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5 results found

  1. RingSense QM Report - Interaction Arrival AI Analytics

    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…

    15 votes

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    Needs More Information  ·  5 comments  ·  RingSense AI for RingCX  ·  Admin →
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  2. 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.

    6 votes

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    Needs More Information  ·  1 comment  ·  RingSense  ·  Admin →
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  3. Recording Import Rules for RingSense for RingCX

    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.

    5 votes

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    Needs More Information  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  4. RingCX custom notification sound option enhancements

    The request is to be able to have different notification sounds (chat vs email channels) and be able to adjust the volume for notifications.

    3 votes

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    Needs More Information  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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  5. RingSense: More insight for Manager - Coaching progress per employee & Alert when issues come back

    The ability to help the manager to keep track of their coaching output. Right now, it is difficult to see if the coaching is working or if the employee goes back to his old (bad) habits. RingSense could send a weekly update or an email alert when the employing is dipping with this specific skills

    5 votes

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    Needs More Information  ·  0 comments  ·  RingSense  ·  Admin →
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