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320 results found

  1. 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
    Future Consideration  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  2. 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.

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

  3. 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.

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

  4. 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?

  5. AI call summary in the admin portal

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

    15 votes
    New  ·  2 comments  ·  Other  ·  Admin →
    How important is this to you?

  6. 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
    New  ·  0 comments  ·  RingSense  ·  Admin →
    How important is this to you?

  7. 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?

  8. 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?

  9. 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.

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

  10. 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?

  11. automatically email recordings & transcripts

    automatically email recordings & transcripts

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

  12. Service Titan CRM Integration

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

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

  13. Outreach Voice Integration

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

  14. Add the option to export AI notes and transcripts through the admin portal

    It would be extremely helpful for our org to export AI transcripts and summaries from the admin portal similar to how we can download call recordings. A bulk feature would be even better.

    11 votes
    New  ·  1 comment  ·  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...

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

  16. QA on Digital Interactions

    QA On Digital Interactions

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

  17. Ability to turn off sharing Transcriptions

    When you go to share a transcription, the choice to share to GMAIL is an option. We would like the ability to turn off sharing as a hierchy, and then be able to turn on sharing to certain applications at our descretion. Considering our phone calls are HIPAA protected, the transcription should be also, we do not give all users the ability to download their recorded calls, as an example, we do not want to give everyone the option to share their transcribed calls either.

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

  18. 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

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

  19. Transcripts for Meetings >2 hours

    When meetings go over 2 hours, the recording is still saved, but the transcript just disappears and becomes completely unavailable after the meeting. I encountered this issue the 'hard way' and it was frustrating because I got no advance warning about this limit. It doesn't even make sense, since the recording over 2 hours takes many gigabytes of storage, while the transcript is text and takes almost no space to store. The idea that it gets flushed at 2 hours is very counter-intuitive. There should be a warning advising to manually copy/download the partial transcript at 2 hours and before…

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

  20. 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  ·  1 comment  ·  AI Assistant  ·  Admin →
    How important is this to you?
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