258 results found
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Allow RingEX Super admins to designate ACE Licence users as ACE admins in ACE licencing page.
ACE Admin left, account deleted now we need a support ticket to administer the system.
I'd also like to add give all RingEX super admins ACE admin access (Only) no access to supervisor, calls, logs or transcripts required, just admin to manage groups/access etc. So they can admin without requiring the consumption of an ACE licence.
5 votes -
RingSense Scorecard-Non Applicable (N/A) to only be selectable as a score for specific questions
We asked for Non Applicable to be included as part of the Scorecard template. We are really happy this has been added, HOWEVER, in Admin it needs to ONLY be selectable for specific questions, not all questions. The overall scoring will be inconsistent if a Team Leader chooses N/A when it doesn't apply to that question and it should be either a Yes or a No .
When setting up the template question, there should be an option to choose whether N/A should be applied to that question.
8 votesRingSense/ACE now allows flexibility to mark a scorecard question as mandatory or optional
As an admin, you can specify which questions are optional v/s required. See the attached screenshot.
Key benefits of this feature include:
- Ensures consistent evaluations by making critical questions mandatory
- Enables flexible scoring with optional questions for non-applicable scenarios
- Gives admins tighter control over quality standards and compliance requirements
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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
26 votes -
Coaching Insights - Main Screen
For Coaching Insights, it would be helpful if the filter settings could be saved. It’s frustrating to review insights for one agent, return to the main screen, and have to reapply the filters and locate the previous page each time. Additionally, when I select to display 100 agents, that setting doesn’t persist once I click into another agent’s profile.
4 votesThanks for the valuable feedback. We are now working on an update to persist your filters on the coaching page
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Enable Custom Field Mapping for RingSense–Zoho Integration
Currently, RingSense call details for the RingSense–Zoho integration are only visible within the description field. Advanced call logging information appears solely in the body/description section of the Zoho call record.
We request the ability to use custom field mapping within Zoho—similar to what is available in Zapier—so users can configure and map specific RingSense call details to the appropriate Zoho fields. This would provide greater flexibility, improve data structure, and enhance reporting capabilities.
4 votes -
Ringsense Call scoring
It appears that the issue with scorecards where you can now change a score to Yes/No/NA is fixed which is great. From there, we can just edit and submit which then shows that we monitored the call. However, if a call was scored without making any changes on the scorecard (because the AI score is already accurate) it does not notify/ show that we already monitored the call.
Plus, it would be helpful if there's a Scorecard reporting that shows agent monitored/scorecard used/scorecard score/date/and a call identifier.
6 votes -
Notifications for RingSense Tracker
Would like to have the convenience receiving reports/notification when RingSense Tracker was triggered by (any of these):
Keyword/Phrase Detection
Concept/Intent Tracking
Speaker-Specific Triggers
Post-Call Processing2 votes -
mask sensitive info from transcript and ai notes
I've discussed this at length with multiple support reps and I've confirmed that when you set up call masking in RingSense, that it only masks the audio recording, and does not mask the transcripts and AI summaries.
This is a major security concern as sensitive customer information such as credit cards needs to be masked from everything, not just the audio. For compliance with PCI DSS, the call masking logic needs to be changed so that transcripts and AI summaries are masked as well as the audio recordings. This is a HUGE security and legal issue.
17 votes -
RingSense License Reassignment
Allow a RingSense license to be freed up or reassigned to another user.
7 votesThis is already supported by the RingCentral Billing portal.
For any RingSense license, you can un-assign or re-assign it any time. Please see the attached screenshot.
You can find additional details here: https://support.ringcentral.com/article-v2/Managing-licenses-in-RingCentral-account.html?brand=RingCentral&product=RingEX&language=en_US
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RingSense Access for AI Receptionist Call Recordings
Expose AI Receptionist call recordings and transcripts via RingSense and public APIs (ex. Zapier, Zoho, etc.), with appropriate admin controls and consent settings, to enable automation, analytics, and third-party integrations.
2 votes -
Instant Notifications added to views
The ability to get daily, weekly, and monthly notifications are great for the various views. It would be critical for some businesses to get instant notifications for calls hitting certain criteria.
10 votesI'm pleased to announce that this feature is now available in your account. You can create a saved view and use it to subscribe for immediate notifications/alerts for the view.
You can find additional details in the attached image.
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Views for Trackers
ability to create and save custom filter views on the Trackers page, similar to the Interactions page.
4 votesThank you for providing this valuable idea.
We've added this idea to our quarterly roadmap.
We will post a status update once this feature is live on your account.
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AI Conversation Expert to Microsoft Dynamics 365
We have integrated RingCentral with our Dynamics 365 Sales CRM. However, when we make a call through the RingCentral app, it is being logged as a Task instead of a Phone Call activity in Dynamics.
Currently, we only support creation of tasks in MS Dynamics.
We hope that we can consider adding calls to log the call in Dynamics in the future.
2 votes -
Comments: Notification, Tallying and Coaching Insights
Currently we can see the # of Feedback, # of Scorecard and # of Calls listened to. But from an auditing and coaching point of view we aren't seeing a tally of # of Comments provided.
Yes this is mainly a management based platform but the comments let us know that the coached isn't just accepting the AI/manual feedback and scores, with no rebuttal or agreement.
Being able to see that Agent A received X amount of feed back, on X amount of calls and then provided X amount of comments would expand the Coaching Insights into a more comprehensive…
10 votes -
Availability of Translated RingSense Transcripts in Salesforce
Currently, RingSense only allows the original-language transcript to be imported into Salesforce. While a translated version of the transcript is available, it can only be accessed through the RingSense portal and is not synced to the CRM.
It would be highly beneficial if the translated transcript could also be made available directly in Salesforce. This enhancement would significantly improve efficiency by eliminating the need to access the RingSense portal separately, saving time and streamlining workflows for users who rely on CRM-integrated records.
2 votes -
metric prividing average rings to answer calls
Be able to know how long it is taking for team members to answer the phone by providing a metric that measures average rings to pick up
1 vote -
ACE: Include in Trackers and Coaching the data from the interaction where my team is not considered as the host
Currently, if there are more than one employees in a meeting, the employee's data (not the host of the meeting) is not reflected in Trackers and Coaching menus.
1 vote -
RingSense - Change Audio settings
The Ability to change the Audio settings or the playback audio channel from Monolog to stereo etc,
6 votes -
RingSense integration with Zendesk Support
RingSense integration with Zendesk Support is not available at this time. Currently, Zendesk Sell is the only Zendesk CRM supported by RingSense.
2 votesThanks for your feedback, we've now added Zendesk Support integration as part of our upcoming roadmap
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automatic notify for the frustrated customers via email
automatic notify for the frustrated customers that are under tracker via email
1 vote
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