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Release Notes > RingCX > June 2024

Release Notes

RingCX | June 2024

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

Version 24.2.3

Release date: June 2024

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

RingCX

Additional language support for:
- French (Canadian)
- Spanish (Latin America)
ServiceNow CRM integration embeds the RingCX agent UI experience into the ServiceNow environment.
HubSpot CRM integration embeds the RingCX agent UI experience into the HubSpot environment.
RingCX Chrome extension allows any web-based CRM access to click-to-dial and the option to perform a screen pop based on a hard-coded URL with ANI as the identifier.
Microsoft Teams direct routing is available for an agent leg connection for RingCX agents.
Ability to integrate holiday scheduling with Interactive Voice Response (IVR) systems.
New call recording playback through the Interaction Details report of the Interaction Overview dashboard. This allows customers to listen to call recordings for quality and troubleshooting purposes. Customers may also utilize this feature by creating their own report with the Recording URL field.
For RingCX digital interactions, every action defined on a Queue Event with an End Message setting transmits the predetermined message back to the originating channel.
Ability to access and download summaries and transcripts of voice and digital interactions through the Interaction Summary, Transcript and Recording report of the Interaction Overview dashboard. This allows customers to review interaction summaries and transcripts for quality and troubleshooting purposes. Customers may also use this feature by creating their own reports with the Agent Summary URL, Auto Summary URL, and Transcript URL fields.

Dashboards

New Overflow Queue Overview historical dashboard which provides a holistic view of inbound interactions being transferred to the overflow queue with related metrics and trends, helping the contact center analyze inbound overflow queue activities and performance.
The Interactions Overview historical dashboard is updated to display the new Interaction Summary, Transcript and Recording report.

Reports

The CRM Adaptors Usage report enables tracking the usage of CRM adaptors.
Inbound Overflow Queue Interactions Overview report that gives an overview of inbound interactions being transferred to the overflow queue.
Overflow Queue Interactions by Day report that shows inbound interactions being transferred to the overflow queue by day.
Overflow Queue Interaction Details report that provides complete data for all interactions being transferred to the overflow queue.
The Weekly Inbound Overflow Queue Interactions report provides an overview of inbound interactions being transferred to the overflow queue by week.
Inbound Overflow Queue Interactions report that gives an overview of inbound overflow queue interactions.
The Overflow Queue Interactions and Rate report shows the trend of inbound interactions being transferred to the overflow queue and their rate.
The Interaction Summary, Transcript and Recording report includes URLs of summaries, transcripts, and recordings for all voice and digital interactions on the platform, and provides the ability to download files from the URLs.

Metrics

Inbound Interaction External Transfer Rate which is the percentage of inbound interactions being externally transferred as a ratio to all inbound interactions.
Inbound External Transfer Interaction is the number of inbound interactions being externally transferred.
Inbound SLA Qualified Abandoned Interaction shows the number of abandoned inbound interactions being presented for agent handling. Short abandoned and inbound deflected calls are excluded.
Inbound SLA Qualified Interaction shows the number of inbound interactions to be presented for agent handling. Short abandoned and inbound deflected calls are excluded.
Inbound SLA Qualified Interaction Rate is the percentage of inbound SLA qualified interactions as a ratio to all inbound interactions. Short abandoned and inbound deflected calls are excluded.
Inbound SLA Qualified Abandoned Interaction Rate shows the percentage of inbound SLA-qualified abandoned interactions as a ratio to all inbound interactions. Short abandoned and inbound deflected calls are excluded.
Inbound Deflected Interaction shows the number of inbound interactions being deflected and sent to another destination.
Inbound Deflected Interaction Rate shows the percentage of inbound deflected interactions as a ratio to all inbound interactions.
Max Queue Time w/o Abandoned shows the maximum time an interaction was waiting in the queue excluding abandoned interactions.

Attributes

Agent Summary URL: The URL for the agent-provided summary of the interaction.
Auto Summary URL: The URL for the auto-generated summary of the interaction.
Transcript URL: The URL for the interaction transcript.
Transfer Type: Indicates if the transfer type was cold or warm
Transfer Type ID: Unique identifier of transfer type (reserved for internal use)