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  1. 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

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    New  ·  1 comment  ·  AI Assistant  ·  Admin →
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  2. 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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  3. 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

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    0 comments  ·  RingSense  ·  Admin →
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  4. 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

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    0 comments  ·  RingSense  ·  Admin →
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  5. 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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  6. 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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  7. 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

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    Planned  ·  0 comments  ·  RingSense  ·  Admin →
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  8. 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

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  9. 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

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    Implemented  ·  2 comments  ·  RingSense  ·  Admin →
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  10. 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

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    Implemented  ·  2 comments  ·  RingSense  ·  Admin →
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  11. 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

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  12. 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.

    7 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  13. 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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  14. 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!

    6 votes

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    New  ·  1 comment  ·  AI Assistant  ·  Admin →
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  15. 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.

    6 votes

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  16. Ability to filter calls based on the completion status of scorecards.

    6 votes

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    1 comment  ·  RingSense  ·  Admin →
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  17. 6 votes

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    0 comments  ·  Other  ·  Admin →
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  18. Request is for increased/improved documentation for RingCX/RS4S/RS4RCX,

    6 votes

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  19. Ability to integrate with RingCentral MVP SMS/MMS and RingCx SMS/MMS. Would like to be able to match SMS interactions to deals and track concepts/contexts and keywords like we can with calls.

    6 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  20. 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.

    6 votes

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    Planned  ·  0 comments  ·  RingSense  ·  Admin →
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