145 results found
-
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.
5 votes -
edit transcripts
Ability to edit the transcript where the AI has 'misheard' the agent and then show when the edit has been made and by who, along with the ability to see the original transcript text
26 votes -
Enable Custom Field Mapping for RingSense–Zoho Integration
Currently, RingSense call details for the RingSense–Zoho integration are only visible within the description field. Advanced call logging information appears solely in the body/description section of the Zoho call record.
We request the ability to use custom field mapping within Zoho—similar to what is available in Zapier—so users can configure and map specific RingSense call details to the appropriate Zoho fields. This would provide greater flexibility, improve data structure, and enhance reporting capabilities.
4 votes -
Allow configurable call duration threshold for keyword recognition in Trackers
Currently, in ACE (formerly known as RingSense), keyword recognition associated with Trackers generally requires calls to be longer than 2 minutes before keywords are detected and logged.
This behavior can limit the usefulness of Trackers for organizations that frequently handle short-duration calls, such as quick inquiries, confirmations, appointment scheduling, or brief customer interactions. In these cases, important keywords may still be spoken but are not captured because the call duration falls below the minimum threshold.
Proposed Enhancement:
Introduce a configurable setting that allows administrators to adjust the minimum call duration threshold required for keyword recognition in Trackers.2 votes -
Ringsense Call scoring
It appears that the issue with scorecards where you can now change a score to Yes/No/NA is fixed which is great. From there, we can just edit and submit which then shows that we monitored the call. However, if a call was scored without making any changes on the scorecard (because the AI score is already accurate) it does not notify/ show that we already monitored the call.
Plus, it would be helpful if there's a Scorecard reporting that shows agent monitored/scorecard used/scorecard score/date/and a call identifier.
6 votes -
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 Processing2 votes -
mask sensitive info from transcript and ai notes
I've discussed this at length with multiple support reps and I've confirmed that when you set up call masking in RingSense, that it only masks the audio recording, and does not mask the transcripts and AI summaries.
This is a major security concern as sensitive customer information such as credit cards needs to be masked from everything, not just the audio. For compliance with PCI DSS, the call masking logic needs to be changed so that transcripts and AI summaries are masked as well as the audio recordings. This is a HUGE security and legal issue.
17 votes -
RingSense Access for AI Receptionist Call Recordings
Expose AI Receptionist call recordings and transcripts via RingSense and public APIs (ex. Zapier, Zoho, etc.), with appropriate admin controls and consent settings, to enable automation, analytics, and third-party integrations.
2 votes -
AI Conversation Expert to Microsoft Dynamics 365
We have integrated RingCentral with our Dynamics 365 Sales CRM. However, when we make a call through the RingCentral app, it is being logged as a Task instead of a Phone Call activity in Dynamics.
Currently, we only support creation of tasks in MS Dynamics.
We hope that we can consider adding calls to log the call in Dynamics in the future.
2 votes -
Comments: Notification, Tallying and Coaching Insights
Currently we can see the # of Feedback, # of Scorecard and # of Calls listened to. But from an auditing and coaching point of view we aren't seeing a tally of # of Comments provided.
Yes this is mainly a management based platform but the comments let us know that the coached isn't just accepting the AI/manual feedback and scores, with no rebuttal or agreement.
Being able to see that Agent A received X amount of feed back, on X amount of calls and then provided X amount of comments would expand the Coaching Insights into a more comprehensive…
10 votes -
Availability of Translated RingSense Transcripts in Salesforce
Currently, RingSense only allows the original-language transcript to be imported into Salesforce. While a translated version of the transcript is available, it can only be accessed through the RingSense portal and is not synced to the CRM.
It would be highly beneficial if the translated transcript could also be made available directly in Salesforce. This enhancement would significantly improve efficiency by eliminating the need to access the RingSense portal separately, saving time and streamlining workflows for users who rely on CRM-integrated records.
2 votes -
Enhanced Reporting Filters for Human-Scored Interactions and Custom Sharing Options
Advanced Filtering for Human-Scored Interactions in ReportsThe user's primary frustration is the inability to isolate calls that have been manually reviewed and scored by a human within the main reporting module. Request: Add a filter to the Reports Module that allows users to select interactions based on their scoring status (e.g., "status: scored by a human").
Problem Solved: Currently, users can see this filter in the "Interactions" view, but it is missing from the "Reports" module. Without it, the system exports thousands of AI-scored calls in Excel files, making it impossible for users to efficiently pull only the specific manual…
1 vote -
Summary from Searched Topic
To be able to search a topic in interaction and then generate a summary surrounding that topic. Example: Search our "application process" and have a summary generated around that topic to see what is being said to find trends/patterns.
1 vote -
metric prividing average rings to answer calls
Be able to know how long it is taking for team members to answer the phone by providing a metric that measures average rings to pick up
1 vote -
ACE: Include in Trackers and Coaching the data from the interaction where my team is not considered as the host
Currently, if there are more than one employees in a meeting, the employee's data (not the host of the meeting) is not reflected in Trackers and Coaching menus.
1 vote -
RingSense - Change Audio settings
The Ability to change the Audio settings or the playback audio channel from Monolog to stereo etc,
6 votes -
automatic notify for the frustrated customers via email
automatic notify for the frustrated customers that are under tracker via email
1 vote -
The "Next Steps" Notes on a call should be in a separate List of To DO's to monitor and check off without having to go into each and every c
The "Next Steps" Notes on a call should be in a separate List of To DO's to monitor and check off without having to go into each and every call
1 vote -
RingSense - ZOHO Integration Transcript in the description
Currently, the transcript is populating in the description of Zoho CRM along with the summary and insights. The customer is asking if we can remove it from the description and move it elsewhere.
As a workaround, the customer has completely disabled the transcript on the RS integration side.
2 votes -
The non-obvious process of enabling integration for Salesforce
Please highlight the "Manage" button on the integrations page for Salesforce that is in the "in progress" state.
1 vote
- Don't see your idea?