Features coming soon

This preview lists the features scheduled for the next PureCloud release. The features will not be live in PureCloud until April 8, 2020. The feature descriptions in the April 8 Release Notes will contain links to the accompanying documentation in the Resource Center.

Contact center

Introducing Architect workflows and Architect flow actions for Predictive Engagement

Customers can now streamline business processes using Predictive Engagement (formerly Altocloud) to create in-house and third-party integrations. Administrators create workflows in Architect, and Predictive Engagement administrators use Architect flow actions to configure action maps to integrate with third-party systems. 

Salesforce lead creation and campaign association with Predictive Engagement

The new Predictive Engagement integration with Salesforce provides predefined PureCloud data actions and an example Architect workflow. Administrators can build an action map that uses the Architect flow action along with these data actions and workflow to create leads and assign campaign attributions in Salesforce when qualified users arrive on the customer’s website. A predefined script allows agents to view and update leads in Salesforce.

Add digital channels to subscriptions

Customers can now add digital channels to their PureCloud subscription. Genesys offers add-ons to gain access to digital channels, such as chat, email, SMS, and messaging, that are included in higher PureCloud subscription tiers. 

Reset an agent’s routing score after presence changes

Administrators can now specify that all queue routing methods use changes in an agent’s presence to reset the ACD routing score. This feature helps to ensure that available agents receive interactions in the appropriate order. 

Scheduled Callbacks view permissions change

An additional permission is now required to access the Scheduled Callbacks view. The UI > Supervisor Scheduled Callbacks > View permission has been added for all users that already have the Analytics > Conversation detail > Query permission. Administrators may need to update custom roles for this new permission. 

Platform

PureCloud has a new name

The PureCloud product name is changing to Genesys Cloud. It will be a rolling change throughout 2020. Soon, you will start to see the new product name and logo change in product interfaces, installs, websites, documentation, and support tools. For more information, see PureCloud to Genesys Cloud FAQs on Genesys Community.

Deprecations

ACD routing permissions change

On April 8, 2020, the ACD routing permissions change went into effect. 

Note: This feature list is subject to change.