713 results found
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Matching Team Structure from Service Web
Customer suggested bringing over team structure (Manager and subordinates), roles, permissions, etc... from Service Web. All you would need to do in RingSense to select a pre-existing group to bring over.
3 votes -
Search Calls in a Deal
When reviewing a deal, I'd like to be able to search across calls in the deal for the same kind of keywords and filters. There's a real power being able to quickly search / see participants, where particular phrases and such are mentioned in the transcript across all of the calls knowing which calls and their portions I want to look at / listen to.
Similarly add deals as a filter in the calls.
3 votes -
Federate RingSense Accounts
Many requests come in to have a combination of RingSense for RingCX and RingSense for Sales on the same RCO platform.
3 votes -
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.
3 votes -
Five9 Integration for RingSense
Add a voice/phone integration with Five9 to allow RingSense to pull in phone call recordings.
3 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 -
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 -
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 -
Override company name spelling in ACE
If the company name is spelled incorrectly within the transcription, We should be able override it to always spell it correctly.
2 votes -
Use browser timezone by default for call timestamp while exporting call list
Use the browser timezone by default for call timestamp while exporting call list, and there should be an option to change the timezone for exported ACE call reports
2 votes -
ACE: option to remove a survey/score on an interaction
we need an option to remove a score/survey on an interaction.
2 votes -
Drill-Down Capability for ACE Insights Metrics (Call-Level Visibility)
It would be helpful if in the ACE insights section when reviewing cards, there could be the ability to drill in into each metric and view the specific calls/interactions that are contributing to those results. It could also be helpful if we could then edit and remove certain interactions from the results based on what we review in the transcripts/call recordings. Having call-level visibility behind these aggregated metrics would significantly improve usability, analysis, and coaching effectiveness.
2 votes -
Add Ace AI filters and data to analytics
Currently can't customize AI sentiment enough for it to be useful.
2 votes -
Bring back % of sentiment anaylsis
Old pie graph could see clearly % of negative calls for the month, needs to be brough back. No need to remove
2 votes -
Remove Transfer Confirmation & Enable Response Customization
requesting greater flexibility in the behavior of the AI Receptionist, specifically regarding call transfer interactions. Currently, the AI Receptionist requires callers to confirm before proceeding with a transfer and does not allow customization of this confirmation prompt or related responses.
2 votes -
DNIS
The ACE should contain DNIS information. So you can sort or filter by dialed number.
We have different customers that call their own specific number and would prefer to be able to sort out client specific ACE data.
Using call queues is not sufficient due to the volume of clients and changing call handling rules.
2 votes -
Call Screening option for AI receptionist
AI Receptionist to have an option to screen callers and identify them as spam or robocalls.
2 votes
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