122 results found
-
edit transcripts
Ability to edit the transcript where the AI has 'misheard' the agent and then show when the edit has been made and by who, along with the ability to see the original transcript text
26 votes -
Enable Custom Field Mapping for RingSense–Zoho Integration
Currently, RingSense call details for the RingSense–Zoho integration are only visible within the description field. Advanced call logging information appears solely in the body/description section of the Zoho call record.
We request the ability to use custom field mapping within Zoho—similar to what is available in Zapier—so users can configure and map specific RingSense call details to the appropriate Zoho fields. This would provide greater flexibility, improve data structure, and enhance reporting capabilities.
4 votes -
Ringsense Call scoring
It appears that the issue with scorecards where you can now change a score to Yes/No/NA is fixed which is great. From there, we can just edit and submit which then shows that we monitored the call. However, if a call was scored without making any changes on the scorecard (because the AI score is already accurate) it does not notify/ show that we already monitored the call.
Plus, it would be helpful if there's a Scorecard reporting that shows agent monitored/scorecard used/scorecard score/date/and a call identifier.
5 votes -
Coaching Insights - Main Screen
For Coaching Insights, it would be helpful if the filter settings could be saved. It’s frustrating to review insights for one agent, return to the main screen, and have to reapply the filters and locate the previous page each time. Additionally, when I select to display 100 agents, that setting doesn’t persist once I click into another agent’s profile.
3 votes -
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…
10 votes -
RingSense - Change Audio settings
The Ability to change the Audio settings or the playback audio channel from Monolog to stereo etc,
6 votes -
Scorecard with templated script options to provide answers
The ability to implement one or more scripts as answers to questions in Scorecards.
For example, currently, there could be a question like "Did the agent greet the caller in a friendly manner?" "Yes/No", we would have an AI-generated answer of perhaps "Yes".
But if a customer has a specific script to say as the welcome message, for example "Thank you for calling XYZ, you've reached the Customer Services team, how can I help?", it could be selected in the Scorecard as the correct statement or phrase in order to achieve a "Yes".
The same could be applied for things…
8 votes -
Improve Name Recognition for Global Clients
Requesting a feature that lets admins upload or manage a list of client and company names in multiple languages (e.g., English, Spanish, Portuguese, French, German, etc.) so RingSense and RingCX can recognize them correctly in AI transcripts and summaries.
This would help:
Prevent AI from mishearing or misspelling client and company names.
Keep names consistent across all AI notes and summaries.
Support multilingual teams working with global customers.
Make transcripts and summaries more accurate and professional.
Example Use Case:
When an agent mentions “Crédit Agricole” or “Banco do Brasil,” the system identifies them correctly instead of showing a wrong or…2 votes -
coaching insights for super admins
Wants a coaching insights for super admins to show on the ringsense portal
5 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.
9 votes -
The ability to export call records along with any comments or feedback added by either admins or agents.
We’d like the ability to export calls that have user-added comments or feedback in RingSense, specifically for individual agents. This would help us retain records for coaching and performance follow-ups.
2 votes -
search for frequently asked questions
Search for frequently asked question from customers in RingSense calls.
4 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…
9 votes -
Limit Manager Access to Interactions in RingSense
Feature Request: Limit Manager Access to Interactions in RingSense
We wish there was a way to limit managers’ access to interactions in RingSense.For example, a manager should only be able to view the interactions of users who are directly assigned to them as their manager. They should not have access to interactions from other teams or users outside their scope.
Currently, even if we:
Customize roles
Create a dedicated team for the manager
…the manager can still view all interactions across other teams in the RingSense dashboard.
Benefit of Having This Feature
Enhanced Data Privacy & Security: Ensures sensitive…6 votes -
When reviewing calls, it would be great to see hold time vs talk time differently. Currently, it does not differ.
With our previous phone provider, from the bar of the actual call, it would gray out the hold time and show live talk time as blue. Currently, it all shows as blue. You have to listen to the call all the way through before you know when the hold ends.
1 vote -
1 vote
-
Sync Salesforce Call Disposition Values to RingSense
Customers would like RingSense to automatically receive and display call disposition values recorded in Salesforce. Currently, Salesforce Task Type (and other disposition-related fields) cannot be pushed into RingSense, requiring users to manually enter dispositions separately within RingSense. This creates duplicate work and increases the risk of inconsistent or incomplete disposition data.
1 vote -
Enhanced Text Formatting in Comment Fields
It would be really helpful to have basic formatting options when leaving feedback in RingSense, such as the ability to bold, italicize, or underline key points, as well as add line breaks or bullet points.
Right now, all feedback gets lumped into one block of text, which can make it harder for agents to follow or prioritize what’s most important. Even simple formatting tools (like Markdown or a basic WYSIWYG editor) would go a long way in improving clarity and coachability.
1 vote -
RingSense x RingCentral call analytics
It would be great if you integrated RingCentral analytics into RingSense dashboard, in order to pair the data for inbound / outbound calls. That we can create reports with call grading and the initial call data.
1 vote -
In RingSense, let your customer choose call types from other industries in the organization settings
RingSense currently requires organizations to select a single industry, which auto-assigns predefined Call Types. This creates limitations for companies whose operating model spans multiple industries and functions. As a REIT, our business includes real estate (leasing), property management, home services, customer care, and accounts receivable/collections, all supported by cross-trained associates. Because of this, no single industry preset fits our operation.
We need the ability to fully customize Call Types independent of industry selection and have those Call Types follow the associate or skill profile, not remain tied only to the industry or queue.
1 vote
- Don't see your idea?