Contact Center AI Platform release notes

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, see Deployment schedules.

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 button in the Teams section of the Edit User dialog.

For more information, see Remove a user from teams.

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 demoted to an Unresponsive status and removed from the routing pool despite successfully receiving call offers.

• Fixed an issue where dialed numbers on Twilio BYOC SIP inbound calls were incorrectly formatted with extra digits from the SIP host and port.

• Fixed an issue that prevented chat transcripts from being generated and delivered for sessions containing structured message content.

• Fixed an issue where the call adapter incorrectly showed a call as on hold after a carrier failed to process the hold request, leaving the audio channel open between the agent and the customer.

• Fixed an issue where a failed media download caused the service to restart unexpectedly.

• Fixed an issue that caused queue-specific wrap-up and disposition settings to reset to global defaults after changing unrelated fields on the Queue Settings page.

• Fixed an issue where machine translation didn't activate for chats that were transferred into a non-English language queue if the session originated with a virtual agent.

• Fixed an issue where generative knowledge assist answers that contain long URLs were cut off at the edge of the panel.

• Fixed an issue where queued calls were neither routed to available agents nor offered a callback.

• Fixed an issue where voicemails were automatically dismissed and marked as read if a playback error occurred.

• Fixed an issue where agent call recordings were missing or attached to the wrong call record after a virtual agent deflection.

• Fixed an issue where unanswered DCR calls that were routed using Nexmo disconnected the caller instead of requeuing the call.

• Fixed an issue that prevented virtual agents from transferring calls to a human-agent queue.

• Fixed an issue where calls lacking a carrier hangup reason were incorrectly categorized as "customer abandoned", even when the call center didn't answer the call.

• Fixed an issue where the call event API payload for DCR calls contained incorrect virtual agent parameters.

• Fixed an issue where custom data from chat interactions wasn't recorded in Salesforce records.

• Fixed an issue where Mexico time zones were incorrectly applying daylight saving time adjustments.

• Fixed an issue where agents and end-users were joined to separate conferences, preventing audio communication between them.

• Fixed an issue where call recording deletion tasks entered an endless loop if the provider didn't return a successful response.

• Fixed an issue where IVR voice calls didn't send custom wrap-up events to Dialogflow CX under certain configurations.

• Fixed an issue where a trailing slash in the host URL caused the web SDK to unexpectedly re-enable features that had been previously disabled for specific deployments.

Advanced reporting dashboards prerelease notes 6.14

Here are the prerelease notes for updates to the advanced reporting dashboards and other reporting in CCAI Platform. When we release these updates, we expect the new capabilities to be as shown here.

Two new tiles in the Real-time Queue Monitoring - Calls dashboard: Today's Scheduled Calls and Upcoming Scheduled Calls

We've added two new tiles to the Real-time Queue Monitoring - Calls dashboard: Today's Scheduled Calls and Upcoming Scheduled Calls. These tiles display pending scheduled calls across your allowed scheduling window, regardless of when they were initially created. The tiles provide actionable details for each scheduled call, including the time until the call is due, an overdue flag, and a direct CRM link to the scheduled call. With these tiles, you can view your full schedule of pending callbacks to help you plan staffing.

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 inflated agent counts by including historical, rather than just current, queue assignments. If you have alerts or thresholds based on the previously inflated counts, update them to reflect the new, accurate counts.

• Fixed an issue where certain queues were incorrectly mapped or dropped entirely from Queue Group filter results.

• Fixed an issue where the Is Inbound Call and Is Inbound Chat columns in the Live Agent Data table on the Real-time Agent Monitoring dashboard displayed inverted values, incorrectly showing No for inbound interactions and Yes for outbound. This update also standardizes how interaction direction is defined across all reports, ensuring accurate classification and filtering for API-dialed calls, scheduled callbacks, and direct inbound calls. Additionally, it introduces several enhancements to reporting dashboards to ensure accurate timezone formatting, correct CSAT population by direction, and proper queue time tracking for newer call types.

• Fixed an issue where the Queue Time column of the Queued Calls tile in advanced reporting displayed inflated wait times for calls that re-entered a queue after being answered or transferred.

• Fixed an issue where agents performing mandatory after-call work were incorrectly classified as "In-Call" instead of "Wrap-up" on real-time reporting dashboards. You can expect a decrease in active "In-Call" agent counts and a corresponding increase in "Wrap-up" statuses across your live monitoring views. This change only affects dashboard reporting and doesn't affect agent routing or historical data. No action is required.

• Fixed an issue where the SLA Target on the Real-time Channel Performance dashboards appeared blank for queues with no recent activity or when filters matched no configured queues.

• Fixed an issue where the Missed Interactions dashboards double-counted declined calls and inflated missed chat volumes by incorrectly including agent response-time alerts. You can expect chat volumes to drop and average missed chat time to rise.

• Fixed an issue where selecting the Subtotals option for call queue metrics for a Look returned an error.

• Fixed an issue in downloadable call and chat history reports where French-language calls incorrectly appeared under English queue names.

• Fixed an issue where scheduled calls disappeared from real-time reporting dashboards 12 hours after their creation, which caused the metric to undercount the total number of upcoming scheduled calls.

• Fixed an issue where filter options for agent and team data in advanced reporting dashboards weren't correctly scoped to the user's assigned permissions.

• Fixed an issue where the Agents monitoring page became unresponsive when displaying large numbers of agents, causing significant latency when navigating to other pages.

• Fixed an issue that caused the following problems with raw data exports:

  • Poor export performance due to inefficient database queries.

  • In the call_recordings export, the url field incorrectly contained a timestamp instead of the actual recording URL.

  The url field now contains the correct recording URL, and the timestamp has been moved to a newly added updated_at field. If you ingest call_recordings data using a fixed schema, update your data mappings to accommodate these changes.

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, see Deployment schedules.

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 the end-user.

• Fixed an issue with Kustomer integrations where the caller's information didn't appear on the Incoming call page of the call adapter for direct-line inbound calls.

• Fixed an issue with inbound mobile calls where the end-user leg of the call failed, returning Unknown error, while the agent leg connected normally.

• Fixed an agent desktop issue where live call and chat data were lost.

• Fixed an issue that occurred when the receiving agent in an agent-to-agent transfer didn't answer the call. The receiving agent was marked as active on the call indefinitely, even after the call ended.

• Fixed an issue where the Dismiss button remained active after an agent sent a message, resulting in a 409 error when clicked.

• Fixed an issue where duplicate "chat finished" events were reported when the end-user left a chat session at nearly the same time that the agent ended the chat session.

• Fixed an issue where deflected calls were missing from the All Call History and Voice Inbound (IVR) History reports.

• Fixed an issue that occurred when a direct inbound call was deflected to the agent's overcapacity queue, then that queue redirected to a SIP URI. The SIP redirect didn't include the custom SIP headers.

• Fixed an issue where an in-queue announcement interval of several minutes for inbound IVR calls was incorrectly reduced to approximately 60 seconds.

• Fixed an issue where calls that agents were unable to answer due to microphone failures were incorrectly reported as "picked up" in the Agent Activity Timeline report.

• Fixed an issue where the system incorrectly marked agents as still being on a call after it ended, which either prevented them from changing their status to Available or silently blocked them from receiving new calls.

• Fixed an issue where processing delays for ended calls caused timeout errors.

• Fixed an issue where a sudden spike in calls bypassed capacity limits, causing agent availability to drop below required minimums.

• Fixed an issue where the Agent Activity Timeline report incorrectly attributed manual agent logins and logouts to System instead of the appropriate agents.

• Fixed an issue where calls with a missed offer became permanently stuck in the queue, preventing them from being routed to other available agents. This occurred with queues configured with multicast fallback disabled.

