850 results found
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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…
3 votes -
calls should indicate when they are placed on hold and for how long
calls should indicate when they are placed on hold and for how long. this is a pretty basic feature, i cant believe you guys dont even show that the call was placed on hold.
additionally, on the call details page it doesnt allow you to copy the phone number of the patient or the company when you click on 'participants' on the left side of the screen (screenshot attached). you have to read it and type it. unbelievable.
1 vote -
AIR | Ability to customize conversation style
For Tone: Update the System Instructions to include: 'Act as an empathetic and patient receptionist. Prioritize a warm and welcoming tone over efficiency.'
There should be a specific settings accessible for this and not just picking the avatar or voice profile.
3 votes -
'Barge-in Sensitivity' Settings
For Background Noise: Lower the 'Barge-in Sensitivity' to Low. This ensures that minor noises like breathing or traffic don't stop the AI from finishing its sentences.
This should be a setting accessible on the Admin Portal > AI Receiptionist settings.
3 votes -
ACE: option to remove a survey/score on an interaction
we need an option to remove a score/survey on an interaction.
4 votes -
Barging in on AIR
So if the client calls in, knows who they want to talk to, and says the person's name, they should be transferred to that person instead of listening to the full AIR greeting.
1 vote -
AI Chat Bot
I would like a Ai chat bot that I can discuss calls with. I can help me develop quick coaching messages for my team develobed from the overall call revie and my feedback. That way I can take notes durring the call, and with a push of a button, develop that into a coaching message for my. team. I currently do this by taking the transcript and my call notes and putting them into chatGPT. It evealuates my notes and the call, makes coaching suggestions I missed, and writes a concise coaching message I can share with my team via…
1 vote -
Integrate/Include Email as a Supported Digital Channel in RingSense for CX
Email is a fundamental RingCX digital channel type for customer interactions on RingCX.
We propose that Email be implemented and included as a fully supported digital channel for analysis within RingSense for CX.
This is an essential addition for two key reasons:
It enables truly comprehensive customer journey analysis, providing a complete picture across all digital interactions from clients being handled by agents on RingCX.
It allows customers to fully realise the value of RingSense for CX by incorporating this critical dataset for completeness of insights.
Thank you for your consideration.
13 votes -
export scorecard
Export Scorecard from specific call
From within a specific call in Interactions, it would be good if you could export a scorecard from the Scorecard tab, perhaps as a PDF (a bit like the transcript). Currently it seems the only way to get the data is to do a Scorecard Report but you can't target specific calls this way.
2 votes -
interrupt
Allow the caller to interrupt duing verbal options. Currently the caller must wait until the receptionist is finished speaking to act on the verbal prompt options. Other (not RC) systems I've called in to that have a verbal response system allow the caller to interrupt the computer receptionist to perform a previously mentioned action. I've listened to several of our recordings and on many of them, the caller tries to interrupt the receptionist with a respons, without success, and ends up having to repeat themselves at the end.
1 vote -
ACE Comment Notes Character Limitation (Increase from 1,000 to 5,000 characters)
Please increase the character limitation associated with Comments in the Scorecard process. Providing feedback to an agent with a 1,000-character limit is difficult. We have our QA process utilizing the Scorecards with 20 QA questions being reviewed. We need additional space for our QA reviewers to type more comments associated with each of the review attributes (questions). Please allow up to a 5,000 character (or unlimited) for the comments section within the ACE functions.
3 votes -
for ACE system, we use it to verify orders of
we have many vendors and we have many clients. when im listening to a call between one of my sales reps and a vendor in regards to a clients order, there is always most certainly multiple calls happening over the course of days or weeks, I need to quickly find and slide over to a related call between any of my staff and that vendor. based on keyword history which i normally have to find manually to cross reference and find the related call to close out any loops or ensure the flow closed out correctly for out customer.
ive…
1 vote -
Coaching Insights - Main Screen
For Coaching Insights, it would be helpful if the filter settings could be saved. It’s frustrating to review insights for one agent, return to the main screen, and have to reapply the filters and locate the previous page each time. Additionally, when I select to display 100 agents, that setting doesn’t persist once I click into another agent’s profile.
10 votesThanks for the valuable feedback. We are now working on an update to persist your filters on the coaching page
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Bring back % of sentiment anaylsis
Old pie graph could see clearly % of negative calls for the month, needs to be brough back. No need to remove
4 votes -
AI Receptionist should not Allow Double Booking for Appointments and Reservations
AI Receptionist should be able to recognize already booked appointment slots and prevent booking another appointment for the same date and time to avoid double booking.
This issue occurs whether the Appointment or Reservation method is selected.3 votes -
Copied Numbers with decimal (dots) will not dial
In the US, many people and companies use decimals (dots) as the separator for their phone numbers, instead of a dash.
For example: 123.345.6789. If you copy this number and paste it in the dialer it is not recognized as a phone number. You must manually remove the dots for it to work.
Please add recognition of the dots between characters as a valid separator, as long as the number format is correct.
2 votes -
Expand RC Glip AI “Summarize” to support selectable time ranges (not only Unread)
Please add the ability to summarize messages by selectable time range, not only Unread. Suggested options:
Unread (keep as default / current behavior)
Today
Yesterday
Last 7 days (or Last week)
Custom time range (start date/time – end date/time)
Suggested UX:Keep single-click = Summarize Unread.
Add a dropdown/secondary menu on the summarize icon (or show options when there are no unread messages) to choose Today / Yesterday / Last 7 days / Custom.
For Custom, allow selecting a start/end date-time and summarize messages within that interval.
The generated summary should indicate which time range was summarized.
Why this is…1 vote -
Increase Custom Vocabulary Limit and Support Bulk Import for AI Conversation Expert (ACE)
Currently, ACE only allows a limited number of custom vocabulary entries, making it difficult for organizations with extensive product names, client names, acronyms, and industry terminology to improve transcription accuracy.
We would like the ability to:
Increase the maximum number of custom vocabulary terms (e.g., 100–500+ terms).
Import vocabulary from CSV or Excel.
Export existing vocabulary for backup and migration.
Manage vocabulary in bulk (edit, delete, search, and categorize).This enhancement would significantly reduce administrative effort and improve transcription accuracy for enterprise customers.
2 votes -
AIR: Prevent Global Intent Reset on Standalone "Yes/No" Responses
Currently, when the AI Receptionist (AIR) presents a specific option to a caller (such as offering to send a self-scheduling link via SMS), a standalone, single-word negative response like "No" or "Nope" defaults to a global platform-level reset.
Because the LLM interprets a flat "No" as a closure of the active branch based on language probabilities, it clears the active intent memory and completely restarts the interaction by asking the root prompt, "Is there anything else I can help you with?" or "How can I help you?"
We request a feature enhancement that gives administrators true deterministic control over binary…
2 votes -
send notification for Lead via email
Set up and send AIR Leads to Customers email
2 votes
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