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RingSense & AI

RingSense & AI

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  1. 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.

    17 votes

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  2. 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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  3. 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. A related request would be to be able to extend the retention based on factors like call duration, call queue and extension.

    28 votes

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  4. Customers with RingSense accounts would like to Integrate and have requested API Access.

    15 votes

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  5. 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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  6. 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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  7. 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.

    4 votes

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  8. 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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  9. 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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  10. 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…

    8 votes

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

    16 votes

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  12. 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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  13. 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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  14. Create Audit Trail for Admins to monitor Manual Downloads of Audio and or Transcriptions (show individual interactions).

    Audit Trail will monitor new role/permission for Redactions and Remove Redactions (show individual interactions).

    Audit Trail will bolster Security of Data

    Audit Trail should not be able to be deleted by anyone, should run for 12 months or more. Search and results should be able to be downloaded or printed. NOTE: emailing a file like this unencrypted is less desirable and poses data privacy issues.

    7 votes

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  15. The ability to create negative trackers and receive alerts when they are triggered would be a valuable feature. For instance, if a tracker for negative customer sentiment is triggered, it can automatically notify the manager.

    5 votes

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  16. Add calls manually to allow to create a best practice libary

    3 votes

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  17. 12 votes

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  18. Support for Russian via transcription and translation in RingSense.

    2 votes

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  19. Ability to transcribe and translate calls into Hebrew

    2 votes

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  20. This is an important way to help drive user adoption with RingSense (for Sales but the ask is for all RingSense).

    12 votes

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