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297 results found

  1. 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.

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

  2. Recording Import Rules for RingSense for RingCX

    Admin rules for what gets imported selectable by filters. For example:

    • Calls >x so that short calls are not pulled in
    • Call record shows multitrack meaning two people spoke
    • Do not pull in by ANI or DNIS

    These rules would eliminate test calls or calls that have no recorded value.

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

  3. Integration with Genesys CC

    Goal is to have integration with Genesys contact center to analyze calls. https://www.genesys.com/

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

  4. 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.

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

  5. Ability for managers to select which user scorecard is for

    If there are multiple reps on a call, the managers who have access to the call should have a drop-down on the scorecards to choose which rep they are grading on the scorecard. The current limitation only allows managers/admin to grade the host of the call. In several cases, the host of the call is not speaking the most.

    9 votes
    Future Consideration  ·  1 comment  ·  RingSense  ·  Admin →
    How important is this to you?

  6. Add a "feature request" and "report an issue" button in RingSense

    The suggestion is to add an easily accessible button for customers to submit feature ideas and report issues in the native platform.

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

  7. Show percentage of calls per agent on trackers tab heatmap

    Instead of a number of calls per agent, per tracker, it would be helpful to have a percentage of calls per rep/tracker.

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

  8. 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 Questions

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

  9. Filter by Scorecard completed

    • Add an option to filter by Scorecard completed, similar to the feedback filter.
    • Ability to filter further by scorecard completed by selected manager or admin would also be helpful.
    10 votes
    1 comment  ·  RingSense  ·  Admin →
    How important is this to you?

  10. Preserve previous page position when clicking into call details

    On the calls tab, when selecting the call details for a specific call and then moving back, the platform should preserve the location/page/filters, etc. that the user was previously on. Currently it saves applied filters but reverts the user to the top of the first page of calls.

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

  11. Add an icon to easily copy and paste the call transcript

    Add an icon, similar to the copy-and-paste layout for call summary, to easily copy-and-paste the call transcript.

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

  12. 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
    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

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

  14. Ability to search by phone numbers without having to follow a specific format

    Ability to search by a customer's phone number in the search bar without having to follow a specific format. Right now the search bar seems overly dependent on the number format (w/ plus sign, hyphenated, etc.)

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

  15. Filter by Call Queue/Voice Queue/Skill Number

    Ability to filter calls by Call Queue (MVP) and Skills/Voice Queue

    6 votes
    Under Review  ·  1 comment  ·  RingSense  ·  Admin →
    How important is this to you?

  16. "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
    Planned  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  17. 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.

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

  18. Integration with Zendesk

    CRM Integration with Zendesk. This will be key for both RingSense for Sales and RingSense for RingCx. Zendesk is currently 1/2 CRM integrations we have for RingCx. Very popular integration for MVP and CC accounts.

    10 votes
    Implemented  ·  1 comment  ·  RingSense  ·  Admin →
    How important is this to you?

  19. Service Titan CRM Integration

    CRM integration with a very popular HVAC/Field Services software, Service Titan - https://www.servicetitan.com

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

  20. Spanish Support for RingSense Transcription and Translation (to English)

    Ability to transcribe calls spoken in Spanish in Spanish within the RingSense transcript with the added functionality to translate to English if managers cannot speak/read Spanish

    32 votes
    8 comments  ·  Other  ·  Admin →
    How important is this to you?
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