Platform


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
[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 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 1, 2020

Platform

  • Access audit events in Audits API
  • Changed default alternate time dimension for evaluation aggregate queries
[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]

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 16, 2019

Platform

  • CCPA compliance

Deprecations

  • Altocloud smart tags deprecation removal
[View details]

October 9, 2019

Contact center

  • Introducing preferred agent routing
  • Co-browse session improvements

Platform

  • Organization settings improvement
[View details]

September 11, 2019

Contact center

  • SMS number purchase update

Platform

  • iOS SDK
[View details]

September 4, 2019

Contact center

  • Assign evaluations per agent
  • Busy audio signal in Architect data actions
  • Conversation Detail Records enhancement in Analytics API

Platform

  • Client account access updates
  • GDPR API enhancement
[View details]

August 14, 2019

Communicate

  • PureCloud audio management improvement

Platform

  • AppFoundry free trial offers for premium applications
  • Bring Your Own Technology billing rates

Deprecations

  • Classic Agents Performance views deprecation removal
  • Social channel management deprecation postponement
[View details]

July 31, 2019

Collaborate

  • Import people enhancements

Contact center

  • Introducing web chat flows in Architect
  • Font change for Korean and Japanese language .pdf and .xls reports

Platform

  • Release Notes in PureCloud Admin UI
  • PureCloud Community Q&A show

Deprecations

  • LinkedIn profile import deprecation and removal
[View details]

May 29, 2019

Platform

  • Introducing PureCloud SCIM
  • Guest and agent chat APIs

Contact center

  • Google Cloud third-party TTS engine integration
  • Export data from IVR flow views
  • Web chat deployment and documentation changes

Deprecations

  • Internet Explorer 11 support for PureCloud web app deprecation
[View details]

March 13, 2019

Platform

  • Access control for all regions
  • Assign roles to a group
[View details]

February 20, 2019

Platform

  • Introducing access control for select regions

Communicate

  • PureCloud Voice in Germany

Contact center

  • Message delivery status notifications
[View details]

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
[View details]

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
[View details]

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
[View details]

September 26, 2018

Platform

  • Unified search across PureCloud sites
[View details]

August 29, 2018

Platform

  • Turn off file uploading in chats

Contact center

  • Skill configuration for third party emails in Architect
  • Script display enhancement
[View details]

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
[View details]

August 15, 2018

Platform

  • GDPR compliance update

Contact center

  • Architect flow authoring enhancements

Integrations

  • PureCloud for Firefox extension
[View details]

August 8, 2018

Platform

  • User Status Aggregate query filter limits
[View details]

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