501 results found
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Ability to remove/delete implicit teams within RIngSense
Customers would like the ability to remove an implicit team if that manager role no longer applies to that user. Right now, you can remove all the team members from that manager's team, but the team remains with one member ... which is that manager. The only workaround is to unassign that user's license in the admin portal. The team (along with the user) in RingSense will then be removed. You can then reassign the user and pick a role for them in RingSense.
10 votes -
Edit AI Metric Scores
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
10 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.
10 votesLook for "Scorecard completed" filter in "All Filters" on the Calls page
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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 -
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 -
Integration with Zendesk
CRM Integration with Zendesk. This will be key for both RingSense for Sales and RingSense for RingCx. Zendesk is currently 1/2 CRM integrations we have for RingCx. Very popular integration for MVP and CC accounts.
10 votes -
Add a "feature request" and "report an issue" button in RingSense
The suggestion is to add an easily accessible button for customers to submit feature ideas and report issues in the native platform.
10 votes -
RingSense Auto & Manual Redaction
In Conjunction with the Auto Redaction, Offer a new Role/Permission for Manual Redaction allowing an authorized user to redact via audio timeline and or the transcript that places the traditional marker line over the audio/text section. When redacted all corresponding data will be updated with the marker hiding the text/audio.
Playback will keep the original timeline and simply play dead air over the redacted portions. Transcribed/text data will be redacted in the traditional "Classified" style,
Download of audio or transcript retains redactions.
Redactions can be removed by a user with a proper Role/Permissions to "Remove Redactions". There should be an…
10 votes -
RingSense: Anonymize some of the call/meetings recorded to be shared as a training
RingSense for Sales can be used to show to new employees what could be a great example to follow or showing what not to do. It would be beneficial to anonymize the interaction shared with the entire teams (when stored in the library folder).
At least scrapping the employee names (optional) (ideally cover their videos too). Please consider to disable it through API.10 votes -
Manager Access to Automatic Call Notes (AI Transcript) for Other Users
Currently, managers can access Call Monitoring and Call Recordings for their team members. However, there is no option for managers to view AI-generated call transcripts for other users.
It would be highly beneficial for managers to have this access for quality assurance, coaching, and compliance purposes. This feature would align well with existing monitoring permissions and improve managerial oversight.
9 votes -
Auto-email AI Assistant phone call transcripts to RingCentral User
Our team would like a feature to set AI-generated phone call transcripts to automatically be emailed to the RingCentral user, instead of needing to manually send the transcript for each phone call.
9 votes -
Instant Notifications added to views
The ability to get daily, weekly, and monthly notifications are great for the various views. It would be critical for some businesses to get instant notifications for calls hitting certain criteria.
9 votesThank you for your valuable feedback. We've now added this idea as part of our upcoming quarterly roadmap.
We will send an update once the feature will be live on your account
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Allow non-Admins to disable the AI Assistant feature on their individual extesnions/profile
Another change was made last week where now a ‘note’ section takes up most of the screen. Even after closing out of the note option, every time the phone is answered, it opens again.
Please advise how to de-activate these changes on the user end. Thank you!
9 votes -
Make voice mail length adjustable
The length of voicemail messages was recently changed, and now we must handle very long messages (10 minutes or more). This needs to be addressed ASAP!
9 votes -
Export Details/Data
I would like to be able to export the scorecard details, please see below for reference. Thank you!
9 votes -
ring ex verbal prompt or whisper - option to turn off
Ability to have the option to remove the verbal prompt or whisper when it records and transcribes the phone calls. In New York, the law does not require that both people on the call have to be aware that it is being recorded. I don't want them to hear the whisper as it might make them feel uncomfortable.
I would also like the option to use this function on my physical desk phone, if possible.
9 votes -
export
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.
9 votes -
Ability for managers to select which user scorecard is for
If there are multiple reps on a call, the managers who have access to the call should have a drop-down on the scorecards to choose which rep they are grading on the scorecard. The current limitation only allows managers/admin to grade the host of the call. In several cases, the host of the call is not speaking the most.
9 votes -
Ability to filter calls that do not match a specific tracker
As an example, an organization needs for the receptionist to say "xyz" during each call. Would like to be able to filter on calls where that does not take place (i.e. calls that do not have that tracker).
9 votesUse the "Trackers" filter to choose some trackers and then select the "none of" option in order to implement this negative logic.
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Assign managers to agents in bulk
We would like to have an option to assign agents to managers in bulk. Currently, we have to go to each agent and assign multiple managers manually. We would like to suggest having an option to select all managers in the list for a much quicker process.
8 votesThanks so much for sharing this suggestion! I’m happy to let you know that we’ve added it to our product roadmap for the upcoming quarter. We’ll update this thread and let you know here as soon as it’s live for our customers.
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