779 results found
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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 -
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.
2 votes -
SMS usage download discrepancy
should provide accurate information for sms usage download that shows correct number segmentation
2 votes -
AI receptionist key presses
The AIR (AI Interactive Response) system now allows customers to add a dual-option key press menu, functioning exactly like a standard IVR.
Key Features:
Hybrid Navigation: Callers can either speak naturally to the AI or use their dial pad (e.g., "Press 1 for Sales").Direct Routing: Key presses instantly forward callers to specific extensions, call queues, external numbers, or voicemails.
Flexibility: Great for callers in noisy environments who prefer touch-tone buttons over voice commands.
2 votes -
AI Receptionist Caller Identifier
A call is coming through the AI receptionist, and we want to be able to identify if it's an EMERGENCY call or not. The EMERGENCY call will be identify by the AIR with a single word.
If it's an Emergency, I need to identify who is the person calling. To identify that person, I want the AIR being able to ask the name of the person calling and ask for a license number.
The AIR must be able to have this person on file and understand, which client it is.From there, I want the AIR to transfer the phone…
2 votes -
Allow Organization-Level Customization of Scorecard Performance Distribution Ranges
Title: Allow Organization-Level Customization of Scorecard Performance Distribution Ranges
Product Area: Scorecards / Performance Management
Background
Currently, Scorecard Performance Distribution ranges are fixed globally and cannot be customized at the organization level. The available performance categories are limited to predefined score thresholds:
Exceeds
Meets
Did Not MeetThese thresholds apply uniformly across all organizations regardless of differing operational standards, evaluation frameworks, or business requirements.
Current Limitation
Organizations have no ability to:
Configure custom score ranges for performance bands
Rename performance categories to align with internal terminology
Define organization-specific evaluation thresholds
Adjust distributions based on business units or operational models
Requested…2 votes -
Configurable Timeout and Fallback Suppression for AI Receptionist
The AI Receptionist is currently dropping caller context due to a hardcoded platform-side fallback prompt. The system autonomously injects the phrase, "Please let me know how I can assist you. I'm here to help." during brief processing pauses (e.g., while the model is fetching a Knowledge Base result) or occasionally immediately after the initial greeting before the caller has a chance to respond.
Currently, there is no way to disable this generic fallback prompt or extend the silence-timeout threshold from the Admin Portal.
Business Impact
When this hardcoded prompt fires prematurely, callers assume the AI has reset or lost their…2 votes -
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 -
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 -
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 -
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 -
Make the topics in the Topic Cloud clickable and produce a list of calls with those topics mentioned
Make the topics in the Topic Cloud clickable and produce a list of calls with those topics mentioned
2 votes -
Make the Team Coaching insight printable or into a document I can share with other leaders of my org.
Make the Team Development Plan/Coaching insight printable or into a document I can share with other leaders of my org.
2 votes -
AI recording for monitoring or recording
On out bound calls the recording is playing but customers hanging up thinking it is spam. Issue is for incoming and out going is the same recording. This should be 2 separated recording so inbound and outbound can be different. The default is of for inbound but we need to add a different message letting out customers they are receiving an inbound call from our company with the recording/monitoring message.
2 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.
2 votes -
Use browser timezone by default for call timestamp while exporting call list
Use the browser timezone by default for call timestamp while exporting call list, and there should be an option to change the timezone for exported ACE call reports
2 votes -
Title Field for Scorecard Prompts
When reporting Scorecard results, prompts are too long. Can we add a fields/cells next to each prompt that serves as title fields that briefly describe the prompt? This makes the report cleaner and streamlined.
2 votes
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