I’m looking into possibly adding Ringsense to our current RingCX setup. With Ringsense, can both agents and supervisors access it, or just supervisors? I’m assuming if agents can access it, they will only be able to view their own calls, get AI summarizations, and see how their calls are scored, correct?
Hi
Yes, with RingSense integrated into your RingCX setup, both agents and supervisors can access it, but with distinct levels of functionality tailored to their roles. It also depends on your preference, because you can always make restrictions on what you want them to access.
For Agents:
Access: Agents primarily access RingSense for self-improvement and to review their own performance.
Key Capabilities:
View their own call recordings, transcripts, and AI-generated summaries.
See their individual call scores (e.g., sentiment, compliance, specific interaction metrics) as determined by AI.
Access AI-driven insights specific to their performance, often highlighting strengths and areas for development.
Review coaching feedback and development plans provided by their supervisor within the platform.
Limitations: Agents typically cannot view other agents' calls, team-level dashboards, or supervisor-specific analytics. Their access is focused on their personal interactions and growth.
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