call flows
June 17, 2020
Contact center
- Introducing Nuance Text-to-Speech integration
- Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
- Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
- Get Journey Sessions by Customer action and Get Journey Session action in Architect
Deprecations
- Screen recording, evaluations, and surveys permissions change postponement
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
November 27, 2019
Contact center
- View export data in Flow Destinations view
September 25, 2019
Contact center
- IVR Flows Destinations view
- Queues Activity view improvements
- Queues Performance menu access update
Deprecations
- Classic Queues views deprecation
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
September 27, 2017
Platform
- Notifications API topic and open source project for WFM RTA integrations
Contact center
- Architect Call.CurrentQueue built-in variable for in-queue call flows
- Global outbound campaign call settings
Integrations
- Store chat transcripts in Salesforce activity records
September 20, 2017
Contact center
- Secure call flows in Architect
- Architect Exit and Next Loop actions for all call flow types
- Automatic email responses
- Substitutions for canned responses
- Bulk addition of queues to agents
- Callbacks in reports and alerts
- Workforce management schedule administration enhancements
- Workforce management export enhancements
Integrations
- Custom client applications integration
- Web services data actions integration