• Fixed an issue where manual or cascade outbound calls that were canceled before connecting were missing from team-filtered Call History reports.

• Fixed an issue that prevented over-capacity deflection from triggering when an agent warm-transferred an outbound call to a queue.

• Fixed an issue where calls weren't correctly routed to the top-ranked agent when using agent priority overrides.

• Fixed an issue where escalated voice calls were incorrectly reported as both answered and abandoned.

• Fixed an issue where calls were missing from the All Call History and Voice Inbound History reports if the caller hung up before leaving a voicemail.

• Fixed an issue where Salesforce click-to-dial outbound calls were incorrectly associated with the most recent open case instead of the case from which the call was initiated.

• Fixed an issue where email accounts remained disconnected indefinitely after a temporary authentication failure.

• Fixed an issue in Agent Assist where long periods of silence during calls caused connection timeouts, triggering false-positive error alerts.

• Fixed an issue where the arrow-down-icon and arrow-up-icon arrows on the Agents > Filter Settings page were rendered at an incorrect scale.

• Fixed an issue where incoming calls incorrectly created duplicate Salesforce accounts instead of linking to existing accounts.

• Fixed an issue where the outbound call queue list displayed stale information, potentially causing calls to be placed in a queue that didn't match the agent's selected language.

• Fixed an issue where the menus for transferring calls and forwarding calls to voicemail appeared in English instead of the agent's selected language.

• Fixed an issue where the wrap-up disposition panel froze after a network reconnection even though the submission had completed successfully.

• Fixed an issue where outbound, click-to-dial calls initiated in Salesforce incorrectly linked to and reassigned ownership of other cases associated with the same phone number.

• Fixed an issue where the agent adapter went blank and prevented new calls from reaching the agent if an end-user hung up immediately after the agent received the call notification.

• Fixed an issue where calls that failed to connect got stuck in a silent 'connecting' state in the call adapter.

• Fixed an issue where Salesforce CRM connections dropped for organizations enforcing OAuth Refresh Token Rotation.

• Fixed an issue where part of an agent's audio was dropped from recordings when a virtual task assistant ran in the middle of a call.

• Fixed a web SDK issue where menus in the pre-chat and chat screens didn't comply with WAI-ARIA keyboard navigation standards.

• Fixed a web SDK issue where screen readers couldn't identify the purpose of the Text size options for the chat screen.

Advanced reporting dashboards 6.4

We've released version 6.4 of the advanced reporting dashboards.

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 call ID(s) for any call in a connecting, connected, or reconnecting state for the agent. If an agent is handling multiple concurrent calls, the call IDs appear in a comma-separated list. The Active Call ID(s) column reduces the number of steps required for supervisors to identify active calls during live monitoring.

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 change is in the Real-time Queue Monitoring - Calls, Real-time Queue Monitoring - Chats, Real-time Connected - Calls, and Real-time Connected - Chats dashboards. For more information, see Queue monitoring dashboards, Real-time Connected - Calls dashboard, and Real-time Connected - Chats dashboard.

• Added a Queue Teams filter to the Real-time Queued - Calls and Real-time Queued - Chats dashboards. This lets you filter queued interactions by the team assigned to the queue.

Improved the Real-time Calls and Real-time Chats dashboards

We made the following dashboard improvements:

• Real-time Calls - Calls Connected dashboard. Added the following columns to the Connected Calls table:

  • Total Consumer Talk Time. Total time since the call first connected to a virtual agent or a human agent.

  • Total Hold Time. Total time the call has spent on hold so far, including a hold currently in progress.

• Real-time Chats - Chats Connected dashboard. Added the following column to the Connected Chats table:

  • Total Consumer Chat Time. Total time since the chat first connected to a virtual agent or a human agent.

Real-time Calls - Calls Queued dashboard: new Projecting column

The Real-time Calls - Calls Queued dashboard has a new Projecting column in the Call Queued table. Indicates whether the routing engine (deltacast) is currently projecting this queued call to an available agent.

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 the CCAI Platform portal, these dashboards and Explores display in that language.

Administrators: There's a new Français (CAN) option when you click Admin > Change Language in the CCAI Platform portal.

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 titles didn't immediately switch to a newly selected language.

• Fixed an issue where the Productive Agents column in the tables of the Queue Group Performance - All dashboard didn't display values appropriate to the queue group settings.

• Fixed an issue in the Call Queue Metrics (Historical) Explore where filtering by Agent Name without including it as a visible column resulted in zero rows being returned.

• Fixed an issue that affected calls to a sub-menu that were deflected using Custom After Hours Deflection to a message. These calls were incorrectly attributed to the parent menu in the All Queued Interactions report.

• Fixed the effectiveness of the Direction filter in the following dashboards:

  • Agent Performance. The Agent Productivity Detailed – Calls and Agent Productivity Detailed – Chats tables correctly reflect the filter setting.

  • Real-time Agent Monitoring. The Agent Performance table and historical metrics tiles correctly reflect the filter setting.

  • All Interactions – Calls and All Interactions – Chats. The IVR Interactions (calls only) and Virtual Agent Interactions tables correctly reflect the filter setting.

• Fixed an issue with the Queue Performance - Calls dashboard when short abandons were present in the specified date range. The Avg Queue Time column in the Queue Summary table incorrectly displayed the raw sum of queue durations instead of a true average.

• Fixed an issue where team filters didn't apply correctly when generating the Individual Call History Report and the Individual Chat History Report. This resulted in the inclusion of data from unmanaged queues.

• Fixed an issue where French Canadian translations for several dashboard metrics and labels were incorrect, incomplete, or missing.

• Fixed the following issues with the Real-time Calls - Calls Queued dashboard:

  • The Total Queued Now metric didn't include callers who were returned to the queue after an automated-answer detection miss.

  • The Current Max Queue Wait Time (H:M:S) and Current Avg Queue Wait Time (H:M:S) metrics mistakenly measured from a caller's original entry into the queue, rather than from their most recent return to the queue.

• Fixed an issue where a gray bar appeared at the bottom of the advanced reporting dashboards, preventing a full view of the dashboards.

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 agent. This decreases the average agent handle time by eliminating the time lost when agents wait for end-users who have abandoned a chat.

For more information, see:

• Chat check-in

• SDK configuration (Android)

• Chat check-in after-hours options (iOS)

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 relaunched, the check-in dialog didn't reappear.

• Fixed an issue where mobile inbound calls didn't connect.

iOS SDK only:

• Fixed an issue where end-users received duplicate end-of-chat notifications when a virtual agent ended a conversation.

• Fixed an issue where a virtual agent's final message appeared out of order during a chat escalation.

• Fixed an issue where apps didn't upload logs when the server returned a relative URL.

Android SDK only:

• Fixed an issue where a five-second delay occurred between session creation and the initial chat fetch, significantly delaying when the message appeared.

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, see Deployment schedules.

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 caller off hold. This eliminates the silence that previously occurred between an agent answering a call and taking the caller off hold.

For more information, see Cold transfers.

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 matching is no longer case-sensitive.

Administrators: There's a new Do Not Call Configuration section in the CRM pane, located at Settings > Developer Settings (with HubSpot selected).

For more information, see Configure Do Not Call for HubSpot.

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 you quickly assess your network's health and troubleshoot connection issues.

For more information, see Get network diagnostic information.

Agent desktop: Open from the CCaaS portal

You can now access the Agent Desktop using the new Apps menu. In the CCaaS portal, click Apps > Agent Desktop to open the Agent Desktop in a new browser tab. This lets you move between the portal and the Agent Desktop without ending your portal session.

For more information, see Open the agent desktop.

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 issue where loading the outbound numbers list timed out or caused significant delays for organizations with large teams and custom roles.

