291 results found
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Ability to turn off AI notes prompt
Ability to turn off AI notes prompt
30 votes -
Pop-up window for incoming calls
Pop-up window for incoming calls that covers other already open applications that also has a louder incoming call sound.
15 votes -
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.
77 votes -
Silence Transcribing Announcement
There should be an option to silence the announcement that plays when AI is starting to transcribe a note. This announcement is loud, and it speaks over us greeting our clients. It's confusing to our clients and sometimes results in them hanging up the call because they think they're calling the wrong establishment.
18 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…
20 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.
25 votes -
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.
28 votes -
Allow non-Admins to disable the AI Assistant feature on their individual extesnions/profile
Another change was made last week where now a ‘note’ section takes up most of the screen. Even after closing out of the note option, every time the phone is answered, it opens again.
Please advise how to de-activate these changes on the user end. Thank you!
6 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.
44 votesSee "Call Queue" filter in "All filters" on the Calls page.
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call recording and csat scores
Have one continuous recording of a call regardless of how many times the call is transferred from physical devise to soft-phone or even from EX to CX (and vice versa). If not possible an option to allow call linking as coming in and out of calls means that you loose the original call and the full thread.
With the ability to have one call recording, this would link into one CSAT score, as currently any agents on CX, one of their main task is to route calls to the correct department on EX and the highest score they can achieve…
6 votes -
edit transcripts
Ability to edit the transcript where the AI has 'misheard' the agent and then show when the edit has been made and by who, along with the ability to see the original transcript text
6 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.
6 votes -
Ability for administrator to remove "Generate notes for all calls" function
We need to make sure our employees make a conscious decision to turn AI features because there are many legal restrictions around recording/transcribing conversations where our business operates. We do not want to remove the option entirely, but we want to require the users to manually turn it on each time, not have the ability to toggle it on so that the feature runss automatically every time a call is made.
7 votes -
The ability to see all user AI Call Notes
I would like the ability to see all of the user's Call Notes so that we can access them all from one place or the admin can quickly check over things.
8 votes -
Add the option to export AI notes and transcripts through the admin portal
It would be extremely helpful for our org to export AI transcripts and summaries from the admin portal similar to how we can download call recordings. A bulk feature would be even better.
6 votes -
i'm looking for ai summaries on past calls. I have recording and AI turned on for all calls
Not all my calls are being summarized, just the ones I've triggered during a computer app call, not on tablet or phone apps can I take the recording and get it ai summarized?
7 votes -
AI call summary in the admin portal
View the AI call summary in the admin portal for all users and their calls
10 votes -
Make voice mail length adjustable
The length of voicemail messages was recently changed, and now we must handle very long messages (10 minutes or more). This needs to be addressed ASAP!
8 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.
20 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.
10 votes
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