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7 results found

  1. Make the Knowledge Base for Agent Assist available on demand

    Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.

    10 votes

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    New  ·  1 comment  ·  AI agent & supervisor assist  ·  Admin →
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  2. Live Transcription on RingCX

    Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time

    4 votes

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    Planned  ·  0 comments  ·  AI agent & supervisor assist  ·  Admin →
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  3. Improve Readability of Call Transcripts in RingCX

    The current transcript display in RingCX is difficult to read due to formatting and layout issues. Enhancing the transcript’s clarity and visual presentation would greatly improve user experience and efficiency when reviewing calls.

    2 votes

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  4. Robust Realtime Native Guidance/Analysis (Agent Assist)

    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided…
    12 votes

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    New  ·  0 comments  ·  AI agent & supervisor assist  ·  Admin →
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  5. Make Supervisor Assist feature easier to see in the UI

    When a supervisor is viewing Interactions from the Supervisor, the buttons for monitor, coach and barge in only appear when hovering over the right side of the screen with the mouse. Now that Supervisor Assist is coming, a new button in the same area is available to access the Notes & Transcript. It would be more user-friendly to make all buttons visible by default on right side of the interaction. Supervisors shouldn't have to be trained to hover to access the features - the UI should be 100% obvious.

    6 votes

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    Future Consideration  ·  0 comments  ·  AI agent & supervisor assist  ·  Admin →
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  6. Real Time Sentiment Alerts

    Real Time Sentiment Alerts: Allow supervisors to be proactive with monitoring agents, seeing if a call sentiment is negative and jump in to the call as needed.

    This is something Dialpad has and is a competitive edge: https://help.dialpad.com/docs/ai-supervisor-insights#:~:text=Real%2Dtime%20sentiment%20analysis%20uses%20Dialpad%20Ai%20to%20analyze%20customer,how%20customer%20interactions%20are%20going.

    3 votes

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    0 comments  ·  AI agent & supervisor assist  ·  Admin →
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  7. AI-based automated translation tool in RingCX digital channels

    Idea is for RingCX to detect participants' languages and translates Q&A posts, similar to option in RC Webinar.

    6 votes

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    Needs More Information  ·  0 comments  ·  AI agent & supervisor assist  ·  Admin →
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