386 results found
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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 -
9 votes
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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 -
Email AI Receptionist Call History Summary After Each Call
Description:
Add an option for the AI receptionist to automatically email a detailed summary of each call once the call ends.Details:
The email should be sent immediately after the call concludes.
The content and layout of the email should match exactly what is displayed when clicking on the call in the AI receptionist’s call history interface.
Include all available details, such as:
Caller name
Phone number
Date and time of the call
Duration
Call status (answered, missed, transferred, etc.)
Department or person transferred to (if applicable)
Full conversation transcript
Any assigned tags or notes
Caller location and caller ID…
8 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!
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 votes -
Remove Profanity Censoring
The RingSense transcriptions have profanity censored out. It would be helpful for us to have the ability to have an option for how the transcripts are censored. The context of profanity within a call is very important for us as a law office to have the most accurate transcripts possible.
8 votes -
Export Details/Data
I would like to be able to export the scorecard details, please see below for reference. Thank you!
8 votes -
Negative Tracker Alert
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.
8 votesOnce you configured a view by setting one or more filters to capture your criteria for calls of interest, you can configure daily, weekly or monthly notifications to get notified when new calls match your criteria.
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AI tracking over time to see if coaching works
When the manager gives feedback, it is important that RingSense update the manager (to save him/her time) if the coaching works but also to track if the individual falls back into his/her bad habits over time. Example: Someone uses a lot of filler words, the manager can coach on the “Hum”, “like”, “you know what I am mean”, etc.
AI sends an email on a frequency defined by the Manager and once the behavior is corrected, no more email notification unless if the AI detects the behavior has returned.8 votes -
RingSense: Add the ability to share the comments and feedback when externally sharing a call.
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.
8 votes -
Ability to assign multiple reporting managers to a member/team
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.
8 votes -
Admin Settings for Call Transcriptions following completed calls
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.
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.
7 votes -
call recording and csat scores
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…
7 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.
7 votes -
i'm looking for ai summaries on past calls. I have recording and AI turned on for all calls
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
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