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296 results found

  1. 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.

    18 votes
    New  ·  3 comments  ·  AI Assistant  ·  Admin →
    How important is this to you?

  2. 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.

    17 votes
    Future Consideration  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  3. 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
    Needs More Information  ·  5 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  4. 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.

    15 votes
    New  ·  5 comments  ·  Accessibility  ·  Admin →
    How important is this to you?

  5. 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.

    15 votes
    Planned  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  6. 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.

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

  7. 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).

    13 votes
    Future Consideration  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  8. AI live transcription

    enable the live transcription or AI using desktop and web browser. Also no option to enable automatic transcription both on mobile & desktop app

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

  9. 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…

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

  10. Outreach Voice Integration

    12 votes
    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  11. AI call summary in the admin portal

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

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

  12. automatically email recordings & transcripts

    automatically email recordings & transcripts

    11 votes
    New  ·  1 comment  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  13. Service Titan CRM Integration

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

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

  14. Manage Post-call Summary and Automatic notes account wide via Admin Portal

    We would like to have the capability to configure or manage Post-call Summary and Automatic notes via the Admin Portal. This will be a great help for us Admins to manage user-level AI settings.

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

  15. 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...

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

  16. QA on Digital Interactions

    QA On Digital Interactions

    10 votes
    0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  17. Customizable reports

    Have the ability for the Admin to generate more reports dashboard-style and be able to export it other than the utilization and the Trackers dashboard. Being able to filter through and run different reports will help us have a better understanding of the things that matter to us the most.

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

  18. Filter by Scorecard completed

    • Add an option to filter by Scorecard completed, similar to the feedback filter.
    • Ability to filter further by scorecard completed by selected manager or admin would also be helpful.
    10 votes
    1 comment  ·  RingSense  ·  Admin →
    How important is this to you?

  19. Add average AI generated score and rename columns on the Scorecards tab within the Coaching tab

    On the Leaderboard within Coaching > Scorecards, add in "Average AI Score" as a column and change "Average Score" to "Average Human Score." Placement should be to the right of "Average Human Score" on Leaderboard. On the table below, add in "Average Human Score" to the right of Scored ("Scored" could be changed to scored by human)

    10 votes
    Under Review  ·  1 comment  ·  RingSense  ·  Admin →
    How important is this to you?

  20. Ability to add a summary note to recordings saved in a Library

    It would be helpful to have an ability to add a summary note when moving a recording into a Library folder. This would allow people to quickly determine the reason why the recording is being saved, and what is the critical information to get from it.
    Note that the summary should also include who wrote it and have the ability to edit/add additional notes.

    10 votes
    Future Consideration  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?
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