868 results found
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Rerun scorecard in ACE
If a scorecard has already been used to review a call and the scorecard is updated with different questions, after the fact, there should be option to re-run the call through the scorecard to get a more accurate grade.
2 votes -
AI Receptionist to clarify names first to correctly connect the call to the right user extension
AI Receptionist to clarify names first to correctly connect the call to the right user extension
6 votes -
Add a filter on ACE for the Insights and CSAT tabs
Add a filter on ACE for the Insights and CSAT tabs to be able to filter by Campaign Type
5 votes -
RingCX AI Quality Management — Support question-level comments stored within the scorecard and a single combined submit action
RingCX AI Quality Management — Support question-level comments stored within the scorecard and a single combined submit action
Product / Area: RingCX — AI Quality Management (RingSense for RingCX), Scorecards & Coaching
Reference Case: 32448054
Current Behavior
[1] Scorecard ratings and reviewer feedback/comments are separate objects; both attach to the interaction but not to each other.
[2] There is no field to capture a comment against an individual scorecard question or answer, including when a reviewer selects a negative ("No") response.
[3] Reviewers must save scorecard rating edits and enter feedback as distinct actions, which leads to repeated scorecard submission…3 votes -
DentaCon integration for AIR
The Customer uses a CRM called "DentaCon" and he wants this integrated with AIR.
1 vote -
Scorecard draft
It appears that once a review is completed, the only available action is Submit. Submitting the evaluation automatically sends it to the Coaching tab, where it becomes immediately visible to the agent. A Save as Draft option would be beneficial, allowing evaluations to be saved and reviewed before final submission.
4 votes -
Removing of Scorecard from Interaction
The ability to remove a scorecard from an interaction that shouldn't have been scored with it. The system doesn't seem to understand to not score something that doesn't pertain, even with filters and call types being correct, but we can't remove the scorecard or mark all answers as NA. It then skews the score and it shouldn't be.
3 votes -
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 -
Add Independent Controls for RingCX ACE Recording and Transcription
Feature Request:
Request the ability to independently enable or disable call recording and transcription in RingCX ACE.
Current Behavior:
Recording and transcription are currently tied together. The available configuration is effectively all-or-nothing, meaning administrators cannot disable transcription while continuing to retain the call recording, or disable recording while retaining transcription.Requested Enhancement:
Provide separate configuration controls for:Call Recording
Call TranscriptionThis would allow administrators to choose whether to:
Record and transcribe the interaction
Record the interaction without transcription
Transcribe the interaction without retaining the recording, where technically supported
Disable both recording and transcriptionBusiness Use Case:
Customers may need…4 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 -
To configure the RingCentral AI Receptionist to transfer calls to a Message-Only Extension using the 'Search Extension' option under 'Add R
To configure the RingCentral AI Receptionist to transfer calls to a Message-Only Extension using the 'Search Extension' option under 'Add Rule'."
6 votes -
Allow Administrators to Hide the ACE Tab from Non-Manager Roles
I would prefer that non-manager users not even see the ACE tab within their Ringcentral app.
6 votes -
exclude internal calls from syncing to CRM
Ability to exclude internal calls from syncing to CRM
1 vote -
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 -
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 -
Fax are being tagged as call
AI Receptionist intercept incoming fax from the main company number as a Phone Call and consume my AI Receptionist usage and not receiving the incoming fax on operators extension
9 votes -
Notification Alert when Caller Is Unhappy or Displeased
AI Receptionist determines caller's demeanor and sends notification alert for dissatisfied, displeased, or angry callers.
1 vote -
Create a report of randomized QA calls for each agent over a specific period of time
Create a report of randomized QA calls for each agent over a specific period of time
1 vote -
omassist
Add Omassist as a CRM integration option in the AI Receptionist's Lead Capture skill, allowing captured leads to be sent directly to Omassist instead of other CRM destinations.
6 votes -
Connect Trackers, Scorecards, and CSAT
Enable users to attach a quality scorecard and CSAT survey to a Tracker within the ACE Portal.
If Trackers are intended to surface the moments that matter most in the customer journey, connecting a scorecard would show how effectively the company responded in that moment. Linking the related CSAT feedback would add the customer’s perspective, providing a complete view of both operational performance and customer sentiment.
Together, these capabilities would create a closed-loop communication engine that helps teams identify service gaps, recognize emerging risks, and proactively engage customers before an issue becomes an escalation or contributes to customer loss.
1 vote
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