328 results found
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Coaching tab
I can see a total of Agents whose feedback was shared with them and a total of the agents who reviewed it. However, a report that shows (Agent name) which agent viewed it and which ones did not would be most helpful compared to aggregate totals.
1 vote -
Coaching tab
I can see a total of Agents whose feedback was shared with them and a total of the agents who reviewed it. However, a report that shows (Agent name) which agent viewed it and which ones did not would be most helpful compared to aggregate totals.
1 vote -
Ability to remove/delete implicit teams within RIngSense
Customers would like the ability to remove an implicit team if that manager role no longer applies to that user. Right now, you can remove all the team members from that manager's team, but the team remains with one member ... which is that manager. The only workaround is to unassign that user's license in the admin portal. The team (along with the user) in RingSense will then be removed. You can then reassign the user and pick a role for them in RingSense.
13 votes -
Scoring
It would be appreciated if the score for calls did not need a human to review the call to complete the scoring. Most of our calls have only a partial score and require a person to go in and review the call to add the score for those sections. This creates more work for the people involved rather than simplifying by having the AI score the whole call and allowing us to focus on where the AI has identified the need for improvement.
1 voteThis feature is now live on your account. As an admin, you can mark scorecard questions as required or optional. AI will automatically fill out all required questions ensuring no human scoring is needed.
Please see the attached screenshot for more details
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The title of the uploaded calls in RingSense should sync with the RingCentral contacts list.
The title of the uploaded calls in RingSense should be synchronized with the RC Contact list. It should display the contact name instead of just showing the phone number when calls are uploaded, similar to the Call Logs, where the saved contact name from the Personal Contact List is displayed rather than just the phone number.
24 votesI'm pleased to announce that this feature is now available in your account.
Head over to Admin Settings - Integrations - REX - Manage Integration
There is a new flag available in RingEX Integration to provide ACE permissions to pull contact data.
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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 votesI'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.
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Translate other languages into English in the transcripts
AI to translate more languages into English not just Spanish and French. There is a higher need for Portuguese, Mandarin, Cantonese, Arabic and Hindi
6 votes -
RingSense Task to set to closed automatically
I recently upgraded our RingCentral for Salesforce package and now our reps are noticing when a RingCentral task is generated in Salesforce, the status of that task is automatically set to "Open". This heavily skews their view of incomplete tasks. Is there a way to automatically "Close" these tasks? For example, whenever an inbound call comes in, RingCentral creates a task (which is correct), but it leaves it "Open". We need it to be "Closed"
2 votes -
Advanced People/Team view in RingSense
Currently the people view is limited, some additions:
1. An advanced view with additional columns
2. Ability to export the lists
3. Ability to edit users in bulk
- Should be able to assign role, manager, etc to multiple users.. currently have to drill into each user and assign manager or role individually
4. Team setup is not intuitive and editing is limited even with full admin
- Added a Director as an additional manager on the users they oversee, while those users have a different direct manager. The set up of additional manager created 2 different teams under that…4 votes -
create a limited feature license that only features SOME of the modules, without spending so much on a standard license
Create a more limited license to access certain "modules" of the product.
For my use case, I don't need all the features available. I need to be able to easily search for calls, but not all of the analytics and monitoring that is available across the platform.
1 vote -
ability to delete interactions in bulk
It would be more convenient for the customer if they would have an option to delete the interaction in bulk if in case they wanted to delete more than 1 interaction
1 vote -
Calls processed in RingSense should display the Contact Name.
When integrated with Salesforce, calls processed in Ringsense should display the Contact Name rather than the Account Name in the Title.
12 votesThank you so much for your valuable feedback.
We've now implemented various advanced settings for Salesforce configuration.
Advanced configuration settings for Salesforce include:
- Enhanced call title formatting options - choose from Account, Lead, Contact, Opportunity (this feature request)
- Choose priority list in case there are multiple matching records for the same phone number/email
- Choose the behavior in case no matching record is found in CRM
Please follow the instructions in the screenshot to update the relevant settings.
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RingSense to Microsoft Dynamicxs 365 - Task to be and open task instead o automatically completed
Once RingSense processes everything in the background, the information appears in Dynamics as a task within the contact record. While the task can be viewed, it is not editable.
The customer would like to change the "Regarding" field of these tasks—linking them to an opportunity, Help Exchange, or other entities instead of defaulting to the contact. However, when the task appears in Dynamics, it is already marked as Completed, which prevents any modifications.
2 votes -
ai receptionist
RE: AI receptionist and incoming caller ID for transferred calls
I would like the extension being called to display either the actual phone number being called or the name of the AI receptionist being called, which is the user's extension on the app.
Case #: 28752073
1 vote -
RingSense: Additional Task for AI-driven next steps
Overview:
Currently, when RingSense integrates with Salesforce, it logs AI-generated call results including the overview, Q&A, insights, and more by creating a task in Salesforce. All relevant information is posted in the comments section of that task, which is extremely helpful for context and visibility.Request:
If the AI identifies and recommends clear next steps as part of its analysis, it would be highly beneficial for RingSense to automatically create a second, pending task in Salesforce to represent that follow-up action.Value:
Ensures that next steps are not missed or buried in task comments
Improves workflow continuity and accountability by…
2 votes -
Show in coming phone number
Display incoming phone number
3 votes -
Grouping Trackers
Grouping of trackers would be great for testing and organization. Once you get into the 25 or more it tends to be congestive.
2 votes -
Ability to export Users and Teams lists
I would like to be able to export a list of RingSense users that includes user information (primarily manager and additional managers). Same with teams, I would like to be able to export a list of each team and their respective members.
5 votesThank You for Your Feedback
After careful review, we are pleased to inform you that your suggestion has been accepted and is now scheduled as part of our upcoming product roadmap.
Your feedback plays a critical role in guiding our priorities, and we look forward to providing you with further updates as this initiative progresses.
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Call type filter in tracker in RingSense
Customer wants to have an Call type option when creating a Tracker in RingSense. The Customer wants to produce an Tracker that would include the call type.
3 votesThis feature is now available on your account.
While creating a tracker you can specify the call type. Along with this you can also provide additional targetting rules such as team, duration, call queue etc. This should ensure precise targeting for your trackers.
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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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