supervising


July 11, 2018

Contact center

  • Aggregate detail views
  • Flag problematic calls
  • New HTML editor for email messages

Integrations

  • Premium applications in the AppFoundry
  • Skype for Business integration
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May 30, 2018

Contact center

  • Authenticated web chat
  • Configurable whisper audio
  • Agents Performance views
  • Skills-based analytics view
  • Interactions view enhancements
[View details]

December 13, 2017

Platform

  • Sample of enhanced PureCloud invoice

Communicate

  • Persistent connection for WebRTC phones

Contact center

  • Queues performance summary row
  • Configure failed transfer audio within transfer actions

Integrations

  • Credential types and authentication flows for web services data actions integration
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November 15, 2017

Platform

  • PureCloud invoice enhancements

Contact center

  • Alert notifications deleted after 30 days

Integrations

  • Zendesk data actions integration
[View details]

October 18, 2017

Platform

  • Free seating organization setting

Communicate

  • USB-based Edge pairing
  • Support for China-specific encryption certificates in Edge pairing process

Contact center

  • Enhanced user selection in report editor
  • Interactions view enhancements

Integrations

  • PureCloud data actions integration
[View details]

September 6, 2017

Contact center

  • ACD voicemail routing
  • Co-browse for voice interactions
  • Queues Activity views enhancements
  • Callback filter in contact center dashboards and views
  • Contact Property call rule condition enhancement
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April 26, 2017

Platform

  • APIs for External Contacts features

Contact center

  • Campaign event viewer
  • Queues performance detail bar graph
  • Pop a URL from the default script
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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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October 19, 2016

Collaborate

  • Chat search command

Communicate

  • Dialpad DTMF support

Contact center

  • Queue Activity detail view filters

Integrations

  • SSO support for Microsoft Azure Active Directory Premium edition
[View details]

October 5, 2016

Platform

  • Developer Forum
  • Developer Center code samples and tutorials for API calls
  • SDKs for JavaScript, Python, Ruby, and C#

Communicate

  • Bulk import for phone configurations

Contact center

  • Permissions for Dashboard, Queues, and Agents views
  • Support for HTML formatting in responses and ACD emails
  • Secure pause button
  • Dutch and European Spanish language support in Architect
  • Third-party call list cleansing service
  • No-answer timeout campaign setting
  • Real-time schedule adherence
  • Maximum number of agents per management unit
[View details]

August 17, 2016

Platform

  • PureCloud Partner Directory

Communicate

  • Faxing from Documents

Contact center

  • New Queues Activity views
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June 8, 2016

PureCloud Platform

  • Help panel

Engage

  • Queue activation permission
  • Custom interaction details for web chats
  • Agent alias for web chats
[View details]