535 results found
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Sync Salesforce Call Disposition Values to RingSense
Customers would like RingSense to automatically receive and display call disposition values recorded in Salesforce. Currently, Salesforce Task Type (and other disposition-related fields) cannot be pushed into RingSense, requiring users to manually enter dispositions separately within RingSense. This creates duplicate work and increases the risk of inconsistent or incomplete disposition data.
1 vote -
RingSense Trackers: please add clone or duplicate option
RingSense Trackers: please add clone or duplicate option.
3 votes -
Enhanced Text Formatting in Comment Fields
It would be really helpful to have basic formatting options when leaving feedback in RingSense, such as the ability to bold, italicize, or underline key points, as well as add line breaks or bullet points.
Right now, all feedback gets lumped into one block of text, which can make it harder for agents to follow or prioritize what’s most important. Even simple formatting tools (like Markdown or a basic WYSIWYG editor) would go a long way in improving clarity and coachability.
1 vote -
RingSense x RingCentral call analytics
It would be great if you integrated RingCentral analytics into RingSense dashboard, in order to pair the data for inbound / outbound calls. That we can create reports with call grading and the initial call data.
1 vote -
AI recordings in App and Notifications
Allow call recordings from AI in the app. Also notifications to email / app when AI takes a call.
1 vote -
In RingSense, let your customer choose call types from other industries in the organization settings
RingSense currently requires organizations to select a single industry, which auto-assigns predefined Call Types. This creates limitations for companies whose operating model spans multiple industries and functions. As a REIT, our business includes real estate (leasing), property management, home services, customer care, and accounts receivable/collections, all supported by cross-trained associates. Because of this, no single industry preset fits our operation.
We need the ability to fully customize Call Types independent of industry selection and have those Call Types follow the associate or skill profile, not remain tied only to the industry or queue.
1 vote -
search interactions by the interactions code that prints on the scorecard report csv
I would like to be able to search interactions by utilizing the interactions ID code that prints from the score card report csv column A. This will allow managers to quickly identify and access the calls.
1 vote -
Bulk/Mass delete "Interactions" in RingSense
Would be better if there's an option to have an option to multiple delete recordings in interactions tab in Ring Sense.
1 vote -
You need to create the ability to have the AI Receptionist line be the line that rings if no one answers their line.
make it an option to have the AI receptionist be an option for call routing. For example if I don't answer the line and the person that is next doesn't answer then it goes to the AI receptionist. Similar to the way a operator or receptionist would have in a real office setting
2 votes -
Insider threat detection using AI by Data-Mining call transcripts
I am from the security operations team.
I worked on several incidents related to social engineering that originated from calls. Plus, people are giving away sensitive info to untrusted callers.I think we need a security feature that data mines such transcripts and senses the context to see if they include confidential info or info that sounds like a scam. Then generate an alert for the security and IT team. This would help prevent many social engineering attempts, which initially start with failure and then end up being successful. This can be a useful feature to generate revenue as it…
1 vote -
Advanced Analytics in RingSense
Identify sub-topics in the RingSense Trackers. Today, I have to read the AI Transcripts to determine what happened at the detail level. For example, in Retail, we will see a large proportion of calls with the Tracker - Shipping Delay - but there may be various causes for the delay - It could be a Shipper issue, a warehouse issue, an inventory issue, etc. This would be very helpful in communicating VoC to a broader audience, in addition to expediting the recognition of issues and trends.
2 votes -
Improve Name Recognition for Global Clients
Requesting a feature that lets admins upload or manage a list of client and company names in multiple languages (e.g., English, Spanish, Portuguese, French, German, etc.) so RingSense and RingCX can recognize them correctly in AI transcripts and summaries.
This would help:
Prevent AI from mishearing or misspelling client and company names.
Keep names consistent across all AI notes and summaries.
Support multilingual teams working with global customers.
Make transcripts and summaries more accurate and professional.
Example Use Case:
When an agent mentions “Crédit Agricole” or “Banco do Brasil,” the system identifies them correctly instead of showing a wrong or…2 votes -
AI integrayion with optus , ring central i dont have ai yet
AI integration with optus , ring central
not done yet very dissapointing1 vote -
Option to assign the same number to multiple AI Receptionists (AIR) for SMS.
Right now, we can only assign 1 number per AI Receptionist for SMS use. There should be an option to assign same number to multiple AI Receptionists.
1 vote -
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.
3 votes -
AI Analytics - Transferred Calls
In the RingCentral AI Analytics dashboard, the data for Transferred calls is not provided by category. The Transferred by Name report does not actually show the calls that used transferred by name skill during a call.
2 votes -
Ability from the admin portal to see if a user has a device on call forward.
We would like to have the ability to see if someone has forwarding activated for a device, i.e. desktop phone, (Poly, mitel, ect).
1 vote -
AI transcription or summary
Let me know what the customer spoke about with the AI before the call is transferred to me. May be a text transcription or summary.
3 votes -
Enable live transcription for a specific extension/number during meetings, even if they are not the host or moderator.
Current Limitation:
Non-host/non-moderator extensions cannot independently generate transcripts; only hosts or moderators can enable transcription.Suggested Improvement:
Add per-extension transcription control, allowing admins to selectively enable transcripts and manage visibility/download permissions.Benefit:
Allows targeted team members to access transcripts without hosting or moderating, improving efficiency and record-keeping.5 votes -
AI Notes for Multiple Picked Up Calls, Parked Calls, and Conference Calls Significance: To be able to notate calls on AI for these features:
AI Notes for Multiple Picked Up Calls, Parked Calls, and Conference Calls
Significance: To be able to notate calls on AI for these features:
- Multiple picked-up calls in one instance. (First call when second call is picked up should still be included in the AI Notes)
- Calls placed on park and picked right back up should still be included in AI Notes.
- Conference calls or calls with multiple parties should also be picked up by AI Notes.2 votes
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