436 results found
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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 -
disable automatic email notifications of notes of your call
have an option to disable email notifications of notes of your call
9 votes -
Data for the current month in Coaching Insights should become readily available after a manager is assigned to the agents.
Currently, when a manager is assigned to agents in RingSense, the Coaching Insights data for the current month is not immediately visible or may take time to populate. This delay can hinder supervisors from gaining timely visibility into their team's performance and coaching opportunities, especially when organizational changes occur mid-month. Ensure that once a manager is assigned to one or more agents, Coaching Insights data for the current month becomes available immediately, without needing to wait for the next data refresh cycle or month-end.
9 votes -
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 -
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
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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Comments: Notification, Tallying and Coaching Insights
Currently we can see the # of Feedback, # of Scorecard and # of Calls listened to. But from an auditing and coaching point of view we aren't seeing a tally of # of Comments provided.
Yes this is mainly a management based platform but the comments let us know that the coached isn't just accepting the AI/manual feedback and scores, with no rebuttal or agreement.
Being able to see that Agent A received X amount of feed back, on X amount of calls and then provided X amount of comments would expand the Coaching Insights into a more comprehensive…
8 votes -
call forwarding to ai receptionist extension
give the ability to program calls that reach a call queue max ring time to forward directly to an ai receptionist extension
8 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.
8 votes -
mask sensitive info from transcript and ai notes
I've discussed this at length with multiple support reps and I've confirmed that when you set up call masking in RingSense, that it only masks the audio recording, and does not mask the transcripts and AI summaries.
This is a major security concern as sensitive customer information such as credit cards needs to be masked from everything, not just the audio. For compliance with PCI DSS, the call masking logic needs to be changed so that transcripts and AI summaries are masked as well as the audio recordings. This is a HUGE security and legal issue.
8 votes -
Remove RingSense from agent view
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.
8 votes -
To have the ability or option to transcribe an existing call Recording
We would like to have the ability to transcribe an existing recording. In case the notes or transcript were turned off during a live call, we can still have the option to transcribe a recording.
8 votes -
Scorecard Additional Option
When using a scorecard with "YES" or "NO" answer options, have an N/A option or a way to unclick what AI selected.
8 votesThanks again for the suggestion! I’m pleased to let you know that we’ve added this feature—it’s now live and ready to use.
You can now select N/A as an option for any scorecard response. Please find the screenshot for additional details.
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