821 results found
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Printable Feedback Report in RingSense
Description:
Currently, RingSense feedback reports are only available for download in CSV format. While this works for data manipulation, it does not meet customer needs for sharing Quality Control feedback with agents and leadership in a clear, presentable format.Customer Request:
The customer is requesting the ability to export feedback reports in a printable format, such as PDF (preferred) or another easily shareable, formatted file type.Business Impact:
CSV files require additional manual formatting before they can be shared or printed
Agents and leadership need a clean, ready-to-use feedback summary
Printable reports would improve usability, adoption, and operational efficiency for…
7 votes -
AI Receptionist’s Transfer by Context feature where, when a caller uses a trigger phrase (for example, “Loan Officer”), the AI Receptionist
The customer would like to have an option in the AI Receptionist’s Transfer by Context feature where, when a caller uses a trigger phrase (for example, “Loan Officer”), the AI Receptionist asks a follow-up question before completing the transfer.
For instance, after the caller says “Loan Officer,” the AI Receptionist would respond with a clarification such as:
“Which site are you referring to? For example, New York?”
This would help ensure that the call is routed to the correct person or location based on the caller’s response.
4 votes -
Remove Transfer Confirmation & Enable Response Customization
requesting greater flexibility in the behavior of the AI Receptionist, specifically regarding call transfer interactions. Currently, the AI Receptionist requires callers to confirm before proceeding with a transfer and does not allow customization of this confirmation prompt or related responses.
4 votes -
AI Receptionist Voice Response
It would be better if there were a setting to control how quickly the AI receptionist reads our greeting, and perhaps include a pause to make it sound more natural.
10 votes -
Rerun scorecard in ACE
If a scorecard has already been used to review a call and the scorecard is updated with different questions, after the fact, there should be option to re-run the call through the scorecard to get a more accurate grade.
1 vote -
ACE Recordings: Need a fiel to leave a comment that is ONLY viewable by Admins. So I can record caller's name OR policy # or other notes.
I want a note field on the recording where I can add notes that are ONLY viewable by RC Admins. This will make it easier for us when offering feedback to the agent. It will also help us mark it with customer info like an account #, etc.
2 votes -
Add a field displaying the total weight of all questions when creating a scorecard.
Add a field displaying the total weight of all questions when creating a scorecard. This feature would facilitate the creation of larger scorecards by allowing users to easily track how much they are over or under the allotted 100% without manually summing the weights of all questions
4 votes -
AI Transcripts to Email
Call transcripts should be able to be sent to email instead of accessing only via the Ring Central admin portal.
The idea behind this is to reduce the places someone would have to check for the status of the AI receptionist missed calls or unresolved calls. Also if an IT dept wanted to use this for afterhours, by sending the transcript to an email it can then be pushed into their ticketing system with details of what the caller needed if the AI helped or not.6 votes -
Coaching Insights - Main Screen
For Coaching Insights, it would be helpful if the filter settings could be saved. It’s frustrating to review insights for one agent, return to the main screen, and have to reapply the filters and locate the previous page each time. Additionally, when I select to display 100 agents, that setting doesn’t persist once I click into another agent’s profile.
9 votesThanks for the valuable feedback. We are now working on an update to persist your filters on the coaching page
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Silence Transcribing Announcement
There should be an option to silence the announcement that plays when AI is starting to transcribe a note. This announcement is loud, and it speaks over us greeting our clients. It's confusing to our clients and sometimes results in them hanging up the call because they think they're calling the wrong establishment.
79 votes -
SMS usage download discrepancy
should provide accurate information for sms usage download that shows correct number segmentation
2 votes -
Have the ability to delete just a call recording rather than the full interaction
Under retention settings it is possible to have different retention periods for recordings vs transcripts vs insights, yet when you need to delete one manually you can only delete the entire interaction. The ability to have granular control on a per-interaction basis is useful if you need to delete a recording for PCI or other reason, but still need the insights or transcript.
4 votes -
Add a filter on ACE for the Insights and CSAT tabs
Add a filter on ACE for the Insights and CSAT tabs to be able to filter by Campaign Type
1 vote -
DentaCon integration for AIR
The Customer uses a CRM called "DentaCon" and he wants this integrated with AIR.
1 vote -
Removing of Scorecard from Interaction
The ability to remove a scorecard from an interaction that shouldn't have been scored with it. The system doesn't seem to understand to not score something that doesn't pertain, even with filters and call types being correct, but we can't remove the scorecard or mark all answers as NA. It then skews the score and it shouldn't be.
1 vote -
Better Detailed Instructions
More detailed instructions on WHAT to put in trackers, scorecards, insights, filters, etc. There are great how to's on HOW to create everything, but there isn't nearly enough on what to put in anything to get the system to understand what to score and how to score it correctly.
Ex: How to help the system understand not to score something even with call types, filters and the contents not existing in the call because it doesn't pertain.1 vote -
AI recording for monitoring or recording
On out bound calls the recording is playing but customers hanging up thinking it is spam. Issue is for incoming and out going is the same recording. This should be 2 separated recording so inbound and outbound can be different. The default is of for inbound but we need to add a different message letting out customers they are receiving an inbound call from our company with the recording/monitoring message.
2 votes -
Add the option to export AI notes and transcripts through the admin portal
It would be extremely helpful for our org to export AI transcripts and summaries from the admin portal similar to how we can download call recordings. A bulk feature would be even better.
48 votes -
Correct AI Call notes summary and transcriptions
Customer wants to have Correct AI Call notes summary and transcriptions after every call
1 vote -
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.
11 votes
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