316 results found
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ACE: option to remove a survey/score on an interaction
we need an option to remove a score/survey on an interaction.
4 votes -
ACE Tracked Data over Total Interactions
The ACE Tracker should display the number of tracked interactions alongside the total number of interactions to provide better context for performance and improvement. Additionally, it should include month-over-month comparisons on the same page, allowing users to monitor trends and measure progress over time easily.
2 votes -
Increase Custom Vocabulary Limit and Support Bulk Import for AI Conversation Expert (ACE)
Currently, ACE only allows a limited number of custom vocabulary entries, making it difficult for organizations with extensive product names, client names, acronyms, and industry terminology to improve transcription accuracy.
We would like the ability to:
Increase the maximum number of custom vocabulary terms (e.g., 100–500+ terms).
Import vocabulary from CSV or Excel.
Export existing vocabulary for backup and migration.
Manage vocabulary in bulk (edit, delete, search, and categorize).This enhancement would significantly reduce administrative effort and improve transcription accuracy for enterprise customers.
2 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 -
Coaching Insights - Main Screen
For Coaching Insights, it would be helpful if the filter settings could be saved. It’s frustrating to review insights for one agent, return to the main screen, and have to reapply the filters and locate the previous page each time. Additionally, when I select to display 100 agents, that setting doesn’t persist once I click into another agent’s profile.
9 votesThanks for the valuable feedback. We are now working on an update to persist your filters on the coaching page
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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.
4 votes -
Correct AI Call notes summary and transcriptions
Customer wants to have Correct AI Call notes summary and transcriptions after every call
1 vote -
RingSense Scorecard-Non Applicable (N/A) to only be selectable as a score for specific questions
We asked for Non Applicable to be included as part of the Scorecard template. We are really happy this has been added, HOWEVER, in Admin it needs to ONLY be selectable for specific questions, not all questions. The overall scoring will be inconsistent if a Team Leader chooses N/A when it doesn't apply to that question and it should be either a Yes or a No .
When setting up the template question, there should be an option to choose whether N/A should be applied to that question.
9 votesRingSense/ACE now allows flexibility to mark a scorecard question as mandatory or optional
As an admin, you can specify which questions are optional v/s required. See the attached screenshot.
Key benefits of this feature include:
- Ensures consistent evaluations by making critical questions mandatory
- Enables flexible scoring with optional questions for non-applicable scenarios
- Gives admins tighter control over quality standards and compliance requirements
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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 -
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 -
Teach AI words it often misunderstands.
Often the AI notes will misconstrue very common or often used words that are used in my conversations. It often does not understand the name of the company I work for, and its translation can be construed as offensive by some. It also does not have the ability to understand my name and it will place other words in place of my name. If I could go in and correct or notify it when it is getting such commonly used words in my conversations incorrectly, that would be one less item to get wrong. Overall, maybe it could also teach…
2 votes -
Support Adding Similar Languages
Support Adding Similar Languages
Currently, the system does not allow two similar languages to be added. This limitation creates challenges for users who need to support multiple closely related languages or language variants.
I would like to request an enhancement to allow the addition of similar languages where needed. This would provide greater flexibility and improve support for multilingual use cases.
Thank you for considering this request. I would appreciate it if this could be reviewed for a future update.
1 vote -
Agent-Level Access to ACE Scorecards
The Scorecard tab under Coaching > Scorecard in ACE (RingSense) is currently designed for admins and managers to evaluate and score calls based on defined performance criteria and quality standards. At present, access is limited to users assigned the default Admin or Manager roles, and the feature is not available for custom roles or standard members.
It would be highly beneficial to introduce a member-level version of the Scorecard feature that allows standard users to view their own individual performance results, evaluations, and coaching metrics. Providing agents with direct visibility into their personal scorecards could improve self-awareness, encourage performance improvement,…
2 votes -
Mass export of call trascripts
The ability to mass export call transcripts from a range of dates
1 vote -
Make the topics in the Topic Cloud clickable and produce a list of calls with those topics mentioned
Make the topics in the Topic Cloud clickable and produce a list of calls with those topics mentioned
2 votes -
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 -
1 vote
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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
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