795 results found
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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 -
Prevent repeated questions.
Please implement better logic to recognize and avoid potentially redundant questions. Please prevent repeated questions from being asked by the AI receptionist.
2 votes -
Drill-Down Capability for ACE Insights Metrics (Call-Level Visibility)
It would be helpful if in the ACE insights section when reviewing cards, there could be the ability to drill in into each metric and view the specific calls/interactions that are contributing to those results. It could also be helpful if we could then edit and remove certain interactions from the results based on what we review in the transcripts/call recordings. Having call-level visibility behind these aggregated metrics would significantly improve usability, analysis, and coaching effectiveness.
3 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 -
AI Transcripts to Email
Call transcripts should be able to be sent to email instead of accessing only via the Ring Central admin portal.
The idea behind this is to reduce the places someone would have to check for the status of the AI receptionist missed calls or unresolved calls. Also if an IT dept wanted to use this for afterhours, by sending the transcript to an email it can then be pushed into their ticketing system with details of what the caller needed if the AI helped or not.5 votes -
AI Receptionist Voice Response
It would be better if there were a setting to control how quickly the AI receptionist reads our greeting, and perhaps include a pause to make it sound more natural.
9 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.
2 votes -
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 -
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…
1 vote -
Development Plan Share Date Reporting
Within the ACE Coaching UI, we can see relative information indicating how many days ago an agent reviewed a coaching plan. The downloadable Development Plans report shows that an automated plan was generated, but it does not appear to include whether the plan was shared with the agent, when it was shared, or when the agent reviewed it.
Can RingCentral provide exportable reporting containing the following fields for each development plan?
Agent name and email
Manager name and email
Coaching period
Plan created date/time
Plan shared date/time
User who shared the plan
Agent reviewed date/time
Current plan statusIf these…
1 vote -
Enhancement to the appointment scheduling system.
Hi Team,
We would like to request an enhancement to the appointment scheduling system.
Currently, each appointment type can only be assigned to a single calendar. We would like the ability to assign multiple calendars to a single appointment type. This feature would allow appointments of the same type to be scheduled across multiple team members or calendars, improving availability, flexibility, and scheduling efficiency.
Requested Enhancement:
Allow more than one calendar to be associated with each appointment type.
When a client books an appointment, the system should consider the availability of all assigned calendars and schedule the appointment accordingly, based…1 vote -
train the AIR by letting them listen to our recorded calls to help it understand how we talk with our clients and answer their questions
Since we are recording all our calls through Ring Central why not put those calls into the knowledge hub to teach our AIR how we speak to our clients, how we answer their questions, and all the different scenarios we deal with on a daily.
1 vote -
AI receptionist to connect calls only to operator voicemail during after hours
AI receptionist to connect calls only to operator voicemail during after hours and not attempt to ring extensions even if callers asked to be connected to a user
1 vote -
Monthly Coaching Insight Email Option
Would like there to be an option for managers of teams to send coaching insights of their agents on a recurring monthly basis. This would allow managers to more easily ensure their agents have their insights ahead of coaching sessions so they have time to prep and review with their manager. Currently what is required is for the manager to individually select their agents, share the insights via an email, and send it. This is cumbersome for managers that might have 10+ agents assigned to them.
2 votes -
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 -
Improve AI/IVR Case Creation Logic to Prevent Duplicate or Incorrect Support Cases
Idea Description
Currently, the AI-assisted IVR case creation system when calling RingCentral support may incorrectly generate new support cases when customers call to follow up on an existing case. In some situations, the system also associates the case with the wrong account or contact, causing confusion for customers who receive case notifications for issues they did not open.
Example Scenario:
A customer called RingCentral Support to follow up on an existing open case related to another account. Instead of linking the interaction to the active case, the AI system automatically created a new support case under a different account and…
2 votes -
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,…
2 votes -
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
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