338 results found
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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 -
Search by Phone Number (Insights Tab)
On Insights you should be able to filter by a phone number and get insights (at scale) for that persons experience. This would allow you to get insights across all communication for one customer if you did not have the CRM connected.
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 -
DNIS
The ACE should contain DNIS information. So you can sort or filter by dialed number.
We have different customers that call their own specific number and would prefer to be able to sort out client specific ACE data.
Using call queues is not sufficient due to the volume of clients and changing call handling rules.
2 votes -
Ability to link scorecards to the appropriate tracker
It would be helpful to link the trackers to scorecards
1 vote -
Allow User to Ask AI Anything In the Investigate Side Panel
When clicking into investigate within the insights tab, allow the user to pose their own question versus only using the pre-defined questions at the bottom of the page.
2 votes -
Ringsense Call scoring
It appears that the issue with scorecards where you can now change a score to Yes/No/NA is fixed which is great. From there, we can just edit and submit which then shows that we monitored the call. However, if a call was scored without making any changes on the scorecard (because the AI score is already accurate) it does not notify/ show that we already monitored the call.
Plus, it would be helpful if there's a Scorecard reporting that shows agent monitored/scorecard used/scorecard score/date/and a call identifier.
7 votesI'm glad to announce that this feature has now been implemented. Any scorecard will be attributed to the managers who audited the scorecard even if they didn't make any changes to AI score. This will ensure accurate reporting for managers
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code by sales person
able to search by sales person
1 vote -
Ability to add “Host” Filter and save it without selecting a specific value.
Currently, when adding the “Host” filter, the system requires a specific host to be selected before the configuration can be saved. This limits flexibility when users want to keep the Host filter available but not restricted to a specific value.
It would be helpful if the system allowed the Host filter to remain in the configuration without requiring a selected value. This would enable users to dynamically apply the filter when needed.
Additionally, it would be beneficial if the Host filter could be prioritized or used as a replacement for other default filters, such as “Teams” or “Call Type.” This…
2 votes -
ACE Sentiment API Access
Team - We have a current customer (Relation Insurance - UID: 2077623020) who are power users for ACE and steadily growing to beyond 400 agents... They are requesting API access to the Sentiment portion of ACE. Their use case is below:
"This is a must have for all users of the product. This is one of the main use cases for using the RingSense product and the fact that we cannot export your sentiment score means we need to take the call transcripts and recalculate this ourselves so the data can interact with other system. Diminishing the value of the…
2 votesSentiment is now available as part of the ACE API payload
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Comments: Notification, Tallying and Coaching Insights
Currently we can see the # of Feedback, # of Scorecard and # of Calls listened to. But from an auditing and coaching point of view we aren't seeing a tally of # of Comments provided.
Yes this is mainly a management based platform but the comments let us know that the coached isn't just accepting the AI/manual feedback and scores, with no rebuttal or agreement.
Being able to see that Agent A received X amount of feed back, on X amount of calls and then provided X amount of comments would expand the Coaching Insights into a more comprehensive…
15 votes -
Enhanced Reporting Filters for Human-Scored Interactions and Custom Sharing Options
Advanced Filtering for Human-Scored Interactions in ReportsThe user's primary frustration is the inability to isolate calls that have been manually reviewed and scored by a human within the main reporting module. Request: Add a filter to the Reports Module that allows users to select interactions based on their scoring status (e.g., "status: scored by a human").
Problem Solved: Currently, users can see this filter in the "Interactions" view, but it is missing from the "Reports" module. Without it, the system exports thousands of AI-scored calls in Excel files, making it impossible for users to efficiently pull only the specific manual…
2 votes
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