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86 results found

  1. Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.

    56 votes

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    3 comments  ·  RingCX » Digital experience  ·  Admin →
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    Linda supported this idea  · 

  2. Percent calculation with filters - Business Analytics

    23 votes

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    New  ·  0 comments  ·  Phone & Messaging » Other  ·  Admin →
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    Linda supported this idea  · 

  3. Filter for Supervisors and Agents

    14 votes

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    New  ·  1 comment  ·  RingCX » Admin experience  ·  Admin →
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    Linda supported this idea  · 

  4. Remember Agent Selected Voice and Digital Queues at Next Login Checkbox

    19 votes

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    Under Review  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Linda supported this idea  · 

  5. MS Team Embedded app support for 1 RingCentral UID to Multiple MS 365 Tenants

    5 votes

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    New  ·  0 comments  ·  Phone & Messaging » Other  ·  Admin →
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    Linda supported this idea  · 

  6. Automatic bidirectional message translation in RingEX based on a users regional settings

    20 votes

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    New  ·  4 comments  ·  Events & Video » Accessibility  ·  Admin →
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    Linda supported this idea  · 

  7. Edit AI Metric Scores

    10 votes

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    Planned  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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    Linda supported this idea  · 

  8. QA on Digital Interactions

    11 votes

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    0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    I’m excited to share that RingSense AI QM now seamlessly supports multiple digital channels automatically imported from RingCX.


    Currently, RingSense supports:

    • Instagram Direct Messaging
    • Messenger
    • Facebook
    • WhatsApp
    • Apple Messages for Business
    • SMS
    • Chat
    • Twitter
    • Google Business Messaging
    • Digital SMS
    • Engage Messaging


    We’re continuously expanding support for additional channels. To view the most up-to-date list, simply check your Manage Integrations settings (see screenshot below).

    Linda supported this idea  · 

  9. Ability to map CRM push to selectable objects

    4 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Linda supported this idea  · 

  10. Export scorecard data

    42 votes

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    1 comment  ·  RingSense & AI » RingSense  ·  Admin →
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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    Thank you so much for your valuable feedback. I'm pleased to announce that we've now released this feature.


    We've released the following new reports:

    • Scorecard report - Shows how agents are performing on scorecards. Use it to spot trends, identify where agents are struggling, and turn scoring data into coaching opportunities. (part of this feature request)
    • Saved views report - Generates a report based on a saved view from your Interactions page. Use it to download interaction info for review, performance monitoring, or sharing.
    • Development plan report - Tracks how many development plans are created and shared, and with which agents. Use it to monitor coaching activity and consistency over time.
    • Users export report - Generates a roster of users with details like managers, roles, and license assignments. Use it for audits, access reviews, and keeping external records up to date.


    Additionally, you can now schedule reports with the following…

    Linda supported this idea  · 

  11. The title of the uploaded calls in RingSense should sync with the RingCentral contacts list.

    23 votes

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    New  ·  3 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Linda supported this idea  · 

  12. Ability to use RingSense on Queue Calls

    48 votes

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    5 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Linda supported this idea  · 

  13. Federate RingSense Accounts

    3 votes

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    0 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Linda supported this idea  · 

  14. Ability to exclude internal calls from automatic call recording

    43 votes

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    Under Review  ·  5 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Linda supported this idea  · 

  15. Share RingSense recording without having to first specify an email address

    7 votes

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    0 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Linda supported this idea  · 

  16. Impersonated admin showing incorrectly in the audit trail

    15 votes

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    Implemented  ·  0 comments  ·  RingCX » Other  ·  Admin →
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    Linda supported this idea  · 

  17. Analytics by Dept

    47 votes

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    Future Consideration  ·  1 comment  ·  Analytics & Reporting » Other  ·  Admin →
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    Linda supported this idea  · 

  18. RingSense: Payment/Plan Option to extend 1yr Call Retention

    32 votes

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    Under Review  ·  2 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Linda supported this idea  · 

  19. Persist - Add support for Germany

    17 votes

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    New  ·  3 comments  ·  Phone & Messaging » General Phone  ·  Admin →
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    Linda supported this idea  · 

  20. Enhance Agent States

    62 votes

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    Planned  ·  3 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Linda supported this idea  · 
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