100 updates from Google Cloud.
Google Cloud CCaaS 6.19 We've released version 6.19 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
This release addresses the following issues: • Fixed an issue where agents could be assigned more concurrent chats than their configured maximum limit when multiple chat offers arrived…
This release addresses the following issues: • Fixed an issue where agents could be assigned more concurrent chats than their configured maximum limit when multiple chat offers arrived…
Google Cloud CCaaS prerelease notes 6.19 Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities…
Google Cloud CCaaS 6.17 We've released version 6.17 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
This release addresses the following issues: • Fixed an issue where the Call ended card in the session data feed incorrectly displayed a call length of 00:00 despite the actual duration being…
Warm transfers auto-resume When an agent performs a warm transfer, the caller is now automatically taken off hold as soon as the transferring agent leaves the call, establishing two-way audio…
Headless mobile SDK The headless mobile SDK, for Android and iOS, is now available. With this SDK, you can embed the capabilities of Google Cloud CCaaS into your mobile app while retaining full…
This release addresses the following issues: • Fixed an issue where the Call ended card in the session data feed incorrectly displayed a call length of 00:00 despite the actual duration being…
Google Cloud CCaaS prerelease notes 6.17 Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities…
Warm transfers auto-resume When an agent performs a warm transfer, the caller is now automatically taken off hold as soon as the transferring agent leaves the call, establishing two-way audio…
Advanced reporting dashboards 6.14 We've released version 6.14 of the advanced reporting dashboards.
This release addresses the following issues: • Fixed an issue that caused delays when loading and refreshing real-time agent dashboards. • Fixed an issue where the Queue Group and Queue Name filters…
Google Cloud CCaaS 6.15 We've released version 6.15 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
This release addresses the following issues: • Fixed an issue that led to increased startup latency and errors for mobile and web chat sessions. • Fixed an issue where agents were incorrectly…
Remove a user from all teams at once Using the new Remove from all teams button, you can remove a user from all of the teams that they belong to. Administrators: There's a new Remove from all teams…
Remove a user from all teams at once Using the new Remove from all teams button, you can remove a user from all of the teams that they belong to. Administrators: There's a new Remove from all teams…
Google Cloud CCaaS prerelease notes 6.15 Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities…
This release addresses the following issues: • Fixed an issue that led to increased startup latency and errors for mobile and web chat sessions. • Fixed an issue where agents were incorrectly…
This release addresses the following issues: • Fixed an issue where session metadata and data feed files were missing from external storage for chats that ended before the first message from…
Advanced reporting available in French Canadian All advanced reporting dashboards and Explores are now available in French Canadian. When you select French Canadian as your profile language in…
Google Cloud CCaaS 6.13 We've released version 6.13 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
Real-time Agent Monitoring dashboard: new Active call ID(s) column The Real-time Agent Monitoring dashboard now has an Active Call ID(s) column in the Live Agent Data table. The column displays the…
Improved filtering by team We made the following changes to team-based filtering: • Renamed the Teams filter to Agent Teams to clarify that it filters by the agent team handling the interactions.…
This release addresses the following issues: • Fixed an issue where session metadata and data feed files were missing from external storage for chats that ended before the first message from…
Google Cloud CCaaS prerelease notes 6.13 Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities…
Mobile SDKs 2.16.2 We've released version 2.16.2 of the mobile SDKs.
Chat check-in for the Mobile SDKs Chat check-in is now available for the mobile SDKs. Chat check-in ensures that end-users are present and ready to engage before the system connects them to a human…
New "is typing" indicator in the Mobile SDKs The mobile SDKs now display an "is typing" indicator to the end-user when an agent is typing.
