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
May 1, 2019
Contact center
- Interactions panel view improvements
- Agent script window improvements
April 24, 2019
Communicate
- PureCloud Voice in Belgium and Finland
Contact center
- Architect collection values enhancement
- Agent script auto-save
- Service level calculation enhancement
April 17, 2019
Communicate
- PureCloud Voice in Sweden
Contact center
- Real-time status columns in agents performance views
- Interaction countdown alert
April 10, 2019
Communicate
- Advanced microphone settings
Contact center
- Architect Transfer to voicemail enhancements
- Improved external contact search results for web chat
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
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
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
February 27, 2019
Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
February 20, 2019
Platform
- Introducing access control for select regions
Communicate
- PureCloud Voice in Germany
Contact center
- Message delivery status notifications
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