687 results found
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Add the option to export AI notes and transcripts through the admin portal
It would be extremely helpful for our org to export AI transcripts and summaries from the admin portal similar to how we can download call recordings. A bulk feature would be even better.
43 votes -
Coaching Insights - Main Screen
For Coaching Insights, it would be helpful if the filter settings could be saved. It’s frustrating to review insights for one agent, return to the main screen, and have to reapply the filters and locate the previous page each time. Additionally, when I select to display 100 agents, that setting doesn’t persist once I click into another agent’s profile.
7 votesThanks for the valuable feedback. We are now working on an update to persist your filters on the coaching page
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Integrate/Include Email as a Supported Digital Channel in RingSense for CX
Email is a fundamental RingCX digital channel type for customer interactions on RingCX.
We propose that Email be implemented and included as a fully supported digital channel for analysis within RingSense for CX.
This is an essential addition for two key reasons:
It enables truly comprehensive customer journey analysis, providing a complete picture across all digital interactions from clients being handled by agents on RingCX.
It allows customers to fully realise the value of RingSense for CX by incorporating this critical dataset for completeness of insights.
Thank you for your consideration.
9 votes -
AI Receptionist should not Allow Double Booking for Appointments and Reservations
AI Receptionist should be able to recognize already booked appointment slots and prevent booking another appointment for the same date and time to avoid double booking.
This issue occurs whether the Appointment or Reservation method is selected.2 votes -
Have the ability to delete just a call recording rather than the full interaction
Under retention settings it is possible to have different retention periods for recordings vs transcripts vs insights, yet when you need to delete one manually you can only delete the entire interaction. The ability to have granular control on a per-interaction basis is useful if you need to delete a recording for PCI or other reason, but still need the insights or transcript.
3 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.
3 votes -
Feature Enhancement Request: AIR (AI Receptionist) – Option to Disconnect Call After Lead Capture
Request Summary:
Add a configurable option within AIR (AI Receptionist) that allows calls to automatically disconnect after the lead capture process is completed, instead of routing the caller to an extension or another destination.Current Behavior:
At present, AIR automatically routes calls to a configured extension or destination once lead capture is complete. There is currently no option to end the call immediately after the caller’s information has been successfully collected.Requested Enhancement:
Introduce a setting or toggle that enables administrators to choose between:Routing the call after lead capture (current behavior)
Disconnecting the call after lead capture is completed…
2 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 calls2 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.
1 vote -
RingSense_OrganisationTab_ Ability to reset the Industry field settings to their default configuration.
The customer wanted to have an option to reset he Industry field settings to their default configuration.
RingSense > Admin Settings > Organisation> Update the Industry field3 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.
2 votes -
AI Receptionist Email Notifications with Caller Responses
Please add the ability for AI Receptionist to send email notifications that include the caller’s responses to the AI Receptionist questionnaire after the interaction is completed, similar to how voicemail email notifications include the caller’s recorded message.
4 votes -
AIR | Ability to customize conversation style
For Tone: Update the System Instructions to include: 'Act as an empathetic and patient receptionist. Prioritize a warm and welcoming tone over efficiency.'
There should be a specific settings accessible for this and not just picking the avatar or voice profile.
1 vote -
'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.
1 vote -
Override company name spelling in ACE
If the company name is spelled incorrectly within the transcription, We should be able override it to always spell it correctly.
2 votes -
ACE: option to remove a survey/score on an interaction
we need an option to remove a score/survey on an interaction.
2 votes -
Option to Correct AI Receptionist Voice Pronunciation
There should be an option to upload preferred AI voice and for pronunciation to be corrected.
18 votes -
Drill-Down Capability for ACE Insights Metrics (Call-Level Visibility)
It would be helpful if in the ACE insights section when reviewing cards, there could be the ability to drill in into each metric and view the specific calls/interactions that are contributing to those results. It could also be helpful if we could then edit and remove certain interactions from the results based on what we review in the transcripts/call recordings. Having call-level visibility behind these aggregated metrics would significantly improve usability, analysis, and coaching effectiveness.
2 votes -
Add Ace AI filters and data to analytics
Currently can't customize AI sentiment enough for it to be useful.
2 votes -
Bring back % of sentiment anaylsis
Old pie graph could see clearly % of negative calls for the month, needs to be brough back. No need to remove
2 votes
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