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  1. my reports

    1 vote

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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    Jay shared this idea  · 

  2. Export scorecard data

    40 votes

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    1 comment  ·  RingSense & AI » RingSense  ·  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…

    Jay supported this idea  · 

  3. Ability to report and print completed evaluations.

    5 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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    Jay supported this idea  · 

  4. CSAT & Saved View Reporting

    1 vote

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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    Jay shared this idea  · 

  5. monitoring

    1 vote

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    New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jay shared this idea  · 

  6. RingCX "Monitor Only" Permission for new agent shadowing

    3 votes

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    Under Review  ·  0 comments  ·  RingCX » Other  ·  Admin →
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    Jay supported this idea  · 

  7. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

    82 votes

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    Under Review  ·  6 comments  ·  RingCX » Agent & supervisor experience  ·  Admin →
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  8. Supervisor Activity report

    5 votes

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    New  ·  1 comment  ·  RingCX » Agent & supervisor experience  ·  Admin →
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    Jay supported this idea  · 

  9. Pop-up window for incoming calls

    19 votes

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    New  ·  6 comments  ·  RingSense & AI » Accessibility  ·  Admin →
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  10. Separate Reports For Each ScoreCard Questions

    3 votes

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

    I'm pleased to announce that we've released 2 major features:

    1. Scorecard report - A new report in RingSense reports catalogue which gives you scorecard question level raw data. Along with this, you can also schedule reports
    2. Scorecard Intelligence - We've introduced a new tab inside Coaching module called scorecards, it gives you intelligence on scorecards at a question level. Here are the key benefits:
    • Actionable visibility: Unlock insights into scorecard performance and agent outcomes
    • Smarter analysis: Correlate agent scoring patterns (pass vs. fail)
    • Business impact: Exportable reports enable trend analysis and informed decisions


    You can find additional details in the attached screenshots

    Jay supported this idea  · 

  11. Comprehensive Data Download from RingSense

    21 votes

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    New  ·  2 comments  ·  RingSense & AI » RingSense  ·  Admin →
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    Jay commented  · 

    Agreed re API functionality, must include all RingSense data including CSAT scoring results

    Jay supported this idea  · 

  12. call recording and csat scores

    8 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense  ·  Admin →
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  13. Chinese Language Support

    4 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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  14. ability to skip to main part of the call by utilizing the call transcripts

    3 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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  15. Live call listening

    7 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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  16. Make it possible so that searching for call recordings in RingSense can be done by using UII

    4 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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  17. RingSense: Modifying AI Scores

    22 votes

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    Planned  ·  1 comment  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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    Jay supported this idea  · 

  18. LIVE TRANSFER

    6 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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  19. Train Ringsense with Our Policies, SOPs & Training Materials

    8 votes

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    New  ·  0 comments  ·  RingSense & AI » RingSense AI for RingCX  ·  Admin →
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  20. Feature Request: RingSense report downloads/exports do not always include corresponding columns to the set filters.

    1 vote

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    New  ·  0 comments  ·  RingSense & AI » RingSense  ·  Admin →
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