831 results found
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Disable the AI Receptionist prompt from repeating the phone number and stating the "+1" country code prefix at the beginning of the greeting
The AI Receptionist should skip reading the raw string data and the "+1" prefix, transitioning seamlessly into the core menu options or custom greeting without announcing structural routing data.
3 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 -
Conditional Routing: Resolve Inquiries via FAQ/KB Prior to Live Transfer
Desired call flow:
1. Caller requests an agent or live representative.
2. AI intercept: "I can certainly help you with that. To ensure I connect you with the right person, may I ask what you are calling about?"
3. AI attempts resolution via knowledge base/faqs.
4. If the issue remains unresolved or the caller is unsatisfied, AI then routes to a live representative.To optimize AIR's functionality, it would be beneficial to implement a call transfer delay option when requested by the caller. Instead of immediate transfer, AIR should first inquire about the caller's questions and attempt to address them…
12 votes -
Move questions on sorecards up and down
We need to be able to move the questions up and down on the scorecards. Need the ability to shift them up and make my own order.
2 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 -
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 -
report for AI assistant transferred indicating extentions transfered
AI call history should indicate ai transfered calls & which ext its transfered to
6 votes -
AIR - Add Toggle to Disable Speech Ingestion During Greeting
Currently if someone is talking, caller is on speakerphone, or there is noise in the background during the AIR mandatory greeting, AIR will ingest this speech and then respond to it immediately after its greeting has finished.
Suggest that some form of admin control is added that can effectively stop AIR from listening/responding to speech while it is voicing its greeting.
2 votes -
Call Screening option for AI receptionist
AI Receptionist to have an option to screen callers and identify them as spam or robocalls.
4 votes -
Notifications for RingSense Tracker
Would like to have the convenience receiving reports/notification when RingSense Tracker was triggered by (any of these):
Keyword/Phrase Detection
Concept/Intent Tracking
Speaker-Specific Triggers
Post-Call Processing6 votes -
ACE - Need new Industry for IT Support
This way, the industry is clearly defined and can be distinguished from broader categories like Information Technology or Professional Services.
3 votes -
Language Selection Before Greeting
Can we please get the option to put the 'Please select English or (Secondary Language)' before the Greeting? Perhaps a toggle?
5 votes -
The AIR (AI Receptionist) has the ability to customize the "soft skills" used for its conversation/Response style.
The AIR (AI Receptionist) has the ability to customize the "soft skills" used for its conversation/Response style.
11 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 -
New Skill Request: Send Emails
AIR should be able to send emails during the call the same way it can send text messages. Applications are endless:
1. It could be used to send scheduling links if people prefer email over text.
2. It could be used to send the transcript of the call to an internal ticketing system
3. It could be linked to many other AI and automation tools that are triggered by emails (much more flexible than SMS triggers)More ideas in the comments!!
16 votes -
Forwarding of calls from user extension to AI receptionist
Enabling call forwarding from the user extension to an AI receptionist
18 votes -
Feature Enhancement Request: AIR (AI Receptionist) – Option to Disconnect Call After Lead Capture
Request Summary:
Add a configurable option within AIR (AI Receptionist) that allows calls to automatically disconnect after the lead capture process is completed, instead of routing the caller to an extension or another destination.Current Behavior:
At present, AIR automatically routes calls to a configured extension or destination once lead capture is complete. There is currently no option to end the call immediately after the caller’s information has been successfully collected.Requested Enhancement:
Introduce a setting or toggle that enables administrators to choose between:Routing the call after lead capture (current behavior)
Disconnecting the call after lead capture is completed…
4 votes -
Improve RingSense/ACE Caller Identification: Distinguish External Employee Calls from Customer Calls
Current Behavior:
When internal employees (such as field technicians) call in to the office, RingSense/ACE recognizes them as "customers." As a result, the conversation between the dispatcher and the internal employee is misclassified and labeled as a "customer-facing" interaction instead of a "company internal conversation."Requested Feature / Enhancement:
Provide a mechanism within RingSense/ACE to identify, tag, or register specific phone numbers (such as employee cell phones) as "Internal" or "Employee." When a call takes place involving these recognized numbers, the AI should accurately classify the interaction as a "company internal conversation" rather than defaulting to a "customer-facing" label.Business…
2 votes -
Allow RingEX Super admins to designate ACE Licence users as ACE admins in ACE licencing page.
ACE Admin left, account deleted now we need a support ticket to administer the system.
I'd also like to add give all RingEX super admins ACE admin access (Only) no access to supervisor, calls, logs or transcripts required, just admin to manage groups/access etc. So they can admin without requiring the consumption of an ACE licence.
6 votes -
Add Ace AI filters and data to analytics
Currently can't customize AI sentiment enough for it to be useful.
5 votes
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