140 results found
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Filter by Call Queue/Voice Queue/Skill Number
Ability to filter calls by Call Queue (MVP) and Skills/Voice Queue
6 votes -
Turn off in-call notification
The ability to turn off the in-call notification that alerts that all calls are being transcribed. Call recordings are enough.
5 votes -
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.
5 votes -
RingSense: More insight for Manager - Coaching progress per employee & Alert when issues come back
The ability to help the manager to keep track of their coaching output. Right now, it is difficult to see if the coaching is working or if the employee goes back to his old (bad) habits. RingSense could send a weekly update or an email alert when the employing is dipping with this specific skills
5 votes -
Ability to create Scorecard then attach trackers
Provide the ability to use Trackers/AI to assign scorecards to interactions based on trackers being assigned to the scorecards. In other words create a scorecard, attach specific trackers. Then when trackers are found in interactions add the relevant scorecards to the interaction
5 votes -
5 votes
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Ability to create a folder with specified/assigned user visibility
Ability to create a folder within RingSense and allow or assign specified users or teams access (i.e. folder for just managers to review.) Currently limited to share privately or completely public or individually to specific users.
5 votes -
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.
5 votes -
Matching speaking metrics on call details and PowerSkills tabs
Speaking metrics on the call details page and Coaching>PowerSkills tab should match. For example, something like:
- Agent Sentiment
- Agent Energy
- Talk-to-Listen Ratio
- Talking Speed
- Filler Words
- Interruptions
- Engaging Questions5 votes -
Actionable Insights - Did you know this about your team?
It would bring a lot of value to update the manager about the summary of Sales criteria that members of the team have. Ex: 70% of your team close the meeting well but 15% of your team has no action plan/next steps agreed on after the end of the meeting. This could give a lot of insight from the manager to the CRO level to define what the next soft skills training should be.
5 votes -
Actionable Insights - Did you know this about your business?
Customers are looking for macro trends that can help them improve their sales. Ex: Callers asking about home generators have increased by 40% in the past week in California. Ex: 60% of your sales team failed to mention your new RingCentral Events product to customers.
5 votes -
AI tracking over time to see if coaching works
When the manager gives feedback, it is important that RingSense update the manager (to save him/her time) if the coaching works but also to track if the individual falls back into his/her bad habits over time. Example: Someone uses a lot of filler words, the manager can coach on the “Hum”, “like”, “you know what I am mean”, etc.
AI sends an email on a frequency defined by the Manager and once the behavior is corrected, no more email notification unless if the AI detects the behavior has returned.5 votes -
AI feedback should adapt with the role of the speaker & the type of meeting
Many times, there are others in the meeting other than just Sales People. For example, there may be PreSales individuals in the meeting. The feedback from AI needs to take into account the type of engagement (Corporate intro/first touch, PoC, Discovery, Demo, Architecture, Legal, Negotiation, Security, Closing). Example: a SE will demo and will have a different level of interaction (more a push interaction than a conversation). There are similar qualities between sales and SE but there are some differences (technical skills, longer pitch from the SE point of view)I would love the AI to flag the fact that the…
5 votes -
RingSense: Add the ability to share the comments and feedback when externally sharing a call.
When sharing calls outside of RingSense, the information is limited to the call/video recording, summary, and transcript of the call. Would like the added functionality to share the comments and feedback from the call.
5 votes -
"Share" button not automatically enabled when UI detects email address
When attempting to share a call externally, the platform currently requires the end user to type in an email address + a comma or to press "Enter" for the Share button to appear. It would be much for intuitive for the UI to automatically recognize an email address has been added and highlight the "Share" button to send.
5 votes -
Easier Navigation to Access Coaching Information
Goal is for a Supervisor to be able to see their managers' coaching capabilities. For example, to be able to select a range of dates and click to be able to see feedback and coaching themes without having to drill too deeply.
5 votes -
Ability to drill down to detailed reporting into speaking metrics
Similar to the tracker "jump to" icon, a user should be able to click on a speaking metric and be taken to a Speaking Metrics tab on the call that displays periods in the call.
5 votes -
Ability to add only a portion of a call to a Library folder.
Many times, there is a small portion of a meeting that is an excellent example of how to sell the product. Rather than having to save an entire recording, it would be helpful to highlight just the portion that you want others to review. It would save a lot of time for people to review the key portion.
5 votes -
Admin Settings for Call Transcriptions following completed calls
Give admins the ability following a completed call to have the transcript of a completed call to be sent to the customer in different formats - pdf, or text file, or similar to voicemail, "text to voicemail." The issue is about capturing the "event" or the conversation from a "compliance" standpoint, which I suspect will be more important when RingSense for Service comes about.
5 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.
4 votes
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