572 results found
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To have the ability or option to transcribe an existing call Recording
We would like to have the ability to transcribe an existing recording. In case the notes or transcript were turned off during a live call, we can still have the option to transcribe a recording.
9 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 -
Ability to create Scorecard then attach trackers
Provide the ability to use Trackers/AI to assign scorecards to interactions based on trackers being assigned to the scorecards. In other words create a scorecard, attach specific trackers. Then when trackers are found in interactions add the relevant scorecards to the interaction
8 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.
8 votes -
Ability to assign multiple reporting managers to a member/team
Request is for the ability to assign multiple reporting managers to multiple members/teams across the board. Stated in another way, the goal is for RingSense to support multiple managers per agent within the RingSense hierarchy. This could be especially helpful for BPOs, which often have agents working for more than one client, so in addition to supporting multiple managers per agent, there needs to be a way to support managers from different clients looking at the same agent but only focusing on the respective manager’s aligned business' calls.
8 votes -
Admin Settings for Call Transcriptions following completed calls
Give admins the ability following a completed call to have the transcript of a completed call to be sent to the customer in different formats - pdf, or text file, or similar to voicemail, "text to voicemail." The issue is about capturing the "event" or the conversation from a "compliance" standpoint, which I suspect will be more important when RingSense for Service comes about.
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.
7 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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RingSense License Reassignment
Allow a RingSense license to be freed up or reassigned to another user.
7 votesThis is already supported by the RingCentral Billing portal.
For any RingSense license, you can un-assign or re-assign it any time. Please see the attached screenshot.
You can find additional details here: https://support.ringcentral.com/article-v2/Managing-licenses-in-RingCentral-account.html?brand=RingCentral&product=RingEX&language=en_US
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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.
7 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
7 votes -
Connect RingSense to RingCX admin console for Supervisor management
Connect RingSense to RingCX admin console for Supervisor management so we don't have to update the supervisor settings for Agents in 2 places.
7 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.
7 votes -
i'm looking for ai summaries on past calls. I have recording and AI turned on for all calls
Not all my calls are being summarized, just the ones I've triggered during a computer app call, not on tablet or phone apps can I take the recording and get it ai summarized?
7 votes -
download transcript after the call is finished
Costumer would like to be able to download the transcriptions ones the call is ended ,
As for now they can only download the audio7 votes -
Share RingSense recording without having to first specify an email address
Ability to obtain share link for external parties without having to enter an email address.
They would like to get a copy of the link so they can send a more personalized follow up email and response with the recoding link from RingSense for the meeting.7 votesThis feature is now available
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Ability to create a folder with specified/assigned user visibility
Ability to create a folder within RingSense and allow or assign specified users or teams access (i.e. folder for just managers to review.) Currently limited to share privately or completely public or individually to specific users.
7 votes
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