82 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.
5 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
6 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 -
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.
3 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.
10 votes -
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.
2 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 -
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.
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 -
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.
2 votes -
Add Ace AI filters and data to analytics
Currently can't customize AI sentiment enough for it to be useful.
2 votes -
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
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 teams17 votes -
AI Monthly coaching insights
When your team members view their monthly AI coaching insights, it would be great if as managers we could be able to identify who has read them and who has not.
7 votes -
Monthly Coaching Insight Email Option
Would like there to be an option for managers of teams to send coaching insights of their agents on a recurring monthly basis. This would allow managers to more easily ensure their agents have their insights ahead of coaching sessions so they have time to prep and review with their manager. Currently what is required is for the manager to individually select their agents, share the insights via an email, and send it. This is cumbersome for managers that might have 10+ agents assigned to them.
1 vote -
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.
1 vote -
Have call recording mimic that of Ring central. If set to stay with Caller have the recording stay with the caller
Have call recording mimic the setting set in Ring central. If set to stay with Caller have the recording stay with the caller. If set to stay with agent have recording stay with agent.
2 votes -
Option to skip right to the next call if you are ready before set wrap up of 10, 20, or 30 seconds
Option to skip right to the next call if you are ready before set wrap up of 10, 20, or 30 seconds
3 votes -
Assign managers to agents in bulk
We would like to have an option to assign agents to managers in bulk. Currently, we have to go to each agent and assign multiple managers manually. We would like to suggest having an option to select all managers in the list for a much quicker process.
10 votesThis feature is now available in your admin settings. You can bulk edit (upto 100 users) and assign them a specific role, manager, additional manager etc. You can find additional details in the attached gif
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