Mastering Ruut 2.0

This guide answers five common questions about managing your team, reviewing support quality and using reports in Ruut 2.0.

1. Can we assign Administrator or Supervisor roles?

Yes. Ruut includes Administrator and Agent roles by default. Supervisor is not a separate default role; use a custom role when you need a different set of permissions.

1. Sign in as an administrator and open Settings → Agents.

2. Find the team member and select the edit icon.

3. Choose the appropriate Role, then select Edit Agent to save.

For a supervisor or another specialised role, open Settings → Custom Roles → Add custom role. Give the role a name and description, choose its permissions, and submit it. Assign the custom role through the agent’s settings.

For example, a supervisor responsible for quality checks may need permission to manage conversations and reports. Choose permissions based on the work they need to do. If Custom Roles is unavailable, ask your administrator or Ruut support to confirm that the feature is enabled for your account.

2. Where do closed or resolved conversations go?

They remain in the Conversations view. You do not need a separate archive to review them.

1. Open Conversations → All Conversations from the home dashboard.

2. Use the sort/status controls for the conversation list and change the status to Resolved.

3. Open a conversation to review its messages, notes and any associated call recording.

You can also use the conversation filter button: set Status → Equal to → Resolved, then select Apply filters.

For quality checks, review whether the agent understood the issue, gave an accurate answer, communicated clearly and completed the promised follow-up. Add an Assignee filter when reviewing one agent’s assigned conversations.

3. How do we set up CSAT?

CSAT is configured separately for each workspace.

1. Open Settings → Workspaces and select the workspace you want to configure.

2. Open its CSAT tab and turn on Enable CSAT.

3. Choose the display type, such as emojis or stars, and enter the survey message.

4. Set any label-based survey rule needed for that workspace, then select Update.

5. Repeat for each workspace where you want to collect feedback.

Enabled surveys are triggered at the end of conversations according to the workspace’s rules. A CSAT survey is sent only once per conversation. Customer responses appear under Reports → CSAT.

For interpreting the results, see Measure customer satisfaction with Ruut’s CSAT report.

4. How does reporting work, and what needs to be in place?

Ruut reports use activity recorded in your account. Open Reports to review live workload, conversation metrics, agent and team performance, workspace activity, CSAT, SLAs and bot activity.

Put these basics in place so the reports have useful data:

• Connected workspaces and real activity: conversations and messages must flow through Ruut.

• Consistent assignment: assign conversations to the appropriate agents and teams, and use labels consistently for topic-based reviews.

• Accurate conversation status: mark completed conversations as resolved so resolution metrics reflect your workflow.

• Reporting access: the person reviewing results needs the relevant permissions. For custom roles, check the report-management permission.

• Business hours, when needed: configure them for the relevant workspaces and use the same Business Hours setting when comparing reports.

• Feature-specific setup: CSAT needs enabled surveys and submitted responses; SLA reporting needs policies applied to conversations; Bot reporting needs recorded bot activity.

Choose a date range and the relevant filters before drawing conclusions. Read response and resolution times alongside conversation counts. An empty report or a very small sample does not establish a performance trend.

See the Reporting guides for detailed explanations of each report.

5. Can we view all call recordings in one place and filter them by agent?

Ruut currently does not offer a dedicated recordings-only view filtered by agent. You can review an agent’s assigned conversations and open the recordings associated with those conversations.

1. Open All Conversations and select the conversation filter button.

2. Add Assignee → Equal to and select the agent.

3. Choose the appropriate status, such as All for a broader review or Resolved for completed cases, then select Apply filters.

4. Open the relevant conversation and review its recording when one is available.

The assignee filter finds conversations assigned to the selected agent; it is not a recording-only report of who made each call. For recording details, use the existing Ruut Voice guide.