850 results found
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Conditional Routing: Resolve Inquiries via FAQ/KB Prior to Live Transfer
Desired call flow:
1. Caller requests an agent or live representative.
2. AI intercept: "I can certainly help you with that. To ensure I connect you with the right person, may I ask what you are calling about?"
3. AI attempts resolution via knowledge base/faqs.
4. If the issue remains unresolved or the caller is unsatisfied, AI then routes to a live representative.To optimize AIR's functionality, it would be beneficial to implement a call transfer delay option when requested by the caller. Instead of immediate transfer, AIR should first inquire about the caller's questions and attempt to address them…
12 votes -
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.
2 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 -
Sub Account Architecture within ACE for RingCX
In order for ACE to be a true solution for a BPO customer, we need for the solution to follow our RingCX sub account architecture. What belongs with Sub Account A within RingCX should be within ACE for Account "A" and so on and so forth. Without this architecture we risk muddying the analytics and conversational intelligence across different industries and intents, not to mention the data integrity of our clients. I'd imagine for non BPO, this would be important for varying lines of business that require segregation from one another as well.
5 votes -
report for AI assistant transferred indicating extentions transfered
AI call history should indicate ai transfered calls & which ext its transfered to
6 votes -
AIR - Add Toggle to Disable Speech Ingestion During Greeting
Currently if someone is talking, caller is on speakerphone, or there is noise in the background during the AIR mandatory greeting, AIR will ingest this speech and then respond to it immediately after its greeting has finished.
Suggest that some form of admin control is added that can effectively stop AIR from listening/responding to speech while it is voicing its greeting.
2 votes -
Notifications for RingSense Tracker
Would like to have the convenience receiving reports/notification when RingSense Tracker was triggered by (any of these):
Keyword/Phrase Detection
Concept/Intent Tracking
Speaker-Specific Triggers
Post-Call Processing6 votes -
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 -
Language Selection Before Greeting
Can we please get the option to put the 'Please select English or (Secondary Language)' before the Greeting? Perhaps a toggle?
5 votes -
ACE Recordings: Need a fiel to leave a comment that is ONLY viewable by Admins. So I can record caller's name OR policy # or other notes.
I want a note field on the recording where I can add notes that are ONLY viewable by RC Admins. This will make it easier for us when offering feedback to the agent. It will also help us mark it with customer info like an account #, etc.
3 votes -
The AIR (AI Receptionist) has the ability to customize the "soft skills" used for its conversation/Response style.
The AIR (AI Receptionist) has the ability to customize the "soft skills" used for its conversation/Response style.
11 votes -
New Skill Request: Send Emails
AIR should be able to send emails during the call the same way it can send text messages. Applications are endless:
1. It could be used to send scheduling links if people prefer email over text.
2. It could be used to send the transcript of the call to an internal ticketing system
3. It could be linked to many other AI and automation tools that are triggered by emails (much more flexible than SMS triggers)More ideas in the comments!!
16 votes -
Forwarding of calls from user extension to AI receptionist
Enabling call forwarding from the user extension to an AI receptionist
18 votes -
Combine all reporting into a single platform instead of a different one for every product + a whole separate RSI one.
It's incredibly frustrating that none of the tools share information, each have their own reporters, and there's a whole third RSI reporter without any easy links to it anywhere in EX or CX. Literally anything when working with these two products involves bumbling around each one's reporter until you find out the metrics you're looking for are measured by an entirely different reporter elsewhere. It's a similar experience to trying to navigate the endless nondescript menus to do anything else in these products as well.
1 vote -
Feature Enhancement Request: AIR (AI Receptionist) – Option to Disconnect Call After Lead Capture
Request Summary:
Add a configurable option within AIR (AI Receptionist) that allows calls to automatically disconnect after the lead capture process is completed, instead of routing the caller to an extension or another destination.Current Behavior:
At present, AIR automatically routes calls to a configured extension or destination once lead capture is complete. There is currently no option to end the call immediately after the caller’s information has been successfully collected.Requested Enhancement:
Introduce a setting or toggle that enables administrators to choose between:Routing the call after lead capture (current behavior)
Disconnecting the call after lead capture is completed…
4 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 -
CSV download option for Reports in ACE
The Customer currently is unhappy with ACE, in regards to its Reports feature. The PDF export file that's available for download does not fit their workflow. They need more details on the actual export file.
The PDF only shows what the reports show in the surface. Unlike the actual ACE reports, it doesn't provide a breakdown on what the graph shows and the needed details per interaction. They want at least to have an option to download an CSV file for the ACE reports, identical to RingCentral Analytics.1 vote -
Auto Receptionist Timer
Add a customizable timeout feature for unresponsive callers, allowing the AI to either automatically disconnect the call or route it to voicemail.
Implement a no-response timer that gives users the option to have the AI drop the call or transfer it to voicemail after a set period of silence.
1 vote -
Request: When all Claims Team calls process in ACE, the customer wants to be able to make snips/cuts to a call whenever clients make statem
Request: When all Claims Team calls process in ACE, the customer wants to be able to make snips/cuts to a call whenever clients make statements about the events of the incident. The process would be to hit Share > Edit/Trim call > then they would remove all contents but for the statement issued by their client > save and send.
Their claims team equals 80 seats priced at $21,882 for lost ARR if we do not get this deployed. The customer has verbally agreed in recording that they will renew with RC if we can achieve this for them.
Customer:…
1 vote
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