712 results found
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Prevent repeated questions.
Please implement better logic to recognize and avoid potentially redundant questions. Please prevent repeated questions from being asked by the AI receptionist.
1 vote -
Admin (human) scoring and feedback for AI receptionist calls and texts.
Please allow for admin (human) scoring and comments or feedback for AI receptionist calls and texts in the Analytics features.
1 vote -
Admin scoring of AI receptionist calls and texts.
Please allow for admin (human) scoring and comments or feedback for AI receptionist calls and texts in the Analytics features.
1 vote -
Option for the system to exclude short-duration calls from being automatically scored
This helps improve scoring accuracy by preventing incomplete or non-interactive calls from affecting evaluation results. Short calls, including voicemail transfers, accidental dials, or quick disconnects, may not contain enough conversation data for meaningful assessment. Excluding these calls ensures fairer agent evaluations, more reliable analytics, and should not be included in the monthly scorecard.
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.
2 votes -
Teach AI words it often misunderstands.
Often the AI notes will misconstrue very common or often used words that are used in my conversations. It often does not understand the name of the company I work for, and its translation can be construed as offensive by some. It also does not have the ability to understand my name and it will place other words in place of my name. If I could go in and correct or notify it when it is getting such commonly used words in my conversations incorrectly, that would be one less item to get wrong. Overall, maybe it could also teach…
1 vote -
AI Alert at Beginning of Calls
Is there or would it be possible to shorten the voice alert that notifies you each time a call is inbound or outbound that AI will be taking notes? I find the AI sometimes speaks over the top of greetings from the person on the other end of the line. Because AI is letting me know it will be taking notes, I cannot hear if someone has picked up the phone or not or what someone is saying as their greeting to the start of a call. Thank you.
1 vote -
Improve ACE Tracker with Actionable Customer Insights
Current Issues
- ACE is currently more focused on sales-related use cases and provides limited operational or customer experience insights.
- The tracker mainly captures call snippets, which makes it difficult for managers to identify broader trends or recurring issues.
- There is limited visualization of data such as graphs, sentiment tracking, or performance analytics.
- Managers and admins may struggle to quickly understand customer satisfaction levels or operational pain points.
- There is no clear categorization of issues such as delayed porting, system malfunctions, poor service experience, or unresolved customer concerns.
- Insights are not presented in a simplified and actionable format, making it harder…
3 votes -
Can we have a way to pull a pie chart report for AIR?
It would be nice to generate a pie chart that can be downloaded and shared with department heads.
1 vote -
AI Transcription correctly capture the given agent name
Requesting a feature to optimize AI transcription accuracy for agent names. Specifically, we want to ensure the system recognizes and correctly spells a designated agent's name whenever they are being captured in a recording.
3 votes -
Zero dialing with AI receptionist
When an AI Receptionist is assigned to a specific site, it should respect and trigger that site's existing 'zero-dialing' routing rules whenever a caller presses 0 during the AI greeting.
1 vote -
We currently don't have an option yet to change the phonetic spelling of a certain word so that the AI can pronounce the word correctly.
We currently don't have an option yet to change the phonetic spelling of a certain word so that the AI can pronounce the word correctly.
1 vote -
Negative Sentiment Notification
ACE should notify the immediate supervisor (Manager 1) of any detected negative sentiment. While it identifies the interaction where negative sentiment occurred, a notification will ensure that service recovery is done in a timely manner.
16 votes -
Scorecard Prompt Comment
Human reviewer should be able to edit AI's comments, most especially when manually changing the rating. While there is a field for general feedback, a prompt/parameter-specific comment is necessary to direct the agent to the exact interaction timestamps where failure or misbehavior happened, which AI may have missed to review.
Current state: AI's comment vanishes, if there is one, when the rating is manually edited.
Ideal state: Human reviewer should be able to input a comment when for that specific prompt when the rating is manually edited.14 votes -
AI Receptionist
AI would be better if it was able to take notes from callers
1 vote -
code by sales person
able to search by sales person
1 vote -
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 -
Have Lead Capture filters the questions based on the transfer by context
Lead capture on AI Receptionist should have the option to filter to specific transfer by context.
For example, lead capture A - that should only cater transfer by context A. Then Lead Capture b, should only cater transfer by context b. Current work around is all lead captures are being asked in all transfer by context. It should vary per transfer by context or department
1 vote -
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 -
Analytics on AI Receptionist
In the Analytics part of the AI Receptionist, it should also show how many calls are being transferred to an extension, eternal number and such so. Currently, we are only getting it in call history. But to track the details, we should be able to get it under Analytics.
1 vote
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