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296 results found

  1. Not all my calls are being summarized, just the ones I've triggered during a computer app call, not on tablet or phone apps can I take the recording and get it ai summarized?

    7 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  2. 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…

    7 votes
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  3. When using a scorecard with "YES" or "NO" answer options, have an N/A option or a way to unclick what AI selected.

    7 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  4. Ability to obtain share link for external parties without having to enter an email address.
    They would like to get a copy of the link so they can send a more personalized follow up email and response with the recoding link from RingSense for the meeting.

    7 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  5. Right now, when the customers transfer the call to another user, the smart notes are still showing as the person who transferred the call and the recipient. Please fix it so that smart notes will reflect the parties who are having the conversation.

    7 votes
    New  ·  1 comment  ·  AI Assistant  ·  Admin →
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  6. 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

    7 votes
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  7. Ability to export reports such as trackers, and scorecard data into csv files.

    This can be used to measure improvement over time for specific teams or individuals, correlate data with external measures, and provide better reporting insights that can impact revenue using the tool.

    7 votes
    0 comments  ·  RingSense  ·  Admin →
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  8. The ability to create negative trackers and receive alerts when they are triggered would be a valuable feature. For instance, if a tracker for negative customer sentiment is triggered, it can automatically notify the manager.

    7 votes
    0 comments  ·  RingSense  ·  Admin →
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  9. 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

    7 votes
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  10. Currently when filling out scorecards, you can only apply all the scorecards to all the calls, then scroll through which ones you do/don't want to grade. Ideally, being able to create a scorecard and assign it (just like you would a role in the admin portal) to a team/individual would make it smoother and a better experience for managers.

    7 votes
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  11. Instead of a number of calls per agent, per tracker, it would be helpful to have a percentage of calls per rep/tracker.

    7 votes
    Planned  ·  0 comments  ·  RingSense  ·  Admin →
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  12. 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.

    7 votes
    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  13. Request is for the ability to assign multiple reporting managers to multiple members/teams across the board. Stated in another way, the goal is for RingSense to support multiple managers per agent within the RingSense hierarchy. This could be especially helpful for BPOs, which often have agents working for more than one client, so in addition to supporting multiple managers per agent, there needs to be a way to support managers from different clients looking at the same agent but only focusing on the respective manager’s aligned business' calls.

    7 votes
    Implemented  ·  2 comments  ·  RingSense  ·  Admin →
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  14. Ability to search by a customer's phone number in the search bar without having to follow a specific format. Right now the search bar seems overly dependent on the number format (w/ plus sign, hyphenated, etc.)

    7 votes
    Implemented  ·  2 comments  ·  RingSense  ·  Admin →
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  15. Just as voicemail recordings are emailed to the user following a call, so should a call that a RingSense user finishes. The admin should have the ability to choose this setting for each user, so it's able to be for some users but not others.

    7 votes
    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  16. Have one continuous recording of a call regardless of how many times the call is transferred from physical devise to soft-phone or even from EX to CX (and vice versa). If not possible an option to allow call linking as coming in and out of calls means that you loose the original call and the full thread.

    With the ability to have one call recording, this would link into one CSAT score, as currently any agents on CX, one of their main task is to route calls to the correct department on EX and the highest score they can achieve…

    6 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  17. 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

    6 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  18. 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.

    6 votes
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  19. Ability to filter calls based on the completion status of scorecards.

    6 votes
    1 comment  ·  RingSense  ·  Admin →
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  20. 6 votes
    0 comments  ·  Other  ·  Admin →
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