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  1. Allow a RingSense license to be freed up or reassigned to another user.

    6 votes

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    0 comments  ·  RingSense  ·  Admin →
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    This is already supported by the RingCentral Billing portal.


    For any RingSense license, you can un-assign or re-assign it any time. Please see the attached screenshot.



    You can find additional details here: https://support.ringcentral.com/article-v2/Managing-licenses-in-RingCentral-account.html?brand=RingCentral&product=RingEX&language=en_US



  2. Currently, an implicit team is built when you assign a user in the system a manager. That manager's name will be the team name (John Doe's Team) and cannot be changed. Many customers would like to be able to edit this team name because they have teams that are not associated directly with that manager. Ex. John Doe is the manager of Target Hospital Denver and has an implicit team so that he can only see his Target Hospital Denver team. A regional director wants to see all hospitals teams, but doesn't want to see John Doe's name, just the…

    24 votes

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    1 comment  ·  RingSense  ·  Admin →
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  3. Add the option for admins to delete a ring sense recording, when auto recording in on for a line a rep may make a personal call or be discussing personal matters w/ company that should not be recorded

    11 votes

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    1 comment  ·  RingSense  ·  Admin →
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  4. Being able to use RingSense on call queue calls would be greatly helpful. At this point RingSense captures all non-queue calls and only a handful of queue calls, but a bulk of our inbound call handling is done through a call queue, effectively making RingSense useless for our use case.

    48 votes

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    5 comments  ·  RingSense  ·  Admin →
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  5. if scorecards can show timestamps for when the behaviors are observed.

    4 votes

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    0 comments  ·  RingSense  ·  Admin →
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    Thanks again for the suggestion! I’m pleased to let you know that we’ve added this feature—it’s now live and ready to use.  

    RingSense AI now annotates the timestamp where the certain situation was observed based on the scorecard question. This should allow you to easily jump to relative sections in the conversations while reviewing the call.


    Please find the attached screenshot which details the section where you can find the player in the AI scorecard.

  6. 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

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    0 comments  ·  RingSense  ·  Admin →
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  7. Suggestion is to customize the duration of the calls that get pulled into RingSense.
    Ex: Pulling in calls of only 5 min or more. Alternatively, to be able to specify what calls get graded based on the duration of the call. This will help remove small/diluted calls not needing to be graded.

    57 votes

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    4 comments  ·  RingSense  ·  Admin →
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    This feature is now live for all RingSense customers. As a RingSense user, you can define minimum duration rules in your duration filters. This is also available as part of your profile settings.


    Key benefits of this feature include:


    • Custom thresholds: Customers can define minimum call duration rules
    • Cleaner data: Automatically hides short calls (e.g., voicemails, misdials) below the threshold
    • Business impact: Streamlines analysis by focusing only on meaningful customer interactions


    Please take a look at the attached screenshot for instructions on setting up the minimum duration threshold on your account

  8. Yes and No are great, but sometimes, the item doesn't apply and shouldn't be considered in the agents overall score, while the rest of the card still does...

    11 votes

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    0 comments  ·  RingSense  ·  Admin →
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  9. Request to leverage RingSense for customer claim calls, however they service all of Canada.

    Quebec law requires that they serve customers in Quebec in French.

    29 votes

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    1 comment  ·  Other  ·  Admin →
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  10. Ability to transcribe calls spoken in Spanish in Spanish within the RingSense transcript with the added functionality to translate to English if managers cannot speak/read Spanish

    34 votes

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    8 comments  ·  Other  ·  Admin →
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  11. There are instances when a call may have been recorded that shouldn't have or an internal calls gets processed because a user called from an external number, etc. Admins need to be able to delete these calls to ensure privacy is maintained in the platform.

    6 votes

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    2 comments  ·  RingSense  ·  Admin →
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  12. Customers with RingSense accounts would like to Integrate and have requested API Access.

    21 votes

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    3 comments  ·  RingSense  ·  Admin →
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  13. QA On Digital Interactions

    11 votes

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    I’m excited to share that RingSense AI QM now seamlessly supports multiple digital channels automatically imported from RingCX.


    Currently, RingSense supports:

    • Instagram Direct Messaging
    • Messenger
    • Facebook
    • WhatsApp
    • Apple Messages for Business
    • SMS
    • Chat
    • Twitter
    • Google Business Messaging
    • Digital SMS
    • Engage Messaging


    We’re continuously expanding support for additional channels. To view the most up-to-date list, simply check your Manage Integrations settings (see screenshot below).

  14. Currently, the system is designed to display scorecards based on the call category.
    It would help if the system has the ability or option to show all scorecards for every call, regardless of the call category.

    2 votes

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    0 comments  ·  RingSense  ·  Admin →
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  15. 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

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    0 comments  ·  RingSense  ·  Admin →
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  16. 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 votes

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    1 comment  ·  RingSense  ·  Admin →
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  17. To increase user adoption, RingSense (for Sales) should alert the Manager when there is relevant information. For example:
    - if a manager leaves a coaching comment, a notification gets sent
    - a weekly summary to show week over week progress for the AE and his/her manager.
    - an email to remind that the manager has not reviewed any recordings for a specific period of time (for his/her team or for a specific individual).

    21 votes

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    0 comments  ·  RingSense  ·  Admin →
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  18. 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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  19. RingSense for Sales CRM Integrations need to be able to query for phone numbers from any and all phone number objects.

    For example:
    Mobile Phone
    Other Phone
    Home Phone
    Secondary Phone
    Assistant Phone

    5 votes

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    Implemented  ·  0 comments  ·  RingSense  ·  Admin →
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  20. Would love to see Pipedrive integration for RingSense AI

    1 vote

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    0 comments  ·  RingSense  ·  Admin →
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