100 updates from Google Cloud.
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…
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…
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…
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…
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 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…
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…
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. •…
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…
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.
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. •…
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…
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…
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…
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.
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 the This Week and This Month per-hour figures on the Performance Overview and Agent Performance dashboards were inaccurate. •…
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…
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…
Advanced reporting dashboards 5.1 We've released version 5.1 of the advanced reporting dashboards.
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.
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.
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. •…
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…
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…
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…
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…
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…
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…
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…
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. •…
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…
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.
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…
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…
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…
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.
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…
This release addresses the following issues: • Fixed an issue where emails were stuck in a Transferring state when moved between queues. • Fixed an issue where end-users didn't receive messages from…
API direct access point for chat The API direct access point (DAP) for chat lets you automatically route incoming chat sessions to a queue based on a response from an external API endpoint that you…
Disposition timing You can now configure CCAI Platform so agents can attribute wrap-up time, disposition code, and notes to a previous interaction. You can also let agents modify the disposition…
Google Cloud CCaaS 5.0 We've released version 5.0 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 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.
Agent Assist hub The Agent Assist hub is a new panel in the agent desktop that combines generative knowledge assist and agent coaching features in a single unified interface. The Agent Assist hub…
Manual wrap-up You can now configure CCAI Platform so agents can attribute wrap-up time, disposition code, and notes to a previous interaction. You can also let agents modify the disposition code…
Web SDK version 2 will be shut down on June 26, 2026 On June 26, 2025, we announced the launch of <a…
Do Not Call capability in HubSpot You can configure your HubSpot integration to display This number is on the Do Not Call list in the call adapter when an agent initiates a call to a…
Emergency queue shutdown You can temporarily shut down a specific queue during unexpected events such as system issues, an unexpected staffing shortage, a building emergency, or unplanned…
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.
Return to queue after disconnection You can configure CCAI Platform to offer a disconnected caller the option to return to their queue. If they accept, they're returned to the top of the queue.…
Calls to direct numbers display language selection in the call adapter When an agent receives a direct call, the call adapter now displays the language that the caller chose during language…
The chat API supports CSAT surveys You can now conduct customer satisfaction (CSAT) surveys using the chat API. You can configure CSAT surveys at the global level and at the queue…
This release addresses the following issues: • Fixed an issue where uploading a PDF document to a chat made the conversation history unavailable during a session transfer or page refresh. • Fixed an…
Google Cloud CCaaS 4.43 We've released version 4.43 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
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 a Kustomer issue where Agent Assist transcripts were delivered to the CRM as file attachments instead of timeline notes. • Fixed an issue where…
The chat API supports CSAT surveys You can now conduct customer satisfaction (CSAT) surveys using the chat API. You can configure CSAT surveys at the global level and at the queue…
Link directly to CSAT scores in your CRM from the CSAT dashboards In the CSAT Interactions table of the CSAT - Calls and CSAT - Chats dashboards, next to the Session ID numbers, links to the…
Updates to the Real-time Queue Monitoring - Calls dashboard The Real-time Queue Monitoring - Calls dashboard now includes the following metrics tiles: • Total Rolled Over Pending Callbacks • Total…
New child queues filter option Dashboards that have the Queue Name filter now also have a Child Queues checkbox. Select Yes if you want to include all child queues of the specified queue. There's…
Advanced reporting dashboards 4.36 We've released version 4.36 of the advanced reporting dashboards.
Repeat contact data in the Queue Performance dashboards The Queue Summary Table of the Queue Performance - Calls and Queue Performance - Chats dashboards now includes the following columns: • Total…
The following issues were addressed in this release: • Fixed an issue where Repeat Contact % values in the Queue Summary Table of the Queue Performance - Calls dashboard exceeded 100%. • Fixed an…
This release addresses the following issues: • Fixed an issue with Salesforce where virtual agent responses appeared out of order in transcripts. • Fixed an issue where the advanced reporting…
Google Cloud CCaaS 4.40 We've released version 4.40 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
Updates to the Real-time Queue Monitoring - Calls dashboard The Real-time Queue Monitoring - Calls dashboard now includes the following metrics tiles: • Total Rolled Over Pending Callbacks • Total…
Advanced reporting dashboards prerelease notes Here are the prerelease notes for the next version of the advanced reporting dashboards.
Link directly to CSAT scores in your CRM from the CSAT dashboards In the CSAT Interactions table of the CSAT - Calls and CSAT - Chats dashboards, next to the Session ID numbers, links to the…
New child queues filter option Dashboards that have the Queue Name filter now also have a Child Queues checkbox. Select Yes if you want to include all child queues of the specified queue. There's…
Repeat contact data in the Queue Performance dashboards The Queue Summary Table of the Queue Performance - Calls and Queue Performance - Chats dashboards now includes the following columns: • Total…
The following issues were addressed in this release: • Fixed an issue where Repeat Contact % values in the Queue Summary Table of the Queue Performance - Calls dashboard exceeded 100%. • Fixed an…
This release addresses the following issues: • Fixed an issue where UjetWebFormCallback in the Android SDK lacked the necessary methods to pass form data. • Fixed an issue where chat messages and…
Mobile SDK for Android version 2.15.3 patch We've released version 2.15.3 of the Mobile SDK for Android.
This release addresses the following issues: • Fixed an issue with Salesforce where cases weren't created when a virtual agent connected to a call. • Fixed an issue where agents on teams with…
Google Cloud CCaaS 4.39 We've released version 4.39 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 with Salesforce where virtual agent responses appeared out of order in transcripts. • Fixed an issue where the advanced reporting…
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.
Sort and filter emails Agents can now sort and filter emails by date in the email adapter. User experience changes: The email adapter has the following new UI elements: • A button to toggle…
This release addresses the following issues: • Fixed an issue where Canadian French translations for notifications and error messages were appearing in English. • Fixed an issue where the Alvaria…
Google Cloud CCaaS 4.38 We've released version 4.38 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…
Sort and filter emails Agents can now sort and filter emails by date in the email adapter. User experience changes: The email adapter has the following new UI elements: • A button to toggle…
This release addresses the following issues: • Fixed an issue where Canadian French translations for notifications and error messages were appearing in English. • Fixed an issue where the Alvaria…
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.
Queue Performance dashboard improvements We've made the following improvements to the Queue Performance - Calls and Queue Performance - Chats dashboards: • Added the dashboards to the Advanced…
Advanced reporting dashboards 4.22 We've released version 4.22 of the advanced reporting dashboards.
Added a Location filter to dashboards The following dashboards now include a Location filter: • <a…
The following issues were addressed in this release: • Fixed an issue where the CSAT scores in the Performance Overview and CSAT dashboards didn't match. • Fixed an issue where the Queue Performance…
General dashboard updates • In the <a href="https://docs.cloud.google.com/contact-center/ccai-platform/docs/dashboards-perf-overview">Performance Overview</a> dashboard, we renamed the following…
This release addresses the following issues: • Fixed an issue where URLs copied from Microsoft Word into SMS chat sessions were incorrectly formatted, causing links to merge with adjacent text. •…
Google Cloud CCaaS 4.35 We've released version 4.35 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information,…