535 results found
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Data for the current month in Coaching Insights should become readily available after a manager is assigned to the agents.
Currently, when a manager is assigned to agents in RingSense, the Coaching Insights data for the current month is not immediately visible or may take time to populate. This delay can hinder supervisors from gaining timely visibility into their team's performance and coaching opportunities, especially when organizational changes occur mid-month. Ensure that once a manager is assigned to one or more agents, Coaching Insights data for the current month becomes available immediately, without needing to wait for the next data refresh cycle or month-end.
11 votes -
add n/a to the yes/no responses on scorecards
Yes and No are great, but sometimes, the item doesn't apply and shouldn't be considered in the agents overall score, while the rest of the card still does...
11 votesI’m pleased to let you know that we’ve added this feature—it’s now live and ready to use. You can select N/A as an option for any scorecard response. Please find the screenshot for additional details.
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QA on Digital Interactions
QA On Digital Interactions
11 votesI’m excited to share that RingSense AI QM now seamlessly supports multiple digital channels automatically imported from RingCX.
Currently, RingSense supports:
- Instagram Direct Messaging
- Messenger
- Apple Messages for Business
- SMS
- Chat
- Google Business Messaging
- Digital SMS
- Engage Messaging
We’re continuously expanding support for additional channels. To view the most up-to-date list, simply check your Manage Integrations settings (see screenshot below).
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Customizable reports
Have the ability for the Admin to generate more reports dashboard-style and be able to export it other than the utilization and the Trackers dashboard. Being able to filter through and run different reports will help us have a better understanding of the things that matter to us the most.
11 votes -
RingSense Audit Trail
Create Audit Trail for Admins to monitor Manual Downloads of Audio and or Transcriptions (show individual interactions).
Audit Trail will monitor new role/permission for Redactions and Remove Redactions (show individual interactions).
Audit Trail will bolster Security of Data
Audit Trail should not be able to be deleted by anyone, should run for 12 months or more. Search and results should be able to be downloaded or printed. NOTE: emailing a file like this unencrypted is less desirable and poses data privacy issues.
11 votes -
Comments: Notification, Tallying and Coaching Insights
Currently we can see the # of Feedback, # of Scorecard and # of Calls listened to. But from an auditing and coaching point of view we aren't seeing a tally of # of Comments provided.
Yes this is mainly a management based platform but the comments let us know that the coached isn't just accepting the AI/manual feedback and scores, with no rebuttal or agreement.
Being able to see that Agent A received X amount of feed back, on X amount of calls and then provided X amount of comments would expand the Coaching Insights into a more comprehensive…
10 votes -
Train Ringsense with Our Policies, SOPs & Training Materials
To make Ringsense even more helpful, we can upload our internal policy documents, SOPs, training manuals, and guides directly into the platform. This would allow Ringsense to answer questions and provide support based on our actual procedures and documentation—cutting down on manual lookups and boosting accuracy in day-to-day operations.
✅ Supports formats like PDFs, DOCs, and other common file types
✅ Great for onboarding, compliance, and consistent support
✅ Scales knowledge-sharing across teams10 votes -
Instant Notifications added to views
The ability to get daily, weekly, and monthly notifications are great for the various views. It would be critical for some businesses to get instant notifications for calls hitting certain criteria.
10 votesI'm pleased to announce that this feature is now available in your account. You can create a saved view and use it to subscribe for immediate notifications/alerts for the view.
You can find additional details in the attached image.
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Ability to remove/delete implicit teams within RIngSense
Customers would like the ability to remove an implicit team if that manager role no longer applies to that user. Right now, you can remove all the team members from that manager's team, but the team remains with one member ... which is that manager. The only workaround is to unassign that user's license in the admin portal. The team (along with the user) in RingSense will then be removed. You can then reassign the user and pick a role for them in RingSense.
10 votes -
Edit AI Metric Scores
There is already an idea in for RingSense for Sales, but this is critical for RingCX as well. If a supervisor disagrees on something like negative sentiment, they should be able to modify.
In addition, it would be nice to modify the thresholds of metrics like talk-to-listen ratio and what counts as a "negative" ratio.
Link to other idea for RS4S: https://ideas.ringcentral.com/forums/958502-ringsense-ai/suggestions/48113318-the-ability-to-change-the-ai-score
10 votes -
Filter by Scorecard completed
- Add an option to filter by Scorecard completed, similar to the feedback filter.
- Ability to filter further by scorecard completed by selected manager or admin would also be helpful.
10 votesLook for "Scorecard completed" filter in "All Filters" on the Calls page
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Add average AI generated score and rename columns on the Scorecards tab within the Coaching tab
On the Leaderboard within Coaching > Scorecards, add in "Average AI Score" as a column and change "Average Score" to "Average Human Score." Placement should be to the right of "Average Human Score" on Leaderboard. On the table below, add in "Average Human Score" to the right of Scored ("Scored" could be changed to scored by human)
10 votes -
Ability for managers to select which user scorecard is for
If there are multiple reps on a call, the managers who have access to the call should have a drop-down on the scorecards to choose which rep they are grading on the scorecard. The current limitation only allows managers/admin to grade the host of the call. In several cases, the host of the call is not speaking the most.
10 votes -
Ability to add a summary note to recordings saved in a Library
It would be helpful to have an ability to add a summary note when moving a recording into a Library folder. This would allow people to quickly determine the reason why the recording is being saved, and what is the critical information to get from it.
Note that the summary should also include who wrote it and have the ability to edit/add additional notes.10 votes -
Integration with Zendesk
CRM Integration with Zendesk. This will be key for both RingSense for Sales and RingSense for RingCx. Zendesk is currently 1/2 CRM integrations we have for RingCx. Very popular integration for MVP and CC accounts.
10 votes -
Add a "feature request" and "report an issue" button in RingSense
The suggestion is to add an easily accessible button for customers to submit feature ideas and report issues in the native platform.
10 votes -
RingSense Auto & Manual Redaction
In Conjunction with the Auto Redaction, Offer a new Role/Permission for Manual Redaction allowing an authorized user to redact via audio timeline and or the transcript that places the traditional marker line over the audio/text section. When redacted all corresponding data will be updated with the marker hiding the text/audio.
Playback will keep the original timeline and simply play dead air over the redacted portions. Transcribed/text data will be redacted in the traditional "Classified" style,
Download of audio or transcript retains redactions.
Redactions can be removed by a user with a proper Role/Permissions to "Remove Redactions". There should be an…
10 votes -
RingSense: Anonymize some of the call/meetings recorded to be shared as a training
RingSense for Sales can be used to show to new employees what could be a great example to follow or showing what not to do. It would be beneficial to anonymize the interaction shared with the entire teams (when stored in the library folder).
At least scrapping the employee names (optional) (ideally cover their videos too). Please consider to disable it through API.10 votes -
Assign managers to agents in bulk
We would like to have an option to assign agents to managers in bulk. Currently, we have to go to each agent and assign multiple managers manually. We would like to suggest having an option to select all managers in the list for a much quicker process.
9 votesThis feature is now available in your admin settings. You can bulk edit (upto 100 users) and assign them a specific role, manager, additional manager etc. You can find additional details in the attached gif
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Auto-email AI Assistant phone call transcripts to RingCentral User
Our team would like a feature to set AI-generated phone call transcripts to automatically be emailed to the RingCentral user, instead of needing to manually send the transcript for each phone call.
9 votes
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