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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 25.3.20

Release date: August 2025

What’s New

This is the August Release Note Summary.

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

August Release Notes summary

Features

RingCX Core

Clicker agents can use keyboard shortcuts to speed up dialing in HCI dial modes.
You can now see the RingEX availability status when dialing or transferring calls through RingCX.

Integrations

The RingCX browser plugin supports RingCX within the RingCentral app.
Agents can now click to initiate SMS conversations directly from any phone number field within a contact or lead record across all our supported CRMs. This feature streamlines outreach, improves agent efficiency, and intelligently adapts to each CRM's native UI for a seamless experience.
RingCX for Zendesk: The RingCX for Zendesk integration now includes an expandable side panel that automatically displays voice scripts and full digital message threads. This brings critical context directly into the agent's workspace, reducing screen switching, improving efficiency, and ensuring agents have the information they need to handle interactions effectively.

Analytics

Dashboards

Inbound Interactions Volume: Tracks inbound contact center activity, showing interaction volume, queue performance, and trends to monitor efficiency and identify service gaps. The dashboard includes a number of new reports.

Reports

Agent Conduct: The report has been updated. The Acceptance Rate metric has been replaced with the Agent Acceptance Rate metric.
IVR Survey Result: Displays the number of answers to survey questions grouped by IVR block.
Interaction Outcome: Shows a daily trend of answered, missed, and transferred interactions based on the interaction start date.
Queue Inbound Interaction by Agent Group: Shows the number of inbound interactions by agent group over time.
Queue Inbound Interaction per Day of Week and Time of Day: Shows distribution of inbound interactions by day of the week and time, displayed in 15-minute intervals.
Queue Inbound Interaction Trend: Shows the number of inbound interactions by product group over time.
Total Inbound Interaction Trend: Shows the daily trend of total inbound interactions by interaction start date.

Metrics and Attributes

The format of duration-calculating metrics has changed to DD:HH:MM:SS.
Warm Transfer Type attribute: The method used during a warm transfer. Possible values are:
- Consult: Agent speaks with another agent before completing the transfer.
- Conference: Agent joins all parties together before leaving the interaction.
Custom Field Value Interaction Rate metric: The percentage of interactions to each Custom Field Value out of the total number of interactions.
Inbound Interaction without Queue metric: The number of inbound interactions that weren’t distributed through a queue.
Queue Inbound Interaction Rate with Agent Communication metric: The percentage of queued inbound interactions distributed from a queue to an agent and answered by the agent.
Queue Inbound Interaction Rate without Agent Communication metric: The percentage of queued inbound interactions distributed from a queue to an agent and not answered by the agent.
Queue Inbound Interaction with Agent Communication metric: The number of inbound interactions distributed from a queue to an agent and answered by the agent.
Queue Inbound Interaction without Agent Communication metric: The number of inbound interactions distributed from a queue to an agent and not answered by the agent.