• Fixed an issue where estimated wait times of less than one minute were incorrectly rounded down to zero, preventing the system from accurately triggering over-capacity actions.

• Fixed an issue where sudden spikes in call volume bypassed a team's capacity protections and reduced the team's agent availability to below configured minimums.

• Fixed an issue where nested object values in custom data were incorrectly displayed as [object Object] in the agent desktop session data feed.

• Fixed an agent desktop issue where the navigation bar in the Previous Interactions page of the call adapter was overlapped by summary text and didn't stay fixed while scrolling.

• Fixed an issue where answered voice calls triggered a second, unrequested callback after the end-user hung up.

• Fixed an issue where intermittent IMAP connection rejections caused email fetch workers to enter an extended backoff loop, resulting in several hours of mailbox downtime.

• Fixed an issue where inbound voice call recordings weren't exported to external storage when a virtual agent escalation was deflected to voicemail due to over-capacity.

• Fixed an issue where manual wrap-up sessions were incorrectly attributed to the most recent call in the Agent Activity Timeline and in raw data exports, even when the wrap-up was unrelated to that call.

• Fixed an issue where the "agent leg" of a call connection stalled in a connecting state for the full timeout duration before failing silently and moving the agent to an available status.

• Fixed an issue where custom form responses weren't exported to external storage for instances without an external CRM integration.

• Fixed an issue where a queue name saved in the SLA thresholds for queues dialog didn't persist after saving.

• Fixed an issue where virtual agent voice calls triggered a session error during wrap-up.

• Fixed an issue during high-capacity redirections where voicemails weren't saved.

• Fixed an issue where completed call transfers generated duplicate queue duration records, leading to inflated reporting for queue volume and SLA metrics.

• Fixed an agent desktop issue where the sentiment banner in the call adapter didn't immediately appear at the start of a call.

• Fixed an issue where saving the Upload audio recording for Language Selection option of the Languages dialog didn't persist and switched to Text-to-speech.

• Fixed an issue where inefficient database queries caused high CPU utilization and performance degradation across all communication channels.

• Fixed an issue where transient connection errors during Twilio ICE token fetching caused agent call setup to fail or take longer to connect.

• Fixed an issue where temporary connection drops during chat webhook delivery caused unnecessary delays.

• Fixed an issue where work time and wait time durations overlapped in reporting metrics.

• Fixed an issue where the agent adapter call history incorrectly displayed English queue names for French-Canadian calls.

• Fixed an issue where agents were assigned calls from secondary queues even when their primary queue fell below the minimum availability threshold.

• Fixed an issue where canceled virtual-agent-to-human escalations incorrectly reported negative queue durations and inaccurate SLA metrics in chat session data and reports.

• Fixed an issue where creating or updating queues failed and returned a timeout error.

• Fixed an agent desktop issue where an outbound call canceled by an agent while connecting was recorded as an unknown failure instead of an agent cancellation.

• Fixed an issue where clicking the rewind and forward buttons on the voicemail page of the call adapter restarted the voicemail from the beginning.

• Fixed an agent desktop issue where the chat adapter displayed a loading progress indicator instead of the chat transcript when a chat session was assigned.

• Fixed an issue where a disposition prompt didn't appear in the call adapter after a disconnected call, even when mandatory disposition was configured.

• Fixed an issue where Agent Assist real-time transcription didn't start on Vonage BYOC calls.

• Fixed an issue where changes made outside of browser-originated HTTP requests (such as from API clients or background jobs) failed to generate audit log records.

• Fixed an issue where over-capacity phone deflection didn't activate for direct agent calls, resulting in an error message or callers waiting indefinitely.

• Fixed an issue where transient network connection failures during call and chat DAP lookups caused inbound calls to route to default queues or prevented chat sessions from starting.

• Fixed a web SDK issue where static, non-interactive text within the chat widget incorrectly received keyboard focus, disrupting the navigation flow for keyboard and screen reader users.

• Fixed an issue where temporary asset errors during deployments were cached by the CDN, leading to web SDK initialization failures.

• Fixed an agent desktop issue where incomplete configuration settings prevented call control buttons from updating or rendering properly.

• Fixed an issue where the audio for an over-capacity deflection played in the source queue's language instead of the destination queue's language following a cross-language transfer.

• Fixed an issue where waiting chats weren't immediately offered to available agents who became eligible for a queue through a team membership update or direct queue assignment.

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 Deployment schedules.

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 checkbox in the following locations:

• The Desktop Layout Builder dialog at Settings > Operation Management > Agent Desktop > Manage Desktop Layout Lists > Add desktop layout.

• The Desktop Layout Builder at Settings > Operation Management > Agent Desktop > Manage Desktop Layout Lists > Add desktop layout > Next.

User experience change: There's a new new emails menu in the menu bar of the agent desktop.

For more information, see Create a desktop layout and Handle an email.

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 or visible due to inconsistent state updates.

• Fixed an issue where direct inbound voicemails appeared multiple times in the History tab of the call adapter.

• Fixed an issue where voice callbacks were canceled at the end of operating hours instead of rolling over to the next day.

• Fixed an issue where using click-to-dial from a Salesforce case incorrectly overwrote the parent account's mobile phone number with the dialed number.

• Fixed an issue where ending a call resulted in significant latency or connection errors in the instance.

• Fixed an issue where hold music in call recordings overlapped live conversation.

• Fixed an issue where the deletion of a custom hours of operation group didn't appear in the Audit Dashboard.

• Fixed an issue in Zendesk integrations where the system mistakenly navigated from the active ticket tab to the customer profile page when a voice call ended.

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 Deployment schedules.

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 following capabilities:

• You can optionally specify the status that you expect email sessions to be in. Email sessions that aren't in that status aren't updated.

• For each email session, the response reports whether it was updated, required no change, or couldn't be updated (and why). This means that integrations can handle partial success and identify which sessions still need attention.

For more information, see Bulk email status endpoint.

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, causing them to appear as missing or unanalyzable data.

• Fixed an issue where the chat text-input field was unresponsive after an agent accepted a new chat.

• Fixed an issue where call-cascade agent availability safeguards weren't enforced for terminal queue paths, which resulted in agents being assigned calls from secondary queues even when their primary queue fell below the minimum availability threshold.

• Fixed an issue where chats that were connected to an agent continued to appear on the Queued Chats dashboard with a status of Ongoing.

• Fixed an issue where direct inbound and dial-by-extension calls didn't reach an agent when multiple calls were waiting in the agent's queue.

• Fixed an issue where chat messages from supervisors were incorrectly attributed to the end-user in Customer Experience Insights transcripts.

• Fixed an issue where changes to hours of operation didn't appear in the Audit Dashboard.

• Fixed an issue with Salesforce integrations where outbound calls were incorrectly labeled as Inbound and didn't pass the CCAI Platform call ID into Salesforce case activity comments.

• Fixed an issue where requests for agent activity logs resulted in high database latency and gateway timeouts.

• Fixed an agent desktop issue where an agent sent a chat form to an end-user but the end-user didn't receive it.

• Fixed an issue where a chat that was escalated from a virtual agent to a human agent was stuck in the queue and couldn't be successfully offered to available agents.

• Fixed an issue where the Queue dashboard displayed {{Count}} and {{Level}} variables instead of numerals.

• Fixed an issue where the wait times API incorrectly reported zero available agents for chat queues that had agent availability.

• Fixed an issue where the Queues > Calls dashboard didn't load and timed out for instances with a large number of queues.

• Fixed an agent desktop issue where the sentiment score didn't appear in the call adapter in the agent desktop or in Salesforce for calls that were escalated from a virtual agent to a human agent.

• Fixed an issue where newly created voice queues didn't correctly inherit the global whisper and countdown settings.

