AI Conversation Expert (ACE)

We use ACE but some of the questions are not accurately grading. For example: When we verify a member there are two different ways. We can accept a text code or ask set questions. The bot seems to grade the questions being asked as a no instead of a yes.  Has anyone else run into this and what was the work around you used as my managers are spending a lot of time manually reviewing this to ensure the scoring is accurate. We have built in a variance for the scoring so that on the days we cannot go in and review its not negatively effecting the employees overall score during year end reviews. 

I recently updated the key phrases and intent categories with Customer Intents within Insights.  The following day when I went to the Insights section to check the information for today, it doesn’t appear that any of the customer intents that I updated are reflected in this section.  For example, when I look at the Top Interaction Drivers, the subcategories within the drivers are reflecting the previous information.  I wanted to verify that updating this information will be reflected in the Insights section and how long does it take for it to be updated?  Will it update previous information or only update interactions going forward.

When my user with a manager role in RingSense, try to create a custom tracker in RingSense, they do not have the option to do and create one.

I seem to be hitting a roadblock with ACE understanding the question that is listed on the scorecard causing myself and my managers to manually review a lot of calls. This is time consuming and I am curious to know if anyone else has encountered this and what was your resolution .I have opened numerous cases with Ring and have not been able to get a resolution. For context one of the questions on our scorecard is: Did the agent repeat either the caller’s first or last name at least twice?  

Hi all,We pull a scheduled Interaction Details report from RingCX every 15 minutes via SFTP, and load it into our internal Postgres table (ringcx.interaction_legs). We use that data to power a "Case Journey" view in our internal app, where reps can see all call activity for a given customer case.We'd like to add an "Open in RingSense" button next to each call so reps can jump directly to the conversation page, e.g. https://ringsense.ringcentral.com/calls/3f2a8e12-966b-40e3-8ce5-baa40396437b.The problem: the UUID in that URL isn't in our SFTP feed. We have:UII (e.g. 202604271934311801140000038844) ANI / DNIS segment_start_time, segment_index Agent name, disposition, queue, talk/wait/hold/wrap times Recording URL (vacd.biz link)But not the Segment ID (p-v-a531ab95...) or Dialog ID (s-v-a531ab95...) shown in the RingSense UI under "Source identifier," and definitely not the URL UUID itself.A couple of questions:Can the Segment ID, Dialog ID, or the RingSense call UUID be added as columns

We noticed recently that RingCentral AI assistant can transcribe and summarizes calls. Is there a way to those summaries into our Customer Relationship Management system? Steps/ Workarounds attempted:(According to talking to tech/dev support and personal tests with APIs) AI assistant data cannot be accessed via API which means any movement would be extremely manual.   RingSense (including at additional cost) has a very limited integration currently only containing a handful of Microsoft products none of which are a CRM.  RingSense API (beta) cannot be used on RingCentral’s media URLs because the RingSense API can only be used on “publicly accessible url.” This could be used if we moved our RingCentral media URL’s to a publicly accessible URL but then it would mean that all our call data would be publicly accessible. Do you know how we can get call summarizes into a CRM? 

Hi,I’m trying to use the RingSense Get Recording Insights API to get the transcript from a recorded call. I recorded the call with the RingSense app, and I can see the transcription exists there. The extension does have a RingSense licence, and my app does have the RingSense scope.When requesting using Get Recording Insights API I get the following error:Call not found with sourceRecordId: [removed by moderator] and source pbx in account [removed by moderator] I have also tried with the Get Session Insights API, with similar results.I validated the app permission using authz-profile/check?permissionId=ReadRingSenseInsightswhich confirmed I had the scope and could access all extensions. Here is the process I followed using the Try It Out technique embedded in the documentation: First get the call metadata usinghttps://platform.ringcentral.com/restapi/v1.0/account/~/extension/~/call-log/CLjYmPBzbUTxDUAwhich returns:{ "uri": "https://platform.ringcentral.com/restapi/v1.0/account/ [removed

🚀  RingCentral University is excited to announce the launch of a new course: Getting started with RingSense! This is a course for administrators that covers key topics to begin implementing RingSense. By the end of the course, learners will be able to:Manage users on their account Set up trackers and scorecards Review and analyze interactions Leverage coaching insights to improve performance Check it out HERE.

We just purchased RingSense for EX, but I’m not finding much documentation around how to assign a manager to be able to view the related metrics/transcripts/scorecards and etc - most of the docs seem to be geared toward the CX RingSense tool. After I add the license to the users, how to I enable their manager to view the details for their individual staff?  is the only way to create a team within RingEX?  If we create a team, can all members of the team review each others RingSense info, or just the manager.

I have a question for any users of RingSense. When you bring up the main screen (Interactions) and have the list of calls, can you click on a call and see the transcript for that call? I know you can search for calls and access the transcripts that way, but I have been getting very mixed messages from RingCentral about the ability to see a transcript for a call without doing a search first.Any feedback would be appreciated. Thanks.

We’re excited to announce that we’ll soon be exiting Early Access Preview, and making these capabilities available to all customers! Here are some important updates:New name: RingEX AI Assistant (“AI Assistant”) Thanks to your feedback we have renamed this product feature AI Assistant. You’ll get continued access at no cost AI Assistant will be available in Advanced, Ultra, Standard, Premium, and Ultimate tiers. As a thanks to our Core and Essentials Early Access customers, you’ll receive continued access until further notice. Feature access This feature is default ON for all users. If you want to turn these features off for your entire organization or for just some users, this can be configured in the admin portal. Product Specific Terms: Starting October 24, 2024, your use of AI Assistant is subject to your Agreement with RingCentral and the RingEX AI Assistant Terms available at https://www.ringcentral.com/legal/add-on-services.html .  Other Product changes:Default Audio prompt cann

Hello, I’m new here, and we are still working on implementation for RingEx, RingCentral Contact Center (NICE's InContact), along with RingSense AI.  Anyone currently using RingSense with the same Contact Center?  Looking at the current training courses, they all seem to be towards using RingSense with RingCX. I’d love feedback on how your experience so far is with using these 2 products together.