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76 results found

  1. QA On Digital Interactions

    5 votes

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  2. Add Lead Calls to data import section of Zoho for RS4S integration.

    1 vote

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  3. The ability to schedule and subscribe to reports as emails will help admins view call/agent performance metrics without having to log in and filter manually saving time for the admins.

    1 vote

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  4. Ability to filter calls based on the completion status of scorecards.

    1 vote

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  5. 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.

    1 vote

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  6. Please add scored calls as a filter option in Calls section. Also, it would be helpful to have a filter and sort function in the Scorecards dashboard.

    1 vote

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  7. 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.

    1 vote

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  8. 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.

    1 vote

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  9. 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…

    1 vote

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  10. Sometimes people dial in, use a different name / email, etc when joining a meeting. Currently deal linking is tied to those contacts on opportunities.

    If it could also suggest calls to link to a deal based upon title, similar participants, topics discussed, embedding scores.

    Have these show up faded out in the calls, with a quick action to add or remove these from the deal. (If Calls in Deals get searches it would be awesome for these to be included). Potentially notify / ask the call host, deal owner, and / or specific users to be able to confirm…

    1 vote

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  11. 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.

    1 vote

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  12. 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…

    1 vote

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  13. 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.

    2 votes

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  14. Users would find it useful to have the option to state that both A AND B filters need to be present for a recorded call to appear.
    Currently users only have the option for either A OR B in terms of filtering on calls.

    3 votes

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  15. 3 votes

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    0 comments  ·  Other  ·  Admin →
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  16. At the moment, to enable the intercom, you would need to enter each user and allow the intercom use. When you have 4 users is not a problem, having 200 it does become a problem to then enter each user's account and allow for the intercom. It would be great if we can have a system that can make the intercom use for all uses either selected or part of the group.

    1 vote

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    0 comments  ·  Accessibility  ·  Admin →
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  17. 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.

    9 votes

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  18. Customer would like to have call recording option for call parking

    2 votes

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    0 comments  ·  Other  ·  Admin →
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  19. 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.

    3 votes

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  20. In Conjunction with the Auto Redaction, Offer a new Role/Permission for Manual Redaction allowing an authorized user to redact via audio timeline and or the transcript that places the traditional marker line over the audio/text section. When redacted all corresponding data will be updated with the marker hiding the text/audio.

    Playback will keep the original timeline and simply play dead air over the redacted portions. Transcribed/text data will be redacted in the traditional "Classified" style,

    Download of audio or transcript retains redactions.

    Redactions can be removed by a user with a proper Role/Permissions to "Remove Redactions". There should be an…

    4 votes

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