786 results found
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Disable User Ability to Turn Off and On AI Call Notes
Disable the User's Ability to Turn AI Call Notes On and Off. Only the admin can turn on and off the setting on the admin portal.
1 vote -
I would like a summary of all calls to scan for questions from customers to build a list of frequently asked questions.
Provide a periodic summary/report that scans transcripts of all calls (ingoing and outgoing) for questions that customers ask which will contribute to building a list of frequently asked questions. The intent is after a year or so, we will have a list of 100+ frequently asked questions that we can then train our employees with and arm them with responses to the questions. We can also train an AI agent to respond to these questions once they are all gathered and compiled.
1 vote -
export scorecard
Export Scorecard from specific call
From within a specific call in Interactions, it would be good if you could export a scorecard from the Scorecard tab, perhaps as a PDF (a bit like the transcript). Currently it seems the only way to get the data is to do a Scorecard Report but you can't target specific calls this way.
1 vote -
Log SMS feature through ACE Integrations (eg. Bullhorn)
Allow ACE to include SMS logging to reflect to supported CRMs such as Bullhorn
1 vote -
1 vote
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Flag Calls - Hide from agent, visible only by admins/supervisors
Customer request: Ability to hide calls from agents if highly sensitive and/or calls that they do not want to impact an agent's score, yet keep the recording available for specified supervisors to use and review.
Idea would be to manually move sensitive calls into a shared folder that only specific managers can access. It should be hidden from the agent once moved, and marked private
1 vote -
Expose ACE Conversation Topics in Salesforce Activity Records
Summary
Enable the ACE Salesforce integration to populate the AI-generated Topics from the ACE Overview tab into the corresponding Salesforce Activity record.Business Need
Customers use the AI-generated Topics as a quick summary of what was discussed during a call. Having this information available directly within the Salesforce Activity record would eliminate the need for users to switch between ACE and Salesforce, improving efficiency and providing better visibility into customer interactions.Requested Enhancement
Add support for syncing the AI-generated Topics from the ACE Overview page to Salesforce Activity records.
Allow administrators to configure the destination field(s) (e.g., Activity Description, Custom…1 vote -
Make it easier to modify After Hours call routing
Our company has to change the routing for After Hours calls frequently. Not daily, but once or twice each week.
Currently, the only way to do that is to follow this long path...Phone System > Groups > Call Queues > Primary Call Queue > Call Handling and Agents > After Hours > How to handle calls during after hours
That's a lot of clicking. I dread it each time I have to change it. And, it can only be done in a browser. There's no setting in the mobile app for this.
Please consider providing access to this and possibly…
1 vote -
Automatic email for follow-up generated post call
After a call is completed, the system will generate your preferences for a follow-up email and send directly to the user.
1 vote -
Deskphone Pairing and HUD features working at the same time
Managers who enable Desk Phone Pairing lose the HUD Monitor/Whisper/Barge controls. Disabling Desk Phone Pairing immediately restores them. Employees can remain paired and still be monitored, so the limitation appears to exist only on the supervisor side. Supervisors should be able to use AI Call Notes and Call Monitoring simultaneously without toggling Desk Phone Pairing.
1 vote -
AIR Automated Call Routing Based on Threshold Percentage
Some feedback for an enhancement to AIR from a CDP Partner I met with on Friday. They have had several customers using AIR that have gone over their minutes, and while we have the email notifications (not verified, but it was suspected that they went into a spam folder), they brought up a suggestion for a future enhancement. (Note: we did go over the newer email threshold settings and email recipients pending release.)
The enhancement was to have a setting based on the threshold percentage set to automatically route calls to an IVR, Extension, or Queue when that threshold is…
1 vote -
ACE Tracker Conditions
Would be nice to have more conditions with the key words. Like and or.
1 vote -
AVA follow-up prompt structure like common LLMs like ChatGpt, Gemini etc.
The Customer raised a concern in regards to AVA. They are able to utilize it but they want to have an option for a follow-up prompt like ChatGPT or Gemini.
Because of that, they are forced to use third party Chatbots for ACE.1 vote -
Custom responses to objections in live AI coaching
I use a flip chart with common objections and custom responses that I want my team to make. I would love the ability to somehow integrate that in the AI Conversation Expert
1 vote -
ACE HubSpot Integration: Include Call Recordings in HubSpot Call Logs
Currently, the call logs that get auto-generated in HubSpot when a call is populated in ACE include all relevant call/transcript details except for a directly-playable recording.
Requesting an update to the logs that are populated by the ACE HubSpot integration so that they include an embedded call recording playback option.
1 vote -
AI Receptionist Email Transcripts
The AI Receptionist is used for after hours at our company and should be able to email out transcripts of calls as the voicemails already do. Im in IT and should'nt have to go into the admin portal to send off transcripts to our Sales team.
1 vote -
Re-run a different scorecard when wrong call type is initially suggested
We have scorecards run based on the preselected call type assigned by the system. When the system is incorrect in selecting scorecard the call must now be manually scored. I'd like a way to update or re-run a call through when the call type is updated.
1 vote -
Correct AI Call notes summary and transcriptions
Customer wants to have Correct AI Call notes summary and transcriptions after every call
1 vote -
Enhanced functionality for AI Summary / Notes (beta)
I just used the AI Notes/Summary beta in Video Meetings for the first time, and it worked really well. Since it's in beta, I thought I might submit a couple ideas early on:
Once the Summary has been generated, allow the user to adjust the level of detail provided in that summary (i.e. dial up/down a "detail" attribute).
Provide the user with a prompt box, with the ability to ask questions against the Summary and/or Transcript of the meeting. This could possibly be a text box on a right-side panel next to the generated content, that gives the user a…
1 vote -
Have the option to change receptionist to customer support.
I would like the ability to remove any mention of receptionist from AI speak to customer support. My company does not have receptionist.
1 vote
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