RingCX now puts AI agents in the same live supervisor view, quality rubric and staffing forecast as human agents.

The Gist

One dashboard for AI and human agents. RingCX now extends live supervision, quality scoring, journey analytics and staffing forecasts to AI agents, including RingCentral AI Receptionist (AIR) and AIR Pro.

One quality rubric. Supervisors can score AI agent conversations against the same rubric they use for human agents and step into live AI conversations.

Adoption is ahead of coverage. AIR customers nearly quadrupled year over year, but CEO Vlad Shmunis said last week that AI still answers a very small share of calls on RingCentral's network.

RingCentral wants contact center supervisors to watch, grade and schedule AI agents with the same tools they use for human agents.

The company announced new AI capabilities for RingCX on Oct. 28 that put AI and human agents in a single supervisor view.…