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Google Cloud CCaaS
Start free
Overview
User Guides
Resources
Documentation
More
Overview
User Guides
Resources
Console
Tutorials
Get started with CCaaS (CCAI Platform)
Configure a sample contact center
Migrate a voice-channel support center
Interactive Virtual Assistant (IVA) guide
Set up CCaaS for high availability
Basic configuration
Deployment schedules
Hours of operation
Language configuration
Enable multiple languages for IVR, mobile, and web channels
Supported languages
Customize mobile and web SDK channel messages
Custom Audio Files & Hold Music Details
Customizing Wait and Hold Music
Configure IVR messages
IVR Purchase Flow Messages
Variables for dynamic consumer messages
Users, agents, and teams
Add, view, and edit users
Add, view, and edit teams
User roles and permissions
Update an agent's status
Deactivate and activate users
Agent aliases
Bulk user management
Bulk user sync tool
User inactivity timeout
Custom and default user avatars
Single sign-on (SSO)
SSO Overview
Standard SAML configuration
Azure SSO configuration
Idaptive SSO configuration
Okta SSO configuration
OneLogin SSO configuration
Ping SSO configuration
Google Workspace SSO configuration
Agent status
Agent statuses
Agent unresponsive status
Queues and menus
Access queue menu settings and configuration
Queue level target metrics
Utilize set targets
Metric details
SMS messaging and queue settings
Prevent agents from selecting a queue for an outbound call
Queue-level wrap-up settings
Setting up and assigning agents to channels and queues
Add and Edit IVR queue menus
Add and Edit Mobile queue menus
Add and Edit Web queue menus
Restrict queue transfers
Overcapacity deflection per-queue
Estimated wait time prediction calculation
Call recording configuration
Call redaction
Mobile PSTN fallback
Insert a dynamic user ID
Custom fallback IVR at the queue level
Enable custom fallback IVR navigation for top-level queues
Queue groups
Routing
Multicast and deltacast
Direct access points
API direct access points for chat
Twinning
Configure percent allocation
Cascade groups
Queue priority
Automatic redirection
First in first out queue routing
Return to queue
Auto answer
Post-session transfer
Virtual agent to virtual agent transfers
Virtual agent to human agent transfers
Emergency queue shutdown
Channels
Call and chat settings
Agent messages and notifications
Send reserved data properties
Ending a call or chat
Handling unauthenticated consumers
Monitoring live calls and chats
After hour deflection for calls and chats
Barge
Transfer history and queue information in the agent adapter
Voice calling
Call settings
Call recording
Call recording data storage
Call waiting
Contact lists
Configure the caller experience
Call recovery features
Customer satisfaction ratings
Block phone numbers
Domestic phone number porting process
Bring your own carrier (BYOC)
BYOC Guide
BYOC IP allow list
SIP URIs
Direct phone numbers
Telephony partners
Mobile and web chat settings and features
Chat settings
External deflection links
Consumer management
Developer settings
Chat check-in
Sensitive data redaction
Agent chat response time
Dismiss inactive chats
Rich messaging and file attachments
Chat live translation
Chat shortcuts
Proactive web SDK triggers
Message preview
Chat transcripts and chat history
Pre-session smart actions
Transfer limits for chats
Customer satisfaction ratings
In-session SmartActions
SMS
Overview
SMS chat settings
Wait time SMS
In call SMS
App download SMS
Direct SMS numbers
Consumer privacy
Email channel
Overview
Configure the email channel
Assigned agent tags
Transfer email sessions to a queue
Prevent email reassignment
Configure your email channel for OAuth with Google Cloud
Configure your email channel for OAuth with Microsoft
Email OAuth profiles and Microsoft 365 client credentials
Conversational AI
Virtual agents
About virtual agents
Create and integrate CX Agent Studio agents
Create and integrate Dialogflow agents
Create virtual agents
Assign virtual agents to queues
Virtual agents for SMS
Virtual agents with CRMs
Create virtual task assistants
Wait-time virtual agents for calls
Virtual agent aliases
Pass data parameters
Custom payloads
Custom events
Play pre-recorded audio
Get the record ID in Dialogflow
Post events for virtual task assistants
Virtual agent language mapping
Virtual agent A/B testing
Call companion
Agent Assist
Customer Experience Insights
Customer Experience Insights Setup Guide
Customer Experience Insights audio redaction
Disposition codes and lists
Disposition timing
Configure disposition timing
Disposition timing agent experience
Disposition codes API
Smart disposition
External storage
Customer abandoned details
Remove end-user data
Advanced configuration
Control access
VPC Service Controls
Private Service Connect
Overview
Set up private ingress
Set up private egress
Custom constraints
Outbound campaigns
Campaign management
Predictive campaign
Progressive campaign
Answering machine detection for progressive campaigns
Preview campaign
Time zone list management
Company Do Not Call list
Alvaria advanced list management
Session data export
Send SDK custom data
Raw data export
Raw data export
Raw data export dictionary
Raw data export JSON schema
QM and SIPREC integration
