Architect
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
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
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
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
August 28, 2019
Contact center
- Dynamically referenced queue ID in Architect
Deprecations
- Social channel management deprecation removal
August 21, 2019
Contact center
- Set Wrapup Code action enhancement in Architect
Integrations
- PureCloud Embeddable Framework for private deployment
August 7, 2019
Communicate
- PureCloud Voice EMEA rate decrease
Contact center
- Increase timeout limit for Architect email and message flows
Integrations
- Amazon Lex integration for inbound web chat flows
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
July 24, 2019
Contact center
- Network connectivity alerts in interactions
- Language agnostic voicemail transfer in Architect
June 19, 2019
Contact center
- Introducing workforce management shift trading
- Dynamically referenced users in Architect
- Spam email handling
- BCC email address field for outbound ACD emails
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
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 10, 2019
Communicate
- Advanced microphone settings
Contact center
- Architect Transfer to voicemail enhancements
- Improved external contact search results for web chat
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
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
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
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
August 29, 2018
Platform
- Turn off file uploading in chats
Contact center
- Skill configuration for third party emails in Architect
- Script display enhancement
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
August 15, 2018
Platform
- GDPR compliance update
Contact center
- Architect flow authoring enhancements
Integrations
- PureCloud for Firefox extension
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
July 25, 2018
Contact center
- Customize hold music
July 4, 2018
Contact center
- Chinese (traditional) IVR support in Architect
May 30, 2018
Contact center
- Authenticated web chat
- Configurable whisper audio
- Agents Performance views
- Skills-based analytics view
- Interactions view enhancements
May 23, 2018
Platform
- GDPR compliance
Contact center
- Full view export for Queue Performance views
- Abandon metrics insights
- Automatic email reply configuration in Architect