{"id":58502,"date":"2024-12-03T10:22:44","date_gmt":"2024-12-03T18:22:44","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=58502"},"modified":"2025-03-13T06:41:39","modified_gmt":"2025-03-13T13:41:39","slug":"ringsense-latest-updates-bring-new-coaching-tools-custom-workflows-to-qa","status":"publish","type":"post","link":"\/us\/en\/blog\/ringsense-latest-updates-bring-new-coaching-tools-custom-workflows-to-qa\/","title":{"rendered":"RingSense latest updates bring new coaching tools, custom workflows to QA"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">RingSense latest update expands enterprise capabilities\u00a0<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">RingSense, RingCentral\u2019s conversation intelligence solution, is designed to make every conversation count. Our latest updates give your team the insights they need to grow and succeed, without the complexity. From personalized coaching to automated quality checks, we&#8217;re making it easier than ever to turn your calls into real business improvements.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Key new features and their unique benefits<\/span><\/h2>\n<h3 class=\"heading h2 h3\"><b><a id=\"powerful\"><\/a>1) Powerful new call filtering experience<\/b><\/h3>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-58503\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/Screenshot-2024-12-02-at-9.59.21\u202fPM.png\" alt=\"\" width=\"1426\" height=\"922\" \/><\/p>\n<p><span style=\"font-weight: 400;\">We&#8217;ve given our call filtering system a refresh to make it even easier for you to find exactly the calls that matter most. While filters and saved views have been in the product, we&#8217;ve made them more visible and easier to use, and now allow you to pin views. Give it a try on the Calls page.<\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">Why it matters: <\/span><\/i><span style=\"font-weight: 400;\">These improvements make it easier to follow an effective workflow of getting insights from calls and acting on them:<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>Define &amp; Capture:<\/b><span style=\"font-weight: 400;\"> Use filters to capture groups of calls that you want to monitor. Save this search as a saved view and give it a name (e.g., &#8220;Contract negotiation calls over 5 minutes with feature confusion&#8221;)<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>Prioritize:<\/b><span style=\"font-weight: 400;\"> Pin 2-3 views that align with your current improvement focus areas<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>Monitor:<\/b><span style=\"font-weight: 400;\"> Enable email notifications for your priority views to stay informed of new matching calls<\/span><\/p>\n<p style=\"padding-left: 40px;\"><b>Act &amp; Improve:<\/b><span style=\"font-weight: 400;\"> Review matching calls promptly.\u00a0 Provide targeted feedback to reps. Update call playbooks based on learnings. Rotate focus areas every few weeks.<\/span><\/p>\n<h3 class=\"heading h3\"><b><a id=\"AI\"><\/a>2) AI Coaching Insights<\/b><\/h3>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-58504\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/12\/Screenshot-2024-12-02-at-9.59.43\u202fPM.png\" alt=\"\" width=\"1398\" height=\"862\" \/><\/p>\n<p>Now in closed beta, AI Coaching Insights is designed to offer comprehensive, data-drive insights into your team&#8217;s performance each month. Leveraging both quantitative and qualitative metrics, this feature provides:<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Aggregated Monthly Insights: Areas of strength and opportunity for each agent, with examples and explanations, in a format perfect for using in coaching sessions.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customizable Recommendations: Managers or supervisors can edit, add, or hide recommendations as needed, and finalize evaluations that can be sent directly to agents.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Historical Evaluation Reference: Easily access historical data and evaluations to track progress over time.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">These insights are generated during the first week of each month, allowing for timely, actionable coaching plans.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingSense examines every call and aggregates themes based on AI-computed speaker metrics (such as sentiment, energy levels, talk-to-listen ratio, and filler words, etc.), scorecards that define what good looks like, and manual feedback given by managers over the previous month. This way, the various aspects of agents\u2019 performance are captured &#8211; how engaging they are on calls and how effective in driving successful outcomes.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><i><span style=\"font-weight: 400;\">Why it matters:<\/span><\/i><span style=\"font-weight: 400;\"> For managers, AI Coaching Insights delivers significant time savings by automating the leg work of reviewing every call and spot recurring feedback themes. For agents, it makes coaching more targeted and actionable, helping them focus on specific improvements that matter most.<\/span><\/p>\n<h3 class=\"heading h3\"><b><a id=\"Effortless\"><\/a>3) Effortless integration with RingSense APIs and Zapier<\/b><b><br \/>\n<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Bring insights where they&#8217;re needed. RingSense API and Zapier integration allow you to get call recording transcripts and summaries into your key business systems. Using the API requires some coding, while Zapier lets you automate workflows in a no code fashion. Trigger alerts in Slack, send action items to project boards, or sync insights with your CRM.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Why it matters: You can now bring RingSense insights directly into the tools your team uses every day. Automate updates, streamline tasks, and make sure everyone has the data they need, right where they need it.<\/span><\/p>\n<h3 class=\"heading h3\"><b><a id=\"Flexible\"><\/a>4) Flexible data retention for your specific needs<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Define retention periods from a single day to eight years, choosing precisely what to keep\u2014whether media, transcripts, or both. Join our beta today! During the beta period, data retention will be provided at no additional cost. We look forward to collaborating with customers as we move toward product launch in 2025.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><i><span style=\"font-weight: 400;\">Why it matters:<\/span><\/i><span style=\"font-weight: 400;\"> Control over data retention means you can meet regulatory requirements without wasting storage on unnecessary data, letting you focus on what\u2019s essential to your business.<\/span><\/p>\n<h2 class=\"heading h3 h2\"><b>Real-world applications, real world benefits<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingSense isn\u2019t your typical conversation intelligence tool. Integrated seamlessly with both RingEX and RingCX, it\u2019s built to get right to the heart of what your team needs, turning conversations into insights that are easy to use and act on. Imagine coaching that\u2019s a bit like a personal guide, giving each team member exactly what they need to grow, all in one place. With customizable settings and powerful automations, RingSense is designed to effortlessly fit into your day, give you visibility into your calls, save you valuable time and let you focus on what matters most.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>RingSense latest update expands enterprise capabilities\u00a0 RingSense, RingCentral\u2019s conversation intelligence solution, is designed to make every conversation count. Our latest updates give your team the insights they need to grow and succeed, without the complexity. From personalized coaching to automated quality checks, we&#8217;re making it easier than ever to turn your calls into real business &#8230;<\/p>\n","protected":false},"author":1240,"featured_media":58505,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390,18885],"tags":[],"class_list":["post-58502","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","category-ringcentral-newsdesk"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Enhance team performance with new AI coaching tools<\/title>\n<meta name=\"description\" content=\"Discover RingSense&#039;s latest updates from RingCentral, featuring enhanced call filtering, AI-driven coaching insights, and seamless integrations with business systems. 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