868 results found
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add n/a to the yes/no responses on scorecards
Yes and No are great, but sometimes, the item doesn't apply and shouldn't be considered in the agents overall score, while the rest of the card still does...
11 votesI’m pleased to let you know that we’ve added this feature—it’s now live and ready to use. You can select N/A as an option for any scorecard response. Please find the screenshot for additional details.
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Remove Profanity Censoring
The RingSense transcriptions have profanity censored out. It would be helpful for us to have the ability to have an option for how the transcripts are censored. The context of profanity within a call is very important for us as a law office to have the most accurate transcripts possible.
10 votes -
Hebrew Language Transcription Support
Ability to transcribe and translate calls into Hebrew
8 votes -
Share RingSense recording without having to first specify an email address
Ability to obtain share link for external parties without having to enter an email address.
They would like to get a copy of the link so they can send a more personalized follow up email and response with the recoding link from RingSense for the meeting.8 votesThis feature is now available
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Separate Note Deletion and Call History Deletion
Currently if you delete an AI note from a phone call it also deletes that call from your call history. I would like to see these separated so you can delete the note but leave the call in your call history if needed.
5 votes -
for summary of call, put a formal name for the user, such as Mr. John or Dr. Smith, dont put his first name
for summary of call, put a formal name for the user, such as Mr. John or Dr. Smith, dont put his first name
1 vote -
Automatically Enable AI Transcription,Notes as soon as call connects
Allow calls to initiate the Smart Notes and transcription as soon as the call connects weather its inbound or outbound. Also add option for Super Admin to controls to allow or not the users to pause the transcription or recording.
5 votes -
Call ID That is attached to the initial conversation should also be visible on the ring sense.
Call ID: The ID attached to the initial conversation should also be visible in the ring sense.
3 votes -
Spanish Support for RingSense Transcription and Translation (to English)
Ability to transcribe calls spoken in Spanish in Spanish within the RingSense transcript with the added functionality to translate to English if managers cannot speak/read Spanish
37 votesSee the Language dropdown in the Organization tab in Admin Settings.
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Add integration for the RingSense for RingCX icon within the RingCentral app interface
Request to integrate the RingSense for RingCX icon into the RingCentral app interface to improve accessibility and visibility for users. Currently the icon only shows in the RingCentral app if the account has RingSense for Sales. The icon should be positioned consistently with other app features and allow users to easily launch or access RingSense for RingCX functionality directly from the main app UI.
Acceptance Criteria:
RingSense for RingCX icon is visible within the RingCentral app UI.
Icon links to or opens RingSense for RingCX features.
Placement is consistent with existing design standards.
Available for users with appropriate permissions.
1 vote -
Ring Sense Customer Scorecard
Make it so Ring Sense will allow for custom scorecards to be added. Your current scorecard doesn't consider any of the regulatory compliance our firm needs in consideration for collections on behalf of original credit card issuers from the big banks.
8 votes -
Ability to copy and paste custom rules for Holiday Exceptions
Our hospitals all have different hours of operations so we cannot make one holiday schedule for all hospitals. We need to ability to be able to copy and paste "Custom Rules" at the site level under auto reception so that we can apply the custom rule exception for all hospitals with the same hours. We are currently manually auditing every site every single holiday in order to make sure that the sites are on the right hours for the holiday. This is very time consuming. It would be ideal to have a copy button or apply button. See screenshots.
Possibly…
4 votes -
4 votes
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French Canadian language support
Request to leverage RingSense for customer claim calls, however they service all of Canada.
Quebec law requires that they serve customers in Quebec in French.
29 votesSee the release notes here: https://support.ringcentral.com/release-notes/ringsense/ringsense-sales.html
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utilization reports
Have the ability on the utilization report to see how many calls are accessed even if they are not listened to in full. also if you could see when they logged in and out not just the last time.
2 votes -
Credit card & PPI info
Currently credit card information given is scrubbed from a transcript, but not from the call itself. I was instructed that the person being recorded can stop their recording and restart at the time credit card or PPI is given verbally. This really should be the responsibility of RingSense to scrub it from calls and not the agent being recorded.
7 votes -
Ability to notify the User if the AI Notes is pause or turned off.
We recently enabled AI Notes for our organization, which works well for all users. However, we've noticed an issue where when users pause or turn off the AI Notes, no notification or alert is provided to inform them that the notes have been paused or turned off.
3 votes -
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
15 votes -
RingSense Transcription Delay
It could be better if it could lessen the delay of generating the transcription to easily access the call details.
5 votes -
Show RingCX UII in Ringsense
Having the Unique Identifier of a call (UII) from RingCX integrated into RingSense enables us to seamlessly track recordings in RingSense that correspond to the data in RingCX. This linkage is crucial for call audits and plays a vital role in improving call quality, ultimately enhancing the overall customer experience.
3 votesI'm glad to let you know that this feature is now available in your account.
On clicking details view of any interaction, you can find all source identifiers including UII for interactions from RingCX.
You can also filter interactions via UII
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