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  1. 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

    51 votes

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    Planned  ·  0 comments  ·  RingSense  ·  Admin →
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  2. 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.

    39 votes

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    Planned  ·  9 comments  ·  AI Assistant  ·  Admin →
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  3. 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.

    36 votes

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    5 comments  ·  RingSense  ·  Admin →
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  4. 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.

    31 votes

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    Under Review  ·  2 comments  ·  RingSense  ·  Admin →
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  5. Automated and customizable reports that can be scheduled for delivery to RingSense managers via email daily, weekly, monthly, etc.

    26 votes

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  6. 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 votes

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    1 comment  ·  Other  ·  Admin →
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  7. 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…

    24 votes

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  8. 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)

    23 votes

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  9. 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

    21 votes

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    1 comment  ·  Other  ·  Admin →
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  10. Ability to have newly added trackers to the system run against existing call recordings (as opposed to just call recordings moving forward).

    21 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  11. 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.

    20 votes

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    New  ·  1 comment  ·  RingSense  ·  Admin →
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  12. To increase user adoption, RingSense (for Sales) should alert the Manager when there is relevant information. For example:
    - if a manager leaves a coaching comment, a notification gets sent
    - a weekly summary to show week over week progress for the AE and his/her manager.
    - an email to remind that the manager has not reviewed any recordings for a specific period of time (for his/her team or for a specific individual).

    20 votes

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    0 comments  ·  RingSense  ·  Admin →
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  13. 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.

    18 votes

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    0 comments  ·  RingSense  ·  Admin →
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  14. Customers with RingSense accounts would like to Integrate and have requested API Access.

    18 votes

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    3 comments  ·  RingSense  ·  Admin →
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  15. 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.

    16 votes

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  16. 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.

    16 votes

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  17. 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…

    15 votes

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  18. 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

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    Planned  ·  0 comments  ·  RingSense  ·  Admin →
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  19. Currently the Company Numbers report in the analytics portal does not display a column for the phone number Label in the report output displayed in the portal (bottom portion that shows KPIs by individual phone number). It only displays a column showing the actual company phone number (e.g. +13125555555). The only way to see the label of the phone number in the report is if a user downloads the PDF or Excel file.

    14 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  20. The ability to turn off the in-call notification that alerts that all calls are being transcribed. Call recordings are enough.

    13 votes

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