Q: What is RingSense?

A: RingSense is a conversation intelligence platform that elevates your sales team’s performance. It delivers post-call analysis with automatically generated transcripts, summaries, and sentiment analysis, and scores your calls and deals. It analyzes performance metrics, identifies coaching opportunities for your teams and agents, and helps you determine which types of conversations lead to specific results. 

Q: How does RingSense works? 

A: Any time your team interacts with a customer through a recorded call, the recording is processed in RingSense, where insights and summaries are generated by AI. 

Q: What does setting up "Context" actually do? 

A: A "Context" serves as a contextual anchor for trackers. Each tracker has a unique purpose, and you can ensure that AI understands what you want to track and for what purpose you want to track the word or concept by giving it a little bit of direction. 

Q: Are the items under the "Context" drop-down pre-generated?

A: Yes! If you can’t find a "Context" that explains why you are tracking the concept or word it is suggested to leave it blank. 

Q: What does setting up "Tags" actually do? 

A: Think of "Tags" as folders for Trackers. Tags will allow users to filter by groups of trackers and organize trackers in tag groups when reviewing a single call. 

Q: The customer's industry is set to "Healthcare." Does this affect the items that will be available under the "Tags" field? 

A: No. There are 3 default tags. The customer can create their own custom tags by typing in the tag field and selecting "Create new tag 'tag name”. 

Q: What do BANT, Mandatory Compliance, and Reps Metrics mean under "Tags"? Is there a way to add more Tags? 

A: Those are default tags. BANT means Budget, Authority, Need, Timing. If these default tags are not meaningful, you can create your own as indicated above.

Q: How do these fields on the tracker appear on the reports? 

A: You can filter by the tracker tag and then the title of the tracker will appear on the "Tracker" tab report indicating how often it is being discussed per agent and for all RingSense license holders. If you want to create a tracker for specific words, it's best to create a unique tracker for each word/unique meaning. 

Q: "When we try to publish a tracker, it gives an ""invalid"" error. How do we avoid that?"

A:  There can be several reasons. We may need to discuss it and try to make further investigation.

Q: "Is there any limit to how many trackers we can create?" 

A: None 

Q: When configuring scorecards, do they have to manually assign scorecards to each call? 

A: No, every scorecard will appear on each call. The manager can then choose which scorecard they want to use. If "Yes/No" is chosen as the response type for the card, AI Coach will suggest answers for these cards. 

Q: Does the setup of the trackers affect scorecards in any way? 

A: No 

Q: How do these fields on the scorecards appear on the reports? 

A: Very limited. Right now, under the "Coaching" Tab, you will see a breakdown of the types of scorecards filled out and the average scorecard score per rep on the right. The coaching tab will have more granular reporting (per question) soon. 

Q: Will AI be smart enough to know which scorecard to use on grading the call? 

A:  AI auto-fills the scorecard that is linked to the type of the call. The list of call types is predefined in the system. During the onboarding a customer's admin selects the industry that matches their company's best. Then they select which of the call types that the system has for that industry apply to them. The system automatically classifies calls into call types. If AI classified a call as a "Candidate Screening Call" (an call type that belongs to the "Recruiting and Staffing" industry, then it auto-fills the scorecard that is configured to be linked to this call type. No other scorecards will be auto-filled. This is how it works today. We have been receiving requests from customers for a more flexible solution. 

Q: Is there a way that a manager can only track the scorecard of their team members and not see anybody else? 

A: Currently, no. It is a request that we have been getting from customers though, so it will appear on the roadmap. 

Q: Does the person who will monitor requires a Ringsense license for them to access the flatform? 

A: Yes. They need to have a separate license. 

Q: Does the user extension that will monitor only required to have a RingEX licenses to use Ringsense? 

A: No. They can assign a RingSense license to a video pro extension for monitoring access. 

Q: Is there any way to autoprovision ringsense to new users via active directory? 

A: Not currently 

Q: Are the items under the "Context" drop-down pre-generated? 

A: Define words and phrases specific to your organization and industry. RingSense will listen for these words and phrases and more accurately capture them in Transcripts, Summary, Highlights, and other insights. 

Q: What is company Domain on organization settings? 

A: Domains used by employees in your company. RingSense will identify internal users based on emails with company domains. 

Q: What is Blocked Domain on organization settings? 

A: Define domains to exclude from RingSense. RingSense won’t pull in any calls where one or more participants have emails from blocked domains. 

Q: How long does the recording kept in RingSense data base? 

A: Currently, 1 year but they are working on through our data retention policy and once we finalize this the roadmap will include customizing the data retention period, deleting recordings, etc. These capabilities will likely land in Q3 but still confirming timing. 

Q: How long does it take before the recording or call shows on the RingSense platform? 

A: It depends on how long the call or meeting was, the speed of the upload will be in 1 is 1 basic. for example you have a 1 hr call it will take 1 hour before the data will be populated. 

Q: How does Bullhorn actually integrates with RingSense? 

A: It is a 2 way integration, the most useful part is logging calls and call insights as tasks in Bullhorn 

Q: Does the CRM needs to be integrated with RingEX before they can enable it in RingSense? 

A: Yes 

Q: For the team that are created, does the Manager/Admin role get a notification whenever there's a bad call or poorly scored call?

A: Any notifications on certain events can be sent to the manager based on the saved views. Reference article: CLICK HERE

Q: Can you set notifications in a daily, weekly or monthly summary?

A: Yes. Reference Article: CLICK HERE 

Q: Is there a way to a folder for certain group of people? If they want to be able to have a folder where all managers can share calls with each other in one folder so that they can look at them together?

A: You cannot share to specific people but using roles you can directly remove library access to agents (in most cases agents don't use it)

Q: Is there a way to customize the notification announcement when transcription is turned on just like to automatic call recording?

A: There is no way to customize the transcription message today. Customer can submit an Idea for this from the Ideas Portal.

RINGSENSE NAVATTIC DEMO: CLICK HERE