779 results found

1. RingCX and ACE | Option to control what is heard in call recording in ACE

   Currently, the agent segment recording settings in a RingCX voice queue does not have an option to pick a recording perspective which causes CX calls to be recorded on both sides of the call. It would be helpful to have control over the recording perspective for the agent segment recording.

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2. AI Conversation Expert/Ringsense - exportable reports

   ACE needs the ability to export Coaching Insights (Team Plan and Individual Development Plan) to PDF, Word, Excel, PPT format. This would help with third-party coaching and formal report writing. At the moment there is no facility to export this data, which is real pity as the ACE functionality is very powerful.

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3. AI Receptionist Log of Call Flow

   I would like to see a log of all connected calls and what ultimately happened, step by step - what questions they asked Naomi, etc. This would help me know my prompts are good and I'm not missing any commonly asked questions that should be added to knowledgebase. In excel, each Q & A would be a separate column.

   Also a call should be disconnected if the AI receptionist does not receive a reply within 10 seconds.

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4. i would like to add to the end of AI conversation : thank you for calling company name and have a great day!

   i would like to add to the end of AI conversation : thank you for calling company name and have a great day!

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5. 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.

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6. 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 Processing

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7. AI Notes for Multiple Picked Up Calls, Parked Calls, and Conference Calls Significance: To be able to notate calls on AI for these features:

   AI Notes for Multiple Picked Up Calls, Parked Calls, and Conference Calls
   Significance: To be able to notate calls on AI for these features:
   - Multiple picked-up calls in one instance. (First call when second call is picked up should still be included in the AI Notes)
   - Calls placed on park and picked right back up should still be included in AI Notes.
   - Conference calls or calls with multiple parties should also be picked up by AI Notes.

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8. AIR backup Ext

   AI Receptionist: Allow call queue extension to be use as backup extension

   as per Engineering Team

   AIR does not support this feature for now, only user extensions can be used as backup ext.

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9. AI Receptionist to ask and gather information

   AI should have the abillity to ask questions and gather data that can be useful for some company that involves scheduling or booking. Once information is obtain it will be sent to users

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10. AI receptionist Calendar

    Enable Calendar on AI receptionist

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11. AI Notes in Microsoft Teams Embedded RC App

    AI Notes in Microsoft Teams Embedded RC App where user can take notes during meetings or call.

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12. Live reports - Agent Details. (Avail time and Logoff time)

    Live reports should include total agent available time and logoff time.

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13. RingSense ScoreCard Template

    We would like to request the addition of a feature that allows users to upload a template for RingSense Scorecard questionnaires.

    Currently, each time we need to create a new set of scorecard questions, we have to input them manually one by one. This process is not only time-consuming but also inefficient, especially when dealing with larger or multiple sets of questionnaires.

    Having the ability to upload a pre-formatted template—such as a CSV or Excel file—would significantly streamline the process, reduce manual entry errors, and improve overall user experience.

    We hope you will consider adding this functionality as part of a future update to the RingSense Scorecard system.

    Thank you for your attention to this request.

    We would like to request the addition of a feature that allows users to upload a template for RingSense Scorecard questionnaires.

    Currently, each time we need to create a new set of scorecard questions, we have to input them manually one by one. This process is not only time-consuming but also inefficient, especially when dealing with larger or multiple sets of questionnaires.

    Having the ability to upload a pre-formatted template—such as a CSV or Excel file—would significantly streamline the process, reduce manual entry errors, and improve overall user experience.

    We hope you will consider adding this functionality as part of… more

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14. Support for CallRail Whisper Message When Forwarding to RingCentral

    Current Behavior:
    When a call is forwarded from CallRail to RingCentral, the whisper message configured in CallRail is not played. Instead, the call is passed directly to the call handling flow set up within RingCentral.

    Requested Feature:
    Enable the whisper message configured in CallRail to be played to the recipient (agent/user) even when the call is forwarded to RingCentral.

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15. Template Tab with Pre-Configured Questionnaire

    Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms appear in conversations. They show where something was mentioned but don't systematically organize responses into structured answers.

    Q&As currently allow AI to infer general questions and answers from a conversation, but these are generated post-call based on what the AI finds important — they are not based on a pre-defined, user-driven questionnaire.

    Scorecards provide a useful way to see whether specific questions have been asked during the conversation, but they do not capture or display the actual answers to those questions. Instead, scorecards track the presence of certain topics or questions, but they lack the ability to extract concise, one-line responses to each question.

    How it Works:
    Admin Configuration:
    In the Admin Portal, admins can create and manage "Templates" predefined sets of questions relevant to a specific workflow (e.g., pre-screen interviews, discovery calls, qualification calls).

    During/After Conversation Analysis:
    Once the conversation is processed, the AI will:

    Analyse the conversation (audio + transcript).

    Match user-configured questions against the conversation.

    Extract concise, one-line answers if information is available.

    Leave the answer field blank if a question was not answered during the conversation.

