quality management
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 10, 2019
Contact center
- New web chat widget
- Agent evaluation notifications in the inbox
Deprecations
- Social channel management deprecation postponement
July 12, 2017
Platform
- Web chat event subscription
Contact center
- Local recording key management
June 7, 2017
Collaborate
- Secure relationships with authorized organizations
Contact center
- Customer typing indicator in chat interactions
- Evaluation form question branching
- Disable unattended reports
Integrations
- Voci V-Spark transcription and speech analytics integration
May 3, 2017
Platform
- Authentication improvements
- PureCloud training website
Communicate
- IP network ping response on Edge appliances
Contact center
- Call recording consent
- Japanese, European Spanish, and US Spanish language support in Architect
April 12, 2017
Platform
- APIs for Architect features
Collaborate
- Select download location in Windows desktop app
Communicate
- Custom dashboard to monitor real-time telephony performance
- Track Edge operational states
Contact center
- French language support in Architect
- Recording download permission
- Web-based phone settings in Interactions panel
Integrations
- SSO support for Google G Suite
March 8, 2017
Platform
- Open Data Exporter tool for workforce management integrations
Contact center
- Search parameters for interactions performance views
- Orphaned recording recovery
September 14, 2016
Contact center
- Line recording enhancements
August 10, 2016
Contact center
- Inbox support for time off requests
- Policy-based recording of email interactions
- Option to override default retention behavior for recording policies in conflict
Integrations
- PureCloud for CIC
- Custom actions for web services data dip connector