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  1. Filter by Voice/Digital Queue in RingSense for RingCX

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    4 comments  ·  RingCX » AI quality management  ·  Admin →
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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    I'm pleased to announce that this feature is live! RingSense (RS) now lets you:

    • Filter interactions by Queue (REX/RCX) and Disposition in the filter panel.
    • See source identifiers on each interaction—including the queue (REX, RCX) and the final Disposition value—for clear traceability.
    • Target scorecards using Queue and Disposition so you can tailor evaluations by routing path or final outcome. (Great for customizing scorecards by team/flow or result.)

    More details in the attached screenshots.


    Why this matters

    1. Enhanced visibility: Source identifiers in RS make it easy to correlate data across RS ↔ REX/RCX.
    2. Smarter insights: REX/RCX call-queue metadata is now available for advanced filtering and analysis.
    3. Customizable targeting: Use Queue and Disposition to build highly relevant, outcome-aware scorecards.
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    Ashley commented  · 

    Critical

    Ashley supported this idea  ·