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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 26.1.10

Release date: January 2026

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

RCX Core

  • You can now use workflow to set an external contact so agents see CRM and custom database contact details in the Unified Contact Management, with interaction history automatically linked to the external contact ID. 
  • Supervisor category priority and dashboard preferences are now saved automatically and persist across sessions and browsers. 
  • Upload a Dialable Status Override list to pause dialing for specific numbers or leads for a set period, even if they haven’t been uploaded yet, with updates taking effect immediately. 

Integrations

RingCX for all CRM integrations:

  • Disposition categories are now available for all RingCX CRM integrations, so agents can view and select detailed category tags directly within the disposition panel to accurately classify interactions.
  • The adaptor now displays the Queue Name for inbound and outbound interactions directly in the interface for all RingCX CRM integrations. 

RingCX for ServiceNow:

  • You can now automatically associate the active interaction with the visible or newly created record in RingCX for ServiceNow. 
  • If you select to log calls as interactions, you now have the option to auto-save the interaction.
  • RingCX for ServiceNow now supports the ServiceNow Zurich version. Support for the older Xanadu version has been deprecated. 

RingCX for Zendesk:

  • Admins can now configure RingCX for Zendesk to automatically create tickets when a known user calls. When disabled, the system identifies the caller, but will not automatically create a new ticket, preventing unwanted empty tickets. 
  • You can now select to use the AT&T Office@Hand domain. By default, this is not selected for the standard RingCX version.

Analytics

  • Granular access control: Permissions to specific product types in RCX Analytics Historical Reporting can now be granted through user roles. This addresses compliance requirements for the Analytics user management and strengthens data security by ensuring that users have access only to the historical data relevant to their roles.
  • Interaction Categories support: Categories are now supported for reporting on voice and digital interactions, through a reportable attribute, a filter, and a new report. Analysts can view interaction categories alongside other key metrics and apply category filters across dashboards and reports. This enhances visibility into the customers’ reasons for contacting your business, helping you to quickly identify trends, monitor service demand, and uncover actionable insights.

New Reports and Dashboards

The following new reports are available:

  • Agent Dispositions Breakdown for Callbacks report
  • Avg Callback Time Trend report
  • Callback Interaction Details report
  • Queue Callbacks Performance report
  • Speed of Callbacks per Queue report
  • Speed of Callbacks Trend report
  • Interaction Category Heatmap report
  • Inbound Cloud Profile Overview report

The following new dashboards are available:

  • The Queue Voice Callback dashboard shows how often callers with specific phone numbers (ANI) request callbacks in particular queues. Use it to identify repeat callback patterns, potential issues with callback execution, and queues where callers may not be getting timely responses.
  • The Cloud Profile Overview dashboard provides centralized visibility into interaction volume and performance across cloud profiles. This holistic view helps contact center managers to monitor activity, compare performance, and troubleshoot issues more effectively in complex, multi-cloud or multi-configuration environments.

New Attributes and Metrics:

  • New digital-specific attributes streamline agent auditing across voice and digital channels. These attributes enable auditors to quickly identify, access, and review digital interactions, ensuring a more complete and efficient evaluation of agent performance: 
    • Sender
    • Subject (email specific)
    • Receiver TO
    • Receiver CC (email specific)
    • Receiver BCC (email specific)
  • The following new attributes are also available:
    • Category and Category Group
    • Next Call Result and Previous Call Result
  • The Caller value of the Term Part attribute has been renamed to Customer.
  • The following new metrics are available for callback interactions:
    • Avg Speed of Callback and KPI Avg Speed of Callbacks
    • Avg Callback Time and KPI Avg Callback Time
    • Callback Time and KPI Callback Time
  • The following new metrics are available for Cloud Profile reporting:
    • Cloud Inbound Interactions
    • Cloud Inbound Interactions Abandoned
    • Cloud Inbound Interactions Abandoned Rate
    • Cloud Inbound Interactions Deflected
    • Cloud Inbound Interactions Deflected Rate
    • Cloud Inbound Interactions External Transfer Failed
    • Cloud Inbound Interactions External Transfer Failed Rate
    • Cloud Inbound Interactions External Transfer Success
    • Cloud Inbound Interactions External Transfer Success Rate
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