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22 results found

  1. Add a field displaying the total weight of all questions when creating a scorecard.

    4 votes

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    New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Pierre Cress shared this idea  · 

  2. RingSense ScoreCard Template

    6 votes

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

  3. Ability to see the weighted mean on Real Time Dashboards

    15 votes

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    New  ·  0 comments  ·  RingCX » Realtime & historical analytics  ·  Admin →
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    Pierre Cress supported this idea  · 

  4. Allow SCIM user extension creation without using a digital license

    18 votes

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    Under Review  ·  7 comments  ·  Developer Platform, APIs, & Integrations » Other  ·  Admin →
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    Pierre Cress supported this idea  · 

  5. Live call information within RC app

    7 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Accessibility  ·  Admin →
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    Pierre Cress supported this idea  · 

  6. Separate Reports For Each ScoreCard Questions

    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

    I'm pleased to announce that we've released 2 major features:

    1. Scorecard report - A new report in RingSense reports catalogue which gives you scorecard question level raw data. Along with this, you can also schedule reports
    2. Scorecard Intelligence - We've introduced a new tab inside Coaching module called scorecards, it gives you intelligence on scorecards at a question level. Here are the key benefits:
    • Actionable visibility: Unlock insights into scorecard performance and agent outcomes
    • Smarter analysis: Correlate agent scoring patterns (pass vs. fail)
    • Business impact: Exportable reports enable trend analysis and informed decisions

    You can find additional details in the attached screenshots

    Pierre Cress supported this idea  · 

  7. Can break through DND status using Rule

    9 votes

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    Under Review  ·  2 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Pierre Cress supported this idea  · 

  8. Ability to Change Implicit Team Names

    24 votes

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    1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Pierre Cress supported this idea  · 

  9. Option to stop sync of HUD and desk phone

    14 votes

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    2 comments  ·  Phone & Messaging » HUD & Presence  ·  Admin →
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    Pierre Cress supported this idea  · 

  10. Display inbound caller id when a call is placed on hold and the phones has shared lines configured

    2 votes

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    New  ·  0 comments  ·  Phone & Messaging » General Phone  ·  Admin →
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    Pierre Cress supported this idea  · 

  11. Add time based variable to holiday configuration

    64 votes

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    Future Consideration  ·  17 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Pierre Cress supported this idea  · 

  12. Add average AI generated score and rename columns on the Scorecards tab within the Coaching tab

    10 votes

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    Under Review  ·  1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Pierre Cress supported this idea  · 

  13. Customization of CRM Advanced Call Logging in RingSense for Sales

    28 votes

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

  14. Negative Tracker Alert

    9 votes

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    2 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Pierre Cress shared this idea  · 

  15. Automated reports for RingSense managers

    38 votes

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

    Thanks so much for sharing this suggestion! I’m happy to let you know that we’ve added it to our product roadmap for the upcoming quarter. We’ll update this thread and let you know here as soon as it’s live for our customers.

  16. RingSense Dashboard based landing page to drive adoption and insight

    63 votes

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    Planned  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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  17. RingSense: Pull in/Filter Calls based on Duration

    58 votes

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

    This feature is now live for all RingSense customers. As a RingSense user, you can define minimum duration rules in your duration filters. This is also available as part of your profile settings.

    Key benefits of this feature include:

    • Custom thresholds: Customers can define minimum call duration rules
    • Cleaner data: Automatically hides short calls (e.g., voicemails, misdials) below the threshold
    • Business impact: Streamlines analysis by focusing only on meaningful customer interactions

    Please take a look at the attached screenshot for instructions on setting up the minimum duration threshold on your account

  18. Assign Scorecards based on Team/Individual

    9 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

    RingSense has added support to assign scorecards to specific teams; call types; duration; source etc. These filters can be used for precise targeting of a scorecard.

    You can find the details in the release notes - https://support.ringcentral.com/release-notes/ringsense.html

    and the support website - https://support.ringcentral.com/article-v2/Creating-and-managing-scorecards-in-RingSense.html?brand=RingCentral&product=RingSense&language=en_US

    Additionally, you can see the criteria while creating a new scorecard or editing an existing one as shown in the attached screenshot

  19. Ability to download/export RingSense call recordings

    4 votes

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    Under Review  ·  0 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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  20. Allow multiple supervisors to monitor a call simultaneously

    72 votes

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    Under Review  ·  15 comments  ·  Phone & Messaging » General Phone  ·  Admin →
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