308 results found
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Integration/API to send notes to CRM/third-party tool
Request is to send the AI transcript notes to a third party tool with integration or via a Zapier connector/subscription API.
3 votesWe have both an API and a new Zapier trigger that makes this use case possible.
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Search Calls in a Deal
When reviewing a deal, I'd like to be able to search across calls in the deal for the same kind of keywords and filters. There's a real power being able to quickly search / see participants, where particular phrases and such are mentioned in the transcript across all of the calls knowing which calls and their portions I want to look at / listen to.
Similarly add deals as a filter in the calls.
3 votes -
RingSense: Call Transcripts should be Integrated with Salesforce
Customer feedback: Have an API that sends the transcript to Salesforce. RingSense to send call transcripts to Salesforce.
Significance: Once the call has successfully been transcripted by RingSense the entry should be sent or integrated with Salesforce.
4 votesOur Salesforce integration allows RingSense to send transcripts (and additional information) to Salesforce.
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Ability to search by phone numbers without having to follow a specific format
Ability to search by a customer's phone number in the search bar without having to follow a specific format. Right now the search bar seems overly dependent on the number format (w/ plus sign, hyphenated, etc.)
7 votes -
Allow multi select or bulk function
In the my calls dashboard allow multiselect select feature to bulk achieve, mark as reviewed, move, tag, or link deal to selected calls.
1 vote -
Aggregate Reports for Call Metrics
Option to have an overall aggregated reports for call metrics (Sentiment, Talk to Listen Ratio, Talking Energy and Speed, Interruptions , etc.)
For example , call metrics from ~50 calls from last month, etc.
1 vote -
Allow Custom Tags for Calls
Allow custom and searchable tags for calls.
1 vote -
Add Service Industry under organization
I would like to see specific trackers for home improvement, electric, plumbing, HVAC, etc. industries.
1 vote -
Objections
An Objections Dashboard. AI filters common categories for objections and groups then alike.
1 vote -
Matching Team Structure from Service Web
Customer suggested bringing over team structure (Manager and subordinates), roles, permissions, etc... from Service Web. All you would need to do in RingSense to select a pre-existing group to bring over.
3 votes -
Create admin setting for emailing call recording to user
Just as voicemail recordings are emailed to the user following a call, so should a call that a RingSense user finishes. The admin should have the ability to choose this setting for each user, so it's able to be for some users but not others.
7 votes -
RingSense Multi Call Playback Window (Cradle to Grave Playback)
Using the RingEX Universal Unique ID UUI on the call, RS4RCX can pick up that multiple agents handled a single caller (noted by UUI). Highlight when a call is part of a segment and offer the RingSense User with permissions to play in a single view the call from the perspective of the Call being the focus. Versus now I play a call segment by agent and may not know the call was transferred to another agent etc.
2 votes -
Daily Coaching Summaries
It would be great to provide a daily summary to an agent with a cumulative set of AI feedback, composite score and ranges on sentiment, patience, engaging questions, etc.
5 votes -
9 votes
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AI tracking over time to see if coaching works
When the manager gives feedback, it is important that RingSense update the manager (to save him/her time) if the coaching works but also to track if the individual falls back into his/her bad habits over time. Example: Someone uses a lot of filler words, the manager can coach on the “Hum”, “like”, “you know what I am mean”, etc.
AI sends an email on a frequency defined by the Manager and once the behavior is corrected, no more email notification unless if the AI detects the behavior has returned.8 votes -
Ability to filter calls that do not match a specific tracker
As an example, an organization needs for the receptionist to say "xyz" during each call. Would like to be able to filter on calls where that does not take place (i.e. calls that do not have that tracker).
8 votesUse the "Trackers" filter to choose some trackers and then select the "none of" option in order to implement this negative logic.
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filter
Ability to filter to only inbound calls. And also only calls over a certain time threshold such as 30 or 60 seconds.
1 voteNow we have both a "Duration" and "Call direction" filters - see them in "All Filters" on the Calls page
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Ability to create Scorecard then attach trackers
Provide the ability to use Trackers/AI to assign scorecards to interactions based on trackers being assigned to the scorecards. In other words create a scorecard, attach specific trackers. Then when trackers are found in interactions add the relevant scorecards to the interaction
7 votes -
Improve/Increase documentation
Request is for increased/improved documentation for RingCX/RS4S/RS4RCX,
6 votes -
Rotating through Filtered calls
Filtering calls by host and participant > Once you have one open, be able to click next or back to stay within those calls rather than having to refilter them.
Generic report with all interactions within that filter.
1 vote
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