397 results found
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Archiving System for Call Recordings to be stored
Archiving System for Call Recordings to be stored
1 vote -
Assigning RingSense to Shared Lines
Need to be able to assign a RingSense for Sales license to a shared line extension.
2 votes -
Onboarding Wizard for RingSense
Some type of tutorial or walkthrough wizard that guides customers through the initial setup - Organization, Trackers, Scorecards, etc... with links to KBs or articles that elaborate on each specific area of setup.
2 votes -
RingSense should allow temporary filter in My Calls Dashboard
The RingSense for Sales Dashboard is good however it would be useful to add filtering capabilities (could be in multiple tabs) for specific trackers (like new product, like cancellation/RMA, like softskills I want to watch over) while using the same Goals. As such, it would make search for my next calls/meeting to review faster.
Example: My Goals is to review all calls with tracker A, B and C with the negative sentiment and with a rating between 0 and 5.
However, I want to track the new product "Blue" or specific individual (on my watch list) or they never talk…2 votes -
Texting
We should be able to block unwanted text
1 vote -
Export Details/Data
I would like to be able to export the scorecard details, please see below for reference. Thank you!
8 votes -
AI automatic notification for marketing
customer would like to have AI feature for automatic text message or email for marketing purposes whenever they receive calls from their customer
3 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.
2 votes -
Manually upload calls
Add calls manually to allow to create a best practice libary
5 votes -
Texting
Have summaries and transcripts for texting as well
3 votes -
Allow for user-entered deal size when filtering Deals
When filtering Deals, one of the available filters is Revenue. Unfortunately, the smallest available value is $0-$50k. Some organizations have much smaller deal sizes and would like the ability to select a smaller value, or ideally, manually enter the Revenue range they would like to filter by.
1 vote -
Japanese language support
Support for Japanese transcriptions and full platform localization.
4 votes -
Ability to request call re-analysis.
If we are not satisfied with the first analysis, or we think it is wrong/inadequate. There should be a simple one-click button that would initiate a repeated analysis of that call.
3 votes -
Filler words: Show the number of times filler words were said
Ideally, I would like to choose between average time by minutes, or % of the call with Filler words, or number of times the filler words have been spoken.
If I click on this number, it should offer to show spot (either in the talk track or in the transcript where and what filler words were spoken).3 votes -
Edit AI Metric Scores
There is already an idea in for RingSense for Sales, but this is critical for RingCX as well. If a supervisor disagrees on something like negative sentiment, they should be able to modify.
In addition, it would be nice to modify the thresholds of metrics like talk-to-listen ratio and what counts as a "negative" ratio.
Link to other idea for RS4S: https://ideas.ringcentral.com/forums/958502-ringsense-ai/suggestions/48113318-the-ability-to-change-the-ai-score
9 votes -
RingSense: Modifying AI Scores
In RingSense for RingCX, we cannot modify the automatic scores on things like Sentiment.
If a supervisor does not agree that the call was overall negative, they would like to override and change it to positive.19 votes -
RS4RCX Recording Analysis for RCX IVR, VM, Cloud Profiles, Track Numbers and Voice Surveys
Today RS4RCX is an outstanding companion to RingCX, analyzed conversation is truly incredible. Having a secure repository for RCX conversations is something we have come to rely on. Today however recordings in RS4RCX are only tied to agents licensed in RCX.
Missing are those conversations that did not have an agent tied to the segment. It is highly desirable to pull, analyze and store calls in RCX IVR including voice mails, cloud profiles, track numbers and voice surveys.
Being able to audit voice mails that were left is an easy and daily example of how RS4RCX supervisors can use the…
25 votes -
Sharing a RingSense Recording - Cannot search transcript while watching video, AI Meeting Summary and Highlights are missing
When sharing a RingSense recording externally, the view should allow the customer to see the video recording, search the transcript, and view AI summary all from a single view.
Today, when sharing a RingSense recording via email to an external guest, the public view is lacking (see screenshot). The customer can only see either the video recording or the transcript from the same screen but not both. The customer cannot search the transcript while watching the video. There is a lot of wasted whitespace.
The layout for public sharing should be modeled after a RCV video recording layout (screenshot attached)…
3 votes -
Integration/API to send notes to CRM/third-party tool
Request is to send the AI transcript notes to a third party tool with integration or via a Zapier connector/subscription API.
3 votesWe have both an API and a new Zapier trigger that makes this use case possible.
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ring ex verbal prompt or whisper - option to turn off
Ability to have the option to remove the verbal prompt or whisper when it records and transcribes the phone calls. In New York, the law does not require that both people on the call have to be aware that it is being recorded. I don't want them to hear the whisper as it might make them feel uncomfortable.
I would also like the option to use this function on my physical desk phone, if possible.
9 votes
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