328 results found
-
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 -
Improve RingSense/ACE Caller Identification: Distinguish External Employee Calls from Customer Calls
Current Behavior:
When internal employees (such as field technicians) call in to the office, RingSense/ACE recognizes them as "customers." As a result, the conversation between the dispatcher and the internal employee is misclassified and labeled as a "customer-facing" interaction instead of a "company internal conversation."Requested Feature / Enhancement:
Provide a mechanism within RingSense/ACE to identify, tag, or register specific phone numbers (such as employee cell phones) as "Internal" or "Employee." When a call takes place involving these recognized numbers, the AI should accurately classify the interaction as a "company internal conversation" rather than defaulting to a "customer-facing" label.Business…
2 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 -
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.
3 votes -
ACE: option to remove a survey/score on an interaction
we need an option to remove a score/survey on an interaction.
4 votes -
AI Chat Bot
I would like a Ai chat bot that I can discuss calls with. I can help me develop quick coaching messages for my team develobed from the overall call revie and my feedback. That way I can take notes durring the call, and with a push of a button, develop that into a coaching message for my. team. I currently do this by taking the transcript and my call notes and putting them into chatGPT. It evealuates my notes and the call, makes coaching suggestions I missed, and writes a concise coaching message I can share with my team via…
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.
2 votes -
for ACE system, we use it to verify orders of
we have many vendors and we have many clients. when im listening to a call between one of my sales reps and a vendor in regards to a clients order, there is always most certainly multiple calls happening over the course of days or weeks, I need to quickly find and slide over to a related call between any of my staff and that vendor. based on keyword history which i normally have to find manually to cross reference and find the related call to close out any loops or ensure the flow closed out correctly for out customer.
ive…
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,…
3 votes -
Not require a comment on manual scorecard scoring
It's super annoying to have to type a comment every time i review a field that AI missed on the scorecard. If i want to just select NO then let me do it. or at least have an option to disable that. It's making things take way too long.
1 vote -
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 -
Rerun scorecard in ACE
If a scorecard has already been used to review a call and the scorecard is updated with different questions, after the fact, there should be option to re-run the call through the scorecard to get a more accurate grade.
1 vote -
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
-
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 -
Removing of Scorecard from Interaction
The ability to remove a scorecard from an interaction that shouldn't have been scored with it. The system doesn't seem to understand to not score something that doesn't pertain, even with filters and call types being correct, but we can't remove the scorecard or mark all answers as NA. It then skews the score and it shouldn't be.
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 -
Move questions on sorecards up and down
We need to be able to move the questions up and down on the scorecards. Need the ability to shift them up and make my own order.
1 vote -
exclude internal calls from syncing to CRM
Ability to exclude internal calls from syncing to CRM
1 vote
- Don't see your idea?