38 results found
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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)27 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 -
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 -
automatically email recordings & transcripts
automatically email recordings & transcripts
16 votes -
RingSense QM Report - Interaction Arrival AI Analytics
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…16 votes -
adjust how AI notes summarize calls
have AI transcribe calls from the perspective of the call taker. adjust how AI notes summarize calls. Right now, the notes use a third-person perspective, but I would like them to be written from the perspective of the call taker.
12 votes -
QA on Digital Interactions
QA On Digital Interactions
11 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 -
Remove RingSense from agent view
Customer Genpact would like to us to remove RingSense from the RingCX agent's view. Agents are to be monitored/recorded but they don't want agents to see RingCX at all.
7 votes -
Live call listening
Should have a live call listening to shadow.
6 votes -
Improve/Increase documentation
Request is for increased/improved documentation for RingCX/RS4S/RS4RCX,
6 votes -
AI continue automatically after hold
continue automatic AI note taking and or recording after you take someone off hold
5 votes -
Ring Sense Customer Scorecard
Make it so Ring Sense will allow for custom scorecards to be added. Your current scorecard doesn't consider any of the regulatory compliance our firm needs in consideration for collections on behalf of original credit card issuers from the big banks.
5 votes -
Recording Import Rules for RingSense for RingCX
Admin rules for what gets imported selectable by filters. For example:
- Calls >x so that short calls are not pulled in
- Call record shows multitrack meaning two people spoke
- Do not pull in by ANI or DNIS
These rules would eliminate test calls or calls that have no recorded value.
5 votes -
AI to answer/receive incoming calls
i want all incoming phone calls to be answered by an AI Bot with realistic human voice and behaviour. I would like to input rules and information for this bot to use to guide the phone call respectively
4 votes -
Ability to Configure Standard Roles in RingSense for RingCX
Currently, to update the available view for users in RingSense for RingCX, customers have to create custom roles and assign agents to the new role vs being able to update standard roles already assigned.
4 votes -
Ability to report and print completed evaluations.
Ability to print / report on completed evaluation forms for agents.
4 votes -
Ability to add order of priority when multiple scorecards exist
Add ability to set order of Scorecard when more than one exists. Currently, it's the first scorecard created
4 votes -
Data for the current month in Coaching Insights should become readily available after a manager is assigned to the agents.
Currently, when a manager is assigned to agents in RingSense, the Coaching Insights data for the current month is not immediately visible or may take time to populate. This delay can hinder supervisors from gaining timely visibility into their team's performance and coaching opportunities, especially when organizational changes occur mid-month. Ensure that once a manager is assigned to one or more agents, Coaching Insights data for the current month becomes available immediately, without needing to wait for the next data refresh cycle or month-end.
3 votes -
RingSense - Need new Industry (ISP)
Can you create a new industry for ISP. I can assist with providing call type and custom vocabulary
3 votes
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