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316 results found

  1. We would like to have the ability to bulk download all interaction call transcripts.
    It would be much better if we can add it to the existing call data in all interactions so we can have them all in one report.

    2 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  2. 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  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  3. 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 →
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  4. In environments like warehouses and manufacturing, employees do not have extensions but there are phones scattered about. Today, a human receptionist may page overhead that there is a call for them.

    I'd love to see if there is an appetite to have the AI Receptionist park a call and then page to a paging group to announce that there is a call parked and name the person the call is parked for along with the park location number.

    2 votes
    New  ·  0 comments  ·  AI Receptionist  ·  Admin →
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  5. 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 →
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  6. Have Transcript and or summaries emailed to me immediately after the call is over. I have used several other phone services that I used that this is really easy to activate.

    1 vote
    New  ·  0 comments  ·  AI Assistant  ·  Admin →
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  7. Display incoming phone number

    2 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  8. The ability to get daily, weekly, and monthly notifications are great for the various views. It would be critical for some businesses to get instant notifications for calls hitting certain criteria.

    2 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  9. We would like to have calls to our main line go to a call queue, where calls are first routed to our human receptionist, and then to the AI Receptionist. This way, most of our clients (who tend to be older, 55-90 years old) can still have a human to talk to, but if our receptionist is busy or on another call, the AI Receptionist can catch and transfer the calls where needed.

    The problem I am having with implementing this, is that there is not a way to add the AI Receptionist's extension to a call queue, as this…

    1 vote
    New  ·  0 comments  ·  AI Receptionist  ·  Admin →
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  10. 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 →
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  11. Customer wants to have an Call type option when creating a Tracker in RingSense. The Customer wants to produce an Tracker that would include the call type.

    1 vote
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  12. Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms…

    4 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  13. Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms appear in…

    1 vote
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  14. Customers feedback is that during the conversation between the caller and the receptionist, the AI Receptionist, would take a while to respond. Then, at the end of the conversation, when the caller says thank you, the AI would say, "let me check that for you" before having a closing remarks.

    1 vote
    New  ·  1 comment  ·  AI Receptionist  ·  Admin →
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  15. You need to add Follow Up button for RingSense CX so that CX team can follow up with customer after the call. It doesn't make sense that ringsense CX doesnt have option to add that button

    1 vote
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  16. ai notes should also work on plugin

    1 vote
    New  ·  0 comments  ·  AI Assistant  ·  Admin →
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  17. Significance: To be able to notate calls on AI for these features:
    - Multiple picked-up calls in one instance. (First call when second call is picked up should still be included in the AI Notes)
    - Calls placed on park and picked right back up should still be included in AI Notes.
    - Conference calls or calls with multiple parties should also be picked up by AI Notes.

    1 vote
    New  ·  0 comments  ·  AI Assistant  ·  Admin →
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  18. Currently the people view is limited, some additions:
    1. An advanced view with additional columns
    2. Ability to export the lists
    3. Ability to edit users in bulk
    - Should be able to assign role, manager, etc to multiple users.. currently have to drill into each user and assign manager or role individually
    4. Team setup is not intuitive and editing is limited even with full admin
    - Added a Director as an additional manager on the users they oversee, while those users have a different direct manager. The set up of additional manager created 2 different teams under that…

    1 vote
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  19. I've discussed this at length with multiple support reps and I've confirmed that when you set up call masking in RingSense, that it only masks the audio recording, and does not mask the transcripts and AI summaries.

    This is a major security concern as sensitive customer information such as credit cards needs to be masked from everything, not just the audio. For compliance with PCI DSS, the call masking logic needs to be changed so that transcripts and AI summaries are masked as well as the audio recordings. This is a HUGE security and legal issue.

    2 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  20. Have a way to upload knowledge bases links on AI Receptionist in one upload.

    1 vote
    New  ·  0 comments  ·  AI Receptionist  ·  Admin →
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