Display Both "Engagement" and "Scorecard" in RingSense Interactions View
Request Summary:
The customer would like the ability to display both the Engagement score and the Scorecard score simultaneously in the Interactions view within RingSense.
Current Limitation:
At present, the “Score” column in the Interactions view only supports displaying either Engagement or Scorecard, but not both at the same time. This limitation requires users to toggle between views, resulting in a fragmented user experience.
Customer Need:
The ability to view both scores side by side is important for teams analyzing call quality and agent performance comprehensively. Engagement provides insight into customer interaction levels, while the Scorecard reflects adherence to evaluation criteria.
Proposed Enhancement:
Allow the Interactions view to include two separate columns, one for Engagement and one for Scorecard.
Enable column-level configuration so users can choose which metrics to include without overriding the existing "Score" column.
Impact:
This would improve operational efficiency for supervisors and QA teams, allowing them to assess agent performance and customer engagement metrics at a glance without switching views or reconfiguring columns.
Ben
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