513 results found
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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
3 votes -
AI Notes for Multiple Picked Up Calls, Parked Calls, and Conference Calls
Significance: To be able to notate calls on AI for these features:
- Multiple picked-up calls in one instance. (First call when second call is picked up should still be included in the AI Notes)
- Calls placed on park and picked right back up should still be included in AI Notes.
- Conference calls or calls with multiple parties should also be picked up by AI Notes.6 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.
7 votes -
Transcribe all calls as Admin
I would like to bulk transcribe all calls, with CID and Agent identifying data attached to the transcription of each call.
4 votes -
Allow AI Receptionist to be a member of a Call Queue.
We would like to have calls to our main line go to a call queue, where calls are first routed to our human receptionist, and then to the AI Receptionist. This way, most of our clients (who tend to be older, 55-90 years old) can still have a human to talk to, but if our receptionist is busy or on another call, the AI Receptionist can catch and transfer the calls where needed.
The problem I am having with implementing this, is that there is not a way to add the AI Receptionist's extension to a call queue, as this…
7 votes -
search for frequently asked questions
Search for frequently asked question from customers in RingSense calls.
4 votes -
call recording and csat scores
Have one continuous recording of a call regardless of how many times the call is transferred from physical devise to soft-phone or even from EX to CX (and vice versa). If not possible an option to allow call linking as coming in and out of calls means that you loose the original call and the full thread.
With the ability to have one call recording, this would link into one CSAT score, as currently any agents on CX, one of their main task is to route calls to the correct department on EX and the highest score they can achieve…
9 votes -
AI Hold Music
Requesting to have a hold music for AI receptionist when checking information on the call for the caller instead of dead air. Not the hold music when AI is transferring a call to a user or groups.
4 votes -
Limit Manager Access to Interactions in RingSense
Feature Request: Limit Manager Access to Interactions in RingSense
We wish there was a way to limit managers’ access to interactions in RingSense.For example, a manager should only be able to view the interactions of users who are directly assigned to them as their manager. They should not have access to interactions from other teams or users outside their scope.
Currently, even if we:
Customize roles
Create a dedicated team for the manager
…the manager can still view all interactions across other teams in the RingSense dashboard.
Benefit of Having This Feature
Enhanced Data Privacy & Security: Ensures sensitive…6 votes -
Enable Call Recording for AI Receptionist Interactions
Summary:
Requesting the ability to record the portion of calls handled by the AI Receptionist, in addition to the current transcript functionality.Description:
Currently, the AI Receptionist provides only a transcript of its interaction with callers. However, there is no audio recording available for this portion of the call. Call recording is only activated after the call is transferred to an extension with call recording enabled.Having access to the actual audio of the AI Receptionist's portion of the call would provide the following benefits:
Improve quality assurance and training by reviewing how the AI interacts with callers.
Support compliance…
4 votes -
Improve AI Receptionist Transfer by Name Functionality
Summary:
Currently, to ensure proper call routing, our team must add and maintain custom rules for every employee across all AI Receptionists. This is time-consuming, not scalable, and does not align with the intended functionality of transfer by name.Request:
We request that the AI Receptionist be enhanced so that transfer by name works correctly without the need for custom rules for each employee. The system should automatically recognize active users by name across all AI Receptionists, improving efficiency and ensuring a consistent caller experience.Benefits:
Reduces administrative overhead of manually managing custom rules for each user.
Ensures transfer-by-name functionality…
2 votes -
AI Receptionist to pick up call After phone rings and no answer
An option so that RingSence AI doesn't pick up automatically but only after several phone rings and no answer
5 votes -
Add AI transcription to desktop phone calls and recorded calls
Currently, only calls made through the app are transcribed and summarized with AI assistant. You should add this feature to calls made with a desktop phone, certainly if the app is open on your computer. At the very least, you should be able to send recorded calls to the AI assistant and get a summary in return
2 votes -
Enhanced Text Formatting in Comment Fields
It would be really helpful to have basic formatting options when leaving feedback in RingSense, such as the ability to bold, italicize, or underline key points, as well as add line breaks or bullet points.
Right now, all feedback gets lumped into one block of text, which can make it harder for agents to follow or prioritize what’s most important. Even simple formatting tools (like Markdown or a basic WYSIWYG editor) would go a long way in improving clarity and coachability.
1 vote -
RingSense x RingCentral call analytics
It would be great if you integrated RingCentral analytics into RingSense dashboard, in order to pair the data for inbound / outbound calls. That we can create reports with call grading and the initial call data.
1 vote -
AI recordings in App and Notifications
Allow call recordings from AI in the app. Also notifications to email / app when AI takes a call.
1 vote -
In RingSense, let your customer choose call types from other industries in the organization settings
RingSense currently requires organizations to select a single industry, which auto-assigns predefined Call Types. This creates limitations for companies whose operating model spans multiple industries and functions. As a REIT, our business includes real estate (leasing), property management, home services, customer care, and accounts receivable/collections, all supported by cross-trained associates. Because of this, no single industry preset fits our operation.
We need the ability to fully customize Call Types independent of industry selection and have those Call Types follow the associate or skill profile, not remain tied only to the industry or queue.
1 vote -
For the opt in feature sms be able to enable this and lock it account wide
Have a feature that will allow the admin to lock the Opt-in feature 'on'or checked for the whole account so other users cannot disable this when sending SMS.
2 votes -
AI Receptionist back-up extension
It would be a really nice addition if we can have our existing Call Queue/s as a back-up extension for our AI Receptionist. Having it in the Skill "Transfer by context" is a good thing already. But having it as a back-up extension would be much more helpful in times that the AI cannot rely on the context. Hoping to see this feature added in the future.
2 votes -
search interactions by the interactions code that prints on the scorecard report csv
I would like to be able to search interactions by utilizing the interactions ID code that prints from the score card report csv column A. This will allow managers to quickly identify and access the calls.
1 vote
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