637 results found
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ring ex verbal prompt or whisper - option to turn off
Ability to have the option to remove the verbal prompt or whisper when it records and transcribes the phone calls. In New York, the law does not require that both people on the call have to be aware that it is being recorded. I don't want them to hear the whisper as it might make them feel uncomfortable.
I would also like the option to use this function on my physical desk phone, if possible.
9 votes -
export
Ability to export reports such as trackers, and scorecard data into csv files.
This can be used to measure improvement over time for specific teams or individuals, correlate data with external measures, and provide better reporting insights that can impact revenue using the tool.
9 votes -
Negative Tracker Alert
The ability to create negative trackers and receive alerts when they are triggered would be a valuable feature. For instance, if a tracker for negative customer sentiment is triggered, it can automatically notify the manager.
9 votesOnce you configured a view by setting one or more filters to capture your criteria for calls of interest, you can configure daily, weekly or monthly notifications to get notified when new calls match your criteria.
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Assign Scorecards based on Team/Individual
Currently when filling out scorecards, you can only apply all the scorecards to all the calls, then scroll through which ones you do/don't want to grade. Ideally, being able to create a scorecard and assign it (just like you would a role in the admin portal) to a team/individual would make it smoother and a better experience for managers.
9 votesRingSense has added support to assign scorecards to specific teams; call types; duration; source etc. These filters can be used for precise targeting of a scorecard.
You can find the details in the release notes - https://support.ringcentral.com/release-notes/ringsense.html
and the support website - https://support.ringcentral.com/article-v2/Creating-and-managing-scorecards-in-RingSense.html?brand=RingCentral&product=RingSense&language=en_US
Additionally, you can see the criteria while creating a new scorecard or editing an existing one as shown in the attached screenshot
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AI tracking over time to see if coaching works
When the manager gives feedback, it is important that RingSense update the manager (to save him/her time) if the coaching works but also to track if the individual falls back into his/her bad habits over time. Example: Someone uses a lot of filler words, the manager can coach on the “Hum”, “like”, “you know what I am mean”, etc.
AI sends an email on a frequency defined by the Manager and once the behavior is corrected, no more email notification unless if the AI detects the behavior has returned.9 votes -
RingSense: Add the ability to share the comments and feedback when externally sharing a call.
When sharing calls outside of RingSense, the information is limited to the call/video recording, summary, and transcript of the call. Would like the added functionality to share the comments and feedback from the call.
9 votes -
Ability to filter calls that do not match a specific tracker
As an example, an organization needs for the receptionist to say "xyz" during each call. Would like to be able to filter on calls where that does not take place (i.e. calls that do not have that tracker).
9 votesUse the "Trackers" filter to choose some trackers and then select the "none of" option in order to implement this negative logic.
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The AIR (AI Receptionist) has the ability to customize the "soft skills" used for its conversation/Response style.
The AIR (AI Receptionist) has the ability to customize the "soft skills" used for its conversation/Response style.
8 votes -
RingSense Scorecard-Non Applicable (N/A) to only be selectable as a score for specific questions
We asked for Non Applicable to be included as part of the Scorecard template. We are really happy this has been added, HOWEVER, in Admin it needs to ONLY be selectable for specific questions, not all questions. The overall scoring will be inconsistent if a Team Leader chooses N/A when it doesn't apply to that question and it should be either a Yes or a No .
When setting up the template question, there should be an option to choose whether N/A should be applied to that question.
8 votesRingSense/ACE now allows flexibility to mark a scorecard question as mandatory or optional
As an admin, you can specify which questions are optional v/s required. See the attached screenshot.
Key benefits of this feature include:
- Ensures consistent evaluations by making critical questions mandatory
- Enables flexible scoring with optional questions for non-applicable scenarios
- Gives admins tighter control over quality standards and compliance requirements
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Add a 5-Second Response Delay for the AI Receptionist
To prevent the AI receptionist from interrupting customers while they are still speaking, configure it to wait 5 seconds before responding.
This ensures a more natural and polite interaction.
8 votes -
LIVE TRANSFER
WHEN ATTEMPTING TO LIVE TRANSFER. ONCE THE AGENT PRESSES TRANSFER. THE CUSTOMER SHOULD AUTOMATICLY BE PLACED ON HOLD. THE NEXT OPTION SHOULD BE WARM TRANSFER. THIS WILL ALLOW THE AGENT TO SPEAK TO THE REP AND GIVE INFORMATION BEFORE THE TRANSFER. ONCE THE REP AND AGENT HAS DISCLOSED INFORMANTION. THE NEXT OPTION SHOULD BE TO MERGE THE CALL WITH THE CUSTOMER AND REP.
8 votes -
Custom API for AI Receptiopnist
Having the ability to integrate a custom API with RingCentral’s AI Receptionist would be a game-changer for us. It would let us connect our existing CRM and scheduling tools directly to the receptionist, so it could automatically pull up customer info and book appointments without any manual input. That kind of seamless flow would save us so much time and reduce errors, plus it would make the experience way smoother for our clients. Honestly, it feels like the perfect way to take our customer service to the next level
8 votes -
Scorecard with templated script options to provide answers
The ability to implement one or more scripts as answers to questions in Scorecards.
For example, currently, there could be a question like "Did the agent greet the caller in a friendly manner?" "Yes/No", we would have an AI-generated answer of perhaps "Yes".
But if a customer has a specific script to say as the welcome message, for example "Thank you for calling XYZ, you've reached the Customer Services team, how can I help?", it could be selected in the Scorecard as the correct statement or phrase in order to achieve a "Yes".
The same could be applied for things…
8 votes -
Sync RingCX and RingSense customer data
Currently RingSense interaction data and transcripts just say "customer". If we/an employee has created a customer profile in RingCX during a call, that customers name should transfer over, and should also be a searchable field when trying to bring up past calls/transcripts.
8 votes -
Remove RingSense from agent view
Customer Genpact would like to us to remove RingSense from the RingCX agent's view. Agents are to be monitored/recorded but they don't want agents to see RingCX at all.
8 votes -
Scorecard Additional Option
When using a scorecard with "YES" or "NO" answer options, have an N/A option or a way to unclick what AI selected.
8 votesThanks again for the suggestion! I’m pleased to let you know that we’ve added this feature—it’s now live and ready to use.
You can now select N/A as an option for any scorecard response. Please find the screenshot for additional details.
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Live call listening
Should have a live call listening to shadow.
8 votes -
Remove Profanity Censoring
The RingSense transcriptions have profanity censored out. It would be helpful for us to have the ability to have an option for how the transcripts are censored. The context of profanity within a call is very important for us as a law office to have the most accurate transcripts possible.
8 votes -
Chat Feature in RingSense
Customer Feedback from a RS demo ---
(RingSense) needs an "ask me anything" chat-like feature for post-call action items
- ex: can ask ringsense "what closing questions could I have asked to win that deal?", "write me a follow-up email with next steps and a recap"8 votes -
RingSense: More insight for Manager - Coaching progress per employee & Alert when issues come back
The ability to help the manager to keep track of their coaching output. Right now, it is difficult to see if the coaching is working or if the employee goes back to his old (bad) habits. RingSense could send a weekly update or an email alert when the employing is dipping with this specific skills
8 votes
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