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94 results found

  1. Export scorecard data

    43 votes

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    1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Implemented  ·  Sushant Hiray 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  · 

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

    24 votes

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    3 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Implemented  ·  Sushant Hiray responded

    I'm pleased to announce that this feature is now available in your account.


    Head over to Admin Settings - Integrations - REX - Manage Integration


    There is a new flag available in RingEX Integration to provide ACE permissions to pull contact data.

    Linda supported this idea  · 

  3. Ability to use RingSense on Queue Calls

    51 votes

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    5 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Implemented  ·  Eugene responded

    See "Call Queue" filter in "All filters" on the Calls page.

    Linda supported this idea  · 

  4. Federate RingSense Accounts

    3 votes

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    0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Linda supported this idea  · 

  5. Ability to exclude internal calls from automatic call recording

    55 votes

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    Under Review  ·  7 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Linda supported this idea  · 

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

    8 votes

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    0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Linda supported this idea  · 

  7. 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  · 

  8. Analytics by Dept

    50 votes

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

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

    33 votes

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    Under Review  ·  2 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Linda supported this idea  · 

  10. 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  · 

  11. Enhance Agent States

    67 votes

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    Implemented  ·  4 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Linda supported this idea  · 

  12. In-Queue-Callback Number Restriction To Prevent Misuse

    29 votes

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    Future Consideration  ·  3 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Linda supported this idea  · 

  13. Direct Routing API for Teams toggle

    8 votes

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    New  ·  0 comments  ·  Developer Platform, APIs, & Integrations » Integrations: Microsoft Teams  ·  Admin →
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    Linda supported this idea  · 

  14. Attribute Mapping | Active Directory

    32 votes

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    New  ·  1 comment  ·  Developer Platform, APIs, & Integrations » Integrations: Other  ·  Admin →
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    Linda supported this idea  · 

  15. Internal chat for supervisors and agents

    40 votes

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    0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Implemented  ·  AdminSergey (Group Product Manager, RingCX, RingCentral) responded

    Agents can chat with their team mates and colleagues with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.

    https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/

    Linda supported this idea  · 

  16. WCAG (Web Content Accessibility Guidelines)

    40 votes

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    Planned  ·  5 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Linda supported this idea  · 

  17. Add Session timeout for RingCX user

    18 votes

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

  18. Remotely / from ServiceWeb Enable HUD for Mobile APP Users

    10 votes

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    0 comments  ·  Phone & Messaging » HUD & Presence  ·  Admin →
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    Linda supported this idea  · 

  19. Change agent state through Max Supervisor

    111 votes

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    Planned  ·  19 comments  ·  RingCentral Contact Center » Other  ·  Admin →
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    Linda supported this idea  · 

  20. Sharing a RingSense Recording - Cannot search transcript while watching video, AI Meeting Summary and Highlights are missing

    3 votes

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    0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Implemented  ·  Sushant Hiray responded

    We’re excited to announce that, based on your feedback in User Voice, RingSense now supports custom selection for also sharing AI metrics when sharing a recording.

    This enhancement gives you greater control and flexibility in deciding which insights are shared with end users, ensuring the information is always relevant and tailored to your needs.

    Thank you for helping us shape the future of RingSense — your ideas make a difference!

    Linda supported this idea  · 
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