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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 25.1.10

Release date: January 2025

What’s New

This is the January Release Note Summary.

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

January Release Notes summary

Features

Self-service setup for WhatsApp in RingCX: Customers can now set up the WhatsApp Channel in RingCX independently using detailed documentation. This reduces setup costs and streamlines the process. Professional Services assistance remains available upon request.
Salesforce BYOT integration for RingCX: Shared Salesforce and RingCX customers can now use a RingCX voice channel while accessing Salesforce Omni and Einstein features. This is an additional integration option and does not replace the existing RingCX for Salesforce integration.
Embedded lead list upload in Salesforce: Customers can now upload and manage lead files created in Salesforce directly within a RingCX campaign—without leaving the Salesforce admin interface.
Undock adapter option for Salesforce: Salesforce admins can now choose between the current second iframe view or an undockable adapter view, consolidating all functionality into a single screen.
Freshservice CRM integration: Agents can now manage voice and digital interactions within Freshservice CRM while using the embedded RingCX omni-channel agent UI. The integration includes record matching, screen pops, record linking, and data memorialization.
Insightly CRM support in Chrome Extension: To ensure compatibility with the Insightly CRM, we have tested the current Chrome extension capabilities for the following:
- Inbound screen pop
- Outbound click-to-dial and copy to RingCX
- Outbound screen pop dialer
- Custom Workflow context search variables
Microsoft Edge browser extension: Supports the same features as the Chrome extension, including:
- Inbound screen pop.
- Outbound click-to-dial and copy to RingCX.
- Outbound screen pop dialer.
- Supports call context search variables configured in Workflow
Browser extension support for Workflow context variables for record match: Browser extensions now support additional inbound context variables for record matching in screen pop searches.

Analytics

Metrics: To facilitate integrated reporting on agent performance in outbound campaigns, RingCX analytics now has the following new metrics: Outbound Answered Rate, Outbound Dialer Call Attempt by Campaign, Outbound Dialer Call Attempt by Agent and Product, Agent Login Hours, and Agent Working Hours.
Dashboard and report performance has been improved when displaying extremely large amounts of historical data. Reports exceeding the 60,000-record limit now display partial results with the option to export a full report’s data as a raw CSV file.
Attributes:
- Transfer Mode: Indicates if the interaction was transferred using manual or automated transfer
- Agent Login Endpoint Type: The device type an agent used to log in to the platform
- Agent Script Custom Field Name: Name of the agent script custom field
- Agent Script Custom Field Value (String): Value used in the agent script custom field name
- Segments by Queue Time Buckets: Time ranges to group segments based on their time in queue. Use in combination with Queue Answered or Queue Abandoned metrics to report on interactions answered and abandoned within specific time intervals.
Metrics:
- Auto Transferred Interactions: Number of interactions that were transferred automatically to another product.
- Manually Transferred Interactions: Number of interactions that were transferred manually to another product. Use this metric in combination with the Previous Product and/or Previous Agent attributes.
- Queue Inbound Interaction Ended in Queue: Number of inbound interactions that were placed in a queue and ended before being distributed to an agent
- A large number of Queue Answered and Queue Abandoned metrics have been added, tracking the numbers and rates of interactions answered or abandoned while in a queue, and covering multiple time intervals from less than 10 seconds to over 20 minutes.
Dashboards and reports: Agent Activity dashboard, Agent Conduct dashboard, and Agent Scorecard dashboard now include four new reports that capture transferred interactions:
- Agent to Agent Transfer report: Displays the interactions transferred between agents, including transfer type and transfer mode.
- Agent to Product Transfer report: Displays the interactions transferred from agents to different products, such as a voice or digital queue.
- Agent to Agent Interactions Chart report: Shows the path of an interaction transferred from one agent to another.
- Agent to Agent Transfer Interaction Details report: Shows the details about the agents and products involved in the interaction transfers.
  
  The following new Standard reports have been added:
- Agent Performance in Outbound Campaign report: Shows distribution of outbound interactions across agents per campaign, including agent dispositions, answer rates, agent working hours, and total login durations.
- Interactions by Transfer Mode report: Shows the number of interactions with either manual or automated transfer mode grouped by previous product type and previous product.
- Transfer Mode Distribution report: Shows interactions distribution by transfer mode.
Quality Management: Automated Scorecards - Summary and Playback:
- Managers and supervisors can now play back specific moments in a conversation linked to automated scorecard questions (if available).
- AI-generated scorecard responses include a summary, allowing managers and supervisors to review key points without listening to the full call.