Contact center


December 12, 2018

Contact center

  • Outbound SMS on behalf of a queue
  • External contact search for messaging channels
  • Change agent’s status in Queues Activity Detail view
  • View export for Agents Queues Detail view
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December 5, 2018

Collaborate

  • Mobile badge notifications

Communicate

  • Improved WebRTC connection times with Trickle ICE

Contact center

  • New transfer metrics in the Analytics API
  • Historical adherence in the schedule editor
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November 28, 2018

Contact center

  • Improved Queue Observation API metrics in Queues Activity views
  • Export data from agents evaluation views
  • Export data from Abandon Intervals Metrics view
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November 21, 2018

Contact center

  • Co-browse with Shift JIS encoding
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November 14, 2018

Contact center

  • IVR dynamically referenced prompts in Architect
  • New wrap-up code views
  • Export data from wrap-up code views
  • Export data from agents summary status views
  • In-progress view export improvements
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October 31, 2018

Platform

  • Developer forum announcements

Communicate

  • BYOC Cloud trunk support for TGRP and DNIS
  • PBX passthrough for BYOC Cloud trunks

Contact center

  • New metrics for agent and queue performance views
  • Additional handle time metrics in the Analytics API
  • New outbound call metrics in the Analytics API
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October 24, 2018

Contact center

  • Italian TTS and ASR language support
  • Delete all contacts in a contact list API call
  • Agent schedule change notifications
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October 17, 2018

Contact center

  • Call analysis region support for Costa Rica, Ecuador, and Nicaragua
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October 3, 2018

Contact center

  • Export data from skills performance views

Integrations

  • AWS Lambda data actions integration
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September 12, 2018

Contact center

  • Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
  • Workforce management agent scheduling enhancements
  • Run Now option on reports page
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September 5, 2018

Contact center

  • View export for Agents Performance and Queue Performance Detail aggregate views
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August 29, 2018

Platform

  • Turn off file uploading in chats

Contact center

  • Skill configuration for third party emails in Architect
  • Script display enhancement
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August 22, 2018

Platform

  • Introducing Features coming soon

Contact center

  • Advanced workforce management short-term forecasting techniques
  • Granular permission set in Architect
  • Access Architect from the Routing menu
  • Wrap-up Notes column in Interactions view and Agents Interactions Detail view
  • Danish language support
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August 15, 2018

Platform

  • GDPR compliance update

Contact center

  • Architect flow authoring enhancements

Integrations

  • PureCloud for Firefox extension
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August 1, 2018

Platform

  • PureCloud Embeddable Framework API

Contact center

  • Japanese TTS and ASR language support
  • Language string variable name in Architect
  • View past reports in report history

Integrations

  • Introducing the Amazon Lex integration
  • PureCloud for Chrome extension
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July 25, 2018

Contact center

  • Customize hold music
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July 18, 2018

Platform

  • Improved customer onboarding

Contact center

  • Assign skills without the Master Admin role
  • Web chat appearance enhancement
  • Improved XLS formatting for reports
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July 11, 2018

Contact center

  • Aggregate detail views
  • Flag problematic calls
  • New HTML editor for email messages

Integrations

  • Premium applications in the AppFoundry
  • Skype for Business integration
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July 4, 2018

Contact center

  • Chinese (traditional) IVR support in Architect
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June 27, 2018

Platform

  • WebRTC Softphone SDK

Communicate

  • Media metrics and diagnostic recording enhancements

Contact center

  • Increased agent limit in workforce management units
  • Workforce management shrinkage percentage intervals
  • Status duration in the workforce management real-time adherence view
  • Workforce management intraday monitoring enhancements
  • Workforce management schedule editor enhancements
  • Save filter and column settings in performance views
  • Link external contacts to external sites
  • Finnish language support
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June 20, 2018

Platform

  • Client App SDK

Contact center

  • Products, roles, and permissions list enhancement
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June 13, 2018

Contact center

  • Add contact numbers to DNC lists in agent scripts
  • Workforce management permissions updates
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May 30, 2018

Contact center

  • Authenticated web chat
  • Configurable whisper audio
  • Agents Performance views
  • Skills-based analytics view
  • Interactions view enhancements
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May 23, 2018

Platform

  • GDPR compliance

Contact center

  • Full view export for Queue Performance views
  • Abandon metrics insights
  • Automatic email reply configuration in Architect
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May 16, 2018

Communicate

  • PureCloud Voice in France and the Netherlands
  • Follow-me call forwarding

Contact center

  • Holiday and emergency schedules for routing configuration
  • Create data tables and retrieve data from Architect flows
  • Queues Activity view for agents
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