780 results found
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Feature Request: Correct Pronunciation by AIR
AIR often says names wrong. We are a clinic and it often refers to our doctors as "D R (pause) Smith" rather than "Doctor Smith." Would like the ability to provide guidance to AIR for how to pronounce names and correct mistakes like saying "D-R" rather than "doctor." Attaching a transcript where it shows "Dr. Fraser" but is saying it as "D R (long pause) Fraser."
2 votes -
1 vote
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LeadDocket Integration
You already have an integration for Filevine, it would be wonderful to have an integration for Lead Docket as well since they're developed by the same company.
1 vote -
Feature Request: AI Receptionist to query Hubspot/Salesforce CRMs for data
We are developing AIR to handle the majority of inbound calls. It would be great if AIR could query our CRM to retrieve delivery information for order numbers. At the moment we can emulate this functionality by uploading an Excel spreadsheet with delivery info in it, but that's a static document that is updated frequently. Retrieving information from our service management CRM would be incredibly powerful.
1 vote -
Integrating AI for Recruiters to take transcript and apply a template to it to organize information
Integrating AI like ChatGPT for Recruiters to take transcript and apply a template to it to organize the information
1 vote -
AI Transcription Announcement Unnecessary.
When AI transcribe is turned on, the caller gets an awkward message about it. I realize it may "seem" necessary from a disclosure standpoint, but they are about to leave a message anyway. They will be recorded and they know that. Not to mention the fact that I get a transcript of the call after the fact anyway. So maybe it's a moot point, but it doesn't seem necessary to tell them AI is transcribing them when they're about to be recorded, which is much more intense. I don't think the disclosure is necessary.
1 vote -
Setting to Prioritize AI Receptionist Transfer to Extension
Have a setting that will prioritize transferring the call to intended extensions rather than the knowledge hub first.
1 vote -
Export scorecard data
Ability to exportscorecard data into csv files.
This can be used to measure improvement over time for specific teams or individuals, correlate data with external measures, and provide better reporting insights that can impact revenue using the tool.
42 votesThank you so much for your valuable feedback. I'm pleased to announce that we've now released this feature.
We've released the following new reports:
- Scorecard report - Shows how agents are performing on scorecards. Use it to spot trends, identify where agents are struggling, and turn scoring data into coaching opportunities. (part of this feature request)
- Saved views report - Generates a report based on a saved view from your Interactions page. Use it to download interaction info for review, performance monitoring, or sharing.
- Development plan report - Tracks how many development plans are created and shared, and with which agents. Use it to monitor coaching activity and consistency over time.
- Users export report - Generates a roster of users with details like managers, roles, and license assignments. Use it for audits, access reviews, and keeping external records up to date.
Additionally, you can now schedule reports with the following…
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Please limit Coaching so that each individual user should be able to view their own Coaching instead of the entire team.
Please limit Coaching so that each individual user should be able to view their own Coaching instead of the entire team.
Admins or Super Admins should be able to see the entire team or entire organization but each individual user does not need to have access to other users coaching.
Please let me know once this has been implemented.1 vote -
Multi-language setup for ai transcript
it would be awesome to have a multi-language setup for the AI transcription language, my team normally has to call clients in both languages, and when they switch languages or the AI language is setup for the incorrect language the AI makes a complete mess with the transcription
1 vote -
RingSense x RingCentral call analytics
It would be great if you integrated RingCentral analytics into RingSense dashboard, in order to pair the data for inbound / outbound calls. That we can create reports with call grading and the initial call data.
2 votes -
Scheduled Callbacks
We should be able to "transfer" a callback to an agent so follow ups can be tracked and be queued for the representative when they are available
4 votes -
In RingSense, let your customer choose call types from other industries in the organization settings
RingSense currently requires organizations to select a single industry, which auto-assigns predefined Call Types. This creates limitations for companies whose operating model spans multiple industries and functions. As a REIT, our business includes real estate (leasing), property management, home services, customer care, and accounts receivable/collections, all supported by cross-trained associates. Because of this, no single industry preset fits our operation.
We need the ability to fully customize Call Types independent of industry selection and have those Call Types follow the associate or skill profile, not remain tied only to the industry or queue.
2 votes -
AIR Functionality: Order Status and Tracking Information
Can we get the AIR to be able to read a spreadsheet or PDF of order information so the customers can get their order info over the phone or via text message? I tried it out with a Ring Central specialist and we were not able to get it to work.
1 vote -
Have incoming calls go to Voicemail while on an active call and not interrupt the current call
While on an active call system would activate and send incoming calls to voicemail with no interruption to the existing call you are currently on.
1 vote -
AIR - External Transfer using Transfer by Context
Customer has multiple external numbers that needs to ring using the transfer by context. We created a custom rule on one of the extensions (Ext 101) to ring the numbers. However, AI receptionist still indicates the name of the extension prior transferring the call. It could be better if AI receptionist will instead state the name of the rule or give a category to select of which rule the context is intended to be transferred and AIR will indicate the name of the rule instead of the name of the extension.
1 vote -
Include conversations with AI Receptionist to be processed by ACE.
Include conversations with AI Receptionist to be processed by ACE.
1 vote -
Total login event on Utilization Report
Currently the utilization report # of logins counts unique login days and not total number of logins within a given day. Customers look for total logins when searching utilization reports.
1 vote -
Sync RingCX and RingSense customer data
Currently RingSense interaction data and transcripts just say "customer". If we/an employee has created a customer profile in RingCX during a call, that customers name should transfer over, and should also be a searchable field when trying to bring up past calls/transcripts.
9 votes -
You need to create the ability to have the AI Receptionist line be the line that rings if no one answers their line.
make it an option to have the AI receptionist be an option for call routing. For example if I don't answer the line and the person that is next doesn't answer then it goes to the AI receptionist. Similar to the way a operator or receptionist would have in a real office setting
2 votes
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