279 results found
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Ability to to modify Interaction Summary and Filters
When a call is received, please note that the interaction summary may take some time to populate after the call ends. This delay is expected as the system processes the call details.
Additionally, the available filters in the interactions section (such as Coaching and Scorecard) are part of the default system design. At this time, these filters cannot be removed or customized.
1 vote -
Filter Only Low CSAT Scores (True Negative Feedback)
Currently, when selecting “No” in the interactions view for a CSAT question, it includes all responses marked as “No”, but these can still have different scores (e.g., 6, 4, 2, 1).
I would like the ability to filter and view only truly negative feedback (low scores) — for example:
Show only interactions with low ratings (e.g., 0–4 or 0–5)
Exclude higher “No” scores like 6 if they are not considered critical
Allow quick identification of the most problematic customer experiencesExpected behavior:
Click on a question
Select a filter (e.g., “Low Score” or “Critical Negative”)
See only the interactions with…1 vote -
AI-Powered Negative Feedback & Lawsuit Risk Alert System
We propose implementing an AI-driven feature that automatically detects potential lawsuit risks or negative client feedback across communication channels (e.g., emails, messages, support tickets). When such signals are identified, the system will trigger an immediate email notification to designated stakeholders for timely intervention.
Business Objective
Enable proactive handling of client dissatisfaction
Reduce the risk of legal escalation
Improve customer experience through real-time response
Strengthen organizational risk managementTrigger Conditions
Detection of strongly negative sentiment
Mention of legal-related keywords or phrases
Repeated complaints within a defined timeframeExpected Outcome
Faster response to critical client issues
Prevention or mitigation of potential lawsuits…1 vote -
Daily recap that highlights best call scores, lowest call scores and topics of frustrations from previous day.
Daily recap that highlights best call scores, lowest call scores and topics of frustrations from previous day. Maybe display how the day itself scores against the month or defined range of your choice.
1 vote -
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.
17 votes -
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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adjust ace summary length
Allow users to set a default summary length for all outbound calls
1 vote -
Train the AI to customize the call summary specific to the company
Allow the end user to train the AI notetaker on the summary of calls. They could submit information specific to the company, definitions of common words and phrases used by the sales team, and specific instructions on bullet points to include in a summary. This would allow consistent notes with real objectives, and next steps to flow into the CRM.
1 vote -
DNIS
The ACE should contain DNIS information. So you can sort or filter by dialed number.
We have different customers that call their own specific number and would prefer to be able to sort out client specific ACE data.
Using call queues is not sufficient due to the volume of clients and changing call handling rules.
1 vote -
Allow User to Ask AI Anything In the Investigate Side Panel
When clicking into investigate within the insights tab, allow the user to pose their own question versus only using the pre-defined questions at the bottom of the page.
1 vote -
Instant Notifications added to views
The ability to get daily, weekly, and monthly notifications are great for the various views. It would be critical for some businesses to get instant notifications for calls hitting certain criteria.
10 votesI'm pleased to announce that this feature is now available in your account. You can create a saved view and use it to subscribe for immediate notifications/alerts for the view.
You can find additional details in the attached image.
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Views for Trackers
ability to create and save custom filter views on the Trackers page, similar to the Interactions page.
4 votesThank you for providing this valuable idea.
We've added this idea to our quarterly roadmap.
We will post a status update once this feature is live on your account.
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RingSense - Change Audio settings
The Ability to change the Audio settings or the playback audio channel from Monolog to stereo etc,
7 votes -
AI Conversation Expert to Microsoft Dynamics 365
We have integrated RingCentral with our Dynamics 365 Sales CRM. However, when we make a call through the RingCentral app, it is being logged as a Task instead of a Phone Call activity in Dynamics.
Currently, we only support creation of tasks in MS Dynamics.
We hope that we can consider adding calls to log the call in Dynamics in the future.
2 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…
10 votes -
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0 votes -
Availability of Translated RingSense Transcripts in Salesforce
Currently, RingSense only allows the original-language transcript to be imported into Salesforce. While a translated version of the transcript is available, it can only be accessed through the RingSense portal and is not synced to the CRM.
It would be highly beneficial if the translated transcript could also be made available directly in Salesforce. This enhancement would significantly improve efficiency by eliminating the need to access the RingSense portal separately, saving time and streamlining workflows for users who rely on CRM-integrated records.
2 votes -
Enhanced Reporting Filters for Human-Scored Interactions and Custom Sharing Options
Advanced Filtering for Human-Scored Interactions in ReportsThe user's primary frustration is the inability to isolate calls that have been manually reviewed and scored by a human within the main reporting module. Request: Add a filter to the Reports Module that allows users to select interactions based on their scoring status (e.g., "status: scored by a human").
Problem Solved: Currently, users can see this filter in the "Interactions" view, but it is missing from the "Reports" module. Without it, the system exports thousands of AI-scored calls in Excel files, making it impossible for users to efficiently pull only the specific manual…
1 vote -
metric prividing average rings to answer calls
Be able to know how long it is taking for team members to answer the phone by providing a metric that measures average rings to pick up
1 vote -
ACE: Include in Trackers and Coaching the data from the interaction where my team is not considered as the host
Currently, if there are more than one employees in a meeting, the employee's data (not the host of the meeting) is not reflected in Trackers and Coaching menus.
1 vote
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