people and permissions

February 24, 2021

Contact center

  • Introducing Architect Dialog Engine bot flows
  • Introducing performance management and gamification
  • Track agent attrition
  • View historical data within workforce management best method forecasts
  • Introducing historical data import for workforce management best method forecasting
  • New Adobe Experience Platform Launch extension for Predictive Engagement


  • CIDR IP address range for cloud media services change
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December 9, 2020


  • Clone a user in an authorized organization enhancement


  • Identify assigned phone numbers

Contact center

  • Enhancements to the workforce management rescheduling process
  • Improved estimated wait time calculation
  • Turn off evaluation form question group weights


  • Replace call with voice in Sentiment Aggregates API change
  • Analytics Conversation Detail Endpoint API maximum record per query change
  • Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
  • Analytics User Detail Endpoint API query interval change postponement
  • Analytics Conversation Detail Endpoint API query interval change postponement
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