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February 2021
Contact center
- Introducing Architect Dialog Engine bot flows
- Introducing performance management and gamification
- Track agent attrition
- View historical data within workforce management best method forecasts
- Introducing historical data import for workforce management best method forecasting
- New Adobe Experience Platform Launch extension for Predictive Engagement
Deprecations
- CIDR IP address range for cloud media services change
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Communicate
- Make and receive WebRTC calls on Android devices
Contact center
- Search interactions for SIP signaling information for selected regions
- Agent evaluation comment indicator
- Call recording playback and transcription synchronization
- Voice transcription support for BYOC Premises
- Frequency capping on Predictive Engagement web action offers
Integrations
- AWS Lambda data actions integration enhancement
Deprecations
- Predictive Engagement webhooks deprecation
- Journey history data retention period change
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Communicate
- BYOC Cloud custom SIP headers for improved carrier interoperability
- Extended maintenance window for cloud-based Edge updates
Contact center
- Introducing programs, topics, and phrases for speech and text analytics
- US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
- Coaching appointment scheduling with workforce management
- Receive agent workforce management schedule and time off request notifications on iOS and Android devices
Integrations
- Introducing the Zoom Phone integration
Deprecations
- Replace call with voice in Sentiment Aggregates API change
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Contact center
- Spain Spanish, German, South African English, and Indian English voice transcription support
Deprecations
- CIDR IP address range for cloud media services change
- Create Site API call attribute requirement change
[View details]
