513 results found

1. 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.

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2. custom voice

   Wondering if there is any plan to allow for voice synthesis by creating a voice sample. That way, our clients hear a familiar voice over the current AIR.

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3. RingSense Trackers and Tags being customized per department/team or user.

   Need the ability to have different trackers per user/teams. As the customer service team does not care about the same trackers as the sales team.

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   Planned  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   Thank you for your feedback! We’re happy to share that this feature is planned and will be available to your account by the end of this quarter.

   We appreciate your patience and continued support as we work to bring this enhancement to you soon.

4. 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

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5. Manage Post-call Summary and Automatic notes account wide via Admin Portal

   We would like to have the capability to configure or manage Post-call Summary and Automatic notes via the Admin Portal. This will be a great help for us Admins to manage user-level AI settings.

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6. Calls routed to voicemail should be saved in interactions

   customer would like to have all calls that was routed to voicemail to still show in their RingSense Interaction

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7. 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 data that can be downloaded at once to prevent excessive load on the system.
   User Permissions: Implement role-based access controls to restrict data download privileges to authorized users.

   By implementing these features, RingCentral can enhance the value of RingSense for organizations that require comprehensive data management and analysis capabilities.

   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… more

   21 votes

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8. AIR as Voicemail

   Caller calls in, talks to AIR... asks to be transferred to an employee in the company...

   The employee does not answer and the "Send to Voicemail" feature is activated...

   (Instead of "Send to Voicemail" it should be Forward to Extension, in this case the AIR Extension)

   The AIR picks up and says something like:

   "Hi there, this is {AIR NAME} with the {COMPANY}. {PERSON YOU CALLED NAME} isn’t available right now, but I’m here to help. Would you like to leave a message or be connected with someone else who can assist you?"

   Where the caller states they would like to leave a message and the AIR sends them to record their message... or the caller asks to talk to a different person and the AIR transfers them to a different person...

   This is so important as it will show a standardization in the system, and the interaction with the caller... I cant have different voices, sounds, cadences, or processes through out the call... It should all be the same, it should feel the same, it should sound the same.

   This is so incredibly important...

   Caller calls in, talks to AIR... asks to be transferred to an employee in the company...

   The employee does not answer and the "Send to Voicemail" feature is activated...

   (Instead of "Send to Voicemail" it should be Forward to Extension, in this case the AIR Extension)

   The AIR picks up and says something like:

   "Hi there, this is {AIR NAME} with the {COMPANY}. {PERSON YOU CALLED NAME} isn’t available right now, but I’m here to help. Would you like to leave a message or be connected with someone else who can assist you?"

   Where the caller states they would like… more

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9. Report from Trackers

   I would like to create a PDF with the graphics from the Trackers not just a CSV.

   2 votes

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10. Allow AI Notes and Transcripts to be pulled by Zapier.

    Some of us don't use SalesForce. My firm uses MyCase. I'd like to use Zapier to pull the transcription and the AI summary and post to a call item in MyCase. Right now, I can't pull recordings, transcripts, or notes through Zapier, only call logs and contacts.

    5 votes

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11. Ability to share AI notes via Message Group
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12. 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 on customer-side admin availability

    Improved overall customer experience

    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… more

    1 vote

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13. Template Tab with Pre-Configured Questionnaire

    Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms appear in conversations. They show where something was mentioned but don't systematically organize responses into structured answers.

    Q&As currently allow AI to infer general questions and answers from a conversation, but these are generated post-call based on what the AI finds important — they are not based on a pre-defined, user-driven questionnaire.

    Scorecards provide a useful way to see whether specific questions have been asked during the conversation, but they do not capture or display the actual answers to those questions. Instead, scorecards track the presence of certain topics or questions, but they lack the ability to extract concise, one-line responses to each question.

    How it Works:
    Admin Configuration:
    In the Admin Portal, admins can create and manage "Templates" predefined sets of questions relevant to a specific workflow (e.g., pre-screen interviews, discovery calls, qualification calls).

    During/After Conversation Analysis:
    Once the conversation is processed, the AI will:

    Analyse the conversation (audio + transcript).

    Match user-configured questions against the conversation.

    Extract concise, one-line answers if information is available.

    Leave the answer field blank if a question was not answered during the conversation.

    User Interface:
    A new "Template" tab will be added to the overview screen where users can:

    Select a relevant template (if multiple exist).

    See each question with the extracted answer.

    Download/export the completed Q&A if needed.

    Example Use Case:
    Recruitment companies conducting pre-screen interviews:

    Create a template with standard questions like:

    "What is your current salary?"

    "What is your notice period?"

    "Describe your previous experience."

    "Are you open to relocation?"

    After an interview, the recruiter simply checks the Template tab to view the summarized answers without manually scanning the transcript.

    If a candidate didn't mention salary, that field remains blank.

