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  1. 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.

    23 votes

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  2. 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)

    22 votes

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  3. 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…

    18 votes

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  4. 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

    44 votes

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  5. 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 votes

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    Planned  ·  1 comment  ·  Other  ·  Admin →
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  6. Customers with RingSense accounts would like to Integrate and have requested API Access.

    15 votes

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  7. 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.

    8 votes

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  8. RingSense for Sales can be used to show to new employees what could be a great example to follow or showing what not to do. It would be beneficial to anonymize the interaction shared with the entire teams (when stored in the library folder).
    At least scrapping the employee names (optional) (ideally cover their videos too). Please consider to disable it through API.

    10 votes

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  9. Automated and customizable reports that can be scheduled for delivery to RingSense managers via email daily, weekly, monthly, etc.

    13 votes

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  10. Today, RingSense is largely scoring calls based on Powerskills and speaking etiquette. Because of this, the benchmarks or recommendations for each metric should be customizable. Different businesses and industries have unique standards for Agent Talk Time, Patience, Longest Monologue, etc. Admins should be able to set the standards from an org and/or role level.

    10 votes

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  11. Many organizations have multiple separated instances of CRMs. Currently, RingSense is not able to support this. With the ability to support multiple, the deals, coaching and trackers would only allow managers to see the data relevant to their team and CRM instance.

    14 votes

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  12. QA On Digital Interactions

    7 votes

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  13. The suggestion is to be able to have a payment option for customers to be able to retain the calls in RingSense for a longer period of time. Many customers need this for compliance purposes.

    16 votes

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  14. To increase user adoption, RingSense (for Sales) should alert the Manager when there is relevant information. For example:
    - if a manager leaves a coaching comment, a notification gets sent
    - a weekly summary to show week over week progress for the AE and his/her manager.
    - an email to remind that the manager has not reviewed any recordings for a specific period of time (for his/her team or for a specific individual).

    16 votes

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  15. The suggestion is that, in playback view, clicking on 'Sentiment' shows the negative pinpoints in the interaction timeline which will let Supervisor drill down to exactly where negativity was marked.

    12 votes

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  16. Ability to have the option to remove the verbal prompt or whisper when it records and transcribes the phone calls. In New York, the law does not require that both people on the call have to be aware that it is being recorded. I don't want them to hear the whisper as it might make them feel uncomfortable.

    I would also like the option to use this function on my physical desk phone, if possible.

    5 votes

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  17. In Conjunction with the Auto Redaction, Offer a new Role/Permission for Manual Redaction allowing an authorized user to redact via audio timeline and or the transcript that places the traditional marker line over the audio/text section. When redacted all corresponding data will be updated with the marker hiding the text/audio.

    Playback will keep the original timeline and simply play dead air over the redacted portions. Transcribed/text data will be redacted in the traditional "Classified" style,

    Download of audio or transcript retains redactions.

    Redactions can be removed by a user with a proper Role/Permissions to "Remove Redactions". There should be an…

    7 votes

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  18. Contact Center focused dashboard in RS4RCX providing critical trending analysis using collected data points. Highlighting major aspects and components, CC managers will find most helpful in managing QM teams.

    Interactions collecting data on Screen Recording, detailing voice and digital channels.

    Coaching insights with trending. Sentiment broken out by Negative, Neutral and Positive with trending. Topics Causing Frustration.

    Selectable scorecards review showing leaderboard along with Power Skills and Trackers data

    RingSense Agent Assist showing usage by agents, top responses etc

    2 votes

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  19. Ability to have newly added trackers to the system run against existing call recordings (as opposed to just call recordings moving forward).

    14 votes

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  20. Ability to transcribe calls spoken in Spanish in Spanish within the RingSense transcript with the added functionality to translate to English if managers cannot speak/read Spanish

    11 votes

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    Planned  ·  1 comment  ·  Other  ·  Admin →
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