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348 results found

  1. Mute In-Call Voice Notifications for Call Recording & Transcripts On

    If you are automatically recording a phone call, then go to toggle on SmartNotes you will receive two voice notifications if a customer calls in.

    The initial where you hear "This call is being recorded" then an additional voice notification, "Transcript turned on".

    There really should be an option to disable the transcript turned on message as it already notified that this message is being recorded.

    Two voice notifications back to back only confuses the client calling in.

    82 votes
    Planned  ·  16 comments  ·  AI Assistant  ·  Admin →
    How important is this to you?

  2. Allow Administrator to disable "Auto-answer call" feature

    Can you please make the "Auto-answer call" feature something that can be disabled (greyed out) for the entire organization? Our company would never use this feature and our end users sometimes confuse this to set number of rings and turn it on without realizing what's about to happen.

    68 votes
    New  ·  9 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  3. RingSense Dashboard based landing page to drive adoption and insight

    It is imperative to give a better landing page with a Dashboard when we open RingSense (for Sales) with the most relevant information to give guidance to the end userA Dashboard for Coaching will allow the manager know progress on his/her coaching, alerts he/she needs to pay attention It is imperative to give a better landing page with a Dashboard when we open RingSense (for Sales) with the most relevant information to give guidance to the end userA Dashboard for Coaching will allow the manager know progress on his/her coaching, alerts he/she needs to pay attention

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

  4. 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.

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

  5. Auto-delete RingSense recordings under 1 minute

    Auto-delete RingSense recordings under 60 seconds (or period defined by customer).

    Since we are auto-recording, we often find short recordings with poor scores crowding the list of calls and bringing down the average score. For example when a customer declines to be recorded.

    37 votes
    New  ·  1 comment  ·  RingSense  ·  Admin →
    How important is this to you?

  6. Export scorecard data

    Ability to exportscorecard 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.

    34 votes
    New  ·  1 comment  ·  RingSense  ·  Admin →
    How important is this to you?

  7. 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

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

  8. Automated reports for RingSense managers

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

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

  9. RingSense: Payment/Plan Option to extend 1yr Call Retention

    The suggestion is to be able to have a payment option for customers to be able to retain the calls in RingSense for a longer period of time. Many customers need this for compliance purposes. A related request would be to be able to extend the retention based on factors like call duration, call queue and extension.

    32 votes
    Under Review  ·  2 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  10. Silence Transcribing Announcement

    There should be an option to silence the announcement that plays when AI is starting to transcribe a note. This announcement is loud, and it speaks over us greeting our clients. It's confusing to our clients and sometimes results in them hanging up the call because they think they're calling the wrong establishment.

    30 votes
    New  ·  4 comments  ·  AI Assistant  ·  Admin →
    How important is this to you?

  11. 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.

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

  12. UK Regional Redaction for RingSense for RingCX/RingEX/Sales

    This is for RingSense for RingEX, RingCX and Sales...

    Today, RingSense allows for the redaction of US data points:
    - Credit Card, Email Address, IBAN Code, Phone number, US Bank Number, US Drivers License, US ITIN, US Passport, US Social Security number.

    For the UK Market, for all deployments, we are going to need as a basic:
    - National Insurance number
    - NHS Number
    - UK Passport
    - UK Drivers License
    - UK + International Bank Number
    - UK Postcodes
    - Others (Maybe doing a custom redaction leveraging regular expressions)

    26 votes
    Under Review  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  13. 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
    Under Review  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  14. Ability for administrator to remove "Generate notes for all calls" function

    We need to make sure our employees make a conscious decision to turn AI features because there are many legal restrictions around recording/transcribing conversations where our business operates. We do not want to remove the option entirely, but we want to require the users to manually turn it on each time, not have the ability to toggle it on so that the feature runss automatically every time a call is made.

    23 votes
    New  ·  0 comments  ·  AI Assistant  ·  Admin →
    How important is this to you?

  15. Ability to Change Implicit Team Names

    Currently, an implicit team is built when you assign a user in the system a manager. That manager's name will be the team name (John Doe's Team) and cannot be changed. Many customers would like to be able to edit this team name because they have teams that are not associated directly with that manager. Ex. John Doe is the manager of Target Hospital Denver and has an implicit team so that he can only see his Target Hospital Denver team. A regional director wants to see all hospitals teams, but doesn't want to see John Doe's name, just the…

    22 votes
    New  ·  1 comment  ·  RingSense  ·  Admin →
    How important is this to you?

  16. RingSense: Customizable Powerskill Benchmarks

    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.

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

  17. Turn off in-call notification

    The ability to turn off the in-call notification that alerts that all calls are being transcribed. Call recordings are enough.

    21 votes
    0 comments  ·  AI Assistant  ·  Admin →
    How important is this to you?

  18. RingSense: Pull in/Filter Calls based on Duration

    Suggestion is to customize the duration of the calls that get pulled into RingSense.
    Ex: Pulling in calls of only 5 min or more. Alternatively, to be able to specify what calls get graded based on the duration of the call. This will help remove small/diluted calls not needing to be graded.

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

  19. 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?

  20. The title of the uploaded calls in RingSense should sync with the RingCentral contacts list.

    The title of the uploaded calls in RingSense should be synchronized with the RC Contact list. It should display the contact name instead of just showing the phone number when calls are uploaded, similar to the Call Logs, where the saved contact name from the Personal Contact List is displayed rather than just the phone number.

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