    User Interface:
    A new "Template" tab will be added to the overview screen where users can:

    Select a relevant template (if multiple exist).

    See each question with the extracted answer.

    Download/export the completed Q&A if needed.

    Example Use Case:
    Recruitment companies conducting pre-screen interviews:

    Create a template with standard questions like:

    "What is your current salary?"

    "What is your notice period?"

    "Describe your previous experience."

    "Are you open to relocation?"

    After an interview, the recruiter simply checks the Template tab to view the summarized answers without manually scanning the transcript.

    If a candidate didn't mention salary, that field remains blank.

    Why the Template Tab Is Different and Valuable:
    Pre-Configured Workflow: Admins can upload a consistent set of questions before the conversation, aligning the AI’s attention to exactly what matters for their specific business process (e.g., recruitment, discovery calls, sales qualification).

    Structured Data Extraction: Instead of unstructured highlights, users get a clean, one-question-one-line-answer format, making it much easier to review, export, and take action on the gathered information.

    Gaps Are Immediately Visible: If a question is not answered during a call, the corresponding field remains blank, providing clear visibility into missing information without reading the full transcript.

    Saves Manual Work: Users don't have to dig through the transcript or rely on ad hoc AI prompts; the important information is automatically captured in an organized format.

    Consistency Across Conversations: Ensures critical questions are always tracked and answered consistently, regardless of which rep or interviewer is running the conversation.

    Why This Is Valuable:
    Speeds up information retrieval:
    Users no longer need to manually read transcripts or ask AI externally (e.g., copy/pasting into ChatGPT) to find answers.

    Consistency in data collection:
    Ensures important business-critical questions are tracked across all conversations.

    Saves time and reduces error:
    Reduces human error in data gathering from calls and accelerates internal workflows (recruitment, sales, support).

    Enhances AI usage within RingSense platform itself:
    Keeps users inside the platform rather than needing to export transcripts to third-party tools for Q&A extraction.

    Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms… more

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16. Enhanced AI Receptionist Customization and FAQ Compliance

    Currently, the AI Receptionist uses an FAQ to provide responses, but not all answers set in the FAQ are followed by the AI Receptionist. The responses sometimes differ, and there is no option to update or modify the verbiage (wording) used by the AI.

    Feature Request:

    Ensure FAQ Compliance – Provide an option to make the AI Receptionist follow the exact answers set in the FAQ, ensuring consistency between the FAQ and the AI's responses.
    Verbiage Customization – Allow users to update the verbiage or exact phrasing that the AI Receptionist provides in its responses. This would allow businesses to align the AI responses more closely with their specific needs, tone, and communication style.

    Why this feature is needed:

    Consistency: Businesses want the AI to deliver responses exactly as defined in the FAQ to ensure accuracy and consistency.

    Personalization: The ability to customize the wording would help businesses reflect their unique communication preferences and improve the customer experience.

    Flexibility: Allowing this feature would enhance the flexibility of the AI Receptionist, making it more adaptable to different business requirements.

    Impact: This feature would improve the reliability and customization of the AI Receptionist, ensuring that responses are more consistent and personalized to meet specific business needs.

    Currently, the AI Receptionist uses an FAQ to provide responses, but not all answers set in the FAQ are followed by the AI Receptionist. The responses sometimes differ, and there is no option to update or modify the verbiage (wording) used by the AI.

    Feature Request:

    Ensure FAQ Compliance – Provide an option to make the AI Receptionist follow the exact answers set in the FAQ, ensuring consistency between the FAQ and the AI's responses.
    Verbiage Customization – Allow users to update the verbiage or exact phrasing that the AI Receptionist provides in its responses. This would allow businesses to… more

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17. Google Calendar Appointment booking

    Please support Google Calendar for appointment booking.
    People call in AI Receptionist and they can book an appointment based on schedule availability.

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18. Translate other languages into English in the transcripts

    AI to translate more languages into English not just Spanish and French. There is a higher need for Portuguese, Mandarin, Cantonese, Arabic and Hindi

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19. Transcription is not good for spanish when a summary of the call is being done by AI or in ringsense on the backend. It is completely wrong

    Transcription is not good for spanish when a summary of the call is being done by AI or in ringsense on the backend. It is completely wrong

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20. Notifications for Specific trackers

    There needs to be a notification option for when a specific tracker is triggered in a call. This would allow us to use our customized trackers and catch potentially missed sales opportunities by creating the ability to immediately follow up.

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    Implemented  ·  Sushant Hiray responded

    I'm pleased to announce that this feature is now live on your account. You can use RingSense to create a saved view (which is just a selection of filters of interest, eg: trackers). Please find additional details here - https://support.ringcentral.com/article-v2/Searching-for-calls.html?brand=RingCentral&product=RingSense&language=en_US

    Along with this we also recently launched a feature to enable immediate notifications for any saved view. This will allow you to get immediately notified when the alert criteria is met.