786 results found
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RingSense: Allow for if/then questions on scorecards or optional questions.
For both RingSense for Sales and RingSense for RingCx.
Not every call will follow the exact same flow, thus there needs to be if/then logic that allows for additional questions IF they apply. AND/OR as a different option, it would be nice to add ‘not applicable’ as an additional response option within the "Yes/No" response type. As it stands today, the only options are yes or no.
4 votesYou can now mark questions as required or optional in ACE
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4 votes
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RingSense: Call Transcripts should be Integrated with Salesforce
Customer feedback: Have an API that sends the transcript to Salesforce. RingSense to send call transcripts to Salesforce.
Significance: Once the call has successfully been transcripted by RingSense the entry should be sent or integrated with Salesforce.
4 votesOur Salesforce integration allows RingSense to send transcripts (and additional information) to Salesforce.
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Click on sentiments and analysis and get deeper info on content
When you click on call details and go to overall analysis on sentiment, energy, talk time filler words. It would be great to have double click option to see what those filler words were, when they were used, when the longest monologue was. Ideally, would be able to click and jump directly to that section of the recording.
4 votes -
Integration with MS Teams
Request to have integration between RingSense and MS Teams (ability to import recordings into RingSense for Sales). This could open up a huge SAM since we have a lot of customers using the Embedded App.
4 votes -
Offer coaching advice to the managers aka AI Coach/Copilot
When a manager wants to give feedback, he goes and @mention his direct report and starts typing coaching advice, RingSense should give them recommendations. "Here is a Tedtalk video/article/podcast suggestion."
4 votesWe introduced AI Coaching Insights feature that covers this need, but does it slightly differently - AI produces periodic coaching session drafts per agent with areas of strength and opportunities for improvement, based on all of that agent's interactions. The manager can decide which of these suggestions to use in a coaching session.
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Clean up and shorten the document formatting of the downloadable transcription in RingSense
Some customers are using RingSense to capture call transcriptions of calls. The RingSense transcript download file (PDF) is formatted beautifully, however it is very inefficient from a document space management standpoint. with calls between 60 and 90 minutes, call transcript downloads are close to 50-60 pages in the PDF.
4 votes -
Add opt-out for AI Notes/transcription
Add the option for callers to opt-out of AI Notes/transcription in the IVR menu. Currently, the only way to turn off AI Notes is either globally or manually by the agent, which is error prone due to it being a manual process.
3 votes -
Disable the AI Receptionist prompt from repeating the phone number and stating the "+1" country code prefix at the beginning of the greeting
The AI Receptionist should skip reading the raw string data and the "+1" prefix, transitioning seamlessly into the core menu options or custom greeting without announcing structural routing data.
3 votes -
ACE - Need new Industry for IT Support
This way, the industry is clearly defined and can be distinguished from broader categories like Information Technology or Professional Services.
3 votes -
AI receptionist key presses
The AIR (AI Interactive Response) system now allows customers to add a dual-option key press menu, functioning exactly like a standard IVR.
Key Features:
Hybrid Navigation: Callers can either speak naturally to the AI or use their dial pad (e.g., "Press 1 for Sales").Direct Routing: Key presses instantly forward callers to specific extensions, call queues, external numbers, or voicemails.
Flexibility: Great for callers in noisy environments who prefer touch-tone buttons over voice commands.
3 votes -
Eliminate verbal fillers from AI receptionist.
Eliminate non-functional verbal fillers (e.g. "Just a sec, I noted that down") from AI receptionist's speech patterns.
3 votes -
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 -
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.
3 votes -
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.
3 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 -
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…
3 votes -
option to display call transcriptions alongside the call recording
option to display call transcriptions alongside the call recording
3 votes -
AIR | Ability to customize conversation style
For Tone: Update the System Instructions to include: 'Act as an empathetic and patient receptionist. Prioritize a warm and welcoming tone over efficiency.'
There should be a specific settings accessible for this and not just picking the avatar or voice profile.
3 votes -
Override company name spelling in ACE
If the company name is spelled incorrectly within the transcription, We should be able override it to always spell it correctly.
3 votes
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