165 results found
-
SMS as a Channel/Integration
Ability to integrate with RingCentral MVP SMS/MMS and RingCx SMS/MMS. Would like to be able to match SMS interactions to deals and track concepts/contexts and keywords like we can with calls.
6 votes -
Filter by Call Queue/Voice Queue/Skill Number
Ability to filter calls by Call Queue (MVP) and Skills/Voice Queue
6 votes -
RingSense: Add the ability to share the comments and feedback when externally sharing a call.
When sharing calls outside of RingSense, the information is limited to the call/video recording, summary, and transcript of the call. Would like the added functionality to share the comments and feedback from the call.
6 votes -
Import lead calls missing from integration with RS4S
Add Lead Calls to data import section of Zoho for RS4S integration.
2 votes -
Ability to assign multiple reporting managers to a member/team
Request is for the ability to assign multiple reporting managers to multiple members/teams across the board. Stated in another way, the goal is for RingSense to support multiple managers per agent within the RingSense hierarchy. This could be especially helpful for BPOs, which often have agents working for more than one client, so in addition to supporting multiple managers per agent, there needs to be a way to support managers from different clients looking at the same agent but only focusing on the respective manager’s aligned business' calls.
4 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.
1 vote -
Automatic scoring of calls
Scoring Insights by the AI Coach is nice because it helps with providing coaching insights to the agent but it would be much nicer if we can have the option for the AI to score the calls based on the parameters that we set up for it to look for certain key words and phrases. That way we can weed out calls that did not flag on our radar for our key words and phrases. Also, it would be helpful if there an option to enable AI to grade calls based on our Scorecards.
2 votes -
Integration with MS Teams
Request to have integration between RingSense and MS Teams (ability to import recordings into RingSense for Sales). This could open up a huge SAM since we have a lot of customers using the Embedded App.
4 votes -
Tie calls to chat / teams.
Similar to how RingSense AI for Sales has Deals (or in combination with). It would be amazing to add insights from messaging / chats into RingSense.
If it's tied to a deal as well it could allow for everyone to be on the same page.
On large complex projects there may be many groups working on it and side conversations. If a project manager and an implementation manager had a side conversation about progress update and timelines, in one of the groups a concern is escalating up, or a particular person is going to be out / who their backup…2 votes -
Quick Edit Calls
Now that we have the ability to create or update the deal link on the individual call it would be fantastic if we could be able to quickly edit call names or link to deals from call lists. Save us many clicks to get into the call for each update.
I find a lot of the time I am spending searching looking for calls post sales and want to tie everything together to get those powerful insights. If I put together a good search that I can see several calls I'd like to be able to quickly link them to…
2 votes -
Ability to add only a portion of a call to a Library folder.
Many times, there is a small portion of a meeting that is an excellent example of how to sell the product. Rather than having to save an entire recording, it would be helpful to highlight just the portion that you want others to review. It would save a lot of time for people to review the key portion.
5 votes -
Highlight Calls
Highlight the calls the you have open or that you have reviewed in the Team or All Calls page.
5 votes -
Actionable Insights - Did you know this about your team?
It would bring a lot of value to update the manager about the summary of Sales criteria that members of the team have. Ex: 70% of your team close the meeting well but 15% of your team has no action plan/next steps agreed on after the end of the meeting. This could give a lot of insight from the manager to the CRO level to define what the next soft skills training should be.
5 votes -
Actionable Insights - Did you know this about your business?
Customers are looking for macro trends that can help them improve their sales. Ex: Callers asking about home generators have increased by 40% in the past week in California. Ex: 60% of your sales team failed to mention your new RingCentral Events product to customers.
5 votes -
AI feedback should adapt with the role of the speaker & the type of meeting
Many times, there are others in the meeting other than just Sales People. For example, there may be PreSales individuals in the meeting. The feedback from AI needs to take into account the type of engagement (Corporate intro/first touch, PoC, Discovery, Demo, Architecture, Legal, Negotiation, Security, Closing). Example: a SE will demo and will have a different level of interaction (more a push interaction than a conversation). There are similar qualities between sales and SE but there are some differences (technical skills, longer pitch from the SE point of view)I would love the AI to flag the fact that the…
5 votes -
Easier Navigation to Access Coaching Information
Goal is for a Supervisor to be able to see their managers' coaching capabilities. For example, to be able to select a range of dates and click to be able to see feedback and coaching themes without having to drill too deeply.
5 votes -
Ability to create a folder with specified/assigned user visibility
Ability to create a folder within RingSense and allow or assign specified users or teams access (i.e. folder for just managers to review.) Currently limited to share privately or completely public or individually to specific users.
5 votes -
Matching speaking metrics on call details and PowerSkills tabs
Speaking metrics on the call details page and Coaching>PowerSkills tab should match. For example, something like:
- Agent Sentiment
- Agent Energy
- Talk-to-Listen Ratio
- Talking Speed
- Filler Words
- Interruptions
- Engaging Questions5 votes -
Ability to drill down to detailed reporting into speaking metrics
Similar to the tracker "jump to" icon, a user should be able to click on a speaking metric and be taken to a Speaking Metrics tab on the call that displays periods in the call.
5 votes -
"Share" button not automatically enabled when UI detects email address
When attempting to share a call externally, the platform currently requires the end user to type in an email address + a comma or to press "Enter" for the Share button to appear. It would be much for intuitive for the UI to automatically recognize an email address has been added and highlight the "Share" button to send.
5 votes
- Don't see your idea?