62 results found
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Make the Team Coaching insight printable or into a document I can share with other leaders of my org.
Make the Team Development Plan/Coaching insight printable or into a document I can share with other leaders of my org.
1 vote -
RingSense pages
"RingSense sub pages default to 10 rows. When this is changed to 50 rows, it works but is not remembered for the next view of that page. It goes back to 10."
It is suggested to implement a lock option for the pages. For instance, if an admin updates the display to 50 rows, the system should show and remember this setting of 50 rows.
4 votes -
Alex is not a male
Alex is not a male
1 vote -
1 vote
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Data for the current month in Coaching Insights should become readily available after a manager is assigned to the agents.
Currently, when a manager is assigned to agents in RingSense, the Coaching Insights data for the current month is not immediately visible or may take time to populate. This delay can hinder supervisors from gaining timely visibility into their team's performance and coaching opportunities, especially when organizational changes occur mid-month. Ensure that once a manager is assigned to one or more agents, Coaching Insights data for the current month becomes available immediately, without needing to wait for the next data refresh cycle or month-end.
13 votes -
Title Field for Scorecard Prompts
When reporting Scorecard results, prompts are too long. Can we add a fields/cells next to each prompt that serves as title fields that briefly describe the prompt? This makes the report cleaner and streamlined.
1 vote -
LIVE TRANSFER
WHEN ATTEMPTING TO LIVE TRANSFER. ONCE THE AGENT PRESSES TRANSFER. THE CUSTOMER SHOULD AUTOMATICLY BE PLACED ON HOLD. THE NEXT OPTION SHOULD BE WARM TRANSFER. THIS WILL ALLOW THE AGENT TO SPEAK TO THE REP AND GIVE INFORMATION BEFORE THE TRANSFER. ONCE THE REP AND AGENT HAS DISCLOSED INFORMANTION. THE NEXT OPTION SHOULD BE TO MERGE THE CALL WITH THE CUSTOMER AND REP.
9 votes -
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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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 -
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 -
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
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