We've addressed the following issues. Android and iOS SDKs: • Fixed an issue that occurred after force-closing a mobile app while the check-in timeout dialog was displayed. When the app was…
Google Cloud CCaaS 6.12 We've released version 6.12 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
Agent desktop: New network diagnostics tool The agent desktop has a new network diagnostics tool in the navigation menu that displays network strength and diagnostics information. This tool can help…
Cold transfers auto-resume When an agent performs a cold transfer, the call now resumes at the moment the receiving agent answers the call. The receiving agent no longer needs to manually take the…
This release addresses the following issues: • Fixed an issue where SmartAction statuses were incorrectly marked as "failed" when a call ended before a photo or video upload completed. • Fixed an…
Hubspot: Configure Do Not Call by phone number In HubSpot integrations, you can now configure Do Not Call for specific phone numbers instead of for an entire contact or company record. Opt-out…
Agent desktop: New network diagnostics tool The agent desktop has a new network diagnostics tool in the navigation menu that displays network strength and diagnostics information. This tool can help…
Cold transfers auto-resume When an agent performs a cold transfer, the call now resumes at the moment the receiving agent answers the call. The receiving agent no longer needs to manually take the…
This release addresses the following issues: • Fixed an issue where SmartAction statuses were incorrectly marked as "failed" when a call ended before a photo or video upload completed. • Fixed an…
Google Cloud CCaaS prerelease notes 6.12 Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities…
Hubspot: Configure Do Not Call by phone number In HubSpot integrations, you can now configure Do Not Call for specific phone numbers instead of for an entire contact or company record. Opt-out…
Improved filtering by team We made the following changes to team-based filtering: • Renamed the Teams filter to Agent Teams to clarify that it filters by the agent team handling the interactions.…
Real-time Agent Monitoring dashboard: new Active call ID(s) column The Real-time Agent Monitoring dashboard now has an Active Call ID(s) column in the Live Agent Data table. The column displays the…
Advanced reporting dashboards prerelease notes 6.4 Here are the pre-release notes for updates to the advanced reporting dashboards and other reporting in CCAI Platform. When we release these…
This release addresses the following issues: • Fixed an issue where the formatting of numeric values was inconsistent across tiles. • Fixed an issue where column headers, filter labels, and tile…
Agent desktop supports email The agent desktop now supports email. Agents can handle email interactions using the email adapter in a desktop layout. Administrators: There's a new Email Adapter…
Google Cloud CCaaS 6.9 We've released version 6.9 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see…
This release addresses the following issues: • Fixed an issue where agents couldn't send new outbound emails. • Fixed an issue where the disposition panel in the call adapter was incorrectly hidden…
Agent desktop supports email The agent desktop now supports email. Agents can handle email interactions using the email adapter in a desktop layout. Administrators: In the Desktop Layout Builder…
This release addresses the following issues: • Fixed an issue where agents couldn't send new outbound emails. • Fixed an issue where the disposition panel in the call adapter was incorrectly hidden…
Google Cloud CCaaS prerelease notes 6.9 Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities…
Bulk email status updates You can use the new apps/api/v1/email/update_status endpoint to change the status of multiple email sessions to the status that you specify. The new endpoint includes the…
This release addresses the following issues: • Fixed an issue where blended SMS transcripts were incorrectly identified as call audio recordings when uploaded to Customer Experience Insights,…
Google Cloud CCaaS 6.7 We've released version 6.7 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see…
Google Cloud CCaaS prerelease notes 6.7 Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities…
Agent desktop supports email The agent desktop now supports email. Agents can handle email interactions using the email adapter in a desktop layout. Administrators: In the Desktop Layout Builder…
Bulk email status updates You can use the new apps/api/v1/email/update_status endpoint to change the status of multiple email sessions to the status that you specify. The new endpoint includes the…
This release addresses the following issues: • Fixed an issue where blended SMS transcripts were incorrectly identified as call audio recordings when uploaded to Customer Experience Insights,…
This release addresses the following issues: • Fixed an issue where a long delay occurred when an agent clicked Chat Shortcuts in the chat adapter. • Fixed an agent desktop issue where the Session…
Email OAuth profiles and Microsoft 365 client credentials You can now create email OAuth profiles for Microsoft 365 using the client credentials grant type. This lets shared mailboxes authenticate…
Improved connection times for predictive dialing We reduced the connection time for predictive dialing to under two seconds to comply with CRTC and FTC regulations.
