535 results found
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Clean up and shorten the document formatting of the downloadable transcription in RingSense
Some customers are using RingSense to capture call transcriptions of calls. The RingSense transcript download file (PDF) is formatted beautifully, however it is very inefficient from a document space management standpoint. with calls between 60 and 90 minutes, call transcript downloads are close to 50-60 pages in the PDF.
4 votes -
Capability to Use Initial Toll-Free Number as an Extension for AI Receptionist
When dialing the main number and entering 877, the system should play the test call flow that demonstrates how the AI Receptionist is configured. However, instead of initiating the test mode, the call is routed through the normal Auto Receptionist call flow.
We also replicated the issue by calling a user extension and pressing 877 during the user greeting. The behavior is the same—rather than triggering the test prompt, it continues to follow the standard routing for that user.
This confirms that if the extension number being used is the initial Toll-Free Number (TFN), the test will not function as…
3 votes -
RingSense Tracker - New Context
Once a new context is created for a tracker, it should be automatically available when this new context needs to be used for a different tracker.
3 votes -
RingSense pages
"RingSense sub pages default to 10 rows. When this is changed to 50 rows, it works but is not remembered for the next view of that page. It goes back to 10."
It is suggested to implement a lock option for the pages. For instance, if an admin updates the display to 50 rows, the system should show and remember this setting of 50 rows.
3 votes -
RingSense Trackers: please add clone or duplicate option
RingSense Trackers: please add clone or duplicate option.
3 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.
3 votes -
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 -
Training and Custom Logic
There ought to be more functionality for teams to inject custom logic and training.
Examples:
- Never Say...
- Talk About...
- When asked about (enter context, keywords, just like transfer by context)... Respond with...
- Be more specific about whether employee names should be stated specifically in the call or avoided altogether
3 votes -
New Skill Request: Send Emails
AIR should be able to send emails during the call the same way it can send text messages. Applications are endless:
1. It could be used to send scheduling links if people prefer email over text.
2. It could be used to send the transcript of the call to an internal ticketing system
3. It could be linked to many other AI and automation tools that are triggered by emails (much more flexible than SMS triggers)More ideas in the comments!!
3 votes -
Views for Trackers
ability to create and save custom filter views on the Trackers page, similar to the Interactions page.
3 votesThank you for providing this valuable idea.
We've added this idea to our quarterly roadmap.
We will post a status update once this feature is live on your account.
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AI Voice Prompt/Announcement to be played before the call is connected to the receiver of the call
Amy wants a feature wherein she has the ability to have the AI Voice Prompt/Announcement to be played before the call is connected to the receiver of the call. Essentially she wants to freely change how AI Voice Prompt/Announcement is played in the system.
3 votes -
Export/Print Option for Monthly Coaching Insights in RingSense.
We would like the ability to export or print the Monthly Coaching Insights from RingCX, ideally to Excel or PDF format. This would allow us to keep records of performance feedback shared with agents, support follow-up coaching sessions, and maintain internal documentation.
3 votesWe've introduced a new report called development plan report. This report should give you the capability to export the monthly coaching insights data for all your agents.
You can find more details here - https://support.ringcentral.com/article-v2/Using-reports-in-RingSense.html?brand=RingCentral&product=RingSense&language=en_US
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Improve AI Receptionist Transfer by Name Functionality
Summary:
Currently, to ensure proper call routing, our team must add and maintain custom rules for every employee across all AI Receptionists. This is time-consuming, not scalable, and does not align with the intended functionality of transfer by name.Request:
We request that the AI Receptionist be enhanced so that transfer by name works correctly without the need for custom rules for each employee. The system should automatically recognize active users by name across all AI Receptionists, improving efficiency and ensuring a consistent caller experience.Benefits:
Reduces administrative overhead of manually managing custom rules for each user.
Ensures transfer-by-name functionality…
3 votes -
Contact Name AI Note Rename
• Requesting a feature to edit or rename contacts directly in the AI notes.
-requesting a feature to Update Contact Names for AI Notes:
on how to edit a contact's name and have that change reflected in the corresponding AI notes.3 votes -
English and Spanish message
Can we get an option instead of "Please say 'English' or 'Spanish' to continue." "También hablo español" this will make the call flow smoother.
3 votes -
Scheduled Callbacks
We should be able to "transfer" a callback to an agent so follow ups can be tracked and be queued for the representative when they are available
3 votes -
AI Notes to capture the CNAM as the name of the caller/participant
When an external caller is not saved in the company contacts, AI notes show the name of the caller as Participant[xxxx] (xxxx is the last 4 digits of the caller's number). Even if the caller has a CNAM, it still shows Participant[xxxx] in AI notes.
It would be a great addition to the feature if it could incorporate the CNAM in AI notes, and display the CNAM of the caller instead of Participant[xxxx] if the caller's number is not saved in the company contacts.
3 votes -
Feed the AI with our polocies and procedures
Teaching Ringsense our policies and procedures for better scoring
3 votes -
AI keyword script recognition
i would like the ability to be able to upload scripts/key words that the ai would "listen" for and then supply in the notes that it takes during the call. for instance an outline of perhaps 10 items and like a checklist the ai will recognize what they did and did not comply with re asking the various 10 items and the outcomes of those responses.
3 votes -
Show in coming phone number
Display incoming phone number
3 votes
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