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308 results found

  1. 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
    0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  2. 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…

    16 votes
    Needs More Information  ·  5 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  3. Federate RingSense Accounts

    Many requests come in to have a combination of RingSense for RingCX and RingSense for Sales on the same RCO platform.

    3 votes
    0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  4. Ring Sense API Access

    Customers with RingSense accounts would like to Integrate and have requested API Access.

    21 votes
    3 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  5. Automated reports for RingSense managers

    Automated and customizable reports that can be scheduled for delivery to RingSense managers via email daily, weekly, monthly, etc.

    32 votes
    Future Consideration  ·  2 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  6. French Canadian language support

    Request to leverage RingSense for customer claim calls, however they service all of Canada.

    Quebec law requires that they serve customers in Quebec in French.

    27 votes
    1 comment  ·  Other  ·  Admin →
    How important is this to you?

  7. Clean up and shorten the document formatting of the downloadable transcription in RingSense

    Some customers are using RingSense to capture call transcriptions of calls. The RingSense transcript download file (PDF) is formatted beautifully, however it is very inefficient from a document space management standpoint. with calls between 60 and 90 minutes, call transcript downloads are close to 50-60 pages in the PDF.

    4 votes
    Implemented  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  8. RingCX custom notification sound option enhancements

    The request is to be able to have different notification sounds (chat vs email channels) and be able to adjust the volume for notifications.

    3 votes
    Needs More Information  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  9. Transcripts Copy and Paste Friendly

    Transcripts should be available in real-time. And be available for copy and pasting into CRM notes.

    4 votes
    Planned  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  10. 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.

    7 votes
    Implemented  ·  2 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  11. Improve/Increase documentation

    Request is for increased/improved documentation for RingCX/RS4S/RS4RCX,

    6 votes
    0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  12. Ability to support multiple instances of a CRM/CRMs for one customer

    Many organizations have multiple separated instances of CRMs. Currently, RingSense is not able to support this. With the ability to support multiple, the deals, coaching and trackers would only allow managers to see the data relevant to their team and CRM instance.

    14 votes
    Planned  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  13. 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
    0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  14. RingSense to be accessible through RingCentral app

    Customers with RingSense will have the option to access it through their RingCentral Web/Desktop applications to easily manage the service instead of having to login separately.

    2 votes
    Implemented  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  15. Admin Settings for Call Transcriptions following completed calls

    Give admins the ability following a completed call to have the transcript of a completed call to be sent to the customer in different formats - pdf, or text file, or similar to voicemail, "text to voicemail." The issue is about capturing the "event" or the conversation from a "compliance" standpoint, which I suspect will be more important when RingSense for Service comes about.

    8 votes
    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  16. 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
    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  17. RingSense Sentiment Playback Tracking/Pinpoint

    The suggestion is that, in playback view, clicking on 'Sentiment' shows the negative pinpoints in the interaction timeline which will let Supervisor drill down to exactly where negativity was marked.

    19 votes
    Future Consideration  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  18. Five9 Integration for RingSense

    Add a voice/phone integration with Five9 to allow RingSense to pull in phone call recordings.

    3 votes
    Future Consideration  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  19. RingCX Section 508 Compliance Agent side

    In keeping with ADA and Compliance, Section 508 will require that the RingCX agent interface jumps to the new message versus putting a blue bubble down arrow when the external party sends a digital communication. NOTE: a visually impaired agent using software like Jaws may not be notified of a new message from the external party unless the new message triggers the disability software like jaws to trigger because the screen has changed when it jumps to the latest message.

    2 votes
    Planned  ·  0 comments  ·  Other  ·  Admin →
    How important is this to you?

  20. 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
    Future Consideration  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?
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