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How to connect Ringover with Hubicus QM

  • Updated

The Ringover integration for Hubicus Quality Monitoring allows you to easily process all your call interactions and evaluate your customer service quality. In this guide, you’ll learn how to connect the tools, filter your calls, and run evaluations to enhance your team's performance.

Prerequisites

Before starting the setup, ensure you meet the necessary requirements for the integration to work.

  • You must have a Ringover Business or Advanced account.
  • The integration must be performed by an admin account in Ringover.
  • Make sure that call recording is enabled for your users.

Integrate Ringover with HQM

1. Generate an API Key in Ringover

To connect the platforms, you first need to create a dedicated API key from your Ringover account.

Go to your Ringover Dashboard : 

  1. Click on Create API Key
  2. Fill in the fields (user and label)
  3. Click on Create
  1. Enable all rights for the API key.

2. Contact Hubicus HQM to activate

Once your key is ready, you need to request the activation directly from the Hubicus team.

  1. Contact your dedicated account manager at Hubicus HQM.
  2. Provide your Ringover admin email.
  3. Provide the API key that you just generated from Ringover.

Hubicus commits to getting back to you within 24 hours after requesting the integration. Wait 24 hours for the synchronization to be complete, and your Ringover calls will automatically be logged as interactions!

3. Select and Evaluate Calls in Hubicus

With the integration ready, you can start running evaluations across your call interactions.

  1. Go to the left-hand menu in Hubicus.
  2. Click on Quality Monitoring, then select New Evaluation.
  3. Click on the Link Interaction button.
  4. Filter your Ringover calls to find the exact interaction.

You can filter your calls using several options, including the team or user evaluated, date, duration, Ringover tags, Call ID, markers, notes, or call type (IVR or phone)

4. Advanced applications

You can leverage the Hubicus integration to optimize your customer experience monitoring even further.

  • Direct feedback: Directly comment on recordings to help advisors identify improvement areas and focus on key call moments.
  • Custom reporting: Create custom reports based on Ringover tags to analyze your quality scores with granularity.
  • Smart automations: Create automations in Hubicus whenever a specific Ringover marker is used (e.g., set a task to call back clients if a "warning" marker is applied in Ringover).

🎉 You now know how to integrate Ringover with Hubicus and can easily manage and enhance your customer service quality!