230 results found
-
Assign Scorecards based on Team/Individual
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.
9 votesRingSense has added support to assign scorecards to specific teams; call types; duration; source etc. These filters can be used for precise targeting of a scorecard.
You can find the details in the release notes - https://support.ringcentral.com/release-notes/ringsense.html
and the support website - https://support.ringcentral.com/article-v2/Creating-and-managing-scorecards-in-RingSense.html?brand=RingCentral&product=RingSense&language=en_US
Additionally, you can see the criteria while creating a new scorecard or editing an existing one as shown in the attached screenshot
-
Ability to search by phone numbers without having to follow a specific format
Ability to search by a customer's phone number in the search bar without having to follow a specific format. Right now the search bar seems overly dependent on the number format (w/ plus sign, hyphenated, etc.)
7 votes -
Allow multi select or bulk function
In the my calls dashboard allow multiselect select feature to bulk achieve, mark as reviewed, move, tag, or link deal to selected calls.
1 vote -
Allow Custom Tags for Calls
Allow custom and searchable tags for calls.
1 vote -
Add Service Industry under organization
I would like to see specific trackers for home improvement, electric, plumbing, HVAC, etc. industries.
1 vote -
Objections
An Objections Dashboard. AI filters common categories for objections and groups then alike.
1 vote -
Matching Team Structure from Service Web
Customer suggested bringing over team structure (Manager and subordinates), roles, permissions, etc... from Service Web. All you would need to do in RingSense to select a pre-existing group to bring over.
3 votes -
Create admin setting for emailing call recording to user
Just as voicemail recordings are emailed to the user following a call, so should a call that a RingSense user finishes. The admin should have the ability to choose this setting for each user, so it's able to be for some users but not others.
7 votes -
Daily Coaching Summaries
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.
5 votes -
Transcripts Copy and Paste Friendly
Transcripts should be available in real-time. And be available for copy and pasting into CRM notes.
6 votes -
AI tracking over time to see if coaching works
When the manager gives feedback, it is important that RingSense update the manager (to save him/her time) if the coaching works but also to track if the individual falls back into his/her bad habits over time. Example: Someone uses a lot of filler words, the manager can coach on the “Hum”, “like”, “you know what I am mean”, etc.
AI sends an email on a frequency defined by the Manager and once the behavior is corrected, no more email notification unless if the AI detects the behavior has returned.8 votes -
filter
Ability to filter to only inbound calls. And also only calls over a certain time threshold such as 30 or 60 seconds.
1 voteNow we have both a "Duration" and "Call direction" filters - see them in "All Filters" on the Calls page
-
Filter by Call Queue/Voice Queue/Skill Number
Ability to filter calls by Call Queue (MVP) and Skills/Voice Queue
7 votes -
RingSense: Add the ability to share the comments and feedback when externally sharing a call.
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.
8 votes -
Ability to create Scorecard then attach trackers
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
7 votes -
Rotating through Filtered calls
Filtering calls by host and participant > Once you have one open, be able to click next or back to stay within those calls rather than having to refilter them.
Generic report with all interactions within that filter.
1 vote -
Suggest calls to a deal
Sometimes people dial in, use a different name / email, etc when joining a meeting. Currently deal linking is tied to those contacts on opportunities.
If it could also suggest calls to link to a deal based upon title, similar participants, topics discussed, embedding scores.
Have these show up faded out in the calls, with a quick action to add or remove these from the deal. (If Calls in Deals get searches it would be awesome for these to be included). Potentially notify / ask the call host, deal owner, and / or specific users to be able to confirm…
2 votes -
Easier Navigation to Access Coaching Information
Goal is for a Supervisor to be able to see their managers' coaching capabilities. For example, to be able to select a range of dates and click to be able to see feedback and coaching themes without having to drill too deeply.
7 votes -
Ability to create a folder with specified/assigned user visibility
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.
7 votes -
Show percentage of calls per agent on trackers tab heatmap
Instead of a number of calls per agent, per tracker, it would be helpful to have a percentage of calls per rep/tracker.
7 votesThanks again for the suggestion! I’m pleased to let you know that we’ve added this feature.
RingSense tracker heatmap, now expands to a rich full screen chart which provides various filtering capabilities as well as the ability to select the data point -- percentage of interactions or absolute values. Please check out this video for more details on accessing the feature.
https://www.loom.com/share/27e2de0fd72c4ee396ba7ecfb0339bff?sid=32317b83-2431-4e35-b043-4b21ae06e928
- Don't see your idea?