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RingSense & AI

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17 results found

  1. This is for RingSense for RingEX, RingCX and Sales...

    Today, RingSense allows for the redaction of US data points:
    - Credit Card, Email Address, IBAN Code, Phone number, US Bank Number, US Drivers License, US ITIN, US Passport, US Social Security number.

    For the UK Market, for all deployments, we are going to need as a basic:
    - National Insurance number
    - NHS Number
    - UK Passport
    - UK Drivers License
    - UK + International Bank Number
    - UK Postcodes
    - Others (Maybe doing a custom redaction leveraging regular expressions)

    20 votes

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  2. Today RS4RCX is an outstanding companion to RingCX, analyzed conversation is truly incredible. Having a secure repository for RCX conversations is something we have come to rely on. Today however recordings in RS4RCX are only tied to agents licensed in RCX.

    Missing are those conversations that did not have an agent tied to the segment. It is highly desirable to pull, analyze and store calls in RCX IVR including voice mails, cloud profiles, track numbers and voice surveys.

    Being able to audit voice mails that were left is an easy and daily example of how RS4RCX supervisors can use the…

    17 votes

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  3. The suggestion is to be able to have a payment option for customers to be able to retain the calls in RingSense for a longer period of time. Many customers need this for compliance purposes.

    15 votes

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  4. Ability to have newly added trackers to the system run against existing call recordings (as opposed to just call recordings moving forward).

    12 votes

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  5. 12 votes

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  6. The suggestion is for a free admin license to make general changes to the RingSense environment without needing to digest or grade data. The idea is to have a support role to help sales orgs get set up and going.

    10 votes

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  7. 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.

    5 votes

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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.

    5 votes

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  9. Ability to create a folder within RingSense and allow or assign specified users or teams access (i.e. folder for just managers to review.) Currently limited to share privately or completely public or individually to specific users.

    4 votes

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  10. Add an icon, similar to the copy-and-paste layout for call summary, to easily copy-and-paste the call transcript.

    4 votes

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  11. On the calls tab, when selecting the call details for a specific call and then moving back, the platform should preserve the location/page/filters, etc. that the user was previously on. Currently it saves applied filters but reverts the user to the top of the first page of calls.

    4 votes

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    • 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.
    4 votes

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  12. Speaking metrics on the call details page and Coaching>PowerSkills tab should match. For example, something like:
    - Agent Sentiment
    - Agent Energy
    - Talk-to-Listen Ratio
    - Talking Speed
    - Filler Words
    - Interruptions
    - Engaging Questions

    4 votes

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  13. Instead of a number of calls per agent, per tracker, it would be helpful to have a percentage of calls per rep/tracker.

    4 votes

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

    4 votes

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  15. 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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  16. Currently the Company Numbers report in the analytics portal does not display a column for the phone number Label in the report output displayed in the portal (bottom portion that shows KPIs by individual phone number). It only displays a column showing the actual company phone number (e.g. +13125555555). The only way to see the label of the phone number in the report is if a user downloads the PDF or Excel file.

    6 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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