860 results found
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Pronoun Preference Support in AI Notes
The AI Notes feature is incorrectly inferring a user's gender based on their name and generating notes with incorrect pronouns.
Customer Feedback:
The customer's name is Dana, and the AI Notes system is automatically referring to them using female pronouns (she/her). The customer has indicated that he identifies as male and prefers he/him/his pronouns.Requested Enhancement:
Add the ability for users or administrators to define preferred pronouns within their user profile or account settings. AI-generated notes, summaries, transcripts, and other generated content should reference the user's specified pronouns rather than making assumptions based on name recognition.Business Impact:
Improves accuracy…
6 votes -
Under trackers in ACE, allow the ability to export the topics of frustration comments.
Under trackers in ACE, allow the ability to export the topics of frustration comments.
8 votesWe're currently working on this feature
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Agents Request Specific Feedback
When an agent requests feedback on a specific call, it would be handy to allow them to add notes to the request in order for them to explain what it is that they specifically want feedback on. Currently we get no indication, so have to speak to the agent before we can then offer the feedback.
5 votes -
RingSense Showing Reversed CallerID information
When receiving a call in ACE, the title shows as coming from the queue name, instead of from the caller id. The queue and caller id are reversed. This can be fixed by changing the order of the queue and caller id in the Display settings for the queue in the Admin Portal, however, doing so would then disrupt the HUD and Call Logs - displaying them incorrectly.
9 votes -
Improve ACE Tracker with Actionable Customer Insights
Current Issues
- ACE is currently more focused on sales-related use cases and provides limited operational or customer experience insights.
- The tracker mainly captures call snippets, which makes it difficult for managers to identify broader trends or recurring issues.
- There is limited visualization of data such as graphs, sentiment tracking, or performance analytics.
- Managers and admins may struggle to quickly understand customer satisfaction levels or operational pain points.
- There is no clear categorization of issues such as delayed porting, system malfunctions, poor service experience, or unresolved customer concerns.
- Insights are not presented in a simplified and actionable format, making it harder…
6 votes -
RingCX AI Quality Management — Support question-level comments stored within the scorecard and a single combined submit action
RingCX AI Quality Management — Support question-level comments stored within the scorecard and a single combined submit action
Product / Area: RingCX — AI Quality Management (RingSense for RingCX), Scorecards & Coaching
Reference Case: 32448054
Current Behavior
[1] Scorecard ratings and reviewer feedback/comments are separate objects; both attach to the interaction but not to each other.
[2] There is no field to capture a comment against an individual scorecard question or answer, including when a reviewer selects a negative ("No") response.
[3] Reviewers must save scorecard rating edits and enter feedback as distinct actions, which leads to repeated scorecard submission…3 votes -
Haitian Creole language on AI receptionist
Needed additional language which is Haitian Creole language on AI receptionist.
2 votes -
AI Receptionist – Ability to Read Calendar Event Details and Answer Caller Inquiries
I would like to request an enhancement to RingCentral AI Receptionist's Appointment Booking skill that would allow it to access and interpret calendar event titles and descriptions, not just check availability and book appointments.
Currently, the Appointment Booking skill is limited to scheduling available time slots. It would be beneficial if AI Receptionist could also recognize existing appointments and provide callers with relevant information, such as appointment dates, times, and details.
This feature would improve the customer experience, reduce manual inquiries, and make appointment management more efficient.
Access to appointment details should be subject to appropriate caller verification and privacy…
2 votes -
increase lead questions
My costumer would like to be able to add more than 5 lead questions in his AI Receptionist .
Costumer has a law firm.
Increase the limit to 10–12 custom questions, or allow for Conditional Logic/Branching so that the AI can gather more nuanced data points based on the case type selected by the caller.Impact: Expanding this feature will allow the AI Receptionist to function as a true "Intake Specialist" for professional services, significantly reducing the manual follow-up time required by legal staff.
13 votes -
Removing of Scorecard from Interaction
The ability to remove a scorecard from an interaction that shouldn't have been scored with it. The system doesn't seem to understand to not score something that doesn't pertain, even with filters and call types being correct, but we can't remove the scorecard or mark all answers as NA. It then skews the score and it shouldn't be.
3 votes -
Call Screening option for AI receptionist
AI Receptionist to have an option to screen callers and identify them as spam or robocalls.
6 votes -
Bypass AI Receptionist Greeting
For the AI Assistant, when I call it first has to go through the entire greeting before it can recognize/process verbal commands to connect me to a call. Is there anyway to bypass this so I can make it so verbal commands can be heard right away during the greeting?
16 votes -
Real time Availability of the call transcript
This is not a new feature I am proposing but rather an suggestion to enhance the efficiency of the advisors.
This transcription will help reduce the amount they spend in offline aux because they can dump this transcription to Gemini AI and generate a clear and organized documentation without missing any details
With this from 4- 5 minutes offline aux this will cut down their offline aux in less than 2 minutes
So far the transcription will take about 5 - 10 minutes before it finalize the result
7 votes -
AI Receptionist
A call is coming through the AI receptionist, and we want to be able if it's an EMERGENCY call or not. The EMERGENCY call will be identify by the AIR with a single word.
If it's, I need to identify who is the person calling. To identify that person, I want the AIR being able to ask the name of the person calling and ask for a license number.
The AIR must be able to have this person on file and understand, which client is it.From there, I want the AIR to transfer the phone to our appropriate team…
5 votes -
Please add a way to share Coaching insights with other managers or anyone really, like HR staff etc.
Please add a way to share Coaching insights with other managers or anyone really, like HR staff etc.
6 votes -
Email AI Receptionist Call History Summary After Each Call
Description:
Add an option for the AI receptionist to automatically email a detailed summary of each call once the call ends.Details:
The email should be sent immediately after the call concludes.
The content and layout of the email should match exactly what is displayed when clicking on the call in the AI receptionist’s call history interface.
Include all available details, such as:
Caller name
Phone number
Date and time of the call
Duration
Call status (answered, missed, transferred, etc.)
Department or person transferred to (if applicable)
Full conversation transcript
Any assigned tags or notes
Caller location and caller ID…
48 votes -
Feature Enhancement Request: AIR (AI Receptionist) – Option to Disconnect Call After Lead Capture
Request Summary:
Add a configurable option within AIR (AI Receptionist) that allows calls to automatically disconnect after the lead capture process is completed, instead of routing the caller to an extension or another destination.Current Behavior:
At present, AIR automatically routes calls to a configured extension or destination once lead capture is complete. There is currently no option to end the call immediately after the caller’s information has been successfully collected.Requested Enhancement:
Introduce a setting or toggle that enables administrators to choose between:Routing the call after lead capture (current behavior)
Disconnecting the call after lead capture is completed…
5 votes -
Spam calls to not be billed in AIR
I enabled AI Receptionist Spam Detection at High and configured Telemarketing, Silent, and Echo calls to Hang Up. The feature correctly identifies these calls as Spam and disconnects them.
However, the calls are still reaching my AI Receptionist for approximately 30–40 seconds before detection and each spam call is consuming my purchased AIR minutes.2 votes -
Coaching page (Scorecard tab)
On the Coaching page (Scorecard tab), the platform consistently defaults to the first letter and categorizes the teams in alphabetical order.
For example, the customer prefers the Sales Team to be displayed. Although the Sales Team is selected, the platform reverts to the Commercial Team after the user logs out and logs back in.
2 votes -
Ability to configure the AI Receptionist (AIR) to provide exact responses based on FAQs.
Allows the AI receptionist to be configured to provide exact, consistent responses to FAQs while presenting all available options without requiring follow-up questions.
13 votes
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