Settings and activity

12 results found

1. add n/a to the yes/no responses on scorecards

   11 votes

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   0 comments  ·  RingSense & AI » RingSense  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   I’m pleased to let you know that we’ve added this feature—it’s now live and ready to use. You can select N/A as an option for any scorecard response. Please find the screenshot for additional details.

   Carrie supported this idea  ·  Nov 18, 2024

2. Automated reports for RingSense managers

   37 votes

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   2 comments  ·  RingSense & AI » RingSense  ·  Delete…  ·  Admin →
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   Planned  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   Thanks so much for sharing this suggestion! I’m happy to let you know that we’ve added it to our product roadmap for the upcoming quarter. We’ll update this thread and let you know here as soon as it’s live for our customers.

   Carrie supported this idea  ·  Nov 18, 2024

3. Export scorecard data

   40 votes

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   1 comment  ·  RingSense & AI » RingSense  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   Thank you so much for your valuable feedback. I'm pleased to announce that we've now released this feature.

   
   

   We've released the following new reports:

   • Scorecard report - Shows how agents are performing on scorecards. Use it to spot trends, identify where agents are struggling, and turn scoring data into coaching opportunities. (part of this feature request)
   • Saved views report - Generates a report based on a saved view from your Interactions page. Use it to download interaction info for review, performance monitoring, or sharing.
   • Development plan report - Tracks how many development plans are created and shared, and with which agents. Use it to monitor coaching activity and consistency over time.
   • Users export report - Generates a roster of users with details like managers, roles, and license assignments. Use it for audits, access reviews, and keeping external records up to date.

   
   

   Additionally, you can now schedule reports with the following key benefits:

   • Automated delivery: Set up recurring reports to be sent automatically at chosen intervals
   • Time savings: Eliminates manual effort in pulling and sharing data
   • Business impact: Ensures leaders and teams have timely insights for faster, data-driven decisions

   
   

   Thank you so much for your valuable feedback. I'm pleased to announce that we've now released this feature.

   
   

   We've released the following new reports:

   • Scorecard report - Shows how agents are performing on scorecards. Use it to spot trends, identify where agents are struggling, and turn scoring data into coaching opportunities. (part of this feature request)
   • Saved views report - Generates a report based on a saved view from your Interactions page. Use it to download interaction info for review, performance monitoring, or sharing.
   • Development plan report - Tracks how many development plans are created and shared, and with which agents. Use it to monitor coaching activity and consistency over time.
   • Users export report - Generates a roster of users with details like managers, roles, and license assignments. Use it for audits, access reviews, and keeping external records up to date.

   
   

   Additionally, you can now schedule reports with the following… more

   Carrie supported this idea  ·  Nov 18, 2024

4. RingSense: Pull in/Filter Calls based on Duration

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   57 votes

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   4 comments  ·  RingSense & AI » RingSense  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   This feature is now live for all RingSense customers. As a RingSense user, you can define minimum duration rules in your duration filters. This is also available as part of your profile settings.

   
   

   Key benefits of this feature include:

   
   

   • Custom thresholds: Customers can define minimum call duration rules
   • Cleaner data: Automatically hides short calls (e.g., voicemails, misdials) below the threshold
   • Business impact: Streamlines analysis by focusing only on meaningful customer interactions

   
   

   Please take a look at the attached screenshot for instructions on setting up the minimum duration threshold on your account

   Carrie supported this idea  ·  Nov 18, 2024

5. Agent to Agent Transfers in SMS and Engaged Digital Messaging

   19 votes

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   Planned  ·  1 comment  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Carrie shared this idea  ·  Sep 4, 2024

6. Agent to Agent Transfer in SMS and Engaged Digital Messaging

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   New  ·  0 comments  ·  Phone & Messaging » SMS/Text  ·  Edit…  ·  Delete…  ·  Admin →
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   Carrie shared this idea  ·  Sep 4, 2024

7. Wrap Time / After Contact Work

   59 votes

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   Future Consideration  ·  2 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Carrie supported this idea  ·  Aug 7, 2024

8. Agent personal queue - Easy UI feature

   7 votes

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   Future Consideration  ·  1 comment  ·  RingCX » Other  ·  Delete…  ·  Admin →
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   Carrie supported this idea  ·  Aug 7, 2024

9. Enhance Agent States

   61 votes

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   Planned  ·  3 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Carrie supported this idea  ·  Aug 7, 2024

10. RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)

    110 votes

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    Planned  ·  16 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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    Carrie supported this idea  ·  Aug 7, 2024

11. dashboards data refresh time

    61 votes

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    Future Consideration  ·  4 comments  ·  RingCX » Realtime & historical analytics  ·  Delete…  ·  Admin →
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    Carrie supported this idea  ·  Aug 7, 2024

12. As a super admin ability to edit live report dashboards that are owned by someone else

    17 votes

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    Planned  ·  1 comment  ·  Analytics & Reporting » Other  ·  Delete…  ·  Admin →
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    Carrie supported this idea  ·  Aug 7, 2024