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Stay up to date with the latest features, improvements, and bug fixes for RingCX.
Release date: October 2024
RingCX
The IVA framework now supports SIP integration with third-party IVAs, including Cognigy.
RingCX now includes RingEX queue extensions in the corporate directory, allowing users to dial or transfer calls directly to queues.
Agents can send outbound chat messages directly from RingCX using APIs, making it easier to follow up on service issues, answer questions, and resolve problems.
Agents can preview multiple images and videos from emails, chats, and texts while composing a reply. Because images are available for preview, admins can now choose to restrict downloads on agents’ local devices.
Emoji widgets in RingCX have been upgraded to the same library used by RingEX, adding emoji search, skin tones, an expanded emoji library, and keyboard shortcuts.
Analytics
Reports
Agent Login Time Tracking Details: Shows agent first login time and last logout time per calendar day, along with durations of agent states.
Agent Speed of Answer: Shows the average speed of answer by agent and overall per contact center.
DNIS Inbound Overview: Shows the number of inbound interactions per DNIS number. Interaction details include DNIS description and time averages.
Interactions Overview: Shows all incoming and outgoing interactions including their metrics and handling resources, for a holistic view and analysis of contact center activities.
Metrics
Agent SOA: Average time it takes agents to answer voice interactions.
A large set of trend and forecast related metrics have been introduced for inbound and outbound interactions.
New metrics have been added to track the numbers and durations of various base states for contact center agents.
Attributes
Agent Locale: Displays the locale setting of the agent interface showing the agent’s preferred language (reserved for internal use).
Brand ID: Partner’s brand ID used for billing and integration.
Brand Name: Partner’s brand name used for billing and integration.
Sub Brand ID: Partner’s brand division ID used for billing and integration.
Sub Brand Name: Partner’s brand division name used for billing and integration.
Connected Route Destination ID: Displays a phone number or SIP address of the agent’s login extension.
DNIS Description: Displays the DNIS description if defined in the phone number settings; helps to identify interactions with the same DNIS description and group them for reporting purposes.