821 results found
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Custom Recipient Selection & Follow-Up Options for Feedback Requests
Currently in ACE You cannot choose who reviews your call. Feedback requests are automatically assigned only to direct managers, making it impossible to send requests to different managers or supervisors.
Request: Add a "Request Feedback From" dropdown so agents can select specific managers/supervisors, or peers.
2) Currently in RingCentral ACE you cannot request additional feedback. Once feedback is complete, there is no option to ask for follow-up feedback or reopen the feedback thread for the same call.
Allow users to submit a follow-up feedback request on an already-reviewed call, complete with a note field (e.g., "Can you double-check timestamp 02:15?").
7 votes -
Conversational AI Receptionist SMS Handling
Enable AI Receptionist to autonomously handle full, conversational SMS inquiries on main lines rather than just sending static booking links or follow-ups.
5 votes -
omassist
Add Omassist as a CRM integration option in the AI Receptionist's Lead Capture skill, allowing captured leads to be sent directly to Omassist instead of other CRM destinations.
6 votes -
Support DTMF Extension Dialing Within AI Receptionist
Summary
Request enhancement to allow callers to enter user extensions via keypad (DTMF) while interacting with the AI Receptionist.Current Behavior
The AI Receptionist successfully recognizes and routes calls based on spoken names and voice commands. However, when callers are already within the AI Receptionist greeting, entering a user's direct extension using the phone keypad does not work.For example, a caller dials the main company number and reaches the AI Receptionist. If the caller already knows the desired extension (e.g., 103) and enters it using their keypad, the AI Receptionist does not recognize the input or route the call…
8 votes -
Allow Administrators to Hide the ACE Tab from Non-Manager Roles
I would prefer that non-manager users not even see the ACE tab within their Ringcentral app.
5 votes -
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.
26 votes -
Option to configure development plan minimum required data
Option to configure development plan minimum required data.
There are months where agents will not meet ACE's minimum requirement to give a development plan. Giving us the option to adjust what is required will ensure that the agents are always provided with a development plan even with low amount of calls9 votes -
AI Notes support on 3-way and multi-party calls
AI Notes support on 3-way and multi-party calls created using the RingEX "Add Call → Merge" feature.
Many professionals use merged calls for client consultations, vendor discussions, introductions, and quick conference calls. AI Notes is especially valuable in these situations because there are multiple participants and more information to capture.
Currently, AI Notes works for two-party calls but becomes unavailable when a third participant is added through Merge. This creates a gap in functionality during some of the most important conversations.
Please consider adding support for:
* AI Notes on Add Call → Merge 3-way calls
* AI transcription and…7 votes -
RingCentral AIR Pro Executive Intelligence Dashboard powered by RingCentral ACE / AI QM Interaction Analytics
Proposal: Approve the development and implementation of the RingCentral AIR Pro Executive Intelligence Dashboard powered by RingCentral ACE / AI QM Interaction Analytics.
Scope: Centralize all AIR Pro interaction telemetry within RingCentral ACE / AI QM Interaction Analytics ("IVA Insights"), configure the 3-tier containment framework, and establish automated executive ROI, intent mapping, and sentiment reporting directly within the native RingCentral analytics platform.
5 votes -
changed email address for email alert notification
have the ability to change or add multiple email for SMS notification alerts
6 votes -
Configurable Response Delay for AI Receptionist
Add an option to configure the delay for the AI receptionist before it starts speaking, allowing it to wait slightly longer after a caller pauses. This helps prevent the AI from interrupting callers who are still talking or pausing mid-sentence, resulting in a more natural conversation flow.
8 votes -
Manager Access to Automatic Call Notes (AI Transcript) for Other Users
Currently, managers can access Call Monitoring and Call Recordings for their team members. However, there is no option for managers to view AI-generated call transcripts for other users.
It would be highly beneficial for managers to have this access for quality assurance, coaching, and compliance purposes. This feature would align well with existing monitoring permissions and improve managerial oversight.
39 votes -
AI Receptionist show up in the Desktop App
AI Receptionist show up in the Desktop App
Is there anyway I can have the AI Receptionist show up in the Desktop App?
I guess what I am looking for is the centralized access on the user profile.
I am hoping to access the logs on the user page.
Are there any plans to make it an icon with the regular app12 votes -
Enhanced Text Formatting in Comment Fields
It would be really helpful to have basic formatting options when leaving feedback in RingSense, such as the ability to bold, italicize, or underline key points, as well as add line breaks or bullet points.
Right now, all feedback gets lumped into one block of text, which can make it harder for agents to follow or prioritize what’s most important. Even simple formatting tools (like Markdown or a basic WYSIWYG editor) would go a long way in improving clarity and coachability.
22 votes -
AI Recptionist Warm Transfer
Wanted to have AI Receptionist to forward captured information from a caller to the receiving party.
3 votes -
AI Receptionist: After-Hours Scheduling & Unresolved Call Fallback to Message-Only Extension
The customer needs the ability to schedule the AI Receptionist to answer all incoming calls during After Hours. If a caller asks a complex question that the AI cannot resolve or understand, the AI should seamlessly route the call directly to a designated Message-Only Extension (voicemail box) instead of dropping the call or attempting a live transfer.
5 votes -
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.
6 votes -
Agents Request Specific Feedback
When an agent requests feedback on a specific call, it would be handy to allow them to add notes to the request in order for them to explain what it is that they specifically want feedback on. Currently we get no indication, so have to speak to the agent before we can then offer the feedback.
5 votes -
RingSense Showing Reversed CallerID information
When receiving a call in ACE, the title shows as coming from the queue name, instead of from the caller id. The queue and caller id are reversed. This can be fixed by changing the order of the queue and caller id in the Display settings for the queue in the Admin Portal, however, doing so would then disrupt the HUD and Call Logs - displaying them incorrectly.
9 votes -
Configurable Auto-Fail Questions for QA Scorecards
Please add the ability to designate specific QA scorecard questions as "auto-fail" criteria. If an agent does not comply with a question marked as auto-fail, the entire scorecard should automatically score as 0, regardless of performance on other questions.
This is needed to properly enforce critical compliance requirements, including:
HIPAA
Florida call recording law
PCI-DSSCurrently there's no way to flag these items as non-negotiable within the scorecard itself, which makes it harder to consistently enforce zero-tolerance compliance standards across QA evaluations.
4 votes
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