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43 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 →
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  2. Data for the current month in Coaching Insights should become readily available after a manager is assigned to the agents.

    Currently, when a manager is assigned to agents in RingSense, the Coaching Insights data for the current month is not immediately visible or may take time to populate. This delay can hinder supervisors from gaining timely visibility into their team's performance and coaching opportunities, especially when organizational changes occur mid-month. Ensure that once a manager is assigned to one or more agents, Coaching Insights data for the current month becomes available immediately, without needing to wait for the next data refresh cycle or month-end.

    3 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  3. Assign managers to agents in bulk

    We would like to have an option to assign agents to managers in bulk. Currently, we have to go to each agent and assign multiple managers manually. We would like to suggest having an option to select all managers in the list for a much quicker process.

    2 votes
    0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  4. 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.

    12 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  5. Connect RingSense to RingCX admin console for Supervisor management

    Connect RingSense to RingCX admin console for Supervisor management so we don't have to update the supervisor settings for Agents in 2 places.

    2 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  6. Train Ringsense with Our Policies, SOPs & Training Materials

    To make Ringsense even more helpful, we can upload our internal policy documents, SOPs, training manuals, and guides directly into the platform. This would allow Ringsense to answer questions and provide support based on our actual procedures and documentation—cutting down on manual lookups and boosting accuracy in day-to-day operations.

    ✅ Supports formats like PDFs, DOCs, and other common file types
    ✅ Great for onboarding, compliance, and consistent support
    ✅ Scales knowledge-sharing across teams

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

    automatically email recordings & transcripts

    16 votes
    New  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
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  8. 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?

  9. 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  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  10. Callbacks should automictically come back into the reps que. The rep should have the option to reschedule or accept

    Callbacks should automictically come back into the reps que and the scheduled time. The rep should have the option to reschedule or accept.

    1 vote
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  11. 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)

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

  12. VOLUME BUTTON

    ALLOW AGENTS TO CONTROLL VOLUME SETTINGS TO ENSURE QUALITY ON THE CALL.

    1 vote
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  13. LIVE TRANSFER

    WHEN ATTEMPTING TO LIVE TRANSFER. ONCE THE AGENT PRESSES TRANSFER. THE CUSTOMER SHOULD AUTOMATICLY BE PLACED ON HOLD. THE NEXT OPTION SHOULD BE WARM TRANSFER. THIS WILL ALLOW THE AGENT TO SPEAK TO THE REP AND GIVE INFORMATION BEFORE THE TRANSFER. ONCE THE REP AND AGENT HAS DISCLOSED INFORMANTION. THE NEXT OPTION SHOULD BE TO MERGE THE CALL WITH THE CUSTOMER AND REP.

    1 vote
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  14. ON INTERACTIONS PLACE A COLUMN WITH THE NAME OF THE DISPOSIOTION. THIS WILL YOU TO ASSORT AND FIND A CALL TO VEW BETTER

    THIS WILL YOU TO ASSORT AND FIND A CALL TO VEW BETTER

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

  15. 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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  16. 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?

  17. 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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  18. Feed the AI with our polocies and procedures

    Teaching Ringsense our policies and procedures for better scoring

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

  19. 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.

    19 votes
    Planned  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
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  20. 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 →
    How important is this to you?
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