RingCX keeps getting better! Watch the October 2026 'RingCX Unlocked' Recording & See What's Coming!

Welcome to this month's RingCX Unlocked recap! Hosted by Sara Hoyt from Customer Success, this session highlights our latest innovations in unified agent workspaces, real-time compliance safeguards, and CRM integrations designed to make your contact center smarter and easier to manage.

🚀 What's New in RingCX This Month

• Agent Peer Visibility (General Availability): From a new Team tab in the Agent view, agents can see live workload distribution across the team, adjust their own task priorities in real time, and help colleagues when volume spikes. This is a visibility tool only; agents cannot control peers or whisper, barge, or take over calls. The Team tab is enabled on the agent role.
• One Active View for Agents (General Availability): The Active calls and Active messages tabs are combined into a single Active tab, with live interactions grouped by channel type so agents no longer toggle between tabs.
• Preview Before Accept (General Availability): Admins can enable timed previews for voice calls, giving agents a read-only window to review customer context before responding. Previews are enabled per queue, with customizable countdown timers.
• Live Screen Monitoring (Controlled Availability): Authorized supervisors can view and switch among up to four live agent screens, adding visual context to the existing listen, whisper, and barge controls. Contact your account team to learn more.
• Real-Time Compliance Checks on Outbound Campaigns (General Availability): RingCX now re-checks leads against Do-Not-Call and lead freeze lists in real time, so numbers or leads blocked after a campaign loads are caught before the next dial, not just at initial load or in the nightly scrub. No new setup is required, and agents see a clear message when a lead is blocked mid-session.
• Custom CRM Screen Pops & Logic (General Availability): Admins can customize screen pop content and the matching and searching logic between RingCX and custom CRM objects, with data fields and layouts defined per interaction type. Custom data points such as account number, loyalty ID, or email can be passed through the adapter to find and display the right customer record instantly. This covers ServiceNow, Microsoft Dynamics 365, Zoho, NetSuite, and Zendesk.

Replay & Resources

• 🎬 Webinar Recording: Watch the October 2026 RingCX Unlocked Replay!
• 📄 Presentation Deck: You can download the presentation deck below!

What updates are you most excited about? Drop a comment below!