176 results found
-
Negative Sentiment Notification
ACE should notify the immediate supervisor (Manager 1) of any detected negative sentiment. While it identifies the interaction where negative sentiment occurred, a notification will ensure that service recovery is done in a timely manner.
18 votes -
Coaching Page – Multi-Team View and Comparison (RingSense)
Product Area: RingSense Coaching Page
Feature Title: Ability to view and compare multiple teams
Current Behavior:
At the moment, the Coaching page only allows viewing one team at a time. Users must switch between teams individually to review performance data.Requested Enhancement:
Add the ability to view multiple teams at the same time and compare them within the Coaching page.Business Justification / Use Case:
Users managing multiple teams need a faster way to compare coaching metrics across teams. The current single-team view makes it time-consuming and inefficient to analyze performance across groups.Expected Value:
Faster coaching and analysis
Easier…19 votes -
Scorecard Prompt Comment
Human reviewer should be able to edit AI's comments, most especially when manually changing the rating. While there is a field for general feedback, a prompt/parameter-specific comment is necessary to direct the agent to the exact interaction timestamps where failure or misbehavior happened, which AI may have missed to review.
Current state: AI's comment vanishes, if there is one, when the rating is manually edited.
Ideal state: Human reviewer should be able to input a comment when for that specific prompt when the rating is manually edited.14 votes -
Enable Custom Field Mapping for RingSense–Zoho Integration
Currently, RingSense call details for the RingSense–Zoho integration are only visible within the description field. Advanced call logging information appears solely in the body/description section of the Zoho call record.
We request the ability to use custom field mapping within Zoho—similar to what is available in Zapier—so users can configure and map specific RingSense call details to the appropriate Zoho fields. This would provide greater flexibility, improve data structure, and enhance reporting capabilities.
32 votes -
RingSense - ZOHO Integration Transcript in the description
Currently, the transcript is populating in the description of Zoho CRM along with the summary and insights. The customer is asking if we can remove it from the description and move it elsewhere.
As a workaround, the customer has completely disabled the transcript on the RS integration side.
26 votes -
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 -
Enhanced Text Formatting in Comment Fields
It would be really helpful to have basic formatting options when leaving feedback in RingSense, such as the ability to bold, italicize, or underline key points, as well as add line breaks or bullet points.
Right now, all feedback gets lumped into one block of text, which can make it harder for agents to follow or prioritize what’s most important. Even simple formatting tools (like Markdown or a basic WYSIWYG editor) would go a long way in improving clarity and coachability.
17 votes -
Allow RingEX Super admins to designate ACE Licence users as ACE admins in ACE licencing page.
ACE Admin left, account deleted now we need a support ticket to administer the system.
I'd also like to add give all RingEX super admins ACE admin access (Only) no access to supervisor, calls, logs or transcripts required, just admin to manage groups/access etc. So they can admin without requiring the consumption of an ACE licence.
6 votes -
Notifications for RingSense Tracker
Would like to have the convenience receiving reports/notification when RingSense Tracker was triggered by (any of these):
Keyword/Phrase Detection
Concept/Intent Tracking
Speaker-Specific Triggers
Post-Call Processing6 votes -
Improve ACE Tracker with Actionable Customer Insights
Current Issues
- ACE is currently more focused on sales-related use cases and provides limited operational or customer experience insights.
- The tracker mainly captures call snippets, which makes it difficult for managers to identify broader trends or recurring issues.
- There is limited visualization of data such as graphs, sentiment tracking, or performance analytics.
- Managers and admins may struggle to quickly understand customer satisfaction levels or operational pain points.
- There is no clear categorization of issues such as delayed porting, system malfunctions, poor service experience, or unresolved customer concerns.
- Insights are not presented in a simplified and actionable format, making it harder…
3 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 -
AI Conversation Expert/Ringsense - exportable reports
ACE needs the ability to export Coaching Insights (Team Plan and Individual Development Plan) to PDF, Word, Excel, PPT format. This would help with third-party coaching and formal report writing. At the moment there is no facility to export this data, which is real pity as the ACE functionality is very powerful.
3 votes -
Correct AI Call notes summary and transcriptions
Customer wants to have Correct AI Call notes summary and transcriptions after every call
1 vote -
copilot integration with ACE to pull interaction summaries
copilot 365 currently is able to search across a given users Microsoft data like emails/ MS teams meetings and messages, would be great if it could also pull in ACE(or AI Notes) recorded transcripts and summaries. could enable things like:
Find all my correspondence with John in the last two weeks
What did I quote on my call this morning with Bill2 votes -
Option for the system to exclude short-duration calls from being automatically scored
This helps improve scoring accuracy by preventing incomplete or non-interactive calls from affecting evaluation results. Short calls, including voicemail transfers, accidental dials, or quick disconnects, may not contain enough conversation data for meaningful assessment. Excluding these calls ensures fairer agent evaluations, more reliable analytics, and should not be included in the monthly scorecard.
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.
3 votes -
Option to configure development plan minimum required data
Option to configure development plan minimum required data.
There are months where agents will not meet ACE's minimum requirement to give a development plan. Giving us the option to adjust what is required will ensure that the agents are always provided with a development plan even with low amount of calls2 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.
2 votes -
Use browser timezone by default for call timestamp while exporting call list
Use the browser timezone by default for call timestamp while exporting call list, and there should be an option to change the timezone for exported ACE call reports
2 votes -
ACE: option to remove a survey/score on an interaction
we need an option to remove a score/survey on an interaction.
2 votes
- Don't see your idea?