868 results found
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Bring back % of sentiment anaylsis
Old pie graph could see clearly % of negative calls for the month, needs to be brough back. No need to remove
4 votes -
AI-Powered Negative Feedback & Lawsuit Risk Alert System
We propose implementing an AI-driven feature that automatically detects potential lawsuit risks or negative client feedback across communication channels (e.g., emails, messages, support tickets). When such signals are identified, the system will trigger an immediate email notification to designated stakeholders for timely intervention.
Business Objective
Enable proactive handling of client dissatisfaction
Reduce the risk of legal escalation
Improve customer experience through real-time response
Strengthen organizational risk managementTrigger Conditions
Detection of strongly negative sentiment
Mention of legal-related keywords or phrases
Repeated complaints within a defined timeframeExpected Outcome
Faster response to critical client issues
Prevention or mitigation of potential lawsuits…1 vote -
Daily recap that highlights best call scores, lowest call scores and topics of frustrations from previous day.
Daily recap that highlights best call scores, lowest call scores and topics of frustrations from previous day. Maybe display how the day itself scores against the month or defined range of your choice.
1 vote -
Title Field for Scorecard Prompts
When reporting Scorecard results, prompts are too long. Can we add a fields/cells next to each prompt that serves as title fields that briefly describe the prompt? This makes the report cleaner and streamlined.
2 votes -
Is it possible to roll over unused AIR minutes?
Is it possible to roll over unused AIR minutes, if obviously NOT, please do, before someone else figures that out to offer as a differentiator.
2 votes -
adjust ace summary length
Allow users to set a default summary length for all outbound calls
1 vote -
AI Receptionist’s Transfer by Context feature where, when a caller uses a trigger phrase (for example, “Loan Officer”), the AI Receptionist
The customer would like to have an option in the AI Receptionist’s Transfer by Context feature where, when a caller uses a trigger phrase (for example, “Loan Officer”), the AI Receptionist asks a follow-up question before completing the transfer.
For instance, after the caller says “Loan Officer,” the AI Receptionist would respond with a clarification such as:
“Which site are you referring to? For example, New York?”
This would help ensure that the call is routed to the correct person or location based on the caller’s response.
4 votes -
Remove Transfer Confirmation & Enable Response Customization
requesting greater flexibility in the behavior of the AI Receptionist, specifically regarding call transfer interactions. Currently, the AI Receptionist requires callers to confirm before proceeding with a transfer and does not allow customization of this confirmation prompt or related responses.
5 votes -
Train the AI to customize the call summary specific to the company
Allow the end user to train the AI notetaker on the summary of calls. They could submit information specific to the company, definitions of common words and phrases used by the sales team, and specific instructions on bullet points to include in a summary. This would allow consistent notes with real objectives, and next steps to flow into the CRM.
1 vote -
Associate AIR with a specific Cost Center
Need to have AIR bundles and usage billed back to specific cost centers
4 votes -
Add a toggle in the REX role section to enable access to AIR/AIR PRO portal /feature
Hello,
a toggle at the role level in REX would be a fast way to restrict or not access to AIR portal / feature.
would it be possible to add this crucial feature.
thanks
14 votes -
Add a role management module for access levels in AIR / AIR PRO
Hello,
a role management module would allow organization to have a better security control .
in some organizations each department may strictly need to manage part of their own IVAs as well as their analytics each.would it be possible to add this crucial feature.
thanks
17 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 -
Customer should have the option to dial an extension immediately.
Customers should immediately be given the option to enter the extension of the party they would like to speak to if they choose to avoid the AIR receptionist. This would be helpful in making the process more efficient for certain customers and avoid the extra unnecessary time that will count against our useage.
1 vote -
RingSense Showing Reversed CallerID information
When receiving a call in ACE, the title shows as coming from the queue name, instead of from the caller id. The queue and caller id are reversed. This can be fixed by changing the order of the queue and caller id in the Display settings for the queue in the Admin Portal, however, doing so would then disrupt the HUD and Call Logs - displaying them incorrectly.
9 votes -
"record user name" option for AIR stand-alone accounts
Callers leaving a voicemail for an AI receptionist are hearing the user’s recorded name. The customer does not want callers to hear the person's name in the voicemail greeting. There should be an option to edit the "record user name" just like with the regular plans that RingCentral has.
1 vote -
DNIS
The ACE should contain DNIS information. So you can sort or filter by dialed number.
We have different customers that call their own specific number and would prefer to be able to sort out client specific ACE data.
Using call queues is not sufficient due to the volume of clients and changing call handling rules.
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 -
Allow User to Ask AI Anything In the Investigate Side Panel
When clicking into investigate within the insights tab, allow the user to pose their own question versus only using the pre-defined questions at the bottom of the page.
2 votes -
Integrate App call log to AIR call history
Our primary challenge is the lack of integration with the RingCentral app. We manage ten different numbers across ten markets, and we rely on identifying which number a customer called to determine their market. Currently, the AI Receptionist maintains a separate call history that does not show the "number called," forcing us to reconcile data manually. Furthermore, calls are not logged in the main RingCentral app call logs unless a caller requests a transfer. This lack of visibility defeated the efficiencies of the tool, so we reverted to using voicemail and automated missed-call texts.
5 votes
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