7 results found

1. Limit Manager Access to Interactions in RingSense

   Feature Request: Limit Manager Access to Interactions in RingSense
   We wish there was a way to limit managers’ access to interactions in RingSense.

   For example, a manager should only be able to view the interactions of users who are directly assigned to them as their manager. They should not have access to interactions from other teams or users outside their scope.

   Currently, even if we:

   Customize roles

   Create a dedicated team for the manager

   …the manager can still view all interactions across other teams in the RingSense dashboard.

   Benefit of Having This Feature
   Enhanced Data Privacy & Security: Ensures sensitive conversations and customer data are only accessible to relevant team leads.

   Better Team Segmentation: Helps managers stay focused on their team's performance and insights without distractions from other groups.

   Role-Based Access Control (RBAC) Compliance: Aligns with common enterprise security practices and compliance standards by enforcing access boundaries.

   Improved Trust: Employees may feel more comfortable knowing that only their direct manager can access their interactions.

   Feature Request: Limit Manager Access to Interactions in RingSense
   We wish there was a way to limit managers’ access to interactions in RingSense.

   For example, a manager should only be able to view the interactions of users who are directly assigned to them as their manager. They should not have access to interactions from other teams or users outside their scope.

   Currently, even if we:

   Customize roles

   Create a dedicated team for the manager

   …the manager can still view all interactions across other teams in the RingSense dashboard.

   Benefit of Having This Feature
   Enhanced Data Privacy & Security: Ensures sensitive… more

   6 votes

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   0 comments  ·  AI Conversation Expert (ACE)  ·  Delete…  ·  Admin →
   Already Exists  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   As an admin, you can enforce strict data access controls.

   
   

   When customizing a role, go to the Call List section and disable All Calls. This ensures the manager can access only their own calls and the calls of their team.

   
   

   Please see the attached screenshot.

   
   

   Also note that, in case a user contains more than 1 role, you can use the user edit option to remove any additional roles which might be present for the user.

2. Video meeting recording sharing using RingSense

   It will be much better if we can view the actual video recording on RingSense instead of the audio of the meeting only

   1 vote

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   0 comments  ·  AI Conversation Expert (ACE)  ·  Delete…  ·  Admin →
   Already Exists  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   RingSense automatically changes its view to show video player if a video recording is available for an interaction. See the screenshot for an example

3. Be able to download RCX call recording using the RingSense portal

   Be able to download RCX call recording using the RingSense portal

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   0 comments  ·  AI Conversation Expert (ACE)  ·  Delete…  ·  Admin →
   Already Exists  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   As a user with access to a specific call recording, you can directly download the recording from the RingSense portal.

   Please find additional info on downloading a call in the help article

4. ringsense save call audio

   We need the ability to download call audio from RingSense.
   Clients want copies of calls, I would rather our call monitors work through Ringsense to take advantage of ring sense capabilities and download calls they want or need to share with clients by downloading them from RingSense.
   Right now the only way to download the audio is from RingCX, therefore they will work from the RingCX report or have to go back and forth between the two. This will cause us to use RingSense less because it causes double work.

   I would have expected the ability to save calls straight from the audio player built into ringsense.

   We need the ability to download call audio from RingSense.
   Clients want copies of calls, I would rather our call monitors work through Ringsense to take advantage of ring sense capabilities and download calls they want or need to share with clients by downloading them from RingSense.
   Right now the only way to download the audio is from RingCX, therefore they will work from the RingCX report or have to go back and forth between the two. This will cause us to use RingSense less because it causes double work.

   I would have expected the ability to save calls straight… more

   1 vote

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   0 comments  ·  AI Conversation Expert (ACE)  ·  Delete…  ·  Admin →
   Already Exists  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   RingSense already supports downloading of call audio directly within the RingSense app. Please find additional details here: https://support.ringcentral.com/article-v2/Navigating-the-Call-Detail-page.html?brand=RingCentral&product=RingSense&language=en_US&pills-nav=ringsense_standalone

   
   

5. RingSense: Free Admin License

   The suggestion is for a free admin license to make general changes to the RingSense environment without needing to digest or grade data. The idea is to have a support role to help sales orgs get set up and going.

   14 votes

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   1 comment  ·  AI Conversation Expert (ACE)  ·  Delete…  ·  Admin →
   Already Exists  ·  Eugene responded

   Super admin (extension 101) has Admin Only access to RingSense.

6. Add Filter for Users in RingSense

   In RingSense under all calls, please add the ability to add a filter on an individual user or a team.

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   0 comments  ·  ACE for RingCX  ·  Delete…  ·  Admin →
   Already Exists  ·  Eugene responded

   Please see "Teams", "Hosts" and "Participants" filters on the Calls page.

7. Surface out the frustration and/or objections in a call

   There should be a way to bubble out frustrated calls. The summaries are interesting, but the killer feature is a list of all calls where emotion was high and the customer didn’t like the resolution offered by the representative.

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   0 comments  ·  AI Conversation Expert (ACE)  ·  Delete…  ·  Admin →
   Already Exists  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   RingSense automatically extracts customer frustration and objection for every single conversation