96 results found
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Custom Recipient Selection & Follow-Up Options for Feedback Requests
Currently in ACE You cannot choose who reviews your call. Feedback requests are automatically assigned only to direct managers, making it impossible to send requests to different managers or supervisors.
Request: Add a "Request Feedback From" dropdown so agents can select specific managers/supervisors, or peers.
2) Currently in RingCentral ACE you cannot request additional feedback. Once feedback is complete, there is no option to ask for follow-up feedback or reopen the feedback thread for the same call.
Allow users to submit a follow-up feedback request on an already-reviewed call, complete with a note field (e.g., "Can you double-check timestamp 02:15?").
7 votes -
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 -
Configurable Auto-Fail Questions for QA Scorecards
Please add the ability to designate specific QA scorecard questions as "auto-fail" criteria. If an agent does not comply with a question marked as auto-fail, the entire scorecard should automatically score as 0, regardless of performance on other questions.
This is needed to properly enforce critical compliance requirements, including:
HIPAA
Florida call recording law
PCI-DSSCurrently there's no way to flag these items as non-negotiable within the scorecard itself, which makes it harder to consistently enforce zero-tolerance compliance standards across QA evaluations.
4 votes -
Add Independent Controls for RingCX ACE Recording and Transcription
Feature Request:
Request the ability to independently enable or disable call recording and transcription in RingCX ACE.
Current Behavior:
Recording and transcription are currently tied together. The available configuration is effectively all-or-nothing, meaning administrators cannot disable transcription while continuing to retain the call recording, or disable recording while retaining transcription.Requested Enhancement:
Provide separate configuration controls for:Call Recording
Call TranscriptionThis would allow administrators to choose whether to:
Record and transcribe the interaction
Record the interaction without transcription
Transcribe the interaction without retaining the recording, where technically supported
Disable both recording and transcriptionBusiness Use Case:
Customers may need…3 votes -
Adding Columns to ACE
Add columns like client Name and email/phone number to the Ring Sense Interactions list
9 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.
5 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…2 votes -
Scorecard draft
It appears that once a review is completed, the only available action is Submit. Submitting the evaluation automatically sends it to the Coaching tab, where it becomes immediately visible to the agent. A Save as Draft option would be beneficial, allowing evaluations to be saved and reviewed before final submission.
2 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.
4 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
5 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.
5 votesWe're currently working on this feature
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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 -
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.
5 votes -
Add Ace AI filters and data to analytics
Currently can't customize AI sentiment enough for it to be useful.
5 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.
3 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
4 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 -
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.
2 votes -
Add a filter on ACE for the Insights and CSAT tabs
Add a filter on ACE for the Insights and CSAT tabs to be able to filter by Campaign Type
1 vote -
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
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