9 results found
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Assign managers to agents in bulk
We would like to have an option to assign agents to managers in bulk. Currently, we have to go to each agent and assign multiple managers manually. We would like to suggest having an option to select all managers in the list for a much quicker process.
10 votesThis feature is now available in your admin settings. You can bulk edit (upto 100 users) and assign them a specific role, manager, additional manager etc. You can find additional details in the attached gif
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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 votesYou can filter ACE interactions based on the disposition code. Disposition is automatically imported from the underlying system, RCX or NICE.
Additionally, you can use the new advanced filters section to also type your query in plain text, to filter and find relevant calls
eg: Show me calls with disposition as disconnected.
You can find additional details in the attached screenshots
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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 votesI'm glad to announce that this feature is now live in your account.
Account -> Admin Settings ->. ... -> Templates.
In the templates section, you can customize summary for each template
You can customize the summary template, including the ability to summarize it in 1st person.
You can find the relevant section in the attached screenshot
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UK Regional Redaction for RingSense for RingCX/RingEX/Sales
This is for RingSense for RingEX, RingCX and Sales...
Today, RingSense allows for the redaction of US data points:
- Credit Card, Email Address, IBAN Code, Phone number, US Bank Number, US Drivers License, US ITIN, US Passport, US Social Security number.For the UK Market, for all deployments, we are going to need as a basic:
- National Insurance number
- NHS Number
- UK Passport
- UK Drivers License
- UK + International Bank Number
- UK Postcodes
- Others (Maybe doing a custom redaction leveraging regular expressions)29 votesACE (formerly RingSense) now supports various UK specific redaction entities. You can find those in the Admin Settings -> Organization (tab) -> Information Redaction section
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ON INTERACTIONS PLACE A COLUMN WITH THE NAME OF THE DISPOSIOTION. THIS WILL YOU TO ASSORT AND FIND A CALL TO VEW BETTER
THIS WILL YOU TO ASSORT AND FIND A CALL TO VEW BETTER
1 voteI'm pleased to announce that you can customize the table view in RingSense and add custom columns such as Call Disposition.
Once you login to RingSense, look for Customize Table button on right side.
Then follow the instructions in the screenshot to customize your table view
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RingSense - Need new Industry (ISP)
Can you create a new industry for ISP. I can assist with providing call type and custom vocabulary
3 votesThanks for your valuable feedback. ISP is now added as a new industry and is available as an option to select in the industry dropdown
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Make it possible so that searching for call recordings in RingSense can be done by using UII
Make it possible so that searching for call recordings in RingSense can be done by using UII
4 votesThis feature is now available on your account.
Head over to interactions tab -> advanced filters -> expand interaction context. You can search via UII as well as various other RingCX specific attributes
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Show RingCX UII in Ringsense
Having the Unique Identifier of a call (UII) from RingCX integrated into RingSense enables us to seamlessly track recordings in RingSense that correspond to the data in RingCX. This linkage is crucial for call audits and plays a vital role in improving call quality, ultimately enhancing the overall customer experience.
3 votesI'm glad to let you know that this feature is now available in your account.
On clicking details view of any interaction, you can find all source identifiers including UII for interactions from RingCX.
You can also filter interactions via UII
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QA on Digital Interactions
QA On Digital Interactions
11 votesI’m excited to share that RingSense AI QM now seamlessly supports multiple digital channels automatically imported from RingCX.
Currently, RingSense supports:
- Instagram Direct Messaging
- Messenger
- Apple Messages for Business
- SMS
- Chat
- Google Business Messaging
- Digital SMS
- Engage Messaging
We’re continuously expanding support for additional channels. To view the most up-to-date list, simply check your Manage Integrations settings (see screenshot below).
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