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10 results found

  1. RingSense: Payment/Plan Option to extend 1yr Call Retention

    The suggestion is to be able to have a payment option for customers to be able to retain the calls in RingSense for a longer period of time. Many customers need this for compliance purposes. A related request would be to be able to extend the retention based on factors like call duration, call queue and extension.

    31 votes

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    Under Review  ·  2 comments  ·  RingSense  ·  Admin →
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  2. Allow newly added trackers to be run against pre-existing recorded calls

    Ability to have newly added trackers to the system run against existing call recordings (as opposed to just call recordings moving forward).

    21 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  3. Outreach Voice Integration

    12 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  4. Add average AI generated score and rename columns on the Scorecards tab within the Coaching tab

    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)

    10 votes

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    Under Review  ·  1 comment  ·  RingSense  ·  Admin →
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  5. 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 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  6. Filter by Call Queue/Voice Queue/Skill Number

    Ability to filter calls by Call Queue (MVP) and Skills/Voice Queue

    6 votes

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    Under Review  ·  1 comment  ·  RingSense  ·  Admin →
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  7. 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.

    7 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  8. SMS as a Channel/Integration

    Ability to integrate with RingCentral MVP SMS/MMS and RingCx SMS/MMS. Would like to be able to match SMS interactions to deals and track concepts/contexts and keywords like we can with calls.

    6 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  9. 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.

    5 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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  10. Matching speaking metrics on call details and PowerSkills tabs

    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

    5 votes

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    Under Review  ·  0 comments  ·  RingSense  ·  Admin →
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