Call Disposition Tagging & AI-Based Call Categorization
Feature Title:
Call Disposition Tagging & AI-Based Call Categorization
Summary:
Customer is requesting the ability to track and categorize calls more efficiently within their estimate queue. Specifically, they want a way to tag calls with predefined dispositions or use AI to automatically classify calls based on content.
Requested Functionality:
- Manual Call Disposition Feature:
- Allow agents to select a call disposition after each call.
Suggested disposition labels:
- Bookable Lead
- Not a Lead
- Callback Later
- Spam / Wrong Number
- AI-Powered Call Classification (Optional):
- Use RingCentral AI to automatically analyze call recordings or transcripts.
- AI should suggest or assign a disposition based on the conversation.
- Integration with RingCentral Analytics or CRM (optional).
Business Use Case:
The team uses RingCentral to handle inbound and outbound estimate calls. There is currently no structured way to tag or track the nature of each call. Adding this feature would help improve reporting, follow-up actions, and agent productivity by organizing call outcomes.
Current Limitations:
- No built-in disposition tagging in RingCentral MVP.
- RingCentral AI (e.g., RingSense) does not auto-tag call types with custom lead classifications.
- Manual logging is time-consuming and inconsistent across agents.
4
votes
