637 results found
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AI call summary in the admin portal
View the AI call summary in the admin portal for all users and their calls
26 votes -
RS4RCX Recording Analysis for RCX IVR, VM, Cloud Profiles, Track Numbers and Voice Surveys
Today RS4RCX is an outstanding companion to RingCX, analyzed conversation is truly incredible. Having a secure repository for RCX conversations is something we have come to rely on. Today however recordings in RS4RCX are only tied to agents licensed in RCX.
Missing are those conversations that did not have an agent tied to the segment. It is highly desirable to pull, analyze and store calls in RCX IVR including voice mails, cloud profiles, track numbers and voice surveys.
Being able to audit voice mails that were left is an easy and daily example of how RS4RCX supervisors can use the…
26 votes -
RingSense: Modifying AI Scores
In RingSense for RingCX, we cannot modify the automatic scores on things like Sentiment.
If a supervisor does not agree that the call was overall negative, they would like to override and change it to positive.25 votes -
Ability to Change Implicit Team Names
Currently, an implicit team is built when you assign a user in the system a manager. That manager's name will be the team name (John Doe's Team) and cannot be changed. Many customers would like to be able to edit this team name because they have teams that are not associated directly with that manager. Ex. John Doe is the manager of Target Hospital Denver and has an implicit team so that he can only see his Target Hospital Denver team. A regional director wants to see all hospitals teams, but doesn't want to see John Doe's name, just the…
24 votesRingSense now supports the ability to rename your implicit team names. See more details here
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The title of the uploaded calls in RingSense should sync with the RingCentral contacts list.
The title of the uploaded calls in RingSense should be synchronized with the RC Contact list. It should display the contact name instead of just showing the phone number when calls are uploaded, similar to the Call Logs, where the saved contact name from the Personal Contact List is displayed rather than just the phone number.
24 votesThanks for your feedback, we've now added this feature as part of our upcoming roadmap.
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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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Pop-up window for incoming calls
Pop-up window for incoming calls that covers other already open applications that also has a louder incoming call sound.
22 votes -
Transcripts for Meetings >2 hours
When meetings go over 2 hours, the recording is still saved, but the transcript just disappears and becomes completely unavailable after the meeting. I encountered this issue the 'hard way' and it was frustrating because I got no advance warning about this limit. It doesn't even make sense, since the recording over 2 hours takes many gigabytes of storage, while the transcript is text and takes almost no space to store. The idea that it gets flushed at 2 hours is very counter-intuitive. There should be a warning advising to manually copy/download the partial transcript at 2 hours and before…
22 votes -
The ability to see all user AI Call Notes
I would like the ability to see all of the user's Call Notes so that we can access them all from one place or the admin can quickly check over things.
22 votes -
Turn off in-call notification
The ability to turn off the in-call notification that alerts that all calls are being transcribed. Call recordings are enough.
22 votes -
Please make new features OFF by deafult "AI Assistant" with pop-up to try new feature
My company would like to test AI but turning it on in the backend meant it was enable for all 6,000+ users by deafult. We found inconsistency when AI is turned on the backend, “AI Assistant” is ON by default but “Ask RingSense AI” is OFF by default (see attach screenshot).
As it stand if testing looks good in DEV lab tenant, we would NOT be able to have a select group of users in PROD to help us test since turning it on in the backend will enable everyone by default and trying to use your bulk update to…
21 votes -
Comprehensive Data Download from RingSense
The ability to download all data from RingSense, including call logs, call recordings, and transcriptions for all users.
Proposed Features:
Download Format: Allow users to choose between various formats (e.g., CSV, JSON, XML) to accommodate different data analysis tools.
Filtering and Sorting: Implement options to filter data by date range, user, call type, or other relevant criteria.
Data Security: Ensure that downloaded data is encrypted and protected to maintain confidentiality.
Batch Download: Provide the ability to download large datasets efficiently, potentially using a background task or scheduled download.Additional Considerations:
Data Volume: Establish guidelines or limitations on the amount of…
21 votes -
Adding Custom Notifications within RingSense
To increase user adoption, RingSense (for Sales) should alert the Manager when there is relevant information. For example:
- if a manager leaves a coaching comment, a notification gets sent
- a weekly summary to show week over week progress for the AE and his/her manager.
- an email to remind that the manager has not reviewed any recordings for a specific period of time (for his/her team or for a specific individual).21 votesDaily/weekly/monthly email notifications can be configured for a saved view that a user creates on the Calls page.
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Add Label column in Company Numbers Report detail output
Currently the Company Numbers report in the analytics portal does not display a column for the phone number Label in the report output displayed in the portal (bottom portion that shows KPIs by individual phone number). It only displays a column showing the actual company phone number (e.g. +13125555555). The only way to see the label of the phone number in the report is if a user downloads the PDF or Excel file.
21 votes -
Ring Sense API Access
Customers with RingSense accounts would like to Integrate and have requested API Access.
21 votesAn API that allows to subscribe for events when RingSense processes a new call recording is implemented. See here for details: https://developers.ringcentral.com/guide/ai/ringsense
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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.
19 votes -
automatically email recordings & transcripts
automatically email recordings & transcripts
19 votes -
RingSense Sentiment Playback Tracking/Pinpoint
The suggestion is that, in playback view, clicking on 'Sentiment' shows the negative pinpoints in the interaction timeline which will let Supervisor drill down to exactly where negativity was marked.
19 votes -
RingSense Trackers and Tags being customized per department/team or user.
Need the ability to have different trackers per user/teams. As the customer service team does not care about the same trackers as the sales team.
18 votesThank you for your feedback! We’re happy to share that this feature is planned and will be available to your account by the end of this quarter.
We appreciate your patience and continued support as we work to bring this enhancement to you soon.
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forwarding calls to AI Receptionist from a call queue
Give the ability to send calls that reach the timeout in a call queue directly to an AI Receptionist extension.
17 votes
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