860 results found
-
ACE Comment Notes Character Limitation (Increase from 1,000 to 5,000 characters)
Please increase the character limitation associated with Comments in the Scorecard process. Providing feedback to an agent with a 1,000-character limit is difficult. We have our QA process utilizing the Scorecards with 20 QA questions being reviewed. We need additional space for our QA reviewers to type more comments associated with each of the review attributes (questions). Please allow up to a 5,000 character (or unlimited) for the comments section within the ACE functions.
3 votes -
for ACE system, we use it to verify orders of
we have many vendors and we have many clients. when im listening to a call between one of my sales reps and a vendor in regards to a clients order, there is always most certainly multiple calls happening over the course of days or weeks, I need to quickly find and slide over to a related call between any of my staff and that vendor. based on keyword history which i normally have to find manually to cross reference and find the related call to close out any loops or ensure the flow closed out correctly for out customer.
ive…
1 vote -
Coaching Insights - Main Screen
For Coaching Insights, it would be helpful if the filter settings could be saved. It’s frustrating to review insights for one agent, return to the main screen, and have to reapply the filters and locate the previous page each time. Additionally, when I select to display 100 agents, that setting doesn’t persist once I click into another agent’s profile.
10 votesThanks for the valuable feedback. We are now working on an update to persist your filters on the coaching page
-
Bring back % of sentiment anaylsis
Old pie graph could see clearly % of negative calls for the month, needs to be brough back. No need to remove
4 votes -
AI Receptionist should not Allow Double Booking for Appointments and Reservations
AI Receptionist should be able to recognize already booked appointment slots and prevent booking another appointment for the same date and time to avoid double booking.
This issue occurs whether the Appointment or Reservation method is selected.3 votes -
Copied Numbers with decimal (dots) will not dial
In the US, many people and companies use decimals (dots) as the separator for their phone numbers, instead of a dash.
For example: 123.345.6789. If you copy this number and paste it in the dialer it is not recognized as a phone number. You must manually remove the dots for it to work.
Please add recognition of the dots between characters as a valid separator, as long as the number format is correct.
2 votes -
Expand RC Glip AI “Summarize” to support selectable time ranges (not only Unread)
Please add the ability to summarize messages by selectable time range, not only Unread. Suggested options:
Unread (keep as default / current behavior)
Today
Yesterday
Last 7 days (or Last week)
Custom time range (start date/time – end date/time)
Suggested UX:Keep single-click = Summarize Unread.
Add a dropdown/secondary menu on the summarize icon (or show options when there are no unread messages) to choose Today / Yesterday / Last 7 days / Custom.
For Custom, allow selecting a start/end date-time and summarize messages within that interval.
The generated summary should indicate which time range was summarized.
Why this is…1 vote -
Increase Custom Vocabulary Limit and Support Bulk Import for AI Conversation Expert (ACE)
Currently, ACE only allows a limited number of custom vocabulary entries, making it difficult for organizations with extensive product names, client names, acronyms, and industry terminology to improve transcription accuracy.
We would like the ability to:
Increase the maximum number of custom vocabulary terms (e.g., 100–500+ terms).
Import vocabulary from CSV or Excel.
Export existing vocabulary for backup and migration.
Manage vocabulary in bulk (edit, delete, search, and categorize).This enhancement would significantly reduce administrative effort and improve transcription accuracy for enterprise customers.
2 votes -
AIR: Prevent Global Intent Reset on Standalone "Yes/No" Responses
Currently, when the AI Receptionist (AIR) presents a specific option to a caller (such as offering to send a self-scheduling link via SMS), a standalone, single-word negative response like "No" or "Nope" defaults to a global platform-level reset.
Because the LLM interprets a flat "No" as a closure of the active branch based on language probabilities, it clears the active intent memory and completely restarts the interaction by asking the root prompt, "Is there anything else I can help you with?" or "How can I help you?"
We request a feature enhancement that gives administrators true deterministic control over binary…
2 votes -
send notification for Lead via email
Set up and send AIR Leads to Customers email
2 votes -
Printable Feedback Report in RingSense
Description:
Currently, RingSense feedback reports are only available for download in CSV format. While this works for data manipulation, it does not meet customer needs for sharing Quality Control feedback with agents and leadership in a clear, presentable format.Customer Request:
The customer is requesting the ability to export feedback reports in a printable format, such as PDF (preferred) or another easily shareable, formatted file type.Business Impact:
CSV files require additional manual formatting before they can be shared or printed
Agents and leadership need a clean, ready-to-use feedback summary
Printable reports would improve usability, adoption, and operational efficiency for…
7 votes -
AI Receptionist’s Transfer by Context feature where, when a caller uses a trigger phrase (for example, “Loan Officer”), the AI Receptionist
The customer would like to have an option in the AI Receptionist’s Transfer by Context feature where, when a caller uses a trigger phrase (for example, “Loan Officer”), the AI Receptionist asks a follow-up question before completing the transfer.
For instance, after the caller says “Loan Officer,” the AI Receptionist would respond with a clarification such as:
“Which site are you referring to? For example, New York?”
This would help ensure that the call is routed to the correct person or location based on the caller’s response.
4 votes -
AI Receptionist Voice Response
It would be better if there were a setting to control how quickly the AI receptionist reads our greeting, and perhaps include a pause to make it sound more natural.
10 votes -
Add the option to export AI notes and transcripts through the admin portal
It would be extremely helpful for our org to export AI transcripts and summaries from the admin portal similar to how we can download call recordings. A bulk feature would be even better.
51 votes -
Add a field displaying the total weight of all questions when creating a scorecard.
Add a field displaying the total weight of all questions when creating a scorecard. This feature would facilitate the creation of larger scorecards by allowing users to easily track how much they are over or under the allotted 100% without manually summing the weights of all questions
4 votes -
Silence Transcribing Announcement
There should be an option to silence the announcement that plays when AI is starting to transcribe a note. This announcement is loud, and it speaks over us greeting our clients. It's confusing to our clients and sometimes results in them hanging up the call because they think they're calling the wrong establishment.
79 votes -
SMS usage download discrepancy
should provide accurate information for sms usage download that shows correct number segmentation
2 votes -
Have the ability to delete just a call recording rather than the full interaction
Under retention settings it is possible to have different retention periods for recordings vs transcripts vs insights, yet when you need to delete one manually you can only delete the entire interaction. The ability to have granular control on a per-interaction basis is useful if you need to delete a recording for PCI or other reason, but still need the insights or transcript.
4 votes -
DentaCon integration for AIR
The Customer uses a CRM called "DentaCon" and he wants this integrated with AIR.
1 vote -
Better Detailed Instructions
More detailed instructions on WHAT to put in trackers, scorecards, insights, filters, etc. There are great how to's on HOW to create everything, but there isn't nearly enough on what to put in anything to get the system to understand what to score and how to score it correctly.
Ex: How to help the system understand not to score something even with call types, filters and the contents not existing in the call because it doesn't pertain.1 vote
- Don't see your idea?