234 results found
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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
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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 -
search interactions by the interactions code that prints on the scorecard report csv
I would like to be able to search interactions by utilizing the interactions ID code that prints from the score card report csv column A. This will allow managers to quickly identify and access the calls.
1 vote -
Bulk/Mass delete "Interactions" in RingSense
Would be better if there's an option to have an option to multiple delete recordings in interactions tab in Ring Sense.
1 vote -
Insider threat detection using AI by Data-Mining call transcripts
I am from the security operations team.
I worked on several incidents related to social engineering that originated from calls. Plus, people are giving away sensitive info to untrusted callers.I think we need a security feature that data mines such transcripts and senses the context to see if they include confidential info or info that sounds like a scam. Then generate an alert for the security and IT team. This would help prevent many social engineering attempts, which initially start with failure and then end up being successful. This can be a useful feature to generate revenue as it…
1 vote -
SMS view needs sticky DID filter option
Within ring central app, SMSs are all grouped together regardless of how many SMS enabled phone numbers are enabled and have received texts. The SMS view needs a top drop down that allows the user to select a DID and there by view only SMSs sent to from that DID. The all together view currently does not allow this and it requires a deep level of clicks to find which DID the conversation is established with. Also having a sticky DID filter drop down avoids accidentally sending Texts from an incorrect DID.
By sticky, the DID selection should persist between…
1 vote -
Ability to use RingSense on Queue Calls
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 votesSee "Call Queue" filter in "All filters" on the Calls page.
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Calls routed to voicemail should be saved in interactions
customer would like to have all calls that was routed to voicemail to still show in their RingSense Interaction
2 votes -
Comprehensive Data Download from RingSense
The ability to download all data from RingSense, including call logs, call recordings, and transcriptions for all users.
Proposed Features:
Download Format: Allow users to choose between various formats (e.g., CSV, JSON, XML) to accommodate different data analysis tools.
Filtering and Sorting: Implement options to filter data by date range, user, call type, or other relevant criteria.
Data Security: Ensure that downloaded data is encrypted and protected to maintain confidentiality.
Batch Download: Provide the ability to download large datasets efficiently, potentially using a background task or scheduled download.Additional Considerations:
Data Volume: Establish guidelines or limitations on the amount of…
21 votes -
Report from Trackers
I would like to create a PDF with the graphics from the Trackers not just a CSV.
2 votes -
Template Tab with Pre-Configured Questionnaire
Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0
How This Differs From Existing Trackers, Q&As, and Other RingSense Features
While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
Trackers are keyword or phrase-based detections that flag when specific terms…5 votes -
Feature Request: RingSense report downloads/exports do not always include corresponding columns to the set filters.
All RingSense exported reports should include columns with filter titles and filtered results. Currently filtered settings do not always correspond in the exports, or are missing entirely. The export detail should match and identify what filters were set prior to exporting the report. i.e. if Sentiment has been filtered to include only negative sentiment, a column titled sentiment with the individual call detail results including negative in that column. should be included. Exports missing filters and filter results descriptions are difficult to share with other stakeholders since they do not include the set parameters of the filter choices. see case…
1 vote -
RingSense AI Review Scorecard enchancement
Requesting additional features and improvements for the RingSense AI Scorecard Review tool to enhance usability, accuracy, and workflow efficiency for both supervisors and agents.
These enhancements will improve the efficiency of QA processes, provide clearer insights into AI scoring, and strengthen collaboration between supervisors and agents, resulting in better coaching outcomes and agent performance tracking.
1 vote -
Coaching tab
I can see a total of Agents whose feedback was shared with them and a total of the agents who reviewed it. However, a report that shows (Agent name) which agent viewed it and which ones did not would be most helpful compared to aggregate totals.
1 vote
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