431 results found

1. 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.

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   0 comments  ·  RingSense  ·  Delete…  ·  Admin →
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2. Please make new features OFF by deafult "AI Assistant" with pop-up to try new feature

   My company would like to test AI but turning it on in the backend meant it was enable for all 6,000+ users by deafult. We found inconsistency when AI is turned on the backend, “AI Assistant” is ON by default but “Ask RingSense AI” is OFF by default (see attach screenshot).

   As it stand if testing looks good in DEV lab tenant, we would NOT be able to have a select group of users in PROD to help us test since turning it on in the backend will enable everyone by default and trying to use your bulk update to turn it off for all except the select users would be a nightmare since we have over 6,000 user account.

   We would prefer that any new feature NOT be forced on your customer by default but instead give a pop-up to try the new feature on an individual basis and we can still use the bulk update to enable others.

   My company would like to test AI but turning it on in the backend meant it was enable for all 6,000+ users by deafult. We found inconsistency when AI is turned on the backend, “AI Assistant” is ON by default but “Ask RingSense AI” is OFF by default (see attach screenshot).

   As it stand if testing looks good in DEV lab tenant, we would NOT be able to have a select group of users in PROD to help us test since turning it on in the backend will enable everyone by default and trying to use your bulk update to… more

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   21 votes

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   New  ·  0 comments  ·  AI Assistant  ·  Delete…  ·  Admin →
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3. 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.

   21 votes

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   Planned  ·  1 comment  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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4. Adding Custom Notifications within RingSense

   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).

   21 votes

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   0 comments  ·  RingSense  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminEugene (Senior Director, Product Management, RingCentral) responded

   Daily/weekly/monthly email notifications can be configured for a saved view that a user creates on the Calls page.

5. Ring Sense API Access

   Customers with RingSense accounts would like to Integrate and have requested API Access.

   21 votes

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   3 comments  ·  RingSense  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminEugene (Senior Director, Product Management, RingCentral) responded

   An 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

6. Add Label column in Company Numbers Report detail output

   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.

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   Under Review  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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7. AI call summary in the admin portal

   View the AI call summary in the admin portal for all users and their calls

   19 votes

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   New  ·  3 comments  ·  Other  ·  Delete…  ·  Admin →
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8. RingSense Sentiment Playback Tracking/Pinpoint

   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.

   19 votes

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   Future Consideration  ·  0 comments  ·  RingSense  ·  Delete…  ·  Admin →
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9. 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

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   18 votes

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10. 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 data that can be downloaded at once to prevent excessive load on the system.
    User Permissions: Implement role-based access controls to restrict data download privileges to authorized users.

    By implementing these features, RingCentral can enhance the value of RingSense for organizations that require comprehensive data management and analysis capabilities.

    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… more

    18 votes

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11. automatically email recordings & transcripts

    automatically email recordings & transcripts

    18 votes

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    New  ·  1 comment  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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12. Pop-up window for incoming calls

    Pop-up window for incoming calls that covers other already open applications that also has a louder incoming call sound.

    17 votes

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    New  ·  6 comments  ·  Accessibility  ·  Delete…  ·  Admin →
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13. The ability to see all user AI Call Notes

    I would like the ability to see all of the user's Call Notes so that we can access them all from one place or the admin can quickly check over things.

    17 votes

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    New  ·  3 comments  ·  AI Assistant  ·  Delete…  ·  Admin →
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14. 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 agent Ring No Answer (an agent refused to answer and was placed in RNA unavailable), and number of unavailable agents. It would be extremely useful to also pull in the callback in queue data from the RingCX APIs to show when callbacks were engaged as well. We want to highlight activity stress points for the queues, showing when activity versus staffing were off balance i.e. too may interactions for active agent. AI could then generate light forecasting for future staffing requirements.

    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… more

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    16 votes

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    Needs More Information  ·  5 comments  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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15. Ability to support multiple instances of a CRM/CRMs for one customer

    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.

    16 votes

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    Planned  ·  0 comments  ·  RingSense  ·  Delete…  ·  Admin →
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16. Service Titan CRM Integration

    CRM integration with a very popular HVAC/Field Services software, Service Titan - https://www.servicetitan.com

    15 votes

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    Planned  ·  0 comments  ·  RingSense  ·  Delete…  ·  Admin →
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17. Email AI Receptionist Call History Summary After Each Call

    Description:
    Add an option for the AI receptionist to automatically email a detailed summary of each call once the call ends.

    Details:

    The email should be sent immediately after the call concludes.

    The content and layout of the email should match exactly what is displayed when clicking on the call in the AI receptionist’s call history interface.

    Include all available details, such as:

    Caller name

    Phone number

    Date and time of the call

    Duration

    Call status (answered, missed, transferred, etc.)

    Department or person transferred to (if applicable)

    Full conversation transcript

    Any assigned tags or notes

    Caller location and caller ID info (if available)

    Purpose:
    To ensure that internal teams receive a clear and consistent record of every call, in the same familiar format as seen in the call history dashboard.

    Description:
    Add an option for the AI receptionist to automatically email a detailed summary of each call once the call ends.

    Details:

    The email should be sent immediately after the call concludes.

    The content and layout of the email should match exactly what is displayed when clicking on the call in the AI receptionist’s call history interface.

    Include all available details, such as:

    Caller name

    Phone number

    Date and time of the call

    Duration

    Call status (answered, missed, transferred, etc.)

    Department or person transferred to (if applicable)

    Full conversation transcript

    Any assigned tags or notes

    Caller location and caller ID… more

    14 votes

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    New  ·  1 comment  ·  AI Receptionist  ·  Delete…  ·  Admin →
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18. 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.

    14 votes

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    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Delete…  ·  Admin →
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19. call park recording

    Customer would like to have call recording option for call parking

    14 votes

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    1 comment  ·  Other  ·  Delete…  ·  Admin →
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20. Add @mention into RingSense for feedback/Comment

    This is an important way to help drive user adoption with RingSense (for Sales but the ask is for all RingSense).

    14 votes

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    Future Consideration  ·  0 comments  ·  RingSense  ·  Delete…  ·  Admin →
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