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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 25.3.10

Release date: July 2025

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

Features

RingCX Core

A RingCX agent’s presence in the RingCentral app updates to red when they’re on a voice call. However, this is a visual indicator only and does not prevent a RingEX user from initiating a call to that RingCX agent.
When using pipe-delimited leads in a predictive dial group, you will have the ability to choose between two options for how lead passes are counted. Lead passes can be counted per phone number attempt or lead attempt. In a preview dial group, the pass count defaults to one pass per lead attempt.
You can now add custom lead fields in the campaign criteria and create dialing behaviors off of it.

Analytics

Dashboards

You can drill down within the Interaction Distribution by Product report in the Customer Journey Analytics dashboard. This allows you to closely monitor and analyze detailed interaction flows associated with a selected product (IVR, queue, campaign, and so on). Detailed product reports provide deeper visibility into each step of the customer journey, allowing you to uncover inefficiencies and drive more informed decisions.

Reports

Outbound Lead List Overview: Provides a detailed view of lead list data, including penetration rates, success rates, and lead pass metrics, such as the number of call attempts, pass outcomes, and lead handling efficiency. This report gives full visibility into raw data behind each list, supporting in-depth analysis and custom reporting by offering full visibility into the raw data behind each list, and enabling better performance tracking and optimization.
Queue Performance and Queue Performance Segments: Enhanced with key queue performance metrics and leveraging new Queue Index and Reverse Queue Index attributes, the reports more accurately capture all queue activities and distribution of queued interactions with their corresponding segments. A combination of interaction-level and segment-level metrics and reports provides a holistic view of queue efficiency, allowing you to analyze performance across the entire customer journey from initial entry into the queue to interaction completion.

Metrics and Attributes

You can now analyze queue performance data in precise 1-second intervals for more granular insights. Use these new 1-second aggregated bucket metrics for queues:
- Queue Answered in 0-36 seconds
- Queue Abandoned in 0-36 seconds
- Queue Answered after 36 seconds
- Queue Abandoned after 36 seconds
- Queue Answered in 0-N seconds (N = 1->60)
- Queue Abandoned in 0-N seconds (N = 1->60)

AI Quality Management

AI Quality Management helps admins improve the coverage of automated scoring by notifying admins of scorecard questions that AI cannot answer reliably, explaining the issues in the phrasing of these questions, and suggesting concrete improvements.
The Trackers Dashboard design has been updated with the following:
- Customer and agent trackers are shown on the same page
- The Tracker Distribution by Agent chart lets users choose if they want to see the absolute numbers or the percentage.
- Calls corresponding to a chart are displayed in a drawer.
You can now include some or all insights when sharing interactions externally.
You can now customize call summaries by selecting a pre-built template and customizing it with personalized instructions and formatting. You can replace participant names with roles for privacy, and preview the summaries before finalizing to make sure every call summary delivers the most relevant insights in the format you want.
Admins can exclude short interactions from all views by setting a threshold on the number of minutes to avoid clutter.
You can now filter your call lists using advanced scorecard criteria such as specific scorecard type, who completed the scorecard, and score ranges or thresholds.