• Fixed an issue where queue duration metrics incorrectly included IVR timeout time for calls that were cold transferred into a closed queue.

• Fixed an issue where an agent who reopened a previously read voicemail was stuck in In-call status, preventing them from accepting new contacts or changing their status.

• Fixed an issue where an agent's assigned call ID was cleared during wrap-up, which prevented them from submitting their wrap-up disposition after refreshing the page.

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 Deployment schedules.

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 > Call > Contact Lists > Contact list management > CREATE OR EDIT CONTACT LIST> Add Destination, toggle Pass Data Parameters to the on position to see the new Automatically Include and Pass all Inbound SIP Headers checkbox.

For more information, see Add a SIP URI address destination to a contact list.

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 through an app registration instead of relying on an individual user sign-in. OAuth IMAP setup is more resilient for support inboxes and other application-managed mailboxes.

For more information, see Email OAuth profiles and Microsoft 365 client credentials.

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.

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 Data Feed pane displayed data from the previous chat and the chat transcript stopped updating.

• Fixed an issue where conversation history loaded slowly for agents using the CCaaS widget embedded in Salesforce.

• Fixed an issue where outbound calls with zero duration time were missing from Individual Call History reports that were scoped to agents and teams.

• Fixed an issue where customers couldn't leave a voicemail during a warm transfer.

• Fixed an issue where the Queued Calls dashboard displayed the incorrect originating queue and transferring agent for a cold-transferred call.

• Fixed an issue where the agent desktop experienced significant loading delays.

• Fixed an issue where calls transferred from a virtual agent directly to a human agent bypassed the Keep Waiting overcapacity setting, causing callers to be incorrectly routed to a fallback queue or to voicemail.

• Fixed a raw data export issue where file names for the MENU_PATH_ITEMS dataset incorrectly contained path_items.

• Fixed an issue where a parent queue was incorrectly marked as after-hours even though one or more of its child queues were in operation.

• Fixed an issue with chats that were escalated from a virtual agent to a human agent and then reached a terminal status (canceled, finished, or failed). These chats mistakenly appeared in the Queued Chats dashboard.

• Fixed an issue where the agent desktop froze and the Call Adapter pane displayed Call on hold after a call was terminated or dropped.

• Fixed an issue where agents couldn't change their chat status while a call was in the wrap-up stage.

• Fixed an issue where the call adapter displayed calls waiting when there were actually no calls waiting.

• Fixed an issue where outbound calls that failed immediately caused the call adapter to be stuck in the In-call state with the timer running.

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 Deployment schedules.

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 session, agent, and customer context into custom panels.

For more information, see Parameters.

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.

• Prevent callback offers that will likely occur outside of callback hours. If conditions improve (that is, EWT decreases), the system adjusts and can offer callbacks.

Administrators: We've added the following checkboxes to the CCAI Platform portal:

• Restrict callback offer outside of callback window

• Restrict callback offer that will exceed hours of operation. If queue condition improve offer callbacks

These checkboxes are available in the following locations:

• The Settings > Call > Callback Settings pane (to configure globally).

• The Settings > Queue > IVR (Interactive Voice Response) > Edit / View > QUEUE_NAME > Callback Settings > Configure > Callback Management pane (to configure a queue).

For more information, see Manage callbacks.

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 real-time redaction was enabled.

• Fixed an issue where agents were incorrectly placed into Unresponsive status after answering a call if the customer declined the system's callback attempt.

• Fixed an issue where overcapacity deflection didn't trigger when agent-initiated outbound or direct-inbound calls were transferred to a queue, causing users to wait indefinitely.

• Fixed an issue where the Answer button didn't appear for incoming calls in the agent desktop, preventing agents from accepting calls.

• Fixed an issue where live translation didn't activate (or translated in the wrong direction) after a chat was transferred between queues.

• Fixed an issue where predictive campaign calls became stuck in a queued state, causing agents to appear available despite being unable to receive new calls.

• Fixed an issue where web chats became stuck in a queued state and were never assigned to an agent.

• Fixed an issue where previously closed chat sessions briefly reappeared and gained focus when launching agent desktop.

• Fixed an issue where agents couldn't submit disposition codes and notes during wrap-up.

• Fixed an issue where agents couldn't change their status after a call ended abnormally, causing them to remain stuck in the wrap-up state.

• Fixed an issue where the Call History list incorrectly displayed the same customer phone number for all Acqueon campaign calls.

• Fixed an issue where an agent's status incorrectly remained Available during outbound calls and wrap-up periods, allowing the routing engine to offer new inbound calls to occupied agents.

• Fixed an issue where agents were forced to re-authenticate when opening the chat adapter or email adapter despite having an active session.

• Fixed an issue where the text screen in the email adapter suddenly re-rendered while typing, causing characters to disappear or be displaced.

• Fixed an issue where the headings in Generative AI session summaries in chat wrap-up notes lost their bold formatting when saved.

• Fixed an issue where the global after-hours deflection message played despite a queue-level custom redirect to a phone number being configured.

• Fixed an issue where calls abandoned by a customer while waiting in a transfer queue were incorrectly reported as queue failures.

• Fixed an issue where transient CRM errors caused significant delays in retrieving ticket IDs during active calls.

• Fixed an issue where the CCAI Platform portal incorrectly displayed a chat status as Unknown (instead of Check In Timeout) when a consumer didn't check in.

• Fixed an issue where the call adapter incorrectly displayed Portuguese BR instead of Portuguese (Portugal) during call handoffs.

• Fixed an issue where agents making outbound calls remained in an Available status, which incorrectly allowed new inbound calls to be routed to them while they were already engaged.

• Fixed an issue where Agent Assist live transcription and generative summary stopped working mid-call following a transfer or a hold-and-resume cycle.

• Fixed an issue where the transfer menu delayed loading queues.

• Fixed an issue where the agent adapter incorrectly displayed an agent's status as Unavailable when a custom status, such as Break or Special Task, was selected.

• Fixed an issue where chats escalated from a virtual agent to a human agent queue bypassed menu-level after-hours and over-capacity deflection messages.

• Fixed an issue where the call adapter defaulted to English in the Outbound call screen regardless of the agent's system language.

• Fixed an issue where Call and Chat each appeared twice in the Dashboard menu when using high browser zoom levels or small window resolutions.

• Fixed an issue where legacy dashboards were restricted to English-only labels.

• Fixed an issue where users in SAML-only or SSO-enabled environments received invitation emails directing them to a non-existent Forgot Password flow.

• Fixed an issue where the user activity logs incorrectly recorded an end-user ID instead of the agent's ID when a chat disconnected.

• Fixed an issue where customer calls were abandoned during payment transactions when DTMF inputs were provided.

• Fixed an issue where agents could see and select outbound caller IDs that weren't assigned to their teams or queues.

• Fixed an issue where post-session virtual agent transfers stalled if a customer left the chat while still in a queue for a human agent.

• Fixed an issue where agents and end-users could hear each other's voices despite the agent putting the call on hold.

• Fixed an issue where the agent adapter incorrectly reverted to displaying English when initiating an outbound call in a non-default language.

• Fixed an issue where the Hide Agent Assist button wasn't appearing in the user interface during the call disposition phase.

• Fixed an issue where cascade agent availability conditions weren't enforced, causing regional agents to be incorrectly routed into international queues and leaving local queues understaffed.

• Fixed an issue where agents appeared available but weren't receiving calls.

• Fixed an issue where administrators received multiple email notifications instead of a single notification after deactivating a call channel.

• Fixed an issue where Telnyx error handling was incorrectly configured, causing system alerts to fail during call disconnect or hold actions.

• Fixed an issue where inbound IVR calls were stuck in a queued state if a caller disconnected during initial call processing.

