97 results found
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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 -
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.
31 votes -
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 -
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 -
Comprehensive Data Download from RingSense
The ability to download all data from RingSense, including call logs, call recordings, and transcriptions for all users.
Proposed Features:
Download Format: Allow users to choose between various formats (e.g., CSV, JSON, XML) to accommodate different data analysis tools.
Filtering and Sorting: Implement options to filter data by date range, user, call type, or other relevant criteria.
Data Security: Ensure that downloaded data is encrypted and protected to maintain confidentiality.
Batch Download: Provide the ability to download large datasets efficiently, potentially using a background task or scheduled download.Additional Considerations:
Data Volume: Establish guidelines or limitations on the amount of…
14 votes -
edit transcripts
Ability to edit the transcript where the AI has 'misheard' the agent and then show when the edit has been made and by who, along with the ability to see the original transcript text
12 votes -
add n/a to the yes/no responses on scorecards
Yes and No are great, but sometimes, the item doesn't apply and shouldn't be considered in the agents overall score, while the rest of the card still does...
11 votes -
add admin ability to delete calls /insights/ai tracking / transcripts ect
Add the option for admins to delete a ring sense recording, when auto recording in on for a line a rep may make a personal call or be discussing personal matters w/ company that should not be recorded
10 votes -
Calls processed in RingSense should display the Contact Name.
When integrated with Salesforce, calls processed in Ringsense should display the Contact Name rather than the Account Name in the Title.
10 votes -
Scorecard Additional Option
When using a scorecard with "YES" or "NO" answer options, have an N/A option or a way to unclick what AI selected.
8 votes -
Remove Profanity Censoring
The RingSense transcriptions have profanity censored out. It would be helpful for us to have the ability to have an option for how the transcripts are censored. The context of profanity within a call is very important for us as a law office to have the most accurate transcripts possible.
8 votes -
call recording and csat scores
Have one continuous recording of a call regardless of how many times the call is transferred from physical devise to soft-phone or even from EX to CX (and vice versa). If not possible an option to allow call linking as coming in and out of calls means that you loose the original call and the full thread.
With the ability to have one call recording, this would link into one CSAT score, as currently any agents on CX, one of their main task is to route calls to the correct department on EX and the highest score they can achieve…
7 votes -
Ability to remove/delete implicit teams within RIngSense
Customers would like the ability to remove an implicit team if that manager role no longer applies to that user. Right now, you can remove all the team members from that manager's team, but the team remains with one member ... which is that manager. The only workaround is to unassign that user's license in the admin portal. The team (along with the user) in RingSense will then be removed. You can then reassign the user and pick a role for them in RingSense.
7 votes -
Share RingSense recording without having to first specify an email address
Ability to obtain share link for external parties without having to enter an email address.
They would like to get a copy of the link so they can send a more personalized follow up email and response with the recoding link from RingSense for the meeting.7 votes -
Export Details/Data
I would like to be able to export the scorecard details, please see below for reference. Thank you!
6 votes -
Searchable Call Tags in RingSense
ability to tag calls in RingSense with an account number or other ID, either by editing the summary, adding a comment or other method, and have that be searchable.
5 votes -
Ability to Delete Calls for Privacy Concerns
There are instances when a call may have been recorded that shouldn't have or an internal calls gets processed because a user called from an external number, etc. Admins need to be able to delete these calls to ensure privacy is maintained in the platform.
5 votes -
Manually upload calls
Add calls manually to allow to create a best practice libary
5 votes -
Instant Notifications added to views
The ability to get daily, weekly, and monthly notifications are great for the various views. It would be critical for some businesses to get instant notifications for calls hitting certain criteria.
4 votes -
Template Tab with Pre-Configured Questionnaire
Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0
How This Differs From Existing Trackers, Q&As, and Other RingSense Features
While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
Trackers are keyword or phrase-based detections that flag when specific terms…4 votes
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