88 results found
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RingCX and ACE | Option to control what is heard in call recording in ACE
Currently, the agent segment recording settings in a RingCX voice queue does not have an option to pick a recording perspective which causes CX calls to be recorded on both sides of the call. It would be helpful to have control over the recording perspective for the agent segment recording.
6 votes -
Sub Account Architecture within ACE for RingCX
In order for ACE to be a true solution for a BPO customer, we need for the solution to follow our RingCX sub account architecture. What belongs with Sub Account A within RingCX should be within ACE for Account "A" and so on and so forth. Without this architecture we risk muddying the analytics and conversational intelligence across different industries and intents, not to mention the data integrity of our clients. I'd imagine for non BPO, this would be important for varying lines of business that require segregation from one another as well.
5 votes -
Adding Columns to ACE
Add columns like client Name and email/phone number to the Ring Sense Interactions list
7 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
4 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.
4 votesWe're currently working on this feature
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eliminate calls that are less than a minute to not show in Interactions in RingWEM
It would be helpful if we can eliminate the calls that are less than a minute to show in the interaction and being scored by AI.
3 votes -
Negatively score long hold times
Currently, the scorecard does not take into account how long the caller was placed on hold by an agent. I have an agent call that was graded an 8, but the caller had been placed on hold for over 4 minutes. That should be a negative/detriment to the score. I want to propose the ability to add a criteria that if the caller was on hold over x minutes, dock the score.
4 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.
3 votes -
AI recording for monitoring or recording
On out bound calls the recording is playing but customers hanging up thinking it is spam. Issue is for incoming and out going is the same recording. This should be 2 separated recording so inbound and outbound can be different. The default is of for inbound but we need to add a different message letting out customers they are receiving an inbound call from our company with the recording/monitoring message.
2 votes -
Integrate/Include Email as a Supported Digital Channel in RingSense for CX
Email is a fundamental RingCX digital channel type for customer interactions on RingCX.
We propose that Email be implemented and included as a fully supported digital channel for analysis within RingSense for CX.
This is an essential addition for two key reasons:
It enables truly comprehensive customer journey analysis, providing a complete picture across all digital interactions from clients being handled by agents on RingCX.
It allows customers to fully realise the value of RingSense for CX by incorporating this critical dataset for completeness of insights.
Thank you for your consideration.
11 votes -
Drill-Down Capability for ACE Insights Metrics (Call-Level Visibility)
It would be helpful if in the ACE insights section when reviewing cards, there could be the ability to drill in into each metric and view the specific calls/interactions that are contributing to those results. It could also be helpful if we could then edit and remove certain interactions from the results based on what we review in the transcripts/call recordings. Having call-level visibility behind these aggregated metrics would significantly improve usability, analysis, and coaching effectiveness.
3 votes -
Add Ace AI filters and data to analytics
Currently can't customize AI sentiment enough for it to be useful.
3 votes -
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.
2 votes -
Train Ringsense with Our Policies, SOPs & Training Materials
To make Ringsense even more helpful, we can upload our internal policy documents, SOPs, training manuals, and guides directly into the platform. This would allow Ringsense to answer questions and provide support based on our actual procedures and documentation—cutting down on manual lookups and boosting accuracy in day-to-day operations.
✅ Supports formats like PDFs, DOCs, and other common file types
✅ Great for onboarding, compliance, and consistent support
✅ Scales knowledge-sharing across teams19 votes -
Flag Calls - Hide from agent, visible only by admins/supervisors
Customer request: Ability to hide calls from agents if highly sensitive and/or calls that they do not want to impact an agent's score, yet keep the recording available for specified supervisors to use and review.
Idea would be to manually move sensitive calls into a shared folder that only specific managers can access. It should be hidden from the agent once moved, and marked private
1 vote -
Expose ACE Conversation Topics in Salesforce Activity Records
Summary
Enable the ACE Salesforce integration to populate the AI-generated Topics from the ACE Overview tab into the corresponding Salesforce Activity record.Business Need
Customers use the AI-generated Topics as a quick summary of what was discussed during a call. Having this information available directly within the Salesforce Activity record would eliminate the need for users to switch between ACE and Salesforce, improving efficiency and providing better visibility into customer interactions.Requested Enhancement
Add support for syncing the AI-generated Topics from the ACE Overview page to Salesforce Activity records.
Allow administrators to configure the destination field(s) (e.g., Activity Description, Custom…1 vote -
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.
1 vote -
Make it easier to modify After Hours call routing
Our company has to change the routing for After Hours calls frequently. Not daily, but once or twice each week.
Currently, the only way to do that is to follow this long path...Phone System > Groups > Call Queues > Primary Call Queue > Call Handling and Agents > After Hours > How to handle calls during after hours
That's a lot of clicking. I dread it each time I have to change it. And, it can only be done in a browser. There's no setting in the mobile app for this.
Please consider providing access to this and possibly…
1 vote -
RingSense_OrganisationTab_ Ability to reset the Industry field settings to their default configuration.
The customer wanted to have an option to reset he Industry field settings to their default configuration.
RingSense > Admin Settings > Organisation> Update the Industry field3 votes -
ACE Recordings: Need a fiel to leave a comment that is ONLY viewable by Admins. So I can record caller's name OR policy # or other notes.
I want a note field on the recording where I can add notes that are ONLY viewable by RC Admins. This will make it easier for us when offering feedback to the agent. It will also help us mark it with customer info like an account #, etc.
1 vote
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