821 results found
-
set up custom rule to filter calls coming from caller ID with the same area code and starting number.
set up custom rule to filter calls coming from caller ID with the same area code and starting number.
sample:
(765.464.****)
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.
4 votes -
Pronoun Preference Support in AI Notes
The AI Notes feature is incorrectly inferring a user's gender based on their name and generating notes with incorrect pronouns.
Customer Feedback:
The customer's name is Dana, and the AI Notes system is automatically referring to them using female pronouns (she/her). The customer has indicated that he identifies as male and prefers he/him/his pronouns.Requested Enhancement:
Add the ability for users or administrators to define preferred pronouns within their user profile or account settings. AI-generated notes, summaries, transcripts, and other generated content should reference the user's specified pronouns rather than making assumptions based on name recognition.Business Impact:
Improves accuracy…
4 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…6 votes -
automatic call recording
Currently, when Automatic Call Recording is enabled, the system plays the recording announcement at the start of a call. However, if that call is placed in Call Park and then retrieved, the announcement plays a second time to the caller.
We are requesting a setting to disable or modify the 2nd announcement specifically for calls retrieved from Park. The system should recognize the existing recording session and avoid interrupting the conversation with a redundant notification. This will provide a more professional and seamless experience for customers while maintaining the initial legal compliance notification.
7 votes -
Add opt-out for AI Notes/transcription
Add the option for callers to opt-out of AI Notes/transcription in the IVR menu. Currently, the only way to turn off AI Notes is either globally or manually by the agent, which is error prone due to it being a manual process.
3 votes -
i would like to add to the end of AI conversation : thank you for calling company name and have a great day!
i would like to add to the end of AI conversation : thank you for calling company name and have a great day!
6 votes -
RingCX AI Quality Management — Support question-level comments stored within the scorecard and a single combined submit action
RingCX AI Quality Management — Support question-level comments stored within the scorecard and a single combined submit action
Product / Area: RingCX — AI Quality Management (RingSense for RingCX), Scorecards & Coaching
Reference Case: 32448054
Current Behavior
[1] Scorecard ratings and reviewer feedback/comments are separate objects; both attach to the interaction but not to each other.
[2] There is no field to capture a comment against an individual scorecard question or answer, including when a reviewer selects a negative ("No") response.
[3] Reviewers must save scorecard rating edits and enter feedback as distinct actions, which leads to repeated scorecard submission…2 votes -
Scorecard draft
It appears that once a review is completed, the only available action is Submit. Submitting the evaluation automatically sends it to the Coaching tab, where it becomes immediately visible to the agent. A Save as Draft option would be beneficial, allowing evaluations to be saved and reviewed before final submission.
2 votes -
Disable the AI Receptionist prompt from repeating the phone number and stating the "+1" country code prefix at the beginning of the greeting
The AI Receptionist should skip reading the raw string data and the "+1" prefix, transitioning seamlessly into the core menu options or custom greeting without announcing structural routing data.
3 votes -
Live call translation
We would like to have a AI feature that can translate different language to english or vice versa on a live call. AI should be able to generate a translated words on a live call like a translated closed caption
10 votes -
eliminate calls that are less than a minute to not show in Interactions in RingWEM
It would be helpful if we can eliminate the calls that are less than a minute to show in the interaction and being scored by AI.
4 votes -
Improve ACE Tracker with Actionable Customer Insights
Current Issues
- ACE is currently more focused on sales-related use cases and provides limited operational or customer experience insights.
- The tracker mainly captures call snippets, which makes it difficult for managers to identify broader trends or recurring issues.
- There is limited visualization of data such as graphs, sentiment tracking, or performance analytics.
- Managers and admins may struggle to quickly understand customer satisfaction levels or operational pain points.
- There is no clear categorization of issues such as delayed porting, system malfunctions, poor service experience, or unresolved customer concerns.
- Insights are not presented in a simplified and actionable format, making it harder…
4 votes -
Conditional Routing: Resolve Inquiries via FAQ/KB Prior to Live Transfer
Desired call flow:
1. Caller requests an agent or live representative.
2. AI intercept: "I can certainly help you with that. To ensure I connect you with the right person, may I ask what you are calling about?"
3. AI attempts resolution via knowledge base/faqs.
4. If the issue remains unresolved or the caller is unsatisfied, AI then routes to a live representative.To optimize AIR's functionality, it would be beneficial to implement a call transfer delay option when requested by the caller. Instead of immediate transfer, AIR should first inquire about the caller's questions and attempt to address them…
12 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 -
report for AI assistant transferred indicating extentions transfered
AI call history should indicate ai transfered calls & which ext its transfered to
6 votes -
AIR - Add Toggle to Disable Speech Ingestion During Greeting
Currently if someone is talking, caller is on speakerphone, or there is noise in the background during the AIR mandatory greeting, AIR will ingest this speech and then respond to it immediately after its greeting has finished.
Suggest that some form of admin control is added that can effectively stop AIR from listening/responding to speech while it is voicing its greeting.
2 votes -
Call Screening option for AI receptionist
AI Receptionist to have an option to screen callers and identify them as spam or robocalls.
4 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 Processing6 votes
- Don't see your idea?