Need SMS help? Our dedicated SMS/TCR team is here for you. ask our community, or call 1-888-898-4591 (Opt 3). Carriers now require TCR compliance to send text messages. Click here if you only need to receive SMS messages.

Are you using the latest version of RingCentral?
Update your app now to enjoy the latest user experience, enhanced security, and optimal call quality.

Release Notes > AI Quality Management

Release Notes

AI Quality Management

Stay up to date with the latest features, improvements, and bug fixes for AI Quality Management.

Q3 2025

September 2025

What's new

AI scorecard calibration: Create clearer, more consistent scorecards with AI-suggested questions and edits.
Scheduled reports: Send recurring reports automatically on your own schedule.
New reports:
- Saved views: Export saved Interaction views.
- Scorecard: Track agent scores.
- Development plans: See coaching plan activity.
- Users export: Download user and license details.

August 2025

What's new

Source recording ID: View call source info (e.g., REX queue, MS Teams ID) for easier cross-system tracking.
Delete calls: Admins can now delete call recordings in RingSense and log reasons for transparency.
Call processing rules: Exclude short calls from the Interactions page and reports.

July 2025

What's new

Trackers dashboard: View customer and agent trackers on one page. Toggle between percentages and counts, and open related calls in a drawer.
Advanced scorecard filters: Filter interactions by scorecard type, AI or human reviewer, and score range.
Language support: Full transcription and insights for calls in Italian and German.
Digital channels support: The following channels are now supported:
- Instagram Direct Messaging
- Messenger
- Facebook
- WhatsApp
- Apple Messages for Business
- SMS
- Chat
- Twitter
- Google Business Messaging
- Digital SMS
- Engage messaging