176 results found
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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 -
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 -
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 -
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 -
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 -
automatic notify for the frustrated customers via email
automatic notify for the frustrated customers that are under tracker via email
1 vote -
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…
6 votes -
The "Next Steps" Notes on a call should be in a separate List of To DO's to monitor and check off without having to go into each and every c
The "Next Steps" Notes on a call should be in a separate List of To DO's to monitor and check off without having to go into each and every call
1 vote -
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…
9 votes -
The non-obvious process of enabling integration for Salesforce
Please highlight the "Manage" button on the integrations page for Salesforce that is in the "in progress" state.
1 vote -
Buld Download for Transcripts in Ringsense All Interractions
We would like to have the ability to bulk download all interaction call transcripts.
It would be much better if we can add it to the existing call data in all interactions so we can have them all in one report.9 votes -
LeadDocket Integration
You already have an integration for Filevine, it would be wonderful to have an integration for Lead Docket as well since they're developed by the same company.
1 vote -
Integrating AI for Recruiters to take transcript and apply a template to it to organize information
Integrating AI like ChatGPT for Recruiters to take transcript and apply a template to it to organize the information
1 vote
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