metrics
February 12, 2020
Contact center
- Agentless SMS notifications
- SMS number purchase for countries that require supporting documentation
- Exclude IP addresses in Predictive Engagement web tracking
- New wrap-up code columns in agent interactions views
- Interactions views improvement
- Export view custom participant attributes
- Export view data locale setting
Integrations
- Azure Active Directory for PureCloud SCIM
- Generic single sign-on provider
January 29, 2020
Contact center
- Altocloud predictive engagement event pricing
- PureCloud views usability enhancements
- Group voicemail flow outcome statistics in Flows Performance Summary view
- Bulk activate multiple agents for a queue in Queues Agents Detail view
- Export view data time value improvement
January 15, 2020
Contact center
- Altocloud tracking in Single Page Applications
- Wallboard accounts to view Performance dashboards
- PureCloud Voice support for outbound dialing modes in EMEA
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
November 27, 2019
Contact center
- View export data in Flow Destinations view
November 13, 2019
Contact center
- Service level calculation enhancement
- Apply Altocloud action maps to webpages
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 25, 2019
Contact center
- IVR Flows Destinations view
- Queues Activity view improvements
- Queues Performance menu access update
Deprecations
- Classic Queues views deprecation
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
July 3, 2019
Communicate
- PureCloud Voice in Denmark
- BYOC Cloud rate decrease
Contact center
- Export data from Surveys views
- Data action rule conditions
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
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 17, 2019
Communicate
- PureCloud Voice in Sweden
Contact center
- Real-time status columns in agents performance views
- Interaction countdown alert
April 3, 2019
Communicate
- Release Link Transfer operation for external trunks
Contact center
- Conversation detail records enhancement in Analytics API
Deprecations
- Social channel management deprecation
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
March 20, 2019
Contact center
- Web-based surveys
- Filter interaction history
March 6, 2019
Communicate
- TCP transport protocol for BYOC Cloud trunks
Contact center
- Performance Dashboards
- Queue query enhancement in Analytics API
- Configure multiple ACD messaging integrations per channel
- Change the default country code for phone numbers
- Improved fax support for external contacts
Deprecations
- PureCloud Bridge integrations deprecation FAQs
February 27, 2019
Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
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
January 30, 2019
Contact center
- Dialer Campaign Detailed Attempt History report
January 16, 2019
Communicate
- PureCloud Voice rate decrease
Contact center
- My Performance views for agents
January 2, 2019
Contact center
- New queues detail views
- Queues view redirects to Queues Performance Summary view
- Activate Queues panel enhancements
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