258 results found
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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 -
coaching insights for management
I have been informed that "AI insights will be produced only for those users where no one is reporting to them” This seems redundant for those of us with internal management hierarchies.
Being in a management role but still making and taking calls shouldn't preclude them from coaching insights, despite them having their own team to coach.
They should be able to lead by example and if we cannot see an overview of their calls, we cannot review where managers may be falling short.Please review this as training and enhancement advise should be available to all users on RingSense.
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 -
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 -
RingSense ScoreCard Template
We would like to request the addition of a feature that allows users to upload a template for RingSense Scorecard questionnaires.
Currently, each time we need to create a new set of scorecard questions, we have to input them manually one by one. This process is not only time-consuming but also inefficient, especially when dealing with larger or multiple sets of questionnaires.
Having the ability to upload a pre-formatted template—such as a CSV or Excel file—would significantly streamline the process, reduce manual entry errors, and improve overall user experience.
We hope you will consider adding this functionality as part of…
2 votes -
Scoring
It would be appreciated if the score for calls did not need a human to review the call to complete the scoring. Most of our calls have only a partial score and require a person to go in and review the call to add the score for those sections. This creates more work for the people involved rather than simplifying by having the AI score the whole call and allowing us to focus on where the AI has identified the need for improvement.
1 vote -
Language
Currently we have configured English and Spanish languages in RingSense Organization settings, but we want support for the following languages, 1. Hindi 2. Gujarati 3. Russian 4. Polish 5. Arabic 6. Creole
Please look into it and try to add support for the requested languages, it will be helpful for our business needs.
1 vote -
The title of the uploaded calls in RingSense should sync with the RingCentral contacts list.
The title of the uploaded calls in RingSense should be synchronized with the RC Contact list. It should display the contact name instead of just showing the phone number when calls are uploaded, similar to the Call Logs, where the saved contact name from the Personal Contact List is displayed rather than just the phone number.
24 votesThanks for your feedback, we've now added this feature as part of our upcoming roadmap.
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Notifications for Specific trackers
There needs to be a notification option for when a specific tracker is triggered in a call. This would allow us to use our customized trackers and catch potentially missed sales opportunities by creating the ability to immediately follow up.
6 votesI'm pleased to announce that this feature is now live on your account. You can use RingSense to create a saved view (which is just a selection of filters of interest, eg: trackers). Please find additional details here - https://support.ringcentral.com/article-v2/Searching-for-calls.html?brand=RingCentral&product=RingSense&language=en_US
Along with this we also recently launched a feature to enable immediate notifications for any saved view. This will allow you to get immediately notified when the alert criteria is met.
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Automatically Sync SMS and voicemail to RingSense and Integrated CRM
It would be more productive if the SMS and voicemails received in RingSense should also show on the customer integrated CRM.
1 vote -
RingSense Task to set to closed automatically
I recently upgraded our RingCentral for Salesforce package and now our reps are noticing when a RingCentral task is generated in Salesforce, the status of that task is automatically set to "Open". This heavily skews their view of incomplete tasks. Is there a way to automatically "Close" these tasks? For example, whenever an inbound call comes in, RingCentral creates a task (which is correct), but it leaves it "Open". We need it to be "Closed"
2 votes -
Advanced People/Team view in RingSense
Currently the people view is limited, some additions:
1. An advanced view with additional columns
2. Ability to export the lists
3. Ability to edit users in bulk
- Should be able to assign role, manager, etc to multiple users.. currently have to drill into each user and assign manager or role individually
4. Team setup is not intuitive and editing is limited even with full admin
- Added a Director as an additional manager on the users they oversee, while those users have a different direct manager. The set up of additional manager created 2 different teams under that…4 votes -
create a limited feature license that only features SOME of the modules, without spending so much on a standard license
Create a more limited license to access certain "modules" of the product.
For my use case, I don't need all the features available. I need to be able to easily search for calls, but not all of the analytics and monitoring that is available across the platform.
1 vote -
ability to delete interactions in bulk
It would be more convenient for the customer if they would have an option to delete the interaction in bulk if in case they wanted to delete more than 1 interaction
1 vote -
Calls processed in RingSense should display the Contact Name.
When integrated with Salesforce, calls processed in Ringsense should display the Contact Name rather than the Account Name in the Title.
12 votesThank you so much for your valuable feedback.
We've now implemented various advanced settings for Salesforce configuration.
Advanced configuration settings for Salesforce include:
- Enhanced call title formatting options - choose from Account, Lead, Contact, Opportunity (this feature request)
- Choose priority list in case there are multiple matching records for the same phone number/email
- Choose the behavior in case no matching record is found in CRM
Please follow the instructions in the screenshot to update the relevant settings.
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Ability to remove/delete implicit teams within RIngSense
Customers would like the ability to remove an implicit team if that manager role no longer applies to that user. Right now, you can remove all the team members from that manager's team, but the team remains with one member ... which is that manager. The only workaround is to unassign that user's license in the admin portal. The team (along with the user) in RingSense will then be removed. You can then reassign the user and pick a role for them in RingSense.
10 votes -
RingSense to Microsoft Dynamicxs 365 - Task to be and open task instead o automatically completed
Once RingSense processes everything in the background, the information appears in Dynamics as a task within the contact record. While the task can be viewed, it is not editable.
The customer would like to change the "Regarding" field of these tasks—linking them to an opportunity, Help Exchange, or other entities instead of defaulting to the contact. However, when the task appears in Dynamics, it is already marked as Completed, which prevents any modifications.
2 votes
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