214 results found
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Mute In-Call Voice Notifications for Call Recording & Transcripts On
If you are automatically recording a phone call, then go to toggle on SmartNotes you will receive two voice notifications if a customer calls in.
The initial where you hear "This call is being recorded" then an additional voice notification, "Transcript turned on".
There really should be an option to disable the transcript turned on message as it already notified that this message is being recorded.
Two voice notifications back to back only confuses the client calling in.
42 votes -
Ability to Change Implicit Team Names
Currently, an implicit team is built when you assign a user in the system a manager. That manager's name will be the team name (John Doe's Team) and cannot be changed. Many customers would like to be able to edit this team name because they have teams that are not associated directly with that manager. Ex. John Doe is the manager of Target Hospital Denver and has an implicit team so that he can only see his Target Hospital Denver team. A regional director wants to see all hospitals teams, but doesn't want to see John Doe's name, just the…
11 votes -
Ability to use RingSense on Queue Calls
Being able to use RingSense on call queue calls would be greatly helpful. At this point RingSense captures all non-queue calls and only a handful of queue calls, but a bulk of our inbound call handling is done through a call queue, effectively making RingSense useless for our use case.
37 votesSee "Call Queue" filter in "All filters" on the Calls page.
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Auto-delete RingSense recordings under 1 minute
Auto-delete RingSense recordings under 60 seconds (or period defined by customer).
Since we are auto-recording, we often find short recordings with poor scores crowding the list of calls and bringing down the average score. For example when a customer declines to be recorded.
22 votes -
Export scorecard data
Ability to exportscorecard data into csv files.
This can be used to measure improvement over time for specific teams or individuals, correlate data with external measures, and provide better reporting insights that can impact revenue using the tool.
12 votes -
RS4RCX Recording Analysis for RCX IVR, VM, Cloud Profiles, Track Numbers and Voice Surveys
Today RS4RCX is an outstanding companion to RingCX, analyzed conversation is truly incredible. Having a secure repository for RCX conversations is something we have come to rely on. Today however recordings in RS4RCX are only tied to agents licensed in RCX.
Missing are those conversations that did not have an agent tied to the segment. It is highly desirable to pull, analyze and store calls in RCX IVR including voice mails, cloud profiles, track numbers and voice surveys.
Being able to audit voice mails that were left is an easy and daily example of how RS4RCX supervisors can use the…
24 votes -
The title of the uploaded calls in RingSense should sync with the RingCentral contacts list.
The title of the uploaded calls in RingSense should be synchronized with the RC Contact list. It should display the contact name instead of just showing the phone number when calls are uploaded, similar to the Call Logs, where the saved contact name from the Personal Contact List is displayed rather than just the phone number.
13 votes -
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)23 votes -
Calls processed in RingSense should display the Contact Name.
When integrated with Salesforce, calls processed in Ringsense should display the Contact Name rather than the Account Name in the Title.
7 votes -
Manage Post-call Summary and Automatic notes account wide via Admin Portal
We would like to have the capability to configure or manage Post-call Summary and Automatic notes via the Admin Portal. This will be a great help for us Admins to manage user-level AI settings.
5 votes -
Adding RingSense Dashboard to drive adoption and insight
It is imperative to give a better landing page with a Dashboard when we open RingSense (for Sales) with the most relevant information to give guidance to the end userA Dashboard for Coaching will allow the manager know progress on his/her coaching, alerts he/she needs to pay attention It is imperative to give a better landing page with a Dashboard when we open RingSense (for Sales) with the most relevant information to give guidance to the end userA Dashboard for Coaching will allow the manager know progress on his/her coaching, alerts he/she needs to pay attention
52 votes -
AI live transcription
enable the live transcription or AI using desktop and web browser. Also no option to enable automatic transcription both on mobile & desktop app
6 votes -
AI Smart Notes via Physical Phone Handset
Ability to use AI Smart Notes via App when speaking to a customer using your physical phone handset.
10 votes -
Automated reports for RingSense managers
Automated and customizable reports that can be scheduled for delivery to RingSense managers via email daily, weekly, monthly, etc.
29 votes -
Share RingSense recording without having to first specify an email address
Ability to obtain share link for external parties without having to enter an email address.
They would like to get a copy of the link so they can send a more personalized follow up email and response with the recoding link from RingSense for the meeting.7 votes -
AI note recordings with desktop phones
The ability to have the AI assistant record and take notes while using a desktop phone.
3 votes -
AI call summary in the admin portal
View the AI call summary in the admin portal for all users and their calls
4 votes -
French Canadian language support
Request to leverage RingSense for customer claim calls, however they service all of Canada.
Quebec law requires that they serve customers in Quebec in French.
26 votesSee the release notes here: https://support.ringcentral.com/release-notes/ringsense/ringsense-sales.html
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Searchable Call Tags in RingSense
ability to tag calls in RingSense with an account number or other ID, either by editing the summary, adding a comment or other method, and have that be searchable.
4 votes -
Turn off in-call notification
The ability to turn off the in-call notification that alerts that all calls are being transcribed. Call recordings are enough.
14 votes
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