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Release Notes > RingCX

Release Notes

RingCX

Stay up to date with the latest features, improvements, and bug fixes for RingCX.

Version 25.2.30

Release date: June 2025

What’s New

This is the June Release Note Summary.

RingCentral may update these Release Notes to document additional resolved and known issues.

June Release Notes summary

Features

RingCX Core

New omni-channel interactive nodes in Workflow Studio that enable direct, IVA-free customer interactions:
- Get multiple choice input node: Prompt customers to select one option from a list of predefined options.
- Get free-form input node: Prompt customers for information, and then validate their response.
- Send message node: Deliver a one-way message without expecting a response.
New Streaming nodes in Workflow Studio to start or stop a real-time audio stream to a third-party server using gRPC. Use this node to integrate with AI tools for transcription, agent coaching, or compliance monitoring.
Improved keyboard shortcuts for HCL clicker agents, allowing clicker agents to dial out on a lead and select the next lead with one keystroke for HCL paced leads.
Option for RingCX to announce the caller’s position in the queue for inbound calls.
Users with permission can launch RingCX Analytics from the RingCentral app.
Users with permission can launch RingCX Admin from the RingCentral app.
Agent Assist for RingCX, a real-time AI assistant that surfaces relevant knowledge base articles and answers questions when the agents need them.
Agent Assist now allows admins to select and assign more than one knowledge base folder to a single queue.

Integrations

RingCX for ServiceNow supports the latest Yokohama release.
RingCX for Salesforce:
- Supports all Salesforce softphone screen pop options.
- Supports voice interactions within Sales Engagement.
RingCX for Salesforce Service Cloud Voice (BYOT):
- Enables agents to search and connect with contacts in the customer’s corporate directory for outbound calls and transfers.
- Provides call recording playback directly within Salesforce for RingCX admins.

Digital

Customers can search existing messages using client information:
- Email
- First name
- Last name
- Screen name
- Phone number
Agents can search for contact names and phone numbers when sending an SMS message.

Analytics

Reports

IVR Survey Result Details: Provides a detailed view of individual survey responses collected through the IVR system.
Outbound Lead List Overview: Provides a detailed view of lead list data, including penetration and success rates.

Metrics and Attributes

New metrics related to queue callback requests, providing insights into callback performance and customer experience within queues:
- Callback Interactions Unaccepted
- Callback Interactions Waiting
- Callback Interactions Uncompleted
Introduced 1-minute aggregated bucket attributes for Segment and Agent State datasets, enabling customers to analyze data in precise 1-minute intervals for more granular insights:
- Started Minute
- Interaction Start/End Minute
- Segment Start/End Minute
Introduced the Last updated attribute in real-time dashboards to display the most recent data refresh timestamp and include a snapshot of the corresponding dataset in case of disconnections.

AI Quality Management

AI Quality Management now allows you to run on-demand development plans in addition to the monthly-generated development plans.
Users can customize which scores and additional metadata they want to display as columns in the interaction list.
A new AI Quality Management environment has been deployed in Canada, making it possible for Canadian customers to comply with local regulations.
AI Quality Management can process calls in French (FR & CAN) and show the transcript and all insights in both French and the user’s language.