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Release Notes > RingCX > July 2024

Release Notes

RingCX | July 2024

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

Version 24.3.1

Release date: July 2024

What’s New

This is the July Release Note Summary.

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

July Release Notes summary

RingCX

IVR Designer and Studio are being renamed to Workflow Designer and Studio to allow for more comprehensive integrations throughout the call lifecycle. In addition to the name change, we now have new workflow triggers available in Workflow Studio for when an agent connects or disconnects from a call, and when a disposition is submitted.
In order to receive relevant information and meet a customer’s needs more efficiently, RingCX now includes a pre-chat form in RingCX messaging. Visitors are prompted to fill out a form asking for contact details, the reason for contacting, or other relevant information.
Agents can now respond to customers using voice messages on supported channels such as WhatsApp, Instagram, and Facebook Messenger.
Agents can send outbound messages through end-user applications connected to RingCX using digital channel SDK.

Analytics

Additional RingCX Analytics language support for:
- English (GB)
- French (Canadian)
- Spanish (LATAM)
New agent reporting compliance for India-based RingCX agents.
Extended data visualizations with the following new chart types:
- Funnel: Illustrates customer journeys and identify bottlenecks
- Pyramid: Illustrates hierarchical structures and the relative proportions of various values
- Dependency Wheel: Displays relationships between multiple variables
- Sankey: Displays call flows from one category/node to another and highlight trends and resource optimization
- Waterfall: Shows the cumulative effect of positive/negative changes on a final value
Customers can now download interaction summaries and transcripts through historical reporting.
New analytics are available to cover Overflow Queue and Q2Q deflection-related call flows in historical reporting. This includes mprovements on handling Abandoned interactions and scenarios when the agent is not assigned to a queue.
RingCX Analytics includes the following new geography-based reports:
- Inbound Interactions Geo Distribution (Inbound Overview dashboard)
- Outbound Interactions Geo Distribution (Outbound Performance dashboard)
New Pending Disposition Report includes:
- Avg Pending Disposition Time metric
- Pending Disposition Time per Agent report (average time an agent spent in any state after a completed interaction before submitting interaction disposition)
To extend custom fields support by adding agent scripting, RingCX Analytics has the new Agent Script Detail report to provide customers with agent scripting insights.