• Fixed an issue where callbacks became permanently stuck in a queued state if an agent missed a projected call.

• Fixed an issue where calls using Telnyx or Nexmo numbers received an "An Application error has occurred" message during overcapacity deflection or automatic redirection.

• Fixed an issue where call recordings weren't delivered or processed correctly.

• Fixed an issue under Settings > Operation Management > Localization > Manage Location Setting where configured locations with Portuguese (Portugal) or Spanish (Spain) selected incorrectly displayed as Unknown in the Language column, and locations with Spanish (Mexico) selected incorrectly displayed as Spanish (Spain).

• Fixed an issue in iOS and Android SDKs where the end user's initial message and custom data weren't correctly passed to the routing API during the chat menu fetch.

• Fixed an issue where inbound calls cancelled by the caller within the first second incorrectly remained active in the system for several hours.

• Fixed an issue where custom SIP headers were dropped. This occurred when a directly dialed agent was over capacity, the call was redirected to the agent's queue, and that queue was configured to redirect to a SIP URI.

• Fixed an agent desktop issue where the chat screen went blank when an agent accepted or dismissed a chat.

• Fixed an issue where the Deflections - Calls dashboard incorrectly reported the queues that calls were redirected to when using percent allocation.

• Fixed an issue where auto-answered interactions became stuck in a Queued status despite being accepted by an agent.

• Fixed an issue where the chat adapter in a CRM integration didn't post outbound messages when using rich text formatting.

• Fixed an issue where the agent_activity_logs endpoint experienced timeouts and degraded performance when processing large data requests.

• Fixed an agent desktop issue where outbound calls appeared to start successfully but didn't connect to the end-user.

• Fixed an issue where New photo received notifications appeared whenever an agent switched between chat tabs.

• Fixed an issue where short outbound calls incorrectly displayed a This call was abandoned by the customer message.

• Fixed an issue where agents experienced significant delays when switching between multiple concurrent web chats.

• Fixed an issue where attaching PDF or text files in the chat adapter failed or timed out.

• Fixed an issue where calls transferred from a virtual agent to an agent extension were incorrectly deflected.

• Fixed an issue where reordering queues in the CCAI Platform portal experienced extreme latency and didn't update visually without a manual page refresh.

• Fixed an issue where chat history for added agents became unavailable after a page refresh.

• Fixed an issue where calls to the user_activity_logs endpoint experienced significant delays.

• Fixed an issue where repeated voicemail re-reads caused duplicate participant entries and inflated session data.

• Fixed an issue where callback sessions remained in a Connected status indefinitely after completion.

• Fixed an issue where agents using IdP-initiated SAML SSO were automatically routed to the default home page instead of the agent desktop.

• Fixed an issue where DTMF options in the softphone didn't register with external IVR systems during outbound calls.

• Fixed an issue where agents were unable to receive or fetch incoming calls.

• Fixed an issue where supervisors using Telnyx who ended a monitoring session were unable to monitor subsequent calls.

• Fixed an issue where empty chat bubbles appeared in the chat adapter when an end-user used suggestion chips to respond to a virtual agent.

• Fixed an issue where duplicated contact handle-duration events caused inaccurate reporting for call and chat interactions.

• Fixed an issue where agents didn't receive the correct error messages when their microphone was disabled or inaccessible during a call.

• Fixed an issue where incoming calls were incorrectly multicasted and didn't auto-answer when an agent was already in an active chat session.

• Fixed an issue where calls deflected to external SIP or phone destinations were missing the ends_at timestamp in call data.

• Fixed an issue where the chat timeout event wasn't correctly emitted to the headless web SDK, causing sessions to remain active for up to 120 minutes, regardless of the configured settings.

• Fixed an issue where agents using Salesforce-Lightning or Zendesk embeds couldn't maintain a stable presence connection.

• Fixed an issue where headless web SDK client methods didn't work after a mid-session authentication update.

• Fixed an issue where agents were unexpectedly logged out of all active sessions.

• Fixed an issue where calls producing multiple recording segments resulted in duplicate entries in Customer Experience Insights.

• Fixed an issue where the parent_id field was missing from callback call responses in the manager API.

• Fixed an issue where virtual agent transcripts were lost during escalations to human agents.

• Fixed an issue in the agent desktop where the sentiment score appeared in the Call details panel despite sentiment analysis being turned off in the conversation profile.

• Fixed an issue where the Escalated To Language column in the Escalations table of the Virtual Agent - Calls dashboard incorrectly displayed Unknown for French (Canada) calls.

• Fixed an issue where calls didn't advance to the next cascade group after the timer threshold was reached.

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 5.2.

The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see Deployment schedules.

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.

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 agents, teams, and queues.

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 Connection Time (H:M:S). Reports the time spent consulting with another agent and then warm transferring to that agent.

• Agent Consult Time (H:M:S). Reports the time spent consulting with another agent before returning to the call.

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.

• Fixed an issue where the Queue Abandons and Abandon % fields on the Queue Group Performance - All and Queue Group Performance - Chats dashboards always displayed 0 for chats.

• Fixed an issue where the virtual agent call metrics on the Virtual Agent - Calls, All Interactions - Calls, and Performance Overview dashboards were incorrect.

• Fixed an issue where agents appeared under Assigned Agent for calls that they weren't connected to.

• Fixed an issue where exporting data from dashboards using date ranges greater than seven days failed.

• Fixed an issue in the Real-time Queue Monitoring and Queued Calls dashboards where transferred calls were incorrectly displayed as Queued when they were active with an agent.

• Fixed an issue where queue groups that were turned off remained visible in advanced reporting dashboards.

• Fixed an issue where the Queue Time filter on the All Interactions dashboard wasn't displaying data.

• Fixed an issue where the SLA Target field in the Queue Group Performance - All dashboard was empty.

• Fixed an issue where the No checkbox of the Child Queues filter disappeared when cleared. No child queues is the default for this filter, so we removed the No checkbox, leaving only the Yes checkbox.

• Fixed an issue where the Available Agents field overstated real capacity.

• Fixed an issue on the Queue Groups - Calls and Queue Groups - Chats dashboards where the Ave Current Queue Time metric displayed incorrect data.

• For time-related exports, there's now a column that displays time in HH:MM:SS format (in addition to seconds). You can't apply conditional formatting to this format in an Explore.

• Fixed an issue where Max Queue Wait Time, Max Speed To Answer, and Max Queue Abandon Time displayed incorrect data in Explores.

• Fixed an issue where changes to an agent's availability preferences in the agent adapter weren't reflected in the Agent Activity dashboard.

• Updated the labels in the Agent Metrics (Historical) Explore to be channel-agnostic for metrics that include both calls and chats.

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 Deployment schedules.

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 audio in the background to determine whether a call reaches a live person, or whether it reaches an answering machine or voicemail. If an answering machine or voicemail is detected, the call ends and the dialer proceeds to the next contact.

Administrators: In the Settings > Campaigns > Dialer Modes pane, there's a new Enable Answering Machine Detection toggle.

User experience change: When CCAI Platform detects voicemail or an answering machine, a green banner appears in the call adapter to indicate this.

For more information, see Answering machine detection for progressive campaigns.

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 the sender, recipients, subject, body, and attachment metadata. Here are the endpoints:

• /apps/api/v1/email/sessions/EMAIL_SUPPORT_ID: Returns email session summary information and a list of message IDs with metadata.

• /apps/api/v1/email/messages/EMAIL_THREAD_ID: Returns the full content of a single message.

For more information, see Get email sessions and messages.

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 included. Agents can remove attachments before sending, if needed. The original email remains in its assigned queue with its status unchanged.

User experience change: A new Forward button is available in the email adapter.

