41 results found
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Integrate/Include Email as a Supported Digital Channel in RingSense for CX
Email is a fundamental RingCX digital channel type for customer interactions on RingCX.
We propose that Email be implemented and included as a fully supported digital channel for analysis within RingSense for CX.
This is an essential addition for two key reasons:
It enables truly comprehensive customer journey analysis, providing a complete picture across all digital interactions from clients being handled by agents on RingCX.
It allows customers to fully realise the value of RingSense for CX by incorporating this critical dataset for completeness of insights.
Thank you for your consideration.
6 votes -
Data for the current month in Coaching Insights should become readily available after a manager is assigned to the agents.
Currently, when a manager is assigned to agents in RingSense, the Coaching Insights data for the current month is not immediately visible or may take time to populate. This delay can hinder supervisors from gaining timely visibility into their team's performance and coaching opportunities, especially when organizational changes occur mid-month. Ensure that once a manager is assigned to one or more agents, Coaching Insights data for the current month becomes available immediately, without needing to wait for the next data refresh cycle or month-end.
11 votes -
Train Ringsense with Our Policies, SOPs & Training Materials
To make Ringsense even more helpful, we can upload our internal policy documents, SOPs, training manuals, and guides directly into the platform. This would allow Ringsense to answer questions and provide support based on our actual procedures and documentation—cutting down on manual lookups and boosting accuracy in day-to-day operations.
✅ Supports formats like PDFs, DOCs, and other common file types
✅ Great for onboarding, compliance, and consistent support
✅ Scales knowledge-sharing across teams8 votes -
AI Monthly coaching insights
When your team members view their monthly AI coaching insights, it would be great if as managers we could be able to identify who has read them and who has not.
3 votes -
Can RingSense be filterable on disposition code?
Can RingSense be filterable on disposition code? This would be helpful with focusing coaching on specific aspects of our business
13 votes -
LIVE TRANSFER
WHEN ATTEMPTING TO LIVE TRANSFER. ONCE THE AGENT PRESSES TRANSFER. THE CUSTOMER SHOULD AUTOMATICLY BE PLACED ON HOLD. THE NEXT OPTION SHOULD BE WARM TRANSFER. THIS WILL ALLOW THE AGENT TO SPEAK TO THE REP AND GIVE INFORMATION BEFORE THE TRANSFER. ONCE THE REP AND AGENT HAS DISCLOSED INFORMANTION. THE NEXT OPTION SHOULD BE TO MERGE THE CALL WITH THE CUSTOMER AND REP.
6 votes -
Connect RingSense to RingCX admin console for Supervisor management
Connect RingSense to RingCX admin console for Supervisor management so we don't have to update the supervisor settings for Agents in 2 places.
5 votes -
Sync RingCX and RingSense customer data
Currently RingSense interaction data and transcripts just say "customer". If we/an employee has created a customer profile in RingCX during a call, that customers name should transfer over, and should also be a searchable field when trying to bring up past calls/transcripts.
6 votes -
Remove RingSense from agent view
Customer Genpact would like to us to remove RingSense from the RingCX agent's view. Agents are to be monitored/recorded but they don't want agents to see RingCX at all.
8 votes -
Scheduled Callbacks
We should be able to "transfer" a callback to an agent so follow ups can be tracked and be queued for the representative when they are available
2 votes -
my reports
Expired reports should automatically be deleted when the end of the availability date is reached. If a report is no longer available, why does it continue to display after the status availablity date is reached? Please have unavailable reports in the My Reports queue systematically delete from the My Reports results.
1 vote -
CSAT & Saved View Reporting
The Saved Views reporting allows saved views to be accessible in the Saved View reporting options, however it does not allow the user to select saved views from the CSAT tab. Within the Saved View Reporting option in the Catalog, allow users to select from all of their custom saved views, regardless of which tab in involved. For reference case # 29422491
1 vote -
Feature Request – Administrative Access for RingCentral Support in RingSense
Description:
We would like to request that RingCentral support be granted administrative access to RingSense environments. This enhancement would allow support engineers to assist more efficiently in situations where the customer-side admin is unavailable, new to the system, or unfamiliar with specific configurations.Business Justification:
Due to recent changes in our organizational structure, there has been an impact on the availability of experienced RingSense administrators. Granting administrative access to RingCentral support would help ensure faster resolution of issues and reduce dependency on customer-side resources for routine permission or role updates.Proposed Benefit:
Faster issue resolution in RingSense cases
Reduced dependency…
1 vote -
Autologging the AI transcript in RCX
I have a client that requested to have the AI transcript automatically added to a customer service reps RCX interface rather than having to manually copy & paste it each time. Client is hoping for an ETA on this, if possible.
1 vote -
Feed the AI with our polocies and procedures
Teaching Ringsense our policies and procedures for better scoring
3 votes -
adjust how AI notes summarize calls
have AI transcribe calls from the perspective of the call taker. adjust how AI notes summarize calls. Right now, the notes use a third-person perspective, but I would like them to be written from the perspective of the call taker.
14 votes -
Farsi
Need Farsi language support for transcription and translation.
1 vote -
automatically email recordings & transcripts
automatically email recordings & transcripts
19 votes -
Can we add more options to the disposition of the call?
We need options for call completed, prescription sent, message sent,
1 vote -
Portuguese Language on RingSense for RingCx
The customer has requested that RingSense support Portuguese language recognition. They would like RingSense to understand Portuguese spoken during calls and generate insights and data similar to what is currently available for English.
As this feature is not yet supported, the customer is considering canceling their RingSense for RingCx subscription for now. Please include this request in future product updates or roadmap considerations.
1 vote
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