    Why the Template Tab Is Different and Valuable:
    Pre-Configured Workflow: Admins can upload a consistent set of questions before the conversation, aligning the AI’s attention to exactly what matters for their specific business process (e.g., recruitment, discovery calls, sales qualification).

    Structured Data Extraction: Instead of unstructured highlights, users get a clean, one-question-one-line-answer format, making it much easier to review, export, and take action on the gathered information.

    Gaps Are Immediately Visible: If a question is not answered during a call, the corresponding field remains blank, providing clear visibility into missing information without reading the full transcript.

    Saves Manual Work: Users don't have to dig through the transcript or rely on ad hoc AI prompts; the important information is automatically captured in an organized format.

    Consistency Across Conversations: Ensures critical questions are always tracked and answered consistently, regardless of which rep or interviewer is running the conversation.

    Why This Is Valuable:
    Speeds up information retrieval:
    Users no longer need to manually read transcripts or ask AI externally (e.g., copy/pasting into ChatGPT) to find answers.

    Consistency in data collection:
    Ensures important business-critical questions are tracked across all conversations.

    Saves time and reduces error:
    Reduces human error in data gathering from calls and accelerates internal workflows (recruitment, sales, support).

    Enhances AI usage within RingSense platform itself:
    Keeps users inside the platform rather than needing to export transcripts to third-party tools for Q&A extraction.

    Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms… more

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14. Feature Request: RingSense report downloads/exports do not always include corresponding columns to the set filters.

    All RingSense exported reports should include columns with filter titles and filtered results. Currently filtered settings do not always correspond in the exports, or are missing entirely. The export detail should match and identify what filters were set prior to exporting the report. i.e. if Sentiment has been filtered to include only negative sentiment, a column titled sentiment with the individual call detail results including negative in that column. should be included. Exports missing filters and filter results descriptions are difficult to share with other stakeholders since they do not include the set parameters of the filter choices. see case ticket # 29345857

    All RingSense exported reports should include columns with filter titles and filtered results. Currently filtered settings do not always correspond in the exports, or are missing entirely. The export detail should match and identify what filters were set prior to exporting the report. i.e. if Sentiment has been filtered to include only negative sentiment, a column titled sentiment with the individual call detail results including negative in that column. should be included. Exports missing filters and filter results descriptions are difficult to share with other stakeholders since they do not include the set parameters of the filter choices. see case… more

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15. Option in AIR to collect caller information and send it to internal company group chat

    We want to have the option or skill in AI receptionist to collect caller information and send it to internal company group chat

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16. Ability to have AI Receptionist enabled on UK accounts

    Ability to have the option for AI Receptionist enabled on UK accounts

    4 votes

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17. RingSense AI Review Scorecard enchancement

    Requesting additional features and improvements for the RingSense AI Scorecard Review tool to enhance usability, accuracy, and workflow efficiency for both supervisors and agents.

    These enhancements will improve the efficiency of QA processes, provide clearer insights into AI scoring, and strengthen collaboration between supervisors and agents, resulting in better coaching outcomes and agent performance tracking.

    1 vote

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18. Coaching tab

    I can see a total of Agents whose feedback was shared with them and a total of the agents who reviewed it. However, a report that shows (Agent name) which agent viewed it and which ones did not would be most helpful compared to aggregate totals.

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19. Can you add a RingSense Coaching for an entire team collectively in conjunction with the individual coaching?
    2 votes

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    Planned  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    Thank You for Your Feedback

    We sincerely appreciate your contribution. After careful review, we are pleased to inform you that your suggestion has been accepted and is now scheduled as part of our upcoming product roadmap.

    
    

    Your feedback plays a critical role in guiding our priorities, and we look forward to providing you with further updates as this initiative progresses.

20. Follow Up Questions for AI Receptionist

    The AI Receptionist needs the ability to ask follow up questions kind of like how a multi-level IVR is built. At the moment, it can only send callers somewhere based off the first thing they say without the ability to ask a follow up. For Example:

    A doctor's office has 2 divisions we'll call them normal and exotic. Each division has a subset of doctors in that discipline with a group of medical assistants who ultimately field their questions. If a caller calls in for exotic, the AIR needs to ask which doctor before transferring the caller. Right now the only way around this is to make an IVR the target for normal and exotic which kind of defeats the whole purpose of the AIR.

    The AI Receptionist needs the ability to ask follow up questions kind of like how a multi-level IVR is built. At the moment, it can only send callers somewhere based off the first thing they say without the ability to ask a follow up. For Example:

    A doctor's office has 2 divisions we'll call them normal and exotic. Each division has a subset of doctors in that discipline with a group of medical assistants who ultimately field their questions. If a caller calls in for exotic, the AIR needs to ask which doctor before transferring the caller. Right now the… more

    2 votes

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