786 results found
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Drill-Down Capability for ACE Insights Metrics (Call-Level Visibility)
It would be helpful if in the ACE insights section when reviewing cards, there could be the ability to drill in into each metric and view the specific calls/interactions that are contributing to those results. It could also be helpful if we could then edit and remove certain interactions from the results based on what we review in the transcripts/call recordings. Having call-level visibility behind these aggregated metrics would significantly improve usability, analysis, and coaching effectiveness.
3 votes -
Ai transcript available for admins and super admins
We noticed agents now get a transcript as the call goes by and we think this transcript should be available on https://service.ringcentral.com/ . There's multiple reasons for someone in quality, trainers or even managers, to access to their agents calls and check specific details on it and having access to that transcript already created, would make more efficient this tasks.
For example: there's one task where i have to find calls where people talk about their ailments and this is usually calls over 20min. Instead of me having to download a file > upload to a third party tool >…3 votes -
Language Selection Before Greeting
Can we please get the option to put the 'Please select English or (Secondary Language)' before the Greeting? Perhaps a toggle?
3 votes -
Option to disconnect the call if no response/dead air.
Just as there is an option under the IVR menu to disconnect the call if the caller does not enter a response, it would be best if there were a similar option in the AI Receptionist as well. This is for when the caller does not respond to the AI or is experiencing dead air.
3 votes -
US and UK license on the same user and switch outbound caller ID
The customer has a US and UK license and wants to switch between numbers on the same extension for outbound caller ID
3 votes -
RingSense_OrganisationTab_ Ability to reset the Industry field settings to their default configuration.
The customer wanted to have an option to reset he Industry field settings to their default configuration.
RingSense > Admin Settings > Organisation> Update the Industry field3 votes -
Ai notes when transfer
Have the AI notes continue after the call is being transfer to another extension without them manually restarting the AI notes
3 votes -
Air sms send text messages number limits from drop down
Air sms send text messages number limits from drop down only shows 500max, can we be able to display ALL phone numbers associated to the account? i have over 2000 programmed numbers on this system and it only allows me to see 500 and then it cuts off. its sorted numerically.
3 votes -
Enable AI Receptionist Integration with External Systems for Order Status Inquiries
Requesting the ability to integra website or order management system with the RingCentral AI Receptionist so it can automatically respond to caller inquiries related to order status.
Currently, the AI Receptionist cannot access external systems or pull real-time, customer-specific data.
3 votes -
Allow Dashboard to be available to agents
Currently, the Dashboards can only be shared with staff with Admin rights. Agents cannot see when others are on a break or at lunch. When you have a lot of agents and they cannot see whether the person before them has returned, it makes it difficult to assure proper staffing. Also, it is difficult to make sure that everyone is properly logged out at the end of the day if there is no supervisor on the shift.
3 votes -
Capability to Use Initial Toll-Free Number as an Extension for AI Receptionist
When dialing the main number and entering 877, the system should play the test call flow that demonstrates how the AI Receptionist is configured. However, instead of initiating the test mode, the call is routed through the normal Auto Receptionist call flow.
We also replicated the issue by calling a user extension and pressing 877 during the user greeting. The behavior is the same—rather than triggering the test prompt, it continues to follow the standard routing for that user.
This confirms that if the extension number being used is the initial Toll-Free Number (TFN), the test will not function as…
3 votes -
Expanded Analytics for Unresolved Calls in AIR (AI Receptionist)
Summary
Enhance AIR Analytics to provide comprehensive visibility into Unresolved Calls, including categorization, metrics, and actionable insights across all failure types: Abandoned Calls, Dropped Calls, Lost Calls, Out-of-Scope Intent, Multilingual/Dialect Failure, and other system-level or user-level breakdowns.
Problem / Opportunity
Currently, AIR Analytics offers limited insight into why certain calls go unresolved. Without detailed categorization and metrics, users cannot accurately diagnose performance issues, optimize call flows, or understand where the AI receptionist is failing. This diminishes the ability to improve customer experience and reduces confidence in the system’s accuracy and coverage.
Proposed Solution
Introduce a dedicated Unresolved Calls Analytics Module…
3 votes -
Advanced Analytics in RingSense
Identify sub-topics in the RingSense Trackers. Today, I have to read the AI Transcripts to determine what happened at the detail level. For example, in Retail, we will see a large proportion of calls with the Tracker - Shipping Delay - but there may be various causes for the delay - It could be a Shipper issue, a warehouse issue, an inventory issue, etc. This would be very helpful in communicating VoC to a broader audience, in addition to expediting the recognition of issues and trends.
3 votes -
AI Analytics - Transferred Calls
In the RingCentral AI Analytics dashboard, the data for Transferred calls is not provided by category. The Transferred by Name report does not actually show the calls that used transferred by name skill during a call.
3 votes -
AI transcription or summary
Let me know what the customer spoke about with the AI before the call is transferred to me. May be a text transcription or summary.
3 votes -
custom voice
Wondering if there is any plan to allow for voice synthesis by creating a voice sample. That way, our clients hear a familiar voice over the current AIR.
3 votes -
AI Voice Prompt/Announcement to be played before the call is connected to the receiver of the call
Amy wants a feature wherein she has the ability to have the AI Voice Prompt/Announcement to be played before the call is connected to the receiver of the call. Essentially she wants to freely change how AI Voice Prompt/Announcement is played in the system.
3 votes -
Improve AI Receptionist Transfer by Name Functionality
Summary:
Currently, to ensure proper call routing, our team must add and maintain custom rules for every employee across all AI Receptionists. This is time-consuming, not scalable, and does not align with the intended functionality of transfer by name.Request:
We request that the AI Receptionist be enhanced so that transfer by name works correctly without the need for custom rules for each employee. The system should automatically recognize active users by name across all AI Receptionists, improving efficiency and ensuring a consistent caller experience.Benefits:
Reduces administrative overhead of manually managing custom rules for each user.
Ensures transfer-by-name functionality…
3 votes -
Add AI transcription to desktop phone calls and recorded calls
Currently, only calls made through the app are transcribed and summarized with AI assistant. You should add this feature to calls made with a desktop phone, certainly if the app is open on your computer. At the very least, you should be able to send recorded calls to the AI assistant and get a summary in return
3 votes -
Contact Name AI Note Rename
• Requesting a feature to edit or rename contacts directly in the AI notes.
-requesting a feature to Update Contact Names for AI Notes:
on how to edit a contact's name and have that change reflected in the corresponding AI notes.3 votes
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