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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 25.2.10

Release date: April 2025

What’s New

This is the April Release Note Summary.

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

April Release Notes summary

Features

RingCX Core

Agent Availability API provides real-time visibility into key agent availability metrics for contact center queues, including the following:
- Longest Waiting Time
- Number of Waiting Interactions
- Number of Agents Available
- Number of Agents Logged In
A new JavaScript function getCNAM(number) returns the CNAM for a given number is available in the JavaScript node in Workflow Studio.
Customers ask visitors to fill out a pre-chat form at the beginning of a chat conversation. The form now includes:
- Category and message variables
- Custom field types
- Multi-thread & new conversation support
- Style builder
- Mobile support
Longer posts up to 25,000 characters are available for X premium accounts.
Ability to select RingCX as the category when reporting an issue from RingEX.

Integrations

RingCX for ServiceNow integration now includes agent state sync with ServiceNow digital channels.
RingCX for ServiceNow integration supports Service Operations Workspace, enabling seamless agent workflows for IT service management and operations teams. ServiceNow for Operations Workspace supports workflow customization, contextual actions, and localization.
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.
RingCX for Salesforce: You can now upload and manage Salesforce leads into the RingCX outbound dialer without leaving Salesforce.
RingCX CRM integrations now include a Need help button that directs users to the RingCX support site.

Analytics

Dashboards

Agent Activity Overview: Provides simplified historical insights into individual and team-level agent performance, workload, and efficiency in your contact center helping supervisors and managers assess agents’ individual contributions and key performance indicators (KPIs); identify agents’ strengths and areas for improvement; and optimize overall productivity and workforce management.
Contact Center Activity Overview: Provides simplified historical insights into major key performance metrics and trends related to your contact center performance helping managers and supervisors monitor efficiency, customer interactions, and overall performance.

Metrics and Attributes

Screen Recording URL: Playback and download a screen recording
Transfer Type From/To: Report the type of transfer to and from a destination
Transfer Mode From/To: Report the transfer mode to and from a destination
UC DNIS/CC DNIS: Capture RingEX and RingCX user number
UC Details: Capture RingEX participant type information
CC To UC Transferred Interactions: The number of interactions being transferred from RingCX to RingEX
UC To CC Transferred Interactions: The number of interactions being transferred from RingEX to RingCX
Interactions with Agent to Agent Transfers: The number of interactions an agent transferred to another agent
Segments with Agent to Agent Transfers: The number of segments an agent transferred to another agent