Contact center


April 8, 2020

Contact center

  • Introducing Architect workflows and Architect flow actions for Predictive Engagement
  • Salesforce lead creation and campaign association with Predictive Engagement
  • Add digital channels to subscriptions
  • Reset an agent’s routing score after presence changes
  • Scheduled Callbacks view permissions change

Deprecations

  • ACD routing permissions change
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April 1, 2020

Contact center

  • Log an agent out of PureCloud from agent views
  • Disassociate an agent from a station
  • Web chat widget support for accessibility
  • Use * and # as terminating characters in Architect call flows
  • New fonts and font sizes in ACD email

Platform

  • Disable Collaborate chat
  • Premium application purchase enhancements

Deprecations

  • TLS 1.0 protocol deprecation removal
  • ACD routing permissions change postponement
[View details]

March 25, 2020

Contact center

  • Amazon Lex integration in Asia Pacific (Sydney) AWS region

Platform

  • Go SDK

Deprecations

  • ACD routing permissions change postponement
  • WFM forecasting After Call Work and Average Talk Time deprecation postponement
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March 18, 2020

Contact center

  • Search for columns and filters in Performance views
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March 4, 2020

Contact center

  • Performance dashboards improvements
  • Performance dashboards public option
  • Filter for users by group in agents summary views
  • Export view selected columns and order
  • Configure utilization settings per agent or by organization

Deprecations

  • Contact center view in Performance menu deprecation
[View details]

February 19, 2020

Contact center

  • Short code support for SMS messages

Platform

  • New monitoring metric in Analytics API

Deprecations

  • ACD routing permissions change
  • WFM forecasting After Call Work and Average Talk Time deprecation
  • TLS 1.0 protocol for data actions deprecation
  • iOS Supervisor chat deprecation removal
[View details]

February 12, 2020

Contact center

  • Agentless SMS notifications
  • SMS number purchase for countries that require supporting documentation
  • Exclude IP addresses in Predictive Engagement web tracking
  • New wrap-up code columns in agent interactions views
  • Interactions views improvement
  • Export view custom participant attributes
  • Export view data locale setting

Integrations

  • Azure Active Directory for PureCloud SCIM
  • Generic single sign-on provider
[View details]

February 5, 2020

Communicate

  • New Genesys and Polycom supported phones and firmware

Contact center

  • Data tables enhancements

Integrations

  • AWS S3 recording bulk actions integration
  • OneLogin for PureCloud SCIM

Platform

  • Bulk export recordings in Recordings API
[View details]

January 29, 2020

Contact center

  • Altocloud predictive engagement event pricing
  • PureCloud views usability enhancements
  • Group voicemail flow outcome statistics in Flows Performance Summary view
  • Bulk activate multiple agents for a queue in Queues Agents Detail view
  • Export view data time value improvement
[View details]

January 22, 2020

Contact center

  • Blind transfer for voice interactions enhancement

Integrations

  • Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
[View details]

January 15, 2020

Contact center

  • Altocloud tracking in Single Page Applications
  • Wallboard accounts to view Performance dashboards
  • PureCloud Voice support for outbound dialing modes in EMEA
[View details]

January 8, 2020

Contact center

  • Answering machine beep detection improvements for call analysis

Deprecations

  • Classic Queues views deprecation removal
[View details]

December 18, 2019

Contact center

  • Altocloud webhooks
  • Export view group data metrics enhancement
  • Improved evaluation scoring results

Platform

  • OAuth scopes for applications
  • Agent Details enhancement in Analytics API

Deprecations

  • iOS Supervisor chat deprecation
  • WebRTC signaling deprecation update
[View details]

December 11, 2019

Contact center

  • Altocloud content offers
  • Email message threads

Deprecations

  • Bridge integrations deprecation postponement
[View details]

November 27, 2019

Contact center

  • View export data in Flow Destinations view
[View details]

November 20, 2019

Contact center

  • Speechmorphing third-party TTS engine integration

Deprecations

  • WebRTC signaling deprecation
[View details]

November 13, 2019

Contact center

  • Service level calculation enhancement
  • Apply Altocloud action maps to webpages
[View details]

November 6, 2019

Contact center

  • Chat flow and chatbot support for web chat widget and Altocloud
  • Allowed domains for web chat
  • Dynamically reference groups in Architect
  • Dynamically reference user by email in Architect
  • Export time value format option
  • Add or copy activities to agent schedules
  • Email inline images
  • Email forwarding

Integrations

  • IP addresses for outbound data action traffic
[View details]

October 30, 2019

Communicate

  • PureCloud Voice in Norway

Contact center

  • View export data in interactions and interactions detail views
  • Inbound messaging channel routing for WhatsApp
  • Dynamically reference skills in Architect
  • Call history improvements

Integrations

  • mTLS authentication for data actions

Platform

  • New color scheme for PureCloud
[View details]

October 23, 2019

Contact center

  • Call flow schedule decision actions in Architect
  • API usage view
  • Change agent status in agent views

Platform

  • US West region deployment
[View details]

October 9, 2019

Contact center

  • Introducing preferred agent routing
  • Co-browse session improvements

Platform

  • Organization settings improvement
[View details]

October 2, 2019

Contact center

  • Force Stop option for paused campaigns
[View details]

September 25, 2019

Contact center

  • IVR Flows Destinations view
  • Queues Activity view improvements
  • Queues Performance menu access update

Deprecations

  • Classic Queues views deprecation
[View details]

September 18, 2019

Communicate

  • Add BYOC Cloud or PureCloud Voice to existing subscription

Contact center

  • Bulk delete recordings in Recordings API
  • View evaluations update
[View details]

September 11, 2019

Contact center

  • SMS number purchase update

Platform

  • iOS SDK
[View details]

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