80 results found
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Integrate/Include Email as a Supported Digital Channel in RingSense for CX
Email is a fundamental RingCX digital channel type for customer interactions on RingCX.
We propose that Email be implemented and included as a fully supported digital channel for analysis within RingSense for CX.
This is an essential addition for two key reasons:
It enables truly comprehensive customer journey analysis, providing a complete picture across all digital interactions from clients being handled by agents on RingCX.
It allows customers to fully realise the value of RingSense for CX by incorporating this critical dataset for completeness of insights.
Thank you for your consideration.
13 votes -
ACE Comment Notes Character Limitation (Increase from 1,000 to 5,000 characters)
Please increase the character limitation associated with Comments in the Scorecard process. Providing feedback to an agent with a 1,000-character limit is difficult. We have our QA process utilizing the Scorecards with 20 QA questions being reviewed. We need additional space for our QA reviewers to type more comments associated with each of the review attributes (questions). Please allow up to a 5,000 character (or unlimited) for the comments section within the ACE functions.
3 votes -
Bring back % of sentiment anaylsis
Old pie graph could see clearly % of negative calls for the month, needs to be brough back. No need to remove
4 votes -
Copied Numbers with decimal (dots) will not dial
In the US, many people and companies use decimals (dots) as the separator for their phone numbers, instead of a dash.
For example: 123.345.6789. If you copy this number and paste it in the dialer it is not recognized as a phone number. You must manually remove the dots for it to work.
Please add recognition of the dots between characters as a valid separator, as long as the number format is correct.
2 votes -
AI recording for monitoring or recording
On out bound calls the recording is playing but customers hanging up thinking it is spam. Issue is for incoming and out going is the same recording. This should be 2 separated recording so inbound and outbound can be different. The default is of for inbound but we need to add a different message letting out customers they are receiving an inbound call from our company with the recording/monitoring message.
2 votes -
Allow Organization-Level Customization of Scorecard Performance Distribution Ranges
Title: Allow Organization-Level Customization of Scorecard Performance Distribution Ranges
Product Area: Scorecards / Performance Management
Background
Currently, Scorecard Performance Distribution ranges are fixed globally and cannot be customized at the organization level. The available performance categories are limited to predefined score thresholds:
Exceeds
Meets
Did Not MeetThese thresholds apply uniformly across all organizations regardless of differing operational standards, evaluation frameworks, or business requirements.
Current Limitation
Organizations have no ability to:
Configure custom score ranges for performance bands
Rename performance categories to align with internal terminology
Define organization-specific evaluation thresholds
Adjust distributions based on business units or operational models
Requested…2 votes -
Drill-Down Capability for ACE Insights Metrics (Call-Level Visibility)
It would be helpful if in the ACE insights section when reviewing cards, there could be the ability to drill in into each metric and view the specific calls/interactions that are contributing to those results. It could also be helpful if we could then edit and remove certain interactions from the results based on what we review in the transcripts/call recordings. Having call-level visibility behind these aggregated metrics would significantly improve usability, analysis, and coaching effectiveness.
3 votes -
Development Plan Share Date Reporting
Within the ACE Coaching UI, we can see relative information indicating how many days ago an agent reviewed a coaching plan. The downloadable Development Plans report shows that an automated plan was generated, but it does not appear to include whether the plan was shared with the agent, when it was shared, or when the agent reviewed it.
Can RingCentral provide exportable reporting containing the following fields for each development plan?
Agent name and email
Manager name and email
Coaching period
Plan created date/time
Plan shared date/time
User who shared the plan
Agent reviewed date/time
Current plan statusIf these…
1 vote -
Monthly Coaching Insight Email Option
Would like there to be an option for managers of teams to send coaching insights of their agents on a recurring monthly basis. This would allow managers to more easily ensure their agents have their insights ahead of coaching sessions so they have time to prep and review with their manager. Currently what is required is for the manager to individually select their agents, share the insights via an email, and send it. This is cumbersome for managers that might have 10+ agents assigned to them.
2 votes -
Train Ringsense with Our Policies, SOPs & Training Materials
To make Ringsense even more helpful, we can upload our internal policy documents, SOPs, training manuals, and guides directly into the platform. This would allow Ringsense to answer questions and provide support based on our actual procedures and documentation—cutting down on manual lookups and boosting accuracy in day-to-day operations.
✅ Supports formats like PDFs, DOCs, and other common file types
✅ Great for onboarding, compliance, and consistent support
✅ Scales knowledge-sharing across teams21 votes -
Correctly Identify Conversation Parties
It would be nice if the RingWem summaries would corretly identify the parties on a call. The customer and agent are frequently mixed up in the summaries. I can read the transcript and see that RingWem has the correct party, but then inexplicably mixes them up when summarising.
1 vote -
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.
2 votes -
Flag Calls - Hide from agent, visible only by admins/supervisors
Customer request: Ability to hide calls from agents if highly sensitive and/or calls that they do not want to impact an agent's score, yet keep the recording available for specified supervisors to use and review.
Idea would be to manually move sensitive calls into a shared folder that only specific managers can access. It should be hidden from the agent once moved, and marked private
1 vote -
AI Monthly coaching insights
When your team members view their monthly AI coaching insights, it would be great if as managers we could be able to identify who has read them and who has not.
9 votes -
Expose ACE Conversation Topics in Salesforce Activity Records
Summary
Enable the ACE Salesforce integration to populate the AI-generated Topics from the ACE Overview tab into the corresponding Salesforce Activity record.Business Need
Customers use the AI-generated Topics as a quick summary of what was discussed during a call. Having this information available directly within the Salesforce Activity record would eliminate the need for users to switch between ACE and Salesforce, improving efficiency and providing better visibility into customer interactions.Requested Enhancement
Add support for syncing the AI-generated Topics from the ACE Overview page to Salesforce Activity records.
Allow administrators to configure the destination field(s) (e.g., Activity Description, Custom…1 vote -
Make it easier to modify After Hours call routing
Our company has to change the routing for After Hours calls frequently. Not daily, but once or twice each week.
Currently, the only way to do that is to follow this long path...Phone System > Groups > Call Queues > Primary Call Queue > Call Handling and Agents > After Hours > How to handle calls during after hours
That's a lot of clicking. I dread it each time I have to change it. And, it can only be done in a browser. There's no setting in the mobile app for this.
Please consider providing access to this and possibly…
1 vote -
RingSense_OrganisationTab_ Ability to reset the Industry field settings to their default configuration.
The customer wanted to have an option to reset he Industry field settings to their default configuration.
RingSense > Admin Settings > Organisation> Update the Industry field3 votes -
Option to skip right to the next call if you are ready before set wrap up of 10, 20, or 30 seconds
Option to skip right to the next call if you are ready before set wrap up of 10, 20, or 30 seconds
4 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.
2 votes -
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.
5 votes
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