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Patrick
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200 votesPatrick
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95 votesPatrick
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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
Patrick
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18 votesPatrick
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12 votes
An error occurred while saving the comment Patrick
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3 votes
An error occurred while saving the comment Patrick
commented
I actually have a critical need for this in my company. Our clients call their local office for any of their needs. However, if, for whatever reason (nobody's available, high call volume, etc.) the client is on hold for too long (in our case, 1 minute), we forward them to our National Call Center where the client needs can be addressed.
My clients need to know that they are being forwarded to the National Call Center and are no longer going to be talking with their local representative.
Right now, I'm handling this in a very awkward manner. I have our Call Queue set up so that if nobody answers within the 1 minute time limit (noted above) it forwards to ANOTHER call queue which plays the greeting "your call is now being forwarded to our national call center..." and immediately forwards it to the external number.
This is an OK workaround... but is an added step that really isn't necessary. We should be able to play the message that the call is being forwarded straight from the wait time management area.
Patrick
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7 votesPatrick
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An error occurred while saving the comment Patrick
commented
Heather has an amazing idea here. I actually have a critical need for this in my company. Our clients call their local office for any of their needs. However, if, for whatever reason (nobody's available, high call volume, etc.) the client is on hold for too long (in our case, 1 minute), we forward them to our National Call Center where the client needs can be addressed.
My clients need to know that they are being forwarded to the National Call Center and are no longer going to be talking with their local representative.
Right now, I'm handling this in a very awkward manner. I have our Call Queue set up so that if nobody answers within the 1 minute time limit (noted above) it forwards to ANOTHER call queue which plays the greeting "your call is now being forwarded to our national call center..." and immediately forwards it to the external number.
This is an OK workaround... but is an added step that really isn't necessary. We should be able to play the message that the call is being forwarded straight from the wait time management area.
Pausing automatic call recording is CRITICAL to privacy compliance. If a client declines consent to be recorded, we can't speak on the phone.
The point of Automatic call recording is to turn on our call recording without the need for pressing *9 multiple times per day.
Please fix this ASAP!!!