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38 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. 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 →
    How important is this to you?

  3. 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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  4. automatically email recordings & transcripts

    automatically email recordings & transcripts

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

  5. 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?

  6. 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?

  7. 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?

  8. 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.

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

  9. 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 →
    How important is this to you?

  10. 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?

  11. 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 →
    How important is this to you?

  12. 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

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

  13. 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?

  14. 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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  15. 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?

  16. 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 →
    How important is this to you?

  17. 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 →
    How important is this to you?

  18. 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 →
    How important is this to you?

  19. 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 →
    How important is this to you?

  20. 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 →
    How important is this to you?
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