Are you using the latest version of RingCentral?
Update your app now to enjoy the latest user experience, enhanced security, and optimal call quality.
What’s New
This is the May Release Note Summary.
RingCentral may update these Release Notes to document additional resolved and known issues.
Admins can now set a per-pass caller ID in outbound campaigns, overriding campaign-level and local connect settings.
RingCX CRM integrations now include Intelligent Interaction Preview, letting agents review customer history and scripts before accepting or rejecting incoming interactions.
Analysis of queue callback interactions has been improved by reporting the same unique interaction ID (UII) for both the inbound interaction where a callback is requested and the call to reach the customer. The callback execution is now represented as an additional segment of the original interaction. This behavior applies to voice and digital inbound interactions in which a callback is requested.
A new folder, Essentials, has been added to the Standard reports in RingCX Analytics. New reports in this folder cover the most popular reporting aspects of contact center operations:
The following reports have been enhanced with metrics that reflect a new Outbound Voicemail Left call result:
A new value, Previewing, has been added to the Base State attribute. It reflects the time interactions are being previewed by agents before the agent accepts the interaction. Three new metrics track the new Previewing agent base state. In combination with the consolidated UII for callback interactions, these metrics enable supervisors and analysts to have an accurate and complete visibility into callback queue performance:
A new value, Outbound Voicemail Left, has been added to the Call Result attribute. It reflects a new system disposition (Outbound Voicemail Left) for outbound calls where a prerecorded message was left at a voicemail or an answering machine. It supports compliance auditing by allowing to distinguish the calls that resulted in a voicemail message from the calls where voicemail was detected, but no message was left.
Two new metrics track interactions and segments with the new Outbound Voicemail Left call result: