140 results found
-
Adding Custom Notifications within RingSense
To increase user adoption, RingSense (for Sales) should alert the Manager when there is relevant information. For example:
- if a manager leaves a coaching comment, a notification gets sent
- a weekly summary to show week over week progress for the AE and his/her manager.
- an email to remind that the manager has not reviewed any recordings for a specific period of time (for his/her team or for a specific individual).16 votes -
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…8 votes -
Turn off in-call notification
The ability to turn off the in-call notification that alerts that all calls are being transcribed. Call recordings are enough.
5 votes -
Negative Tracker Alert
The ability to create negative trackers and receive alerts when they are triggered would be a valuable feature. For instance, if a tracker for negative customer sentiment is triggered, it can automatically notify the manager.
6 votes -
RingSense Audit Trail
Create Audit Trail for Admins to monitor Manual Downloads of Audio and or Transcriptions (show individual interactions).
Audit Trail will monitor new role/permission for Redactions and Remove Redactions (show individual interactions).
Audit Trail will bolster Security of Data
Audit Trail should not be able to be deleted by anyone, should run for 12 months or more. Search and results should be able to be downloaded or printed. NOTE: emailing a file like this unencrypted is less desirable and poses data privacy issues.
7 votes -
6 votes
-
Customizable reports
Have the ability for the Admin to generate more reports dashboard-style and be able to export it other than the utilization and the Trackers dashboard. Being able to filter through and run different reports will help us have a better understanding of the things that matter to us the most.
5 votes -
Manually upload calls
Add calls manually to allow to create a best practice libary
3 votes -
12 votes
-
add n/a to the yes/no responses on scorecards
Yes and No are great, but sometimes, the item doesn't apply and shouldn't be considered in the agents overall score, while the rest of the card still does...
2 votes -
Russian Language Transcription Support
Support for Russian via transcription and translation in RingSense.
2 votes -
Hebrew Language Transcription Support
Ability to transcribe and translate calls into Hebrew
2 votes -
Add @mention into RingSense for feedback/Comment
This is an important way to help drive user adoption with RingSense (for Sales but the ask is for all RingSense).
12 votes -
RingSense: Pull in/Filter Calls based on Duration
Suggestion is to customize the duration of the calls that get pulled into RingSense.
Ex: Pulling in calls of only 5 min or more. Alternatively, to be able to specify what calls get graded based on the duration of the call. This will help remove small/diluted calls not needing to be graded.12 votes -
"IVR Callback Option with Automated Contact Information Delivery"
*The customer has an idea : Is it possible to set up an IVR where their customers have the option to press 1 for a callback and receive a link to chat? Alternatively, can the system automatically send their information for contact purposes?"
2 votes -
Add support for RCV into RingSense EX
Currently, in order to get next steps and Q&A from RCV, you need to have RingSense for Sales. Customers are asking for this to be part of the RingSense EX as they don't want all the extra features from RingSense for Sales.
2 votes -
RingSense: Free Admin License
The suggestion is for a free admin license to make general changes to the RingSense environment without needing to digest or grade data. The idea is to have a support role to help sales orgs get set up and going.
11 votes -
When making or receiving incoming call. Switch the call to another device by pressing any key on the dialer
It will be more easier if we make an outgoing call, we can easily switch the call to mobile app even still the number is ringing by just dialing any key from the dialer
2 votes -
Chat Feature in RingSense
Customer Feedback from a RS demo ---
(RingSense) needs an "ask me anything" chat-like feature for post-call action items
- ex: can ask ringsense "what closing questions could I have asked to win that deal?", "write me a follow-up email with next steps and a recap"4 votes -
Remove Profanity Censoring
The RingSense transcriptions have profanity censored out. It would be helpful for us to have the ability to have an option for how the transcripts are censored. The context of profanity within a call is very important for us as a law office to have the most accurate transcripts possible.
2 votes
- Don't see your idea?