For more information, see Forward an email.

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 consistency.

Administrators: There's a new Smart Disposition toggle in the following locations:

• The Settings > Operation Management > Wrap-up > Automatic wrap-up for inbound calls > Disposition Codes & Notes for calls > Disposition Codes section.

• The Settings > Operation Management > Wrap-up > Automatic wrap-up for outbound calls > Disposition Codes & Notes for calls > Disposition Codes section.

• The Settings > Operation Management > Wrap-up > Automatic wrap-up for chats > Disposition Codes & Notes for chats > Disposition Codes section.

User experience change: When smart disposition is turned on, a suggested disposition displays in the Disposition field of the Wrap-up screen in the agent adapter.

For more information, see Smart disposition.

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.

• Fixed an issue where using invalid sorting parameters on agent activity logs caused a server error.

• Fixed an issue where canceling a warm transfer to a queue at overcapacity caused the caller to become stranded in an automated menu loop.

• Fixed an issue where the agent activity logs API allowed unbounded time ranges, which led to system performance degradation and gateway timeouts.

• Fixed an issue where the team and menu endpoints experienced performance delays.

• Fixed an issue where calls transferred to a queue with overcapacity deflection (OCD) enabled didn't redirect, causing callers to hear indefinite ringing.

• Fixed an issue where the call duration in the call adapter and in the in-call status timer of the agent desktop didn't match for outbound calls.

• Fixed an issue where the Agent Activity dashboard displayed time zones inconsistently.

• Fixed an issue where the inactivity timer didn't force a session to end if the agent closed the browser or browser tab before the inactivity timer expired.

• Fixed an issue where the All Call History and Individual Call History reports displayed incorrect cascade group numbers for transferred calls and chats.

• Fixed an issue where the sentiment score appeared in the Call Details panel of the agent desktop despite sentiment analysis being turned off in the conversation profile.

• Fixed an issue with IVR calls routed through Nexmo, where the virtual agent missed the first several seconds of caller audio, forcing callers to repeat themselves.

• Fixed an issue where chats became stuck in the queue after a deltacast routing projection expired or an agent didn't connect.

• Fixed an issue where reordering queues in the CCAI Platform portal caused significant latency and required a manual page refresh to display the changes.

• Fixed an issue with Salesforce integrations where adding a third party to a call incorrectly displayed their contact name in the customer field in the agent desktop Participants panel.

• Fixed an issue where direct inbound SMS chats that were sent to an unavailable agent expired and failed instead of being rerouted.

• Fixed an issue where anonymous inbound calls incorrectly displayed an agent's contact information instead of indicating an unknown caller.

• Fixed an issue where database deadlocks caused transactions to run against the wrong database, causing failed lookups and chat sessions getting stuck.

• Fixed an issue where manual status changes to Available after an automatic wrap-up were incorrectly attributed to the system instead of the agent in activity reports.

• Fixed an issue where retrieving large datasets using the manager API caused connection timeouts and incomplete data synchronization for downstream systems.

• Fixed an issue where the Agent Assist Hub incorrectly displayed The Agent Assist Hub feature is not enabled during voice sessions despite the Agent Assist Hub being enabled.

• Fixed a web SDK issue where navigating between pages on the host website during an active chat resulted in a duplicate session being created.

• Fixed an issue where the AgentSystemData historical report incorrectly showed zero login time for agents who were actively handling calls.

• Fixed an issue where Dialogflow agents incorrectly escalated or disconnected calls when responding with only pre-recorded audio.

• Fixed an issue where transfer completion events appeared twice in the agent desktop session data feed when a user was transferred to a task virtual agent.

• Fixed an issue where virtual agent interactions failed and escalated prematurely.

• Fixed an issue where a single wrap-up event was incorrectly dispatched twice to Dialogflow on bidirectional-enabled voice calls.

• Fixed an issue where session summarization sections weren't displayed in the order that they were configured.

• Fixed an issue where sensitive information in the CC and BCC fields of email requests was visible in system logs.

• Fixed an issue where the email adapter displayed a blank gray screen when an agent attempted to transfer emails between queues.

• Fixed an issue in Kustomer integrations where abandoned or failed calls weren't finalized, leaving records in the Call In Progress state.

• Fixed an issue in ServiceNow integrations where starting a chat from a queue caused duplicate cases for a single chat ID.

• Fixed an issue where mobile chat sessions ended unexpectedly after successfully escalating to a human agent.

• Fixed an issue where chat transcript PDF headers remained in English for non-English queues.

• Fixed an issue where placeholder text (Content cards displayed here) didn't appear in the agent adapter or live chat view when content cards weren't supported.

• Fixed an issue where agents received duplicate SMS messages from end-users.

• Fixed an issue where the inactivity timeout didn't trigger for chats waiting in a transfer queue.

• Fixed an issue where chats waiting in a transfer queue remained open indefinitely and created duplicate metadata files.

• Fixed an issue where chat transcripts were missing from data exports when a CRM ticket wasn't created.

• Fixed an issue where chats escalated from a virtual agent remained in queued status after being assigned to an agent.

• Fixed an issue where calls escalated from a virtual agent to a holiday-closed queue bypassed the holiday message and played the after-hours deflection message.

• Fixed an issue where call recording URLs weren't saved or synced to the CRM for calls with multiple audio segments, such as those involving an IVR followed by an agent conference.

• Fixed an issue where voice calls remained in an assigned state without progressing or requeueing if a system error occurred during the assignment process.

• Fixed an issue where callers were disconnected from voicemail greetings after an agent completed their wrap-up following a call transfer.

• Fixed an issue where manual wrap-up session data was incorrectly recorded across multiple sessions, leading to inflated duration reports.

• Fixed an issue where duplicate call recording files with an .N suffix were created in external storage.

• Fixed an issue where calls prematurely disconnected or experienced audio loss during the hangup process.

• Fixed an issue where Telnyx VoIP calls silently dropped without notification if the connection was interrupted.

• Improved internal instrumentation to diagnose poor call quality scores and improve call reliability.

• Fixed an issue where agents configured for Deltacast and auto-answer received unexpected multicast call offers.

• Fixed an issue where the agent desktop didn't save call-related settings such as mute status.

• Fixed an issue where queue-level automatic wrap-up settings were unexpectedly disabled.

• Fixed an issue where the switch to chat button wasn't accessible from the keyboard.

• Fixed an issue where an agent ended the wrap-up session of another agent.

• Fixed an issue where agents experienced delays of up to 30 seconds when transitioning from "Wrap" to "Available" status.

• Fixed an issue where an An error has occurred message incorrectly appeared when a user created a direct access point for instances without a configured CRM.

• Fixed an issue where message timestamps weren't visible to supervisors and administrators when monitoring active chats in the CCAI Platform portal.

• Fixed an issue where historical data syncs to Calabrio failed.

• Fixed an issue where the bulk user upload process allowed unauthorized role assignments.

• Fixed an issue where deleting a notification rule removed all associated historical notifications without warning.

• Fixed an issue where call events in timeline reports appeared out of chronological order.

• Fixed an issue where technical connection timeouts during call offers weren't correctly tracked as skipped interactions.

• Fixed an issue where chats remained in the queue following a virtual agent escalation.

• Fixed an issue where importing a contact list CSV for a native power dial campaign failed if the file contained malformed rows or encoding issues.

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 Deployment schedules.

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 code and notes of previously completed sessions.

Administrators: In the Settings > Operation Management > Wrap-up pane, a new Manual Wrap-up section is available.

User experience change: If configured, a new Previous Sessions list appears in the agent adapter.

For more information, see Configure disposition timing.

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 configure. This eliminates the need for end-users to select from a queue menu.

