Settings and activity
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19 votes
Shannon
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3 votesShannon
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10 votesShannon
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57 votes
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
Shannon
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39 votes
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…
Shannon
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86 votesShannon
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4 votesShannon
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18 votesShannon
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22 votesShannon
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58 votesShannon
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77 votesShannon
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4 votesShannon
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4 votes
Thank You for Your Feedback
After careful review, we are pleased to inform you that your suggestion has been accepted and is now scheduled as part of our upcoming product roadmap.
Your feedback plays a critical role in guiding our priorities, and we look forward to providing you with further updates as this initiative progresses.
Shannon
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4 votesShannon
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8 votesShannon
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25 votesShannon
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9 votesShannon
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We would like to have a more inclusive audit log or analytics report to identify if an agent manually changed their own queue status, if it was changed by someone else (a supervisor), or if it was updated automatically by system status timeout, disconnection, etc.