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Release Notes > RingCX > December 2024

Release Notes

RingCX | December 2024

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

Version 24.4.3

Release date: December 2024

What’s New

This is the December Release Note Summary.

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

December Release Notes summary

Features

RingCX in the RingCentral app - agent experience
- Saves screen space with just one RingCentral app
- Makes transitions between EX and CX calls seamless
- Offers a detachable keypad you can pin on top
- Provides desktop notifications for new digital interactions
- Enabled by default for all new RingCX customers
RingCX in the RingCentral app - supervisor experience
- Monitor agents directly from the RingCentral app
- Use quick actions to coach or barge in
New Contact Management: A new contact management interface streamlines contact management. Features include:
- A unified view without separate tabs
- Cross-channel contact search using unique identifiers like phone number or email to prevent duplicate contacts
Enhanced Audit Log for User Simulation: The audit log has been updated to identify changes made by admins while simulating other users. Username and IP information indicate who made the changes.
CRM Integrations: Copy ID Thread: Agents can click the Copy thread ID icon to copy the ID for the digital interaction to their clipboard to reference for diagnosing or troubleshooting issues with RingCentral support.
CRM Integrations: Reply assistant for Digital Interactions: Reply assistant is now supported for all embedded CRM integrations. Agents can use the pen (feather) icon when composing messages.
CRM Integrations: Storing Call Transcript: Transcript URL is now a default item in all RingCX embedded CRM integrations as part of the data stored and linked for automatic and manual record matching.
Chrome Extension: Outbound dialer screen pop support:
- Admins can configure outbound screen pop URLs
- Supports ANI and External ID URL parameters
- Predictive dialer and HCI automatically trigger screen pops.
- Preview and progressive dialer open screen pops when users click the banner.
Additional screen pop options for Chrome extension: Admins can now choose whether the screen pop for incoming or outgoing calls will open the URL in a new browser tab or window.
Calabrio WEM integration now supports digital channels: Calabrio now fully supports RingCX digital channels, including email, chat, and social media, through its Workforce Engagement Management (WEM) suite. This integration enables data ingestion using APIs, allowing features like Quality Management (QM) and Workforce Management (WFM).
Analytics: Consolidated Historical Reporting: RingCX Analytics provides a way to track the entire lifecycle of customer interactions, from initiation to conclusion, when using RingCX in the RingCentral App. A new Cradle-To-Grave dashboard, including three new reports, provides an overview of all interactions transferred from RingEX to RingCX, including their major metrics and interaction details.
Analytics: Customer Journey Analytics: A new Interaction Journey Overview dashboard has been introduced, and a new data visualization for Customer Journey Path Analysis has been added to the Interactions Overview and Inbound IVR Overview dashboards, for tracking and analyzing customer interactions across multiple products and channels. With Customer Journey Analytics, contact center analysts can identify patterns, uncover bottlenecks, and improve the overall customer journey.

Analytics

These new attributes have been added:

Agent Login Endpoint: The phone number an agent used to log in to the platform
Agent Login Endpoint Type: The device type an agent used to log in to the platform
Real-time Monitoring of Logged-out Agents: Real-Time Dashboard now shows the agents who are logged out in addition to the agents who are logged in. By monitoring agent availability in real time, supervisors can gain critical insights into operational efficiency and schedule adherence and take proactive measures to maintain service levels and optimize resource utilization.