328 results found
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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 -
Create a report of randomized QA calls for each agent over a specific period of time
Create a report of randomized QA calls for each agent over a specific period of time
1 vote -
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 -
Connect Trackers, Scorecards, and CSAT
Enable users to attach a quality scorecard and CSAT survey to a Tracker within the ACE Portal.
If Trackers are intended to surface the moments that matter most in the customer journey, connecting a scorecard would show how effectively the company responded in that moment. Linking the related CSAT feedback would add the customer’s perspective, providing a complete view of both operational performance and customer sentiment.
Together, these capabilities would create a closed-loop communication engine that helps teams identify service gaps, recognize emerging risks, and proactively engage customers before an issue becomes an escalation or contributes to customer loss.
1 vote -
Filter Insights by Tracker
A user should be able to filter all insights by tracker to further understand friction and customer sentiment while doing research.
1 vote -
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 -
Native ACE Automatic Post-Call Email Delivery for Transcripts, Recordings, and AI Notes
Customer is requesting a native ACE capability to automatically send an email after each processed call interaction containing the call transcript, call recording, and AI-generated notes/summary. The customer expects this workflow to occur automatically for every completed interaction, including calls forwarded to external numbers when recordings are available, without relying on third-party integrations such as Zapier.
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 -
1 vote
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ACE Tracker Conditions
Would be nice to have more conditions with the key words. Like and or.
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 -
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 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 -
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 -
edit transcripts
Ability to edit the transcript where the AI has 'misheard' the agent and then show when the edit has been made and by who, along with the ability to see the original transcript text
28 votes -
multi channel call recording should be avaiable regardless if customer have ACE active to the account
Multi-channel call recording should be available regardless of whether a customer has ACE active on the account because recording capability serves broader operational, compliance, and business needs that extend beyond a single feature set.
1 vote
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