172 results found
-
Mute In-Call Voice Notifications for Call Recording & Transcripts On
If you are automatically recording a phone call, then go to toggle on SmartNotes you will receive two voice notifications if a customer calls in.
The initial where you hear "This call is being recorded" then an additional voice notification, "Transcript turned on".
There really should be an option to disable the transcript turned on message as it already notified that this message is being recorded.
Two voice notifications back to back only confuses the client calling in.
26 votes -
Ability to use RingSense on Queue Calls
Being able to use RingSense on call queue calls would be greatly helpful. At this point RingSense captures all non-queue calls and only a handful of queue calls, but a bulk of our inbound call handling is done through a call queue, effectively making RingSense useless for our use case.
23 votes -
RS4RCX Recording Analysis for RCX IVR, VM, Cloud Profiles, Track Numbers and Voice Surveys
Today RS4RCX is an outstanding companion to RingCX, analyzed conversation is truly incredible. Having a secure repository for RCX conversations is something we have come to rely on. Today however recordings in RS4RCX are only tied to agents licensed in RCX.
Missing are those conversations that did not have an agent tied to the segment. It is highly desirable to pull, analyze and store calls in RCX IVR including voice mails, cloud profiles, track numbers and voice surveys.
Being able to audit voice mails that were left is an easy and daily example of how RS4RCX supervisors can use the…
23 votes -
UK Regional Redaction for RingSense for RingCX/RingEX/Sales
This is for RingSense for RingEX, RingCX and Sales...
Today, RingSense allows for the redaction of US data points:
- Credit Card, Email Address, IBAN Code, Phone number, US Bank Number, US Drivers License, US ITIN, US Passport, US Social Security number.For the UK Market, for all deployments, we are going to need as a basic:
- National Insurance number
- NHS Number
- UK Passport
- UK Drivers License
- UK + International Bank Number
- UK Postcodes
- Others (Maybe doing a custom redaction leveraging regular expressions)24 votes -
Auto-delete RingSense recordings under 1 minute
Auto-delete RingSense recordings under 60 seconds (or period defined by customer).
Since we are auto-recording, we often find short recordings with poor scores crowding the list of calls and bringing down the average score. For example when a customer declines to be recorded.
11 votes -
Adding RingSense Dashboard to drive adoption and insight
It is imperative to give a better landing page with a Dashboard when we open RingSense (for Sales) with the most relevant information to give guidance to the end userA Dashboard for Coaching will allow the manager know progress on his/her coaching, alerts he/she needs to pay attention It is imperative to give a better landing page with a Dashboard when we open RingSense (for Sales) with the most relevant information to give guidance to the end userA Dashboard for Coaching will allow the manager know progress on his/her coaching, alerts he/she needs to pay attention
48 votes -
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.
26 votesSee the release notes here: https://support.ringcentral.com/release-notes/ringsense/ringsense-sales.html
-
Export scorecard data
Ability to exportscorecard data into csv files.
This can be used to measure improvement over time for specific teams or individuals, correlate data with external measures, and provide better reporting insights that can impact revenue using the tool.
6 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.6 votes -
The title of the uploaded calls in RingSense should sync with the RingCentral contacts list.
The title of the uploaded calls in RingSense should be synchronized with the RC Contact list. It should display the contact name instead of just showing the phone number when calls are uploaded, similar to the Call Logs, where the saved contact name from the Personal Contact List is displayed rather than just the phone number.
7 votes -
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.
29 votes -
Automated reports for RingSense managers
Automated and customizable reports that can be scheduled for delivery to RingSense managers via email daily, weekly, monthly, etc.
20 votes -
RingSense QM Report - Interaction Arrival AI Analytics
Provide QM Reporting on RS4RCX that provides details of incoming Interactions, compiled with API Data from RingCX on Abandoned Calls and marry the abandoned with Sentiment and the number of available agents in the timeline.
Useful information to have in the report based on Hourly (with a date/range selected), daily, weekly and monthly.
The number of interactions could show peaks and valleys, when abandoned interactions occurred, what the average sentiment was of the handled interactions at the time, average wait time, average handle time, number of agents logged in, number of agents available, number of agents busy and number of…14 votes -
Ring Sense API Access
Customers with RingSense accounts would like to Integrate and have requested API Access.
17 votes -
RingSense: Customizable Powerskill Benchmarks
Today, RingSense is largely scoring calls based on Powerskills and speaking etiquette. Because of this, the benchmarks or recommendations for each metric should be customizable. Different businesses and industries have unique standards for Agent Talk Time, Patience, Longest Monologue, etc. Admins should be able to set the standards from an org and/or role level.
15 votes -
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...
5 votes -
Netsuite Integration
This is for a 50 User Opp Champro Sports for their Field Sales and Marketing Team. They are planning a move to Oracle in early 2025 and they loved the RS4S Demo yesterday.
2 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
21 votesSee the Language dropdown in the Organization tab in Admin Settings.
-
Comprehensive Data Download from RingSense
The ability to download all data from RingSense, including call logs, call recordings, and transcriptions for all users.
Proposed Features:
Download Format: Allow users to choose between various formats (e.g., CSV, JSON, XML) to accommodate different data analysis tools.
Filtering and Sorting: Implement options to filter data by date range, user, call type, or other relevant criteria.
Data Security: Ensure that downloaded data is encrypted and protected to maintain confidentiality.
Batch Download: Provide the ability to download large datasets efficiently, potentially using a background task or scheduled download.Additional Considerations:
Data Volume: Establish guidelines or limitations on the amount of…
3 votes -
Manually upload calls
Add calls manually to allow to create a best practice libary
5 votes
- Don't see your idea?