By default, this capability is inactive. Contact Google Cloud Support to turn it on for your instance.

For more information, see API direct access point for chat.

This release addresses the following issues:

• Fixed an issue where the Session Data report incorrectly calculated the after call work (ACW) duration specifically for manual wrap-up scenarios.

• 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 agents during web chats.

• Fixed an issue where calls or chats remained in a queue without being offered to available agents.

• Fixed an issue where voice calls were prematurely moved from an agent's queue during a multi-group cascade.

• Fixed an issue where the disposition panel didn't appear after a call ended, leaving agents unable to change their status without signing out and signing in.

• Fixed an issue where end-users were incorrectly assigned to teams and skills they weren't originally part of during bulk CSV imports.

• Fixed an issue where interaction transcripts for calls in non-English languages were incorrect.

• Fixed an issue in Salesforce integrations where incoming chat audio and desktop notifications didn't play for agents using the embedded CCAI Platform widget.

• Fixed an issue where the inactive chat dismissal timer didn't reset after a chat was transferred from a virtual agent to a human agent.

• Fixed an issue where voicemails disappeared from the queue immediately after being opened.

• Fixed an issue where the reporting dashboard incorrectly displayed call and agent status during a cold transfer to another queue.

• Improved rendering performance in the agent desktop mini chat adapter.

• Fixed an issue where the storage path for screen recordings didn't align with the folder structure displayed in the user interface.

• Fixed an issue where missing public files were incorrectly cached by the CDN for up to seven days.

• Fixed an issue where agents were automatically redirected to the Closed inbox view after changing an interaction status to Closed.

• Fixed an issue where the You cannot log out when in a chat notification was truncated in the chat adapter.

• Fixed an issue with Salesforce integrations where rapid, concurrent data requests caused information to be lost.

• Fixed an issue where duplicate call recording links were posted to Zendesk tickets for multi-segment calls.

• Fixed an issue with Salesforce integrations where the UI retained settings from a previous Salesforce organization after switching to a new organization.

• Fixed an issue where duplicate customer satisfaction surveys were submitted and recorded for a single live chat session.

• Fixed an issue where the message field in the chat adapter was inactive when an agent accepted a new chat.

• Fixed an issue where task virtual agents were incorrectly identified as Nobody when joining a conversation after a transfer from a human agent.

• Fixed an issue that occurred when a chat entered a queue and the greeting message was sent before an agent was assigned. In these cases, the associated push notification crashed and logged an error, producing excessive noise in logs.

• Fixed an issue where the agent's final message in a chat session appeared after This chat is ended in the chat adapter and the CRM transcript.

• Fixed an issue where agents using instances without a CRM configuration received a No Account Detected warning when making outbound calls.

• Fixed an issue where notification chimes played after an agent had connected to an active call.

• Fixed an issue where the country code list didn't automatically update the country flag when a phone number was entered without the + prefix.

• Fixed an issue where calls to an agent's personal queue didn't break through if the agent was also assigned to an inbound queue with breakthrough disabled.

• Fixed an issue where outbound calls that were transferred to a queue didn't adhere to the queue's deltacast configuration.

• Fixed an issue where the agent desktop became unstable or didn't load.

• Fixed an issue where wrap-up time was incorrectly reported when agents exceeded the configured wrap-up time.

• Fixed an issue where the IVR queues dashboard didn't load for instances with a large volume of queues.

• Fixed an issue where calls to the manager/api/v1/agent_activity_logs endpoint timed out when sort_direction was turned off.

Google Cloud CCaaS 4.45

We've released version 4.45 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 Deployment schedules.

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 maintenance. This lets you provide fast, controlled call deflection for the affected queue without impacting the rest of your call center. You can shut down a queue using the CCAI Platform portal or programmatically, using the /apps/api/v1/menus/shutdown API.

By default, this capability is inactive. Contact Google Cloud Support to turn it on for your instance.

Administrators: We've made the following updates to the CCAI Platform portal:

• In the Settings > Queue > IVR (Interactive Voice Response) > Edit / View > MENU_NAME > Settings pane, there's a new Emergency Shutdown section.

• On the Settings > Developer Settings > Audible Messages page, there's a new Enable Remote Shutdown via API toggle.

For more information, see Emergency queue shutdown.

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 contact configured for Do Not Call (DNC). The agent can proceed with the DNC call if needed. If the agent proceeds with the call, the following comment is logged in the CRM: "The contact is in TPS, the agent chose to proceed with the call."

This capability is for non-campaign outbound calls. It doesn't affect outbound campaign calls.

Administrators: In the Settings > Developer Settings > Agent Platform > HubSpot > Account Lookup section, there's a new Do-Not-Call CRM Field section.

User experience update: The call adapter displays This number is on the Do Not Call list when an agent initiates a call to a contact configured for DNC.

For more information, see Do Not Call for HubSpot.

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. Virtual agents in the queue are skipped. This capability is for IVR calls only.

Administrators: We've made the following updates to the CCAI Platform portal:

• In the Settings > Call > Call Details pane, there's a new Return to Queue After Disconnection section.

• In the Settings > Queue > IVR (Interactive Voice Response) > Edit / View > MENU_NAME > Settings pane, there's a new Return to Queue after disconnection section.

• In the Settings > Languages & Messages > Audible Messages pane, there's a new Return to Queue After Disconnection Messages section.

For more information, see Return to queue.

This release addresses the following issues:

• Fixed an issue where campaigns that didn't complete prevented subsequent campaigns from starting.

• Fixed an issue where callers weren't correctly connected to voicemail during a warm transfer to an agent's direct number.

• Fixed an issue where incoming calls were assigned to agents but didn't appear in the agent adapter, resulting in "ghost assignments" and abandoned calls.

• Fixed an issue where cold-transferring a call from a queue while the transferring agent was in a wrap-up state caused the connection to become unresponsive and silent.

• Fixed an issue where calls that disconnected before entering a queue were incorrectly displayed in the Queued Calls dashboard.

• Fixed an issue in the agent desktop where the call disposition panel failed to load for queues with forced disposition enabled, leaving agents stuck and unable to proceed without logging out.

• Fixed an issue where streaming conversations failed due to connection errors.

• Fixed an issue where outbound calls initiated from a HubSpot company profile created duplicate anonymous contacts instead of matching existing records by phone number.

• Fixed an issue where the Session Data report incorrectly calculated the after call work (ACW) duration specifically for manual wrap-up scenarios.

  This fix was released in version 5.0.

• Fixed an issue where the Start Call button didn't display in the call adapter.

• Fixed an issue where voicemails from cold transfers were lost or routed to the wrong queue.

• Fixed an issue in the agent desktop where active calls appeared to be on hold while the agent was in a "wrap-up exceeded" state.

In the Agent Desktop, the Knowledge Assist panel is being replaced with a new Agent Assist Hub panel

Who's affected?

Customers who use the Agent Desktop and the Knowledge Assist panel in a desktop layout are affected. If you don't use Agent Desktop and the Knowledge Assist panel, you can ignore this announcement.

What's changing?

We're replacing the Knowledge Assist panel in Agent Desktop with a new Agent Assist Hub panel. The Agent Assist Hub panel contains a Knowledge Assist module that is a 1:1 functional replacement of the Knowledge Assist panel.

How does this affect my contact center?

For any agents that are signed into your contact center at the moment we update it, the new Knowledge Assist module will stop working. To fix this problem, the agent needs to sign out of the contact center and sign in again. The Knowledge Assist module will begin working. Agents who sign into your contact center after we update it won't be affected by this issue.

What do I need to do?

When we roll out this change, your Google Cloud CCaaS instance will be updated automatically - you don't need to change any configurations. However, you should tell your agents to sign out of your contact center and sign in again if the Knowledge Assist module within the Agent Assist Hub panel isn't working for them. Your agents do not need to take action If your instance is configured as a Critical deployment and is updated outside of the contact center hours of operation.

