Contact center


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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January 30, 2019

Contact center

  • Dialer Campaign Detailed Attempt History report
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January 23, 2019

Contact center

  • MOS scores for voice interactions
  • Send Response action in Architect message flows
  • PureCloud scheduling enhancements
  • Dutch TTS and ASR language support
  • Image component enhancement for scripts

Integrations

  • Amazon Lex integration for inbound message flows
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January 16, 2019

Communicate

  • PureCloud Voice rate decrease

Contact center

  • My Performance views for agents
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January 2, 2019

Contact center

  • New queues detail views
  • Queues view redirects to Queues Performance Summary view
  • Activate Queues panel enhancements
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December 26, 2018

Contact center

  • ACD messaging channel conversation rate decrease
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December 19, 2018

Platform

  • Restrict PureCloud embedding security enhancement

Contact center

  • Dynamically referenced queues in Architect
  • DNIS-based analytics views
  • Export data from DNIS performance views
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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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