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34 results found

  1. 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.

    7 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  2. adjust how AI notes summarize calls

    have AI transcribe calls from the perspective of the call taker. adjust how AI notes summarize calls. Right now, the notes use a third-person perspective, but I would like them to be written from the perspective of the call taker.

    9 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  3. 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…

    25 votes
    Under Review  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  4. AI to answer/receive incoming calls

    i want all incoming phone calls to be answered by an AI Bot with realistic human voice and behaviour. I would like to input rules and information for this bot to use to guide the phone call respectively

    4 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  5. automatically email recordings & transcripts

    automatically email recordings & transcripts

    12 votes
    New  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  6. 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)

    24 votes
    Under Review  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  7. change profile photo

    just to have the option to change the profile photo would be good

    1 vote
    New  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  8. RingSense - Need new Industry (ISP)

    Can you create a new industry for ISP. I can assist with providing call type and custom vocabulary

    3 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  9. Ability to Configure Standard Roles in RingSense for RingCX

    Currently, to update the available view for users in RingSense for RingCX, customers have to create custom roles and assign agents to the new role vs being able to update standard roles already assigned.

    4 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  10. RingSense: Modifying AI Scores

    In RingSense for RingCX, we cannot modify the automatic scores on things like Sentiment.
    If a supervisor does not agree that the call was overall negative, they would like to override and change it to positive.

    18 votes
    Planned  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
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  11. Portuguese Language on RingSense for RingCx

    The customer has requested that RingSense support Portuguese language recognition. They would like RingSense to understand Portuguese spoken during calls and generate insights and data similar to what is currently available for English.

    As this feature is not yet supported, the customer is considering canceling their RingSense for RingCx subscription for now. Please include this request in future product updates or roadmap considerations.

    1 vote
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  12. Add integration for the RingSense for RingCX icon within the RingCentral app interface

    Request to integrate the RingSense for RingCX icon into the RingCentral app interface to improve accessibility and visibility for users. Currently the icon only shows in the RingCentral app if the account has RingSense for Sales. The icon should be positioned consistently with other app features and allow users to easily launch or access RingSense for RingCX functionality directly from the main app UI.

    Acceptance Criteria:

    RingSense for RingCX icon is visible within the RingCentral app UI.

    Icon links to or opens RingSense for RingCX features.

    Placement is consistent with existing design standards.

    Available for users with appropriate permissions.

    1 vote
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  13. Sync RingCX and RingSense customer data

    Currently RingSense interaction data and transcripts just say "customer". If we/an employee has created a customer profile in RingCX during a call, that customers name should transfer over, and should also be a searchable field when trying to bring up past calls/transcripts.

    1 vote
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  14. I would like to see the average score of my calls

    make it so CSRs can see their average call scores, not just every call but overall.

    1 vote
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  15. AI continue automatically after hold

    continue automatic AI note taking and or recording after you take someone off hold

    5 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  16. Can RingSense be filterable on disposition code?

    Can RingSense be filterable on disposition code? This would be helpful with focusing coaching on specific aspects of our business

    2 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  17. MEET OR BEAT POLICY

    Good Afternoon,
    Sam Cohen with Allied Movers just following up on your move. Even if you do have this booked with another company as an A+ rated 5 star carrier for many many years we do have a MEET OR BEAT policy to not only match but beat your quote by up to 10% either way give me a shout there are some really nice things we can do for you. Ill look forward to hearing from you. 1-888-533-3710 x101.

    2 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  18. Agents need to see coaching in real time

    Agent needs to see coaching in real time. Meaning if a agent needs to upsell a client the agent needs the feedback while in the call. Right now all I see is that the feedback is given after the call is over which is not good enough

    2 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  19. Live call listening

    Should have a live call listening to shadow.

    5 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  20. RingSense QM Report - Interaction Arrival AI Analytics

    Provide QM Reporting on RS4RCX that provides details of incoming Interactions, compiled with API Data from RingCX on Abandoned Calls and marry the abandoned with Sentiment and the number of available agents in the timeline.

    Useful information to have in the report based on Hourly (with a date/range selected), daily, weekly and monthly. 
    The number of interactions could show peaks and valleys, when abandoned interactions occurred, what the average sentiment was of the handled interactions at the time, average wait time, average handle time, number of agents logged in, number of agents available, number of agents busy and number of…

    16 votes
    Needs More Information  ·  5 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?
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