When is this happening?

We expect to make this change in early Q3 of 2026, around mid to late July. We'll publish prerelease notes and release notes to keep you informed of this change.

Web SDK version 2 will be shut down on June 26, 2026

On June 26, 2025, we announced the launch of Web SDK version 3. Starting on June 26, 2026, the web SDK v2 will no longer be supported. Be sure to update your website to use the web SDK v3 to avoid disrupting your integration with the web SDK. We are no longer adding new features to the web SDK v2.

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, see Deployment schedules.

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 selection.

For more information, see Direct phone numbers.

HubSpot: Control the display of CRM account fields and record fields in the agent adapter

You can now control how CRM account fields (contact and company) and record fields (ticket and deal) appear in the agent adapter for HubSpot integrations. This gives agents immediate access to important context such as VIP status, account ownership, and ticket priority during live interactions.

Administrators: In the Settings > Developer Settings > CRM > Agent Platform > HubSpot > Account Lookup section, there are two new CRM Account Display Fields sections and a new CRM Record Display Fields section.

For more information, see HubSpot lookups.

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 level.

Administrators: On the Settings > Chat page, there's a new Chat API section.

For more information, see CSAT in the chat API.

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 issue where direct SMS chats didn't send termination notifications at the end of the chat.

• Fixed an issue where the after-hours voicemail greeting didn't play during agent-to-agent call deflections.

• Fixed an issue where SIP and IVR calls intermittently failed if the caller disconnected before a virtual agent was assigned.

• Fixed an issue where calls deflected to voicemail during after-hours were incorrectly reported as errors in the All Call History report.

• Fixed an issue where direct inbound calls were incorrectly deflected to voicemail during an agent's available hours when agent deflections were enabled.

• Fixed an issue where inbound voice calls failed with an application error during the initial lookup phase.

• 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 In Progress banner and the Cancel button didn't appear immediately after a virtual task assistant request was initiated.

• Fixed an issue where campaigns stayed in a paused state instead of transitioning to a completed state after finishing.

• Fixed a Deltacast issue where chats weren't routed correctly to available agents when the company-wide concurrency setting was disabled but individual agent limits were active.

• Fixed an issue where supervisor monitoring and whisper features caused system errors during call recording.

• Fixed an issue where agents couldn't dismiss forwarded voicemails if the source queue had been deleted.

• Fixed an issue where Telnyx calls that ended normally didn't generate a disconnect event, resulting in missing recordings, missing transcripts, and calls appearing to still be active in the CCAI Platform portal.

• Fixed an issue where consecutive IVR queue deletions caused performance delays and timeout errors.

• Fixed an issue where queue-level automatic wrap-up settings were disabled without an end-user action.

• Fixed an issue where the queue settings page displayed inconsistent whisper announcement statuses and didn't play queue names during calls.

• Fixed an issue where the Queues page displayed incorrect overcapacity deflection settings when end-users navigated quickly between different queues.

• Fixed an issue where virtual agents attempted to fail over to a human agent during outages even when no human agent was configured.

• Fixed a Salesforce issue where initiating an outbound call from an active case linked to a separate case assigned to a different user, incorrectly overriding ownership of the second case.

• Fixed a Kustomer issue where duplicate conversation records were created in the CRM during calls.

• Fixed a Kustomer issue where SMS chat sessions didn't create tickets in the CRM.

• Fixed an issue where underscores in an email address in a shortcut were converted to double backslashes when an agent sent the email address to an end-user.

• Fixed an issue where deleting Twilio records caused unnecessary errors.

• Fixed an issue where disabling the global CSAT setting prevented IVR surveys from being offered to callers, even when the surveys were enabled for specific queues.

Advanced reporting dashboards 4.36

We've released version 4.36 of the advanced reporting dashboards.

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 also a new Child Queues (Yes / No) filter available in Explores that have the Queue Name filter.

The Agent & Queue Status (Live) Explore contains new real-time agent and queue metrics

The Agent & Queue Status (Live) Explore contains the following new metrics:

• In Call: the number of agents currently on a call

• Available / Waiting: the number of agents available and waiting for the next contact

• Contacts in Queue: the number of calls currently waiting in 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 associated CSAT scores in your CRM are now available. You can go directly to the CSAT scores without needing to search for them in your CRM.

For more information, see CSAT dashboards.

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 Rolled Over Completed Callbacks

• Avg CSAT Calls

For more information, see Queue monitoring dashboards.

Updates to the Queue Performance dashboards

• The Queue Performance - Calls and Queue Performance - Chats dashboards now include the following:

  • A new Interaction Type filter

  • A new Interaction Type column in the Queue Detailed Table

• The Queue Performance - Calls dashboard now includes the following metrics tiles:

  • Total Rolled Over Completed Callbacks

  • Total Rolled Over Pending Callbacks

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 Repeat Contacts

• Repeat Contact %

For more information, see Queue Performance dashboards.

This release addresses the following issues:

• Fixed an issue where Repeat Contact % values in the Queue Summary Table of the Queue Performance - Calls dashboard exceeded 100%.

• Fixed an issue where the Date filter in Explores returned no results when is on or after was set for an absolute date.

• Removed the Total Logged in Time metrics tile from the Agent Availability dashboard.

• Fixed an issue where language labels were missing from the advanced reporting dashboards.

• Fixed an issue that occurred when filtering by chat ID in the All Interactions - Chats dashboard. The wrong chat ID appeared in the Virtual Agent Chats table.

• Fixed an issue where disposition codes were missing or blank for outbound calls in the Call Agent Metrics (Historical) dashboard.

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, see Deployment schedules.

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 dashboards didn't load.

• Fixed an issue where PDF and audio attachments weren't visible to agents after a chat transfer.

• Fixed an issue where end-users were incorrectly placed on hold following a cold transfer to a queue.

• Fixed an issue where MP3 audio files for agent call deflections couldn't be uploaded.

• Fixed an issue where agents were automatically logged out due to inactivity while still engaged in active calls or chats.

• Fixed an issue where a bulk user upload with blank phone number columns caused existing direct inbound phone numbers to become unassigned from agent profiles.

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 where UjetWebFormCallback in the Android SDK lacked the necessary methods to pass form data.

• Fixed an issue where chat messages and content cards in the Mobile SDK displayed out of order.

• Fixed an issue where the Android SDK didn't start a new chat session after the previous session ended.

• Fixed an issue where customers couldn't customize the Android SDK to display the timeout message to end-users.

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, see Deployment schedules.

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 transfer restrictions couldn't transfer chats to agents not assigned to a team.

• Fixed an issue where agents who weren't available for chat transfers still appeared in the transfer list, causing transfer attempts to fail.

• Fixed an issue where the Submit wrap-up button didn't appear in the call adapter after agents completed outbound calls.

• Fixed an issue where an agent and caller still heard each other after the agent placed the caller on hold.

• Fixed an issue in the agent desktop that occurred after an agent transferred a call to a different queue. The agent desktop layout of the source queue displayed to the receiving agent instead of the layout of the destination queue.

• Fixed an issue where the reporting for after call work (ACW) time was artificially high for calls transferred to a third party.

• Fixed an issue where overcapacity deflection settings interfered with after-hours deflections, causing calls to be incorrectly queued.

• Fixed an issue where the inactivity timeout didn't function as configured.

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, see Deployment schedules.

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 between Oldest to newest and Newest to oldest in the email list.

• A Filter by Date list to filter by preset filters or by a configurable date range.

For more information, see Email lists.

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 WFM Agent Performance report was exporting every minute instead of once daily.