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24 results found

  1. QM Report - Near End Disconnect with Sentiment Dashboard

    Goal is to be able to tell which Party Hangs Up with Sentiment and Trend Analysis. Contact Center Managers eagerly look for tools to determine if their agents or optimally the end user hangs up on the call. Then, using AI, to infuse the disconnects with Sentiment Analysis showing comparison to early disconnects and negative sentiment along with trend over the timeline requested i.e. today, 7,30,90 days. NOTE: each element in the report should be able to drill down to the data. If the agents negative calls are clicked user is taken to those negative calls for review.

    3 votes

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    Planned  ·  0 comments  ·  AI quality management  ·  Admin →
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  2. Admins do not have access to users' AI notes or transcripts.

    current limitation with AI notes and transcripts is that, while we store them securely and do not share them externally, Admins do not have access to users' AI notes or transcripts.

    4 votes

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    New  ·  0 comments  ·  AI quality management  ·  Admin →
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  3. Ability to Customize AI Compliance Prompts

    Summary:
    Request to introduce the ability to customize AI compliance prompts within the RingCX Admin Portal.

    Current Behavior:
    At present, AI compliance prompts can only be enabled or disabled via:
    Admin → Settings → Accounts → Compliance Prompts

    The available prompts include:

    Recording Announcement
    AI Quality Management Announcement
    AI Processing Announcement

    There is no option to modify or customize the content of these prompts.

    Problem Statement:
    Organizations have varying legal, regulatory, and branding requirements depending on their location and industry. The inability to customize compliance prompts limits flexibility and may result in:

    Misalignment with local legal wording requirements
    Inconsistent customer…

    1 vote

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    New  ·  0 comments  ·  AI quality management  ·  Admin →
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  4. AI Notes & Transcript data retention policy

    We would like to have a separate data retention policy for AI Notes & Transcripts

    3 votes

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