Google Cloud CCaaS 6.4 We've released version 6.4 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see…
Automatic SIP parameter mapping in contact lists Contact lists now support automatic SIP header mapping for outbound call destinations. Administrators: In the Add Destination dialog at Settings…
Google Cloud CCaaS 6.3 We've released version 6.3 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see…
Callback offer restrictions You now have greater control over when callbacks are offered. You can configure the following: • Prevent callback offers from being made outside of callback hours. •…
Agent desktop supports parameters in custom panel URLs In the agent desktop, you can now configure fixed and dynamic parameters to include in the URLs of custom panels. This lets you pass relevant…
This release addresses the following issues: • Fixed an issue where chat transcripts incorrectly displayed undefined joined instead of the agent's name during a chat transfer when…
This release addresses the following issues: • Fixed an issue where chat transcripts incorrectly displayed undefined joined instead of the agent's name during a chat transfer when…
Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
Callback offer restrictions You now have greater control over when callbacks are offered. You can configure the following: • Prevent callback offers from being made outside of callback hours. •…
Agent desktop supports parameters in custom panel URLs In the agent desktop, you can now configure fixed and dynamic parameters to include in the URLs of custom panels. This lets you pass relevant…
Google Cloud CCaaS 6.0 We've released version 6.0 of Google Cloud CCaaS. Version 6.0 updates internal Google Cloud CCaaS infrastructure. It contains no customer-facing changes from version…
This release addresses the following issues: • Fixed an issue where custom SIP headers were dropped. This occurred when a directly dialed agent was over capacity, the call was redirected to…
Callback restrictions You can now configure your instance to automatically deflect or schedule callbacks for end-users when they contact you close to the end of your business day or when your queues…
Agent desktop supports parameters in custom panel URLs In the agent desktop, you can now configure fixed and dynamic parameters to include in the URLs of custom panels. This lets you pass relevant…
Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
Metrics for warm transfers and agent consultations The Transfers - Calls and Transfers - Chats dashboards now have the following metrics in the Call Transfers and Chat Transfers tables: • Agent…
Sub teams are included when top-level teams are selected in the Team filter When you select a team in a Team filter on a dashboard, the data for that team's sub-teams is now included.
Advanced reporting dashboards 5.1 We've released version 5.1 of the advanced reporting dashboards.
This release addresses the following issues: • Fixed an issue where the This Week and This Month per-hour figures on the Performance Overview and Agent Performance dashboards were inaccurate. •…
The Agent Metrics (Historical) Explore contains the Avg Chat Concurrency metric The Agent Metrics (Historical) Explore now contains the Ave Chat Concurrency metric to capture concurrency trends for…
Metrics for warm transfers and agent consultations The Transfers - Calls and Transfers - Chats dashboards now have the following metrics in the Call Transfers and Chat Transfers tables: • Agent…
Sub teams are included when top-level teams are selected in the Team filter When you select a team in a Team filter on a dashboard, the data for that team's sub-teams is now included.
The Agent Performance dashboard contains the average chat concurrency metric The Agent Performance dashboard now contains the average chat concurrency metric to capture concurrency trends for…
Advanced reporting dashboards prerelease notes Here are the pre-release notes for updates to the advanced reporting dashboards. When we release these updates, we expect the new capabilities to be as…
This release addresses the following issues: • Fixed an issue where the This Week and This Month per-hour figures on the Performance Overview and Agent Performance dashboards were inaccurate. •…
Answering machine detection for progressive campaigns Answering machine detection (AMD) is now supported for progressive outbound campaigns. When enabled, Contact Center AI Platform analyzes call…
New endpoints for getting email sessions and messages Two new read-only endpoints are now available, allowing external systems to retrieve the parsed contents of an email interaction. This includes…
Email forwarding with attachments Agents can now forward emails to external recipients directly from the email adapter. When forwarding, all attachments from the original email are automatically…
Smart disposition Smart disposition is a new AI-powered capability that automatically suggests a disposition code at the end of a session. This reduces manual work for agents and improves data…
This release addresses the following issues: • Fixed an issue where voice calls became stuck in a virtual agent state after a session ended abnormally or an escalation handoff didn't complete. •…
Google Cloud CCaaS 5.2 We've released version 5.2 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see…
Email parsed data endpoints Two new read-only apps API endpoints are now available, allowing external systems to retrieve the parsed contents of an email interaction. This includes the sender,…
Answering machine detection for progressive campaigns Answering machine detection (AMD) is now supported for progressive outbound campaigns. When enabled, Contact Center AI Platform analyzes call…
Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
This release addresses the following issues: • Fixed an issue where voice calls became stuck in a virtual agent state after a session ended abnormally or an escalation handoff didn't complete. •…
Smart disposition Smart disposition is a new AI-powered capability that automatically suggests a disposition code at the end of a session. This reduces manual work for agents and improves data…
Smart disposition Smart disposition is a new AI-powered capability that automatically suggests a disposition code at the end of a session. This reduces manual work for agents and improves data…
This release addresses the following issues: • Fixed an issue where the AgentSystemData historical report incorrectly showed zero login time for agents who were actively handling calls. • Fixed an…