831 results found
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mask sensitive info from transcript and ai notes
I've discussed this at length with multiple support reps and I've confirmed that when you set up call masking in RingSense, that it only masks the audio recording, and does not mask the transcripts and AI summaries.
This is a major security concern as sensitive customer information such as credit cards needs to be masked from everything, not just the audio. For compliance with PCI DSS, the call masking logic needs to be changed so that transcripts and AI summaries are masked as well as the audio recordings. This is a HUGE security and legal issue.
18 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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RingSense QM Report - Interaction Arrival AI Analytics
Provide QM Reporting on RS4RCX that provides details of incoming Interactions, compiled with API Data from RingCX on Abandoned Calls and marry the abandoned with Sentiment and the number of available agents in the timeline.
Useful information to have in the report based on Hourly (with a date/range selected), daily, weekly and monthly.
The number of interactions could show peaks and valleys, when abandoned interactions occurred, what the average sentiment was of the handled interactions at the time, average wait time, average handle time, number of agents logged in, number of agents available, number of agents busy and number of…18 votes -
Add a role management module for access levels in AIR / AIR PRO
Hello,
a role management module would allow organization to have a better security control .
in some organizations each department may strictly need to manage part of their own IVAs as well as their analytics each.would it be possible to add this crucial feature.
thanks
17 votes -
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.
17 votes -
call park recording
Customer would like to have call recording option for call parking
17 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!!
16 votes -
Configurable Data Retention Period for AI Notes
Description:
Allow administrators to set and manage the data retention period specifically for AI-generated notes.Use Case:
Organizations may have different compliance or data governance policies. The ability to configure how long AI notes are retained helps meet internal data lifecycle requirements or external regulatory obligations.Requested Functionality:
Set custom retention period (e.g., 30/60/90 days or custom date).
Option to delete notes manually or automate deletion based on the set period.
Visibility or logs showing retention status.
16 votes -
AI Notes user access
It will be best if the admins can set the user permission on the account to turn on/off AI Notes.
16 votes -
Spanish language support with AI Recptionist
Please support the Spanish language within AI Receptionist
16 votes -
RingSense Integration for Salesforce -Fetched Summary, Transcripts and Notes to be posted in Notes Section of Salesforce
Currently, the Summary, transcripts, notes and data fetched based on the recordings are are showing a logs on the Salesforce, customer wants to also have these data posting in the Notes section of the Salesforce.
16 votes -
Ability to support multiple instances of a CRM/CRMs for one customer
Many organizations have multiple separated instances of CRMs. Currently, RingSense is not able to support this. With the ability to support multiple, the deals, coaching and trackers would only allow managers to see the data relevant to their team and CRM instance.
16 votes -
Bypass AI Receptionist Greeting
For the AI Assistant, when I call it first has to go through the entire greeting before it can recognize/process verbal commands to connect me to a call. Is there anyway to bypass this so I can make it so verbal commands can be heard right away during the greeting?
15 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…
15 votes -
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.
15 votes -
Can RingSense be filterable on disposition code?
Can RingSense be filterable on disposition code? This would be helpful with focusing coaching on specific aspects of our business
15 votesYou can filter ACE interactions based on the disposition code. Disposition is automatically imported from the underlying system, RCX or NICE.
Additionally, you can use the new advanced filters section to also type your query in plain text, to filter and find relevant calls
eg: Show me calls with disposition as disconnected.
You can find additional details in the attached screenshots
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Add the ability to enable/disable the AI Notes feature on transferred calls.
Add the ability to enable/disable the AI Notes feature on transferred calls.
15 votes -
adjust how AI notes summarize calls
have AI transcribe calls from the perspective of the call taker. adjust how AI notes summarize calls. Right now, the notes use a third-person perspective, but I would like them to be written from the perspective of the call taker.
15 votesI'm glad to announce that this feature is now live in your account.
Account -> Admin Settings ->. ... -> Templates.
In the templates section, you can customize summary for each template
You can customize the summary template, including the ability to summarize it in 1st person.
You can find the relevant section in the attached screenshot
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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
15 votes -
Granular ACE Permission Levels with Restricted Call Data Access
We would like to request the ability to configure multiple levels of ACE management permissions while maintaining strict control over access to call data.
Currently, the permission model does not allow organizations to create three distinct levels of ACE administrators or managers with different administrative capabilities while ensuring that each level can only view the call data relevant to their assigned scope.
The requested enhancement would allow administrators to:
Create multiple (e.g., three or more) ACE management permission levels.
Assign different administrative capabilities to each level.
Restrict access to call recordings, analytics, and other call-related data based on assigned users,…14 votes
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