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RingSense & AI

RingSense & AI

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86 results found

  1. 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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  2. 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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  3. 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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  4. 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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  5. 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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  6. Ability to filter calls by Call Queue (MVP) and Skills/Voice Queue

    4 votes

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  7. 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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  8. 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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  9. It would be great to provide a daily summary to an agent with a cumulative set of AI feedback, composite score and ranges on sentiment, patience, engaging questions, etc.

    2 votes

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  10. Many requests come in to have a combination of RingSense for RingCX and RingSense for Sales on the same RCO platform.

    2 votes

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  11. 4 votes

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

    3 votes

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  13. Provide the ability to use Trackers/AI to assign scorecards to interactions based on trackers being assigned to the scorecards. In other words create a scorecard, attach specific trackers. Then when trackers are found in interactions add the relevant scorecards to the interaction

    3 votes

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  14. Scoring Insights by the AI Coach is nice because it helps with providing coaching insights to the agent but it would be much nicer if we can have the option for the AI to score the calls based on the parameters that we set up for it to look for certain key words and phrases. That way we can weed out calls that did not flag on our radar for our key words and phrases. Also, it would be helpful if there an option to enable AI to grade calls based on our Scorecards.

    1 vote

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  15. Customers with RingSense will have the option to access it through their RingCentral Web/Desktop applications to easily manage the service instead of having to login separately.

    2 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. Highlight the calls the you have open or that you have reviewed in the Team or All Calls page.

    2 votes

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  18. Goal is to have integration with Genesys contact center to analyze calls. https://www.genesys.com/

    2 votes

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  19. Idea is to integration RingSense and RingCX with Google BigQuery.

    2 votes

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