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84 results found

  1. Add Disposition Notes From Analytics To The Available Fiter Fields in ACE Advanced Filters

    1 vote

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    New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Jay shared this idea  · 

  2. AI Optimal Routing based on Last Agent Sentiment, Disposition, etc.

    29 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Jay supported this idea  · 

  3. DNIS

    2 votes

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    New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Jay supported this idea  · 

  4. ACE: option to remove a survey/score on an interaction

    2 votes

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    New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Jay supported this idea  · 

  5. Add Ace AI filters and data to analytics

    2 votes

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    New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX  ·  Admin →
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    Jay supported this idea  · 

  6. ACE Sentiment API Access

    2 votes

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    1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Jay commented  · 

    And add the UII of from each interaction in ACE to the ACE API data. We need a way to connect the UII and associated metrics from Analytics to the corresponding interaction and data available in ACE. The UII is now in ACE, as of 5/1/26, now include the UII in the ACE (RingSense) API data fields

    Jay supported this idea  · 

  7. Update RingCX Agent for ALL Interaction Types

    56 votes

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    Under Review  ·  3 comments  ·  RingCX » Digital experience  ·  Admin →
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    Jay commented  · 

    This would provide a huge benefit to supervisors, please implement asap!

    Jay supported this idea  · 

  8. Quality of Service Calls - Search By Number

    8 votes

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    New  ·  0 comments  ·  Analytics & Reporting » QOS  ·  Admin →
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  9. bye

    34 votes

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    New  ·  8 comments  ·  Analytics & Reporting » QOS  ·  Admin →
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  10. ACE My Reports - Auto Report Deletion of expired reports

    1 vote

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    New  ·  0 comments  ·  Analytics & Reporting » Live Reports  ·  Admin →
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    Jay shared this idea  · 

  11. Anonymize Agent Last Names in Digital Transactions

    1 vote

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    New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jay shared this idea  · 

  12. Pre-recorded message to leave customers when calling out!

    34 votes

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    Under Review  ·  7 comments  ·  Phone & Messaging » Other  ·  Admin →
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    Jay supported this idea  · 

  13. CSAT Filters

    1 vote

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    New  ·  0 comments  ·  RingCX » AI quality management  ·  Admin →
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    Jay shared this idea  · 

  14. Scorecard Order of Questions & Inserting New Questions

    1 vote

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    New  ·  0 comments  ·  RingCentral Contact Center » Contact Center  ·  Admin →
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    Jay shared this idea  · 

  15. Add the option to export AI notes and transcripts through the admin portal

    43 votes

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    New  ·  5 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AVA (AI Virtual Assistant)  ·  Admin →
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    Jay supported this idea  · 

  16. Improve AI Transcription

    45 votes

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    New  ·  6 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AVA (AI Virtual Assistant)  ·  Admin →
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    Jay supported this idea  · 

  17. priorities

    3 votes

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    New  ·  0 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Jay supported this idea  · 

  18. Prioritized Internal Transferred Call Over External Calls When There Are Calls Waiting In Queue In RingCX

    3 votes

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    New  ·  0 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Admin →
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    Jay supported this idea  · 

  19. Include Digital State of Agents

    2 votes

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    New  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jay commented  · 

    Please reflect the Digital status in the "State" column. Like Available, Engaged, Pending-Disp, Lunch, etc a description of Chat or Email (or something similar) will populate in the same column. It is very confusing to see Available in one column, and yet have to look in a second column to identify that the agent is not actually available, they are engaged in a digital activity.

    Jay supported this idea  · 

  20. Do not disconnect all callers when organizer leaves conference call

    17 votes

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    Under Review  ·  4 comments  ·  Phone & Messaging » Other  ·  Admin →
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