831 results found
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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 field displaying the total weight of all questions when creating a scorecard.
Add a field displaying the total weight of all questions when creating a scorecard. This feature would facilitate the creation of larger scorecards by allowing users to easily track how much they are over or under the allotted 100% without manually summing the weights of all questions
4 votes -
Silence Transcribing Announcement
There should be an option to silence the announcement that plays when AI is starting to transcribe a note. This announcement is loud, and it speaks over us greeting our clients. It's confusing to our clients and sometimes results in them hanging up the call because they think they're calling the wrong establishment.
79 votes -
SMS usage download discrepancy
should provide accurate information for sms usage download that shows correct number segmentation
2 votes -
Have the ability to delete just a call recording rather than the full interaction
Under retention settings it is possible to have different retention periods for recordings vs transcripts vs insights, yet when you need to delete one manually you can only delete the entire interaction. The ability to have granular control on a per-interaction basis is useful if you need to delete a recording for PCI or other reason, but still need the insights or transcript.
4 votes -
DentaCon integration for AIR
The Customer uses a CRM called "DentaCon" and he wants this integrated with AIR.
1 vote -
Better Detailed Instructions
More detailed instructions on WHAT to put in trackers, scorecards, insights, filters, etc. There are great how to's on HOW to create everything, but there isn't nearly enough on what to put in anything to get the system to understand what to score and how to score it correctly.
Ex: How to help the system understand not to score something even with call types, filters and the contents not existing in the call because it doesn't pertain.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 -
Add the option to export AI notes and transcripts through the admin portal
It would be extremely helpful for our org to export AI transcripts and summaries from the admin portal similar to how we can download call recordings. A bulk feature would be even better.
48 votes -
Correct AI Call notes summary and transcriptions
Customer wants to have Correct AI Call notes summary and transcriptions after every call
1 vote -
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 -
exclude internal calls from syncing to CRM
Ability to exclude internal calls from syncing to CRM
1 vote -
option to display call transcriptions alongside the call recording
option to display call transcriptions alongside the call recording
3 votes -
Option to disable the prompt in AI to select language and automatically detect whatever language is spoken by the caller
Option to disable the prompt in AI to select language and automatically detect whatever language is spoken by the caller. It is a better experience to be completely natural: if the caller speaks English, continue in English; if the caller starts speaking Portuguese, automatically continue in Portuguese without asking them to select or confirm a language.
1 vote -
AI Receptionist Caller Identifier
A call is coming through the AI receptionist, and we want to be able to identify if it's an EMERGENCY call or not. The EMERGENCY call will be identify by the AIR with a single word.
If it's an Emergency, I need to identify who is the person calling. To identify that person, I want the AIR being able to ask the name of the person calling and ask for a license number.
The AIR must be able to have this person on file and understand, which client it is.From there, I want the AIR to transfer the phone…
2 votes -
AI Receptionist - Ability to disable transfer confirmation message
AI is always asking a confirmation "Got it, I'm preparing to assist with your sales inquiry. I can transfer you to our sales team. Would you like me to do that?" before the transfer.
A setting to remove this confirmation message to transfer the call directly after triggering the context rule would be more efficient.10 votes -
notes on deskphone call - through desktop app
Would like to see notes/summary on a call that is initiated through desktop app - but using paired desk phone. Currently the record feature works - but AI won't transcribe the recording.
21 votes -
RingSense Scorecard-Non Applicable (N/A) to only be selectable as a score for specific questions
We asked for Non Applicable to be included as part of the Scorecard template. We are really happy this has been added, HOWEVER, in Admin it needs to ONLY be selectable for specific questions, not all questions. The overall scoring will be inconsistent if a Team Leader chooses N/A when it doesn't apply to that question and it should be either a Yes or a No .
When setting up the template question, there should be an option to choose whether N/A should be applied to that question.
9 votesRingSense/ACE now allows flexibility to mark a scorecard question as mandatory or optional
As an admin, you can specify which questions are optional v/s required. See the attached screenshot.
Key benefits of this feature include:
- Ensures consistent evaluations by making critical questions mandatory
- Enables flexible scoring with optional questions for non-applicable scenarios
- Gives admins tighter control over quality standards and compliance requirements
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Allow Organization-Level Customization of Scorecard Performance Distribution Ranges
Title: Allow Organization-Level Customization of Scorecard Performance Distribution Ranges
Product Area: Scorecards / Performance Management
Background
Currently, Scorecard Performance Distribution ranges are fixed globally and cannot be customized at the organization level. The available performance categories are limited to predefined score thresholds:
Exceeds
Meets
Did Not MeetThese thresholds apply uniformly across all organizations regardless of differing operational standards, evaluation frameworks, or business requirements.
Current Limitation
Organizations have no ability to:
Configure custom score ranges for performance bands
Rename performance categories to align with internal terminology
Define organization-specific evaluation thresholds
Adjust distributions based on business units or operational models
Requested…2 votes -
Configurable Timeout and Fallback Suppression for AI Receptionist
The AI Receptionist is currently dropping caller context due to a hardcoded platform-side fallback prompt. The system autonomously injects the phrase, "Please let me know how I can assist you. I'm here to help." during brief processing pauses (e.g., while the model is fetching a Knowledge Base result) or occasionally immediately after the initial greeting before the caller has a chance to respond.
Currently, there is no way to disable this generic fallback prompt or extend the silence-timeout threshold from the Admin Portal.
Business Impact
When this hardcoded prompt fires prematurely, callers assume the AI has reset or lost their…2 votes
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