May 22, 2019

Contact center

  • IVR flow performance views
  • IVR flow metrics in Analytics API
  • Architect flow outcome functionality
  • Architect menu move
  • Workforce management short-term forecasting enhancement

Deprecations

  • Classic agents performance views deprecation
  • Agent dashboard deprecation
  • Outbound campaign: Detailed attempt history report deprecation
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May 15, 2019

Deprecations

  • Auditing features in Documents deprecation
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May 8, 2019

Contact center

  • New Connection column in performance views
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May 1, 2019

Contact center

  • Interactions panel view improvements
  • Agent script window improvements
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April 24, 2019

Communicate

  • PureCloud Voice in Belgium and Finland

Contact center

  • Architect collection values enhancement
  • Agent script auto-save
  • Service level calculation enhancement
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April 17, 2019

Communicate

  • PureCloud Voice in Sweden

Contact center

  • Real-time status columns in agents performance views
  • Interaction countdown alert
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April 10, 2019

Communicate

  • Advanced microphone settings

Contact center

  • Architect Transfer to voicemail enhancements
  • Improved external contact search results for web chat
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April 3, 2019

Communicate

  • Release Link Transfer operation for external trunks

Contact center

  • Conversation detail records enhancement in Analytics API

Deprecations

  • Social channel management deprecation
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March 27, 2019

Contact center

  • Introducing third-party TTS engine integrations
  • Queue Activity Detail view improvements
  • New columns and filters in analytics views
  • Screen share improvement
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March 20, 2019

Contact center

  • Web-based surveys
  • Filter interaction history
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March 13, 2019

Platform

  • Access control for all regions
  • Assign roles to a group
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March 6, 2019

Communicate

  • TCP transport protocol for BYOC Cloud trunks

Contact center

  • Performance Dashboards
  • Queue query enhancement in Analytics API
  • Configure multiple ACD messaging integrations per channel
  • Change the default country code for phone numbers
  • Improved fax support for external contacts

Deprecations

  • PureCloud Bridge integrations deprecation FAQs
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February 27, 2019

Contact center

  • Workforce management intraday rescheduling
  • Additional filters and metrics in interactions views

Deprecations

  • Deprecation announcements
  • TURN port range deprecation
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February 20, 2019

Platform

  • Introducing access control for select regions

Communicate

  • PureCloud Voice in Germany

Contact center

  • Message delivery status notifications
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February 13, 2019

Contact center

  • Canned substitutions localization change
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February 6, 2019

Platform

  • Authenticate with single sign-on only
  • Developer Center usability enhancements

Communicate

  • PureCloud audio management improvements
  • Support for basic call controls on commonly used headsets
  • PureCloud Edge bandwidth calculator enhancements

Contact center

  • Queues activity views improvements
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