22 results found
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filter
Ability to filter to only inbound calls. And also only calls over a certain time threshold such as 30 or 60 seconds.
1 voteNow we have both a "Duration" and "Call direction" filters - see them in "All Filters" on the Calls page
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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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CRM Contact/Phone Number Matching Improvements
RingSense for Sales CRM Integrations need to be able to query for phone numbers from any and all phone number objects.
For example:
Mobile Phone
Other Phone
Home Phone
Secondary Phone
Assistant Phone5 votes -
Ability to use RingSense on Queue Calls
Being able to use RingSense on call queue calls would be greatly helpful. At this point RingSense captures all non-queue calls and only a handful of queue calls, but a bulk of our inbound call handling is done through a call queue, effectively making RingSense useless for our use case.
39 votesSee "Call Queue" filter in "All filters" on the Calls page.
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export
Ability to export reports such as trackers, and scorecard data into csv files.
This can be used to measure improvement over time for specific teams or individuals, correlate data with external measures, and provide better reporting insights that can impact revenue using the tool.
7 votes -
Negative Tracker Alert
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.
7 votesOnce you configured a view by setting one or more filters to capture your criteria for calls of interest, you can configure daily, weekly or monthly notifications to get notified when new calls match your criteria.
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RingSense: Call Transcripts should be Integrated with Salesforce
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.
4 votesOur Salesforce integration allows RingSense to send transcripts (and additional information) to Salesforce.
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Ring Sense API Access
Customers with RingSense accounts would like to Integrate and have requested API Access.
20 votesAn API that allows to subscribe for events when RingSense processes a new call recording is implemented. See here for details: https://developers.ringcentral.com/guide/ai/ringsense
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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.
26 votesSee the release notes here: https://support.ringcentral.com/release-notes/ringsense/ringsense-sales.html
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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 -
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 -
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 -
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 -
Ability to filter calls that do not match a specific tracker
As an example, an organization needs for the receptionist to say "xyz" during each call. Would like to be able to filter on calls where that does not take place (i.e. calls that do not have that tracker).
8 votesUse the "Trackers" filter to choose some trackers and then select the "none of" option in order to implement this negative logic.
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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 -
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.
9 votesLook for "Scorecard completed" filter in "All Filters" on the Calls page
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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.
4 votes -
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.
4 votes -
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 -
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
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