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RingSense & AI

RingSense & AI

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  1. 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)

    4 votes

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  2. 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.

    4 votes

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  3. 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.

    4 votes

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  4. Ability to filter calls by Call Queue (MVP) and Skills/Voice Queue

    4 votes

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  5. 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.

    4 votes

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  6. Some customers are using RingSense to capture call transcriptions of calls. The RingSense transcript download file (PDF) is formatted beautifully, however it is very inefficient from a document space management standpoint. with calls between 60 and 90 minutes, call transcript downloads are close to 50-60 pages in the PDF.

    4 votes

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  7. Customer suggested bringing over team structure (Manager and subordinates), roles, permissions, etc... from Service Web. All you would need to do in RingSense to select a pre-existing group to bring over.

    3 votes

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  8. Customer Feedback from a RS demo ---

    (RingSense) needs an "ask me anything" chat-like feature for post-call action items
    - ex: can ask ringsense "what closing questions could I have asked to win that deal?", "write me a follow-up email with next steps and a recap"

    3 votes

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  9. 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.

    3 votes

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  10. 3 votes

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  11. 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.

    3 votes

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  12. Users would find it useful to have the option to state that both A AND B filters need to be present for a recorded call to appear.
    Currently users only have the option for either A OR B in terms of filtering on calls.

    3 votes

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  13. Customer would like to have call recording option for call parking

    3 votes

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    0 comments  ·  Other  ·  Admin →
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  14. Admin rules for what gets imported selectable by filters. For example:

    • Calls >x so that short calls are not pulled in
    • Call record shows multitrack meaning two people spoke
    • Do not pull in by ANI or DNIS

    These rules would eliminate test calls or calls that have no recorded value.

    3 votes

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  15. Provide QM Reporting on RS4RCX that provides details of incoming Interactions, compiled with API Data from RingCX on Abandoned Calls and marry the abandoned with Sentiment and the number of available agents in the timeline.

    Useful information to have in the report based on Hourly (with a date/range selected), daily, weekly and monthly. 
    The number of interactions could show peaks and valleys, when abandoned interactions occurred, what the average sentiment was of the handled interactions at the time, average wait time, average handle time, number of agents logged in, number of agents available, number of agents busy and number of…

    3 votes

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  16. 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.

    3 votes

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  17. Add a voice/phone integration with Five9 to allow RingSense to pull in phone call recordings.

    3 votes

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  18. Transcripts should be available in real-time. And be available for copy and pasting into CRM notes.

    3 votes

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  19. When sharing a RingSense recording externally, the view should allow the customer to see the video recording, search the transcript, and view AI summary all from a single view.

    Today, when sharing a RingSense recording via email to an external guest, the public view is lacking (see screenshot). The customer can only see either the video recording or the transcript from the same screen but not both. The customer cannot search the transcript while watching the video. There is a lot of wasted whitespace.

    The layout for public sharing should be modeled after a RCV video recording layout (screenshot attached)…

    2 votes

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  20. Request is to send the AI transcript notes to HubSpot with integration or via a Zapier connector

    2 votes

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