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
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July 10, 2019

Contact center

  • New web chat widget
  • Agent evaluation notifications in the inbox

Deprecations

  • Social channel management deprecation postponement
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July 12, 2017

Platform

  • Web chat event subscription

Contact center

  • Local recording key management
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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
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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
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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
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March 8, 2017

Platform

  • Open Data Exporter tool for workforce management integrations

Contact center

  • Search parameters for interactions performance views
  • Orphaned recording recovery
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September 14, 2016

Contact center

  • Line recording enhancements
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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
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