795 results found
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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 -
Assign managers to agents in bulk
We would like to have an option to assign agents to managers in bulk. Currently, we have to go to each agent and assign multiple managers manually. We would like to suggest having an option to select all managers in the list for a much quicker process.
11 votesThis feature is now available in your admin settings. You can bulk edit (upto 100 users) and assign them a specific role, manager, additional manager etc. You can find additional details in the attached gif
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track how many calls i listen to per week
listener/manager be able to have a way to see how many calls we listen to per week and maybe how calls we receive per week
1 vote -
Enchanced voicemail transcript
Enhance and improve voicemail transcript, as the ones currently received are of poor quality and in most cases make no sense. Sometimes the customer is getting a weird transcript which is very alarming. Not alone, it is a medical industry that received a weird message
" "I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good…
5 votes -
Allow configurable call duration threshold for keyword recognition in Trackers
Currently, in ACE (formerly known as RingSense), keyword recognition associated with Trackers generally requires calls to be longer than 2 minutes before keywords are detected and logged.
This behavior can limit the usefulness of Trackers for organizations that frequently handle short-duration calls, such as quick inquiries, confirmations, appointment scheduling, or brief customer interactions. In these cases, important keywords may still be spoken but are not captured because the call duration falls below the minimum threshold.
Proposed Enhancement:
Introduce a configurable setting that allows administrators to adjust the minimum call duration threshold required for keyword recognition in Trackers.2 votesI'm happy to announce that keyword trackers are now being applied for any calls > 10 seconds. This should help trigger trackers for brief customer interactions.
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Have call recording mimic that of Ring central. If set to stay with Caller have the recording stay with the caller
Have call recording mimic the setting set in Ring central. If set to stay with Caller have the recording stay with the caller. If set to stay with agent have recording stay with agent.
2 votes -
Summary from Searched Topic
To be able to search a topic in interaction and then generate a summary surrounding that topic. Example: Search our "application process" and have a summary generated around that topic to see what is being said to find trends/patterns.
2 votes -
AI Minutes safeguard rail (set up time limit each caller can stay with AI)
Can we have the ability to automatically end a call if AI detects that the caller is only playing around with the system? This is to protect AI minutes being consumed in a wrong way from callers who might play around with AI receptionist.
4 votes -
Ability to edit text template
For AIR + Ability to edit text template.
2 votes -
AI Lead Management in the RingCentral App
Currently, leads captured by the AI Receptionist (AIR) require users to leave the main interface and log into the Admin Portal or a CRM, which creates friction and slows down follow-up times. I propose adding a dedicated "Leads" tab directly within the RingCentral desktop and mobile apps, allowing users to view AI-captured responses, read call summaries, and initiate immediate call-backs or texts without switching platforms. Integrating this workflow natively would significantly improve "speed-to-lead" and make AIR a more powerful, cohesive tool for daily business operations.
2 votes -
metric prividing average rings to answer calls
Be able to know how long it is taking for team members to answer the phone by providing a metric that measures average rings to pick up
2 votes -
ACE: Include in Trackers and Coaching the data from the interaction where my team is not considered as the host
Currently, if there are more than one employees in a meeting, the employee's data (not the host of the meeting) is not reflected in Trackers and Coaching menus.
2 votes -
AI Receptionist Usage Counter
The feature of having usage summary. Total number minutes used. Remaining minutes. Option to export call history.
7 votes -
Add Disposition Notes From Analytics To The Available Fiter Fields in ACE Advanced Filters
In the ACE Advanced Filters, Interaction Content area, Add a filter that provides ability to filtering on the data field Disposition Notes. This is different than the current filter for Call Disposition. In addition to Call Disposition filtering, we would like Call Disposition Note filtering. And make this as an available data filed as a part of the ACE API Data payload.
1 vote -
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.
1 vote -
Expanded Analytics for Unresolved Calls in AIR (AI Receptionist)
Summary
Enhance AIR Analytics to provide comprehensive visibility into Unresolved Calls, including categorization, metrics, and actionable insights across all failure types: Abandoned Calls, Dropped Calls, Lost Calls, Out-of-Scope Intent, Multilingual/Dialect Failure, and other system-level or user-level breakdowns.
Problem / Opportunity
Currently, AIR Analytics offers limited insight into why certain calls go unresolved. Without detailed categorization and metrics, users cannot accurately diagnose performance issues, optimize call flows, or understand where the AI receptionist is failing. This diminishes the ability to improve customer experience and reduces confidence in the system’s accuracy and coverage.
Proposed Solution
Introduce a dedicated Unresolved Calls Analytics Module…
3 votes -
Enable live transcription for a specific extension/number during meetings, even if they are not the host or moderator.
Current Limitation:
Non-host/non-moderator extensions cannot independently generate transcripts; only hosts or moderators can enable transcription.Suggested Improvement:
Add per-extension transcription control, allowing admins to selectively enable transcripts and manage visibility/download permissions.Benefit:
Allows targeted team members to access transcripts without hosting or moderating, improving efficiency and record-keeping.5 votes -
Update the AI Receptionist "Call History" export to align with the account’s configured regional settings (GMT -07:00).
There is a confirmed 10-hour discrepancy between the portal and the exported reports. While the web dashboard correctly reflects the customer’s local time (MST), the exported CSV files are shifting timestamps by +10 hours.
Confirmed Details:
Customer/Site Settings: GMT -07:00
Export Behavior: Timestamps are offset by 10 hours (Confirmed by SME/SE).
Impact: This behavior makes the data unusable for daily reporting as calls are shifted into the wrong business day. SME confirmed this is currently "working as designed," so a feature update is required to allow exports to inherit local regional settings.
2 votes -
verification of staff online
I need better access/data capture to understand when my staff is logged in.
1 vote -
Configurable Data Retention Period for all AI tool
Allow administrators to set and manage the data retention period for all AI tools
Organizations may have different compliance or data governance policies. The ability to configure how long AI data are retained helps meet internal data lifecycle requirements or external regulatory obligations.
Set custom retention period (e.g., 30/60/90 days or custom date).
5 votes
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