779 results found
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Coaching insight in ACE
The ability to automatically notify agents via email on a weekly or monthly basis regarding their coaching insight in ACE.
5 votes -
Real time Availability of the call transcript
This is not a new feature I am proposing but rather an suggestion to enhance the efficiency of the advisors.
This transcription will help reduce the amount they spend in offline aux because they can dump this transcription to Gemini AI and generate a clear and organized documentation without missing any details
With this from 4- 5 minutes offline aux this will cut down their offline aux in less than 2 minutes
So far the transcription will take about 5 - 10 minutes before it finalize the result
5 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 -
Negatively score long hold times
Currently, the scorecard does not take into account how long the caller was placed on hold by an agent. I have an agent call that was graded an 8, but the caller had been placed on hold for over 4 minutes. That should be a negative/detriment to the score. I want to propose the ability to add a criteria that if the caller was on hold over x minutes, dock the score.
5 votes -
Add Ace AI filters and data to analytics
Currently can't customize AI sentiment enough for it to be useful.
5 votes -
Integrate App call log to AIR call history
Our primary challenge is the lack of integration with the RingCentral app. We manage ten different numbers across ten markets, and we rely on identifying which number a customer called to determine their market. Currently, the AI Receptionist maintains a separate call history that does not show the "number called," forcing us to reconcile data manually. Furthermore, calls are not logged in the main RingCentral app call logs unless a caller requests a transfer. This lack of visibility defeated the efficiencies of the tool, so we reverted to using voicemail and automated missed-call texts.
5 votes -
report for AI assistant transferred indicating extentions transfered
AI call history should indicate ai transfered calls & which ext its transfered to
5 votes -
Configurable Response Delay for AI Receptionist (Prevent Interruptions)
Description:
I would like to request a feature enhancement for the AI Receptionist to allow configurable response timing. Currently, the AI tends to respond while customers are still speaking, which can interrupt the conversation and negatively impact the customer experience.It would be highly beneficial to have an option to set a delay (e.g., 3–5 seconds) before the AI responds after detecting silence. This would ensure that customers have fully completed their statements before the AI provides a reply.
Use Case:
In real customer interactions, there are often brief pauses while the caller is thinking or speaking. Without a configurable…5 votes -
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 -
RingSense pages
"RingSense sub pages default to 10 rows. When this is changed to 50 rows, it works but is not remembered for the next view of that page. It goes back to 10."
It is suggested to implement a lock option for the pages. For instance, if an admin updates the display to 50 rows, the system should show and remember this setting of 50 rows.
5 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 -
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 -
Training and Custom Logic
There ought to be more functionality for teams to inject custom logic and training.
Examples:
- Never Say...
- Talk About...
- When asked about (enter context, keywords, just like transfer by context)... Respond with...
- Be more specific about whether employee names should be stated specifically in the call or avoided altogether
5 votes -
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 -
AI Receptionist - Ability to disable transfer confirmation message
AI is always asking a confirmation "Got it, I'm preparing to assist with your sales inquiry. I can transfer you to our sales team. Would you like me to do that?" before the transfer.
A setting to remove this confirmation message to transfer the call directly after triggering the context rule would be more efficient.5 votes -
English and Spanish message
Can we get an option instead of "Please say 'English' or 'Spanish' to continue." "También hablo español" this will make the call flow smoother.
5 votes -
search for frequently asked questions
Search for frequently asked question from customers in RingSense calls.
5 votes -
AI Hold Music
Requesting to have a hold music for AI receptionist when checking information on the call for the caller instead of dead air. Not the hold music when AI is transferring a call to a user or groups.
5 votes -
Notification after missed call to AI Receptionist when call forwarding is enabled to it
AI Receptionist notifications after failed interactions or unsuccessful transfers
5 votes -
coaching insights for super admins
Wants a coaching insights for super admins to show on the ringsense portal
5 votes
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