868 results found
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Native ACE Automatic Post-Call Email Delivery for Transcripts, Recordings, and AI Notes
Customer is requesting a native ACE capability to automatically send an email after each processed call interaction containing the call transcript, call recording, and AI-generated notes/summary. The customer expects this workflow to occur automatically for every completed interaction, including calls forwarded to external numbers when recordings are available, without relying on third-party integrations such as Zapier.
2 votes -
Coaching Page – Multi-Team View and Comparison (RingSense)
Product Area: RingSense Coaching Page
Feature Title: Ability to view and compare multiple teams
Current Behavior:
At the moment, the Coaching page only allows viewing one team at a time. Users must switch between teams individually to review performance data.Requested Enhancement:
Add the ability to view multiple teams at the same time and compare them within the Coaching page.Business Justification / Use Case:
Users managing multiple teams need a faster way to compare coaching metrics across teams. The current single-team view makes it time-consuming and inefficient to analyze performance across groups.Expected Value:
Faster coaching and analysis
Easier…32 votes -
AI Receptionist should not Allow Double Booking for Appointments and Reservations
AI Receptionist should be able to recognize already booked appointment slots and prevent booking another appointment for the same date and time to avoid double booking.
This issue occurs whether the Appointment or Reservation method is selected.3 votes -
track how many calls i listen to per week
listener/manager be able to have a way to see how many calls we listen to per week and maybe how calls we receive per week
1 vote -
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.
6 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.
7 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…
5 votes -
Add Disposition Notes From Analytics To The Available Fiter Fields in ACE Advanced Filters
In the ACE Advanced Filters, Interaction Content area, Add a filter that provides ability to filtering on the data field Disposition Notes. This is different than the current filter for Call Disposition. In addition to Call Disposition filtering, we would like Call Disposition Note filtering. And make this as an available data filed as a part of the ACE API Data payload.
1 vote -
Make the topics in the Topic Cloud clickable and produce a list of calls with those topics mentioned
Make the topics in the Topic Cloud clickable and produce a list of calls with those topics mentioned
2 votes -
Search by Phone Number (Insights Tab)
On Insights you should be able to filter by a phone number and get insights (at scale) for that persons experience. This would allow you to get insights across all communication for one customer if you did not have the CRM connected.
2 votes -
AI Conversation Expert/Ringsense - exportable reports
ACE needs the ability to export Coaching Insights (Team Plan and Individual Development Plan) to PDF, Word, Excel, PPT format. This would help with third-party coaching and formal report writing. At the moment there is no facility to export this data, which is real pity as the ACE functionality is very powerful.
9 votes -
Option to configure development plan minimum required data
Option to configure development plan minimum required data.
There are months where agents will not meet ACE's minimum requirement to give a development plan. Giving us the option to adjust what is required will ensure that the agents are always provided with a development plan even with low amount of calls10 votes -
Make the Team Coaching insight printable or into a document I can share with other leaders of my org.
Make the Team Development Plan/Coaching insight printable or into a document I can share with other leaders of my org.
2 votes -
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 -
verification of staff online
I need better access/data capture to understand when my staff is logged in.
1 vote -
AI receptioninst to have the ability for callback
For AI receptionists to have the ability to callback whenever the cx leave a voicemail and requests a callback, or if there is a missed call.
2 votes -
Configurable Response Delay for AI Receptionist
Add an option to configure the delay for the AI receptionist before it starts speaking, allowing it to wait slightly longer after a caller pauses. This helps prevent the AI from interrupting callers who are still talking or pausing mid-sentence, resulting in a more natural conversation flow.
8 votes -
option to display call transcriptions alongside the call recording
option to display call transcriptions alongside the call recording
3 votes -
Score card Comment
for every questions in the "Scorecard" tab that's answerable by Yes or No should allow users(auditors) to place comments or supporting information on the particular question.
1 vote -
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
7 votes
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