831 results found
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Integration/API to send notes to CRM/third-party tool
Request is to send the AI transcript notes to a third party tool with integration or via a Zapier connector/subscription API.
3 votesWe have both an API and a new Zapier trigger that makes this use case possible.
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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 -
Bulk Import and Assignment of Patients for AI Receptionist Transfer by Context
We would like to request a bulk import and assignment feature for the AI Receptionist's Transfer by Context functionality.
Currently, customers managing a large number of patients may need to manually add and configure each patient individually. For healthcare providers with hundreds or thousands of patients, such as a customer managing approximately 1,000 patients, this process can be time-consuming and inefficient.
We propose adding a bulk import option, such as CSV or Excel upload, that would allow administrators to:
Import multiple patient records at once.
Assign patients to the appropriate Transfer by Context entries.
Map patient information to the corresponding…
2 votes -
Request to add Arabic as a supported language for the AI Receptionist
Request to add Arabic as a supported language for the AI Receptionist to better serve customers who primarily communicate in Arabic.
2 votes -
Missing Transcript after Changing Role
Can have an option that USER Change Role they can still retrieved their AI Notes
2 votes -
Being able to use Call History to train AVA. AI assistant if you could review the Call history, and right click on
as a Product improvement, it would be really helpful in the AI assistant if you could review the Call history, and right click on a statement or part of the conversation and tell the AI how this request should be routed.
2 votes -
Rerun scorecard in ACE
If a scorecard has already been used to review a call and the scorecard is updated with different questions, after the fact, there should be option to re-run the call through the scorecard to get a more accurate grade.
2 votes -
Add a filter on ACE for the Insights and CSAT tabs
Add a filter on ACE for the Insights and CSAT tabs to be able to filter by Campaign Type
2 votes -
RingCX AI Quality Management — Support question-level comments stored within the scorecard and a single combined submit action
RingCX AI Quality Management — Support question-level comments stored within the scorecard and a single combined submit action
Product / Area: RingCX — AI Quality Management (RingSense for RingCX), Scorecards & Coaching
Reference Case: 32448054
Current Behavior
[1] Scorecard ratings and reviewer feedback/comments are separate objects; both attach to the interaction but not to each other.
[2] There is no field to capture a comment against an individual scorecard question or answer, including when a reviewer selects a negative ("No") response.
[3] Reviewers must save scorecard rating edits and enter feedback as distinct actions, which leads to repeated scorecard submission…2 votes -
Scorecard draft
It appears that once a review is completed, the only available action is Submit. Submitting the evaluation automatically sends it to the Coaching tab, where it becomes immediately visible to the agent. A Save as Draft option would be beneficial, allowing evaluations to be saved and reviewed before final submission.
2 votes -
Removing of Scorecard from Interaction
The ability to remove a scorecard from an interaction that shouldn't have been scored with it. The system doesn't seem to understand to not score something that doesn't pertain, even with filters and call types being correct, but we can't remove the scorecard or mark all answers as NA. It then skews the score and it shouldn't be.
2 votes -
Move questions on sorecards up and down
We need to be able to move the questions up and down on the scorecards. Need the ability to shift them up and make my own order.
2 votes -
AIR - Add Toggle to Disable Speech Ingestion During Greeting
Currently if someone is talking, caller is on speakerphone, or there is noise in the background during the AIR mandatory greeting, AIR will ingest this speech and then respond to it immediately after its greeting has finished.
Suggest that some form of admin control is added that can effectively stop AIR from listening/responding to speech while it is voicing its greeting.
2 votes -
Improve RingSense/ACE Caller Identification: Distinguish External Employee Calls from Customer Calls
Current Behavior:
When internal employees (such as field technicians) call in to the office, RingSense/ACE recognizes them as "customers." As a result, the conversation between the dispatcher and the internal employee is misclassified and labeled as a "customer-facing" interaction instead of a "company internal conversation."Requested Feature / Enhancement:
Provide a mechanism within RingSense/ACE to identify, tag, or register specific phone numbers (such as employee cell phones) as "Internal" or "Employee." When a call takes place involving these recognized numbers, the AI should accurately classify the interaction as a "company internal conversation" rather than defaulting to a "customer-facing" label.Business…
2 votes -
received faxes to automatically forward fax to external number
there should be an option for company main fax number to be forwarded to an external number.
2 votes -
set up custom rule to filter calls coming from caller ID with the same area code and starting number.
set up custom rule to filter calls coming from caller ID with the same area code and starting number.
sample:
(765.464.****)
2 votes
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