75 results found
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RingSense Tracker - New Context
Once a new context is created for a tracker, it should be automatically available when this new context needs to be used for a different tracker.
3 votes -
RingSense Trackers: please add clone or duplicate option
RingSense Trackers: please add clone or duplicate option.
3 votes -
1 vote
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Have call recording mimic that of Ring central. If set to stay with Caller have the recording stay with the caller
Have call recording mimic the setting set in Ring central. If set to stay with Caller have the recording stay with the caller. If set to stay with agent have recording stay with agent.
1 vote -
Change target range by Dept
Target Range settings must be set at a company level. Can this be adjusted so the settings can be based on team/dept level. Every team does not have the same expectations for the calls.
1 vote -
my reports
Expired reports should automatically be deleted when the end of the availability date is reached. If a report is no longer available, why does it continue to display after the status availablity date is reached? Please have unavailable reports in the My Reports queue systematically delete from the My Reports results.
3 votes -
Connect RingSense to RingCX admin console for Supervisor management
Connect RingSense to RingCX admin console for Supervisor management so we don't have to update the supervisor settings for Agents in 2 places.
8 votes -
Can RingSense be filterable on disposition code?
Can RingSense be filterable on disposition code? This would be helpful with focusing coaching on specific aspects of our business
14 votes -
Advanced Analytics in RingSense
Identify sub-topics in the RingSense Trackers. Today, I have to read the AI Transcripts to determine what happened at the detail level. For example, in Retail, we will see a large proportion of calls with the Tracker - Shipping Delay - but there may be various causes for the delay - It could be a Shipper issue, a warehouse issue, an inventory issue, etc. This would be very helpful in communicating VoC to a broader audience, in addition to expediting the recognition of issues and trends.
2 votes -
Sync RingCX and RingSense customer data
Currently RingSense interaction data and transcripts just say "customer". If we/an employee has created a customer profile in RingCX during a call, that customers name should transfer over, and should also be a searchable field when trying to bring up past calls/transcripts.
8 votes -
Scheduled Callbacks
We should be able to "transfer" a callback to an agent so follow ups can be tracked and be queued for the representative when they are available
3 votes -
Remove RingSense from agent view
Customer Genpact would like to us to remove RingSense from the RingCX agent's view. Agents are to be monitored/recorded but they don't want agents to see RingCX at all.
8 votes -
Feed the AI with our polocies and procedures
Teaching Ringsense our policies and procedures for better scoring
4 votes -
CSAT & Saved View Reporting
The Saved Views reporting allows saved views to be accessible in the Saved View reporting options, however it does not allow the user to select saved views from the CSAT tab. Within the Saved View Reporting option in the Catalog, allow users to select from all of their custom saved views, regardless of which tab in involved. For reference case # 29422491
1 vote -
Feature Request – Administrative Access for RingCentral Support in RingSense
Description:
We would like to request that RingCentral support be granted administrative access to RingSense environments. This enhancement would allow support engineers to assist more efficiently in situations where the customer-side admin is unavailable, new to the system, or unfamiliar with specific configurations.Business Justification:
Due to recent changes in our organizational structure, there has been an impact on the availability of experienced RingSense administrators. Granting administrative access to RingCentral support would help ensure faster resolution of issues and reduce dependency on customer-side resources for routine permission or role updates.Proposed Benefit:
Faster issue resolution in RingSense cases
Reduced dependency…
1 vote -
2 votes
Thank You for Your Feedback
We sincerely appreciate your contribution. 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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Autologging the AI transcript in RCX
I have a client that requested to have the AI transcript automatically added to a customer service reps RCX interface rather than having to manually copy & paste it each time. Client is hoping for an ETA on this, if possible.
1 vote -
Portuguese Language on RingSense for RingCx
The customer has requested that RingSense support Portuguese language recognition. They would like RingSense to understand Portuguese spoken during calls and generate insights and data similar to what is currently available for English.
As this feature is not yet supported, the customer is considering canceling their RingSense for RingCx subscription for now. Please include this request in future product updates or roadmap considerations.
2 votes -
adjust how AI notes summarize calls
have AI transcribe calls from the perspective of the call taker. adjust how AI notes summarize calls. Right now, the notes use a third-person perspective, but I would like them to be written from the perspective of the call taker.
14 votes -
Farsi
Need Farsi language support for transcription and translation.
1 vote
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