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30 results found

  1. ability to skip to main part of the call by utilizing the call transcripts

    Every time I use the transcript and go to FastForward to the part I need to listen in on, it does not allow me to do so and makes me start over. For calls that are hours long, I don't want to listen to the whole conversation. I need to be able to go to key points.

    2 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  2. Edit AI Metric Scores

    There is already an idea in for RingSense for Sales, but this is critical for RingCX as well. If a supervisor disagrees on something like negative sentiment, they should be able to modify.

    In addition, it would be nice to modify the thresholds of metrics like talk-to-listen ratio and what counts as a "negative" ratio.

    Link to other idea for RS4S: https://ideas.ringcentral.com/forums/958502-ringsense-ai/suggestions/48113318-the-ability-to-change-the-ai-score

    7 votes
    0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  3. Chinese Language Support

    Support for Chinese via transcription and translation in RingSense.

    3 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  4. "IVR Callback Option with Automated Contact Information Delivery"

    *The customer has an idea : Is it possible to set up an IVR where their customers have the option to press 1 for a callback and receive a link to chat? Alternatively, can the system automatically send their information for contact purposes?"

    3 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  5. AI automatic notification for marketing

    customer would like to have AI feature for automatic text message or email for marketing purposes whenever they receive calls from their customer

    3 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  6. RingSense Multi Call Playback Window (Cradle to Grave Playback)

    Using the RingEX Universal Unique ID UUI on the call, RS4RCX can pick up that multiple agents handled a single caller (noted by UUI). Highlight when a call is part of a segment and offer the RingSense User with permissions to play in a single view the call from the perspective of the Call being the focus. Versus now I play a call segment by agent and may not know the call was transferred to another agent etc.

    2 votes
    New  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  7. Improve/Increase documentation

    Request is for increased/improved documentation for RingCX/RS4S/RS4RCX,

    6 votes
    0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  8. Recording Import Rules for RingSense for RingCX

    Admin rules for what gets imported selectable by filters. For example:

    • Calls >x so that short calls are not pulled in
    • Call record shows multitrack meaning two people spoke
    • Do not pull in by ANI or DNIS

    These rules would eliminate test calls or calls that have no recorded value.

    5 votes
    Needs More Information  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  9. RingCX custom notification sound option enhancements

    The request is to be able to have different notification sounds (chat vs email channels) and be able to adjust the volume for notifications.

    3 votes
    Needs More Information  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
    How important is this to you?

  10. Ability to add order of priority when multiple scorecards exist

    Add ability to set order of Scorecard when more than one exists. Currently, it's the first scorecard created

    4 votes
    Future Consideration  ·  0 comments  ·  RingSense AI for RingCX  ·  Admin →
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