11 results found
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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 voteThanks for the fantastic idea. It has been added to our roadmap. Our team is reviewing and will get back once we've a committed ddate
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RingSense: Payment/Plan Option to extend 1yr Call Retention
The suggestion is to be able to have a payment option for customers to be able to retain the calls in RingSense for a longer period of time. Many customers need this for compliance purposes. A related request would be to be able to extend the retention based on factors like call duration, call queue and extension.
33 votes -
12 votes
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Add average AI generated score and rename columns on the Scorecards tab within the Coaching tab
On the Leaderboard within Coaching > Scorecards, add in "Average AI Score" as a column and change "Average Score" to "Average Human Score." Placement should be to the right of "Average Human Score" on Leaderboard. On the table below, add in "Average Human Score" to the right of Scored ("Scored" could be changed to scored by human)
10 votes -
Admin Settings for Call Transcriptions following completed calls
Give admins the ability following a completed call to have the transcript of a completed call to be sent to the customer in different formats - pdf, or text file, or similar to voicemail, "text to voicemail." The issue is about capturing the "event" or the conversation from a "compliance" standpoint, which I suspect will be more important when RingSense for Service comes about.
8 votes -
RingSense: Add the ability to share the comments and feedback when externally sharing a call.
When sharing calls outside of RingSense, the information is limited to the call/video recording, summary, and transcript of the call. Would like the added functionality to share the comments and feedback from the call.
9 votes -
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.
7 votes -
Filter by Call Queue/Voice Queue/Skill Number
Ability to filter calls by Call Queue (MVP) and Skills/Voice Queue
7 votes -
Ability to create a folder with specified/assigned user visibility
Ability to create a folder within RingSense and allow or assign specified users or teams access (i.e. folder for just managers to review.) Currently limited to share privately or completely public or individually to specific users.
7 votes -
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.
7 votes -
Matching speaking metrics on call details and PowerSkills tabs
Speaking metrics on the call details page and Coaching>PowerSkills tab should match. For example, something like:
- Agent Sentiment
- Agent Energy
- Talk-to-Listen Ratio
- Talking Speed
- Filler Words
- Interruptions
- Engaging Questions5 votes
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