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
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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
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April 24, 2019

Communicate

  • PureCloud Voice in Belgium and Finland

Contact center

  • Architect collection values enhancement
  • Agent script auto-save
  • Service level calculation enhancement
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April 10, 2019

Communicate

  • Advanced microphone settings

Contact center

  • Architect Transfer to voicemail enhancements
  • Improved external contact search results for web chat
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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
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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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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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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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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 4, 2018

Contact center

  • Chinese (traditional) IVR support in Architect
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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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April 25, 2018

Communicate

  • Introducing BYOC (Bring Your Own Carrier)

Contact center

  • Collapse and expand actions in Architect
  • Transfer calls to queue permission
  • Omnichannel interaction history for external contacts licensing
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April 18, 2018

Communicate

  • PureCloud Voice in Ireland

Contact center

  • Finnish IVR support in Architect

Integrations

  • Import and export data actions for integrations
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January 31, 2018

Contact center

  • Screen recording for PureCloud desktop app
  • Choose reply email addresses
  • Create email rules
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January 24, 2018

Contact center

  • Architect home page and UI enhancements
  • Send button for web chat
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January 17, 2018

Platform

  • Genesys response to Meltdown and Spectre vulnerability

Contact center

  • Import and export scripts between organizations
  • Swedish and Danish IVR prompt support in Architect
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December 20, 2017

Communicate

  • User to User Information (UUI) support
  • Phone provisioning from the cloud

Contact center

  • Web chat schedules
  • Enhanced support for external contacts in interactions
  • Maximum shift start time variance
[View details]

December 13, 2017

Platform

  • Sample of enhanced PureCloud invoice

Communicate

  • Persistent connection for WebRTC phones

Contact center

  • Queues performance summary row
  • Configure failed transfer audio within transfer actions

Integrations

  • Credential types and authentication flows for web services data actions integration
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November 22, 2017

Contact center

  • Variable initial values in Architect
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