Settings and activity
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288 votes
Lariane
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105 votes
An error occurred while saving the comment Lariane
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1 voteLariane
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49 votesLariane
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5 votesLariane
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36 votes
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
- Enhanced visibility: Source identifiers in RS make it easy to correlate data across RS ↔ REX/RCX.
- Smarter insights: REX/RCX call-queue metadata is now available for advanced filtering and analysis.
- Customizable targeting: Use Queue and Disposition to build highly relevant, outcome-aware scorecards.
Lariane
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3 votesLariane
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7 votesLariane
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35 votesLariane
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83 votesLariane
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2 votesLariane
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An error occurred while saving the comment Lariane
commented
Completely agree, having an RNA State Duration option in RingCX would be incredibly helpful. Allowing the system to automatically switch from RNA to Available after a set duration would not only improve overall agent availability but also help prevent misuse of the RNA status to avoid calls. This would make queue management smoother and ensure fairer workload distribution across the team.
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7 votesLariane
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7 votesLariane
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2 votesLariane
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12 votesLariane
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3 votes
An error occurred while saving the comment Lariane
commented
Yes, this is critical.
Having "Ringtone and notification source" be "All audio sources" would be game changing for agents who work through an omnichannel solution handling emails, calls, messages simultaneously.
This should be considered for both Salesforce Integrations.
Lariane
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2 votesLariane
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3 votesLariane
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2 votesLariane
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11 votesLariane
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Completely agree, it creates inflated metrics and misrepresents actual agent activity, making the data unreliable for workforce planning. This is a critical issue for Workforce Management, as accurate status data is essential for forecasting, scheduling, and performance tracking.