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Google Cloud CCaaS
Start free
Overview
User Guides
Resources
Documentation
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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
