. Currently the icon only shows in the RingCentral app if the account has RingSense for Sales. The icon should be positioned consistently with other app features and allow users to easily launch or access RingSense for RingCX functionality directly from the main app UI.
Acceptance Criteria:
RingSense for RingCX icon is visible within the RingCentral app UI.
Icon links to or opens RingSense for RingCX features.
Placement is consistent with existing design standards.
Available for users with appropriate permissions.
1 vote -
Ring Sense Customer Scorecard
Make it so Ring Sense will allow for custom scorecards to be added. Your current scorecard doesn't consider any of the regulatory compliance our firm needs in consideration for collections on behalf of original credit card issuers from the big banks.
8 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
36 votesSee the Language dropdown in the Organization tab in Admin Settings.
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4 votes
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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.
29 votesSee the release notes here: https://support.ringcentral.com/release-notes/ringsense/ringsense-sales.html
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utilization reports
Have the ability on the utilization report to see how many calls are accessed even if they are not listened to in full. also if you could see when they logged in and out not just the last time.
2 votes -
Credit card & PPI info
Currently credit card information given is scrubbed from a transcript, but not from the call itself. I was instructed that the person being recorded can stop their recording and restart at the time credit card or PPI is given verbally. This really should be the responsibility of RingSense to scrub it from calls and not the agent being recorded.
7 votes -
Ability to notify the User if the AI Notes is pause or turned off.
We recently enabled AI Notes for our organization, which works well for all users. However, we've noticed an issue where when users pause or turn off the AI Notes, no notification or alert is provided to inform them that the notes have been paused or turned off.
3 votes -
Edit AI Metric Scores
There is already an idea in for RingSense for Sales, but this is critical for RingCX as well. If a supervisor disagrees on something like negative sentiment, they should be able to modify.
In addition, it would be nice to modify the thresholds of metrics like talk-to-listen ratio and what counts as a "negative" ratio.
Link to other idea for RS4S: https://ideas.ringcentral.com/forums/958502-ringsense-ai/suggestions/48113318-the-ability-to-change-the-ai-score
15 votes -
RingSense Transcription Delay
It could be better if it could lessen the delay of generating the transcription to easily access the call details.
5 votes -
Show RingCX UII in Ringsense
Having the Unique Identifier of a call (UII) from RingCX integrated into RingSense enables us to seamlessly track recordings in RingSense that correspond to the data in RingCX. This linkage is crucial for call audits and plays a vital role in improving call quality, ultimately enhancing the overall customer experience.
3 votesI'm glad to let you know that this feature is now available in your account.
On clicking details view of any interaction, you can find all source identifiers including UII for interactions from RingCX.
You can also filter interactions via UII
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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.
23 votesThis feature is now available to admins.
As an admin, you can navigate to Coaching → PowerSkills. For applicable PowerSkills, you’ll see an option to edit the target range, which allows you to define the ideal range for each PowerSkill.
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MEET OR BEAT POLICY
Good Afternoon,
Sam Cohen with Allied Movers just following up on your move. Even if you do have this booked with another company as an A+ rated 5 star carrier for many many years we do have a MEET OR BEAT policy to not only match but beat your quote by up to 10% either way give me a shout there are some really nice things we can do for you. Ill look forward to hearing from you. 1-888-533-3710 x101.2 votes -
AI email follow up button
You need to add Follow Up button for RingSense CX so that CX team can follow up with customer after the call. It doesn't make sense that ringsense CX doesnt have option to add that button
1 vote -
ai notes should also work on plugin
ai notes should also work on plugin
1 vote -
Make notes feature multi-lingual
Add AI ability to transcribe notes for calls made in other languages, specifically, Spanish. Please!
3 votes -
upload knowledge bases in one upload
Have a way to upload knowledge bases links on AI Receptionist in one upload.
1 vote -
Aggregate Reports for Call Metrics
Option to have an overall aggregated reports for call metrics (Sentiment, Talk to Listen Ratio, Talking Energy and Speed, Interruptions , etc.)
For example , call metrics from ~50 calls from last month, etc.
6 votesThis feature is now live on your account.
As an admin or manager, you can navigate to Coaching → PowerSkills, where you’ll find aggregated metrics for various PowerSkills, along with comparisons between individual reps and the overall team average.
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Option in AI notes for Name correction
Option in AI to put our name with correct spelling somewhere in the program so when we have long notes, it has our names spelled right.
1 vote -
Ability to report and print completed evaluations.
Ability to print / report on completed evaluation forms for agents.
6 votes
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