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  1. If you are automatically recording a phone call, then go to toggle on SmartNotes you will receive two voice notifications if a customer calls in.

    The initial where you hear "This call is being recorded" then an additional voice notification, "Transcript turned on".

    There really should be an option to disable the transcript turned on message as it already notified that this message is being recorded.

    Two voice notifications back to back only confuses the client calling in.

    39 votes

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    Planned  ·  9 comments  ·  AI Assistant  ·  Admin →
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  2. 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.

    36 votes

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    5 comments  ·  RingSense  ·  Admin →
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  3. Auto-delete RingSense recordings under 60 seconds (or period defined by customer).

    Since we are auto-recording, we often find short recordings with poor scores crowding the list of calls and bringing down the average score. For example when a customer declines to be recorded.

    20 votes

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    New  ·  1 comment  ·  RingSense  ·  Admin →
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  4. 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…

    24 votes

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  5. 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)

    23 votes

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  6. 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.

    12 votes

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    New  ·  1 comment  ·  RingSense  ·  Admin →
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  7. When integrated with Salesforce, calls processed in Ringsense should display the Contact Name rather than the Account Name in the Title.

    6 votes

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    New  ·  0 comments  ·  RingSense  ·  Admin →
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  8. 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

    51 votes

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    Planned  ·  0 comments  ·  RingSense  ·  Admin →
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  9. Ability to exportscorecard data into csv files.

    This can be used to measure improvement over time for specific teams or individuals, correlate data with external measures, and provide better reporting insights that can impact revenue using the tool.

    7 votes

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    New  ·  0 comments  ·  RingSense  ·  Admin →
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  10. Ability to use AI Smart Notes via App when speaking to a customer using your physical phone handset.

    9 votes

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    New  ·  0 comments  ·  AI Assistant  ·  Admin →
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  11. View the AI call summary in the admin portal for all users and their calls

    4 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  12. Automated and customizable reports that can be scheduled for delivery to RingSense managers via email daily, weekly, monthly, etc.

    26 votes

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  13. enable the live transcription or AI using desktop and web browser. Also no option to enable automatic transcription both on mobile & desktop app

    5 votes

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    New  ·  0 comments  ·  AI Assistant  ·  Admin →
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  14. Request to leverage RingSense for customer claim calls, however they service all of Canada.

    Quebec law requires that they serve customers in Quebec in French.

    26 votes

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    1 comment  ·  Other  ·  Admin →
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  15. ability to tag calls in RingSense with an account number or other ID, either by editing the summary, adding a comment or other method, and have that be searchable.

    4 votes

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    New  ·  0 comments  ·  RingSense  ·  Admin →
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  16. Ability to obtain share link for external parties without having to enter an email address.
    They would like to get a copy of the link so they can send a more personalized follow up email and response with the recoding link from RingSense for the meeting.

    6 votes

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    New  ·  0 comments  ·  RingSense  ·  Admin →
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  17. The ability to turn off the in-call notification that alerts that all calls are being transcribed. Call recordings are enough.

    13 votes

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  18. 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.

    18 votes

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    0 comments  ·  RingSense  ·  Admin →
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  19. 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.

    31 votes

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    Under Review  ·  2 comments  ·  RingSense  ·  Admin →
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  20. 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…

    15 votes

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