713 results found

1. Show percentage of calls per agent on trackers tab heatmap

   Instead of a number of calls per agent, per tracker, it would be helpful to have a percentage of calls per rep/tracker.

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   Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   Thanks again for the suggestion! I’m pleased to let you know that we’ve added this feature.

   RingSense tracker heatmap, now expands to a rich full screen chart which provides various filtering capabilities as well as the ability to select the data point -- percentage of interactions or absolute  values. Please check out this video for more details on accessing the feature.

   https://www.loom.com/share/27e2de0fd72c4ee396ba7ecfb0339bff?sid=32317b83-2431-4e35-b043-4b21ae06e928

2. SMS as a Channel/Integration

   Ability to integrate with RingCentral MVP SMS/MMS and RingCx SMS/MMS. Would like to be able to match SMS interactions to deals and track concepts/contexts and keywords like we can with calls.

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3. Easier Navigation to Access Coaching Information

   Goal is for a Supervisor to be able to see their managers' coaching capabilities. For example, to be able to select a range of dates and click to be able to see feedback and coaching themes without having to drill too deeply.

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4. Filter by Call Queue/Voice Queue/Skill Number

   Ability to filter calls by Call Queue (MVP) and Skills/Voice Queue

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5. Create admin setting for emailing call recording to user

   Just as voicemail recordings are emailed to the user following a call, so should a call that a RingSense user finishes. The admin should have the ability to choose this setting for each user, so it's able to be for some users but not others.

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6. i would like to add to the end of AI conversation : thank you for calling company name and have a great day!

   i would like to add to the end of AI conversation : thank you for calling company name and have a great day!

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7. Allow RingEX Super admins to designate ACE Licence users as ACE admins in ACE licencing page.

   ACE Admin left, account deleted now we need a support ticket to administer the system.

   I'd also like to add give all RingEX super admins ACE admin access (Only) no access to supervisor, calls, logs or transcripts required, just admin to manage groups/access etc. So they can admin without requiring the consumption of an ACE licence.

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8. Notifications for RingSense Tracker

   Would like to have the convenience receiving reports/notification when RingSense Tracker was triggered by (any of these):

   Keyword/Phrase Detection
   Concept/Intent Tracking
   Speaker-Specific Triggers
   Post-Call Processing

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9. Adding Columns to ACE

   Add columns like client Name and email/phone number to the Ring Sense Interactions list

   6 votes

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10. AIR backup Ext

    AI Receptionist: Allow call queue extension to be use as backup extension

    as per Engineering Team

    AIR does not support this feature for now, only user extensions can be used as backup ext.

    6 votes

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11. AI Receptionist to ask and gather information

    AI should have the abillity to ask questions and gather data that can be useful for some company that involves scheduling or booking. Once information is obtain it will be sent to users

    6 votes

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12. AI receptionist Calendar

    Enable Calendar on AI receptionist

    6 votes

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13. AI Notes in Microsoft Teams Embedded RC App

    AI Notes in Microsoft Teams Embedded RC App where user can take notes during meetings or call.

    6 votes

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14. Live reports - Agent Details. (Avail time and Logoff time)

    Live reports should include total agent available time and logoff time.

    6 votes

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15. RingSense ScoreCard Template

    We would like to request the addition of a feature that allows users to upload a template for RingSense Scorecard questionnaires.

    Currently, each time we need to create a new set of scorecard questions, we have to input them manually one by one. This process is not only time-consuming but also inefficient, especially when dealing with larger or multiple sets of questionnaires.

    Having the ability to upload a pre-formatted template—such as a CSV or Excel file—would significantly streamline the process, reduce manual entry errors, and improve overall user experience.

    We hope you will consider adding this functionality as part of a future update to the RingSense Scorecard system.

    Thank you for your attention to this request.

    We would like to request the addition of a feature that allows users to upload a template for RingSense Scorecard questionnaires.

    Currently, each time we need to create a new set of scorecard questions, we have to input them manually one by one. This process is not only time-consuming but also inefficient, especially when dealing with larger or multiple sets of questionnaires.

    Having the ability to upload a pre-formatted template—such as a CSV or Excel file—would significantly streamline the process, reduce manual entry errors, and improve overall user experience.

    We hope you will consider adding this functionality as part of… more

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16. Support for CallRail Whisper Message When Forwarding to RingCentral

    Current Behavior:
    When a call is forwarded from CallRail to RingCentral, the whisper message configured in CallRail is not played. Instead, the call is passed directly to the call handling flow set up within RingCentral.

    Requested Feature:
    Enable the whisper message configured in CallRail to be played to the recipient (agent/user) even when the call is forwarded to RingCentral.

    6 votes

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17. Template Tab with Pre-Configured Questionnaire

    Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms appear in conversations. They show where something was mentioned but don't systematically organize responses into structured answers.

    Q&As currently allow AI to infer general questions and answers from a conversation, but these are generated post-call based on what the AI finds important — they are not based on a pre-defined, user-driven questionnaire.

    Scorecards provide a useful way to see whether specific questions have been asked during the conversation, but they do not capture or display the actual answers to those questions. Instead, scorecards track the presence of certain topics or questions, but they lack the ability to extract concise, one-line responses to each question.

    How it Works:
    Admin Configuration:
    In the Admin Portal, admins can create and manage "Templates" predefined sets of questions relevant to a specific workflow (e.g., pre-screen interviews, discovery calls, qualification calls).

    During/After Conversation Analysis:
    Once the conversation is processed, the AI will:

    Analyse the conversation (audio + transcript).

    Match user-configured questions against the conversation.

    Extract concise, one-line answers if information is available.

    Leave the answer field blank if a question was not answered during the conversation.

    User Interface:
    A new "Template" tab will be added to the overview screen where users can:

    Select a relevant template (if multiple exist).

    See each question with the extracted answer.

    Download/export the completed Q&A if needed.

    Example Use Case:
    Recruitment companies conducting pre-screen interviews:

    Create a template with standard questions like:

    "What is your current salary?"

    "What is your notice period?"

    "Describe your previous experience."

    "Are you open to relocation?"

    After an interview, the recruiter simply checks the Template tab to view the summarized answers without manually scanning the transcript.

    If a candidate didn't mention salary, that field remains blank.

    Why the Template Tab Is Different and Valuable:
    Pre-Configured Workflow: Admins can upload a consistent set of questions before the conversation, aligning the AI’s attention to exactly what matters for their specific business process (e.g., recruitment, discovery calls, sales qualification).

    Structured Data Extraction: Instead of unstructured highlights, users get a clean, one-question-one-line-answer format, making it much easier to review, export, and take action on the gathered information.

    Gaps Are Immediately Visible: If a question is not answered during a call, the corresponding field remains blank, providing clear visibility into missing information without reading the full transcript.

    Saves Manual Work: Users don't have to dig through the transcript or rely on ad hoc AI prompts; the important information is automatically captured in an organized format.

    Consistency Across Conversations: Ensures critical questions are always tracked and answered consistently, regardless of which rep or interviewer is running the conversation.

    Why This Is Valuable:
    Speeds up information retrieval:
    Users no longer need to manually read transcripts or ask AI externally (e.g., copy/pasting into ChatGPT) to find answers.

    Consistency in data collection:
    Ensures important business-critical questions are tracked across all conversations.

    Saves time and reduces error:
    Reduces human error in data gathering from calls and accelerates internal workflows (recruitment, sales, support).

    Enhances AI usage within RingSense platform itself:
    Keeps users inside the platform rather than needing to export transcripts to third-party tools for Q&A extraction.

    Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms… more

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18. Transcription is not good for spanish when a summary of the call is being done by AI or in ringsense on the backend. It is completely wrong

    Transcription is not good for spanish when a summary of the call is being done by AI or in ringsense on the backend. It is completely wrong

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19. Notifications for Specific trackers

    There needs to be a notification option for when a specific tracker is triggered in a call. This would allow us to use our customized trackers and catch potentially missed sales opportunities by creating the ability to immediately follow up.

    6 votes

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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    I'm pleased to announce that this feature is now live on your account. You can use RingSense to create a saved view (which is just a selection of filters of interest, eg: trackers). Please find additional details here - https://support.ringcentral.com/article-v2/Searching-for-calls.html?brand=RingCentral&product=RingSense&language=en_US

    Along with this we also recently launched a feature to enable immediate notifications for any saved view. This will allow you to get immediately notified when the alert criteria is met.

20. translator

    Integrate AI into live phone calls. Create the ability for an employee to speak in English, and have the AI translator say it in Spanish for the client. Vice versa- If a client speaks Spanish the AI translator would say it to me in English. We would benefit from this not just for Spanish-English but for other languages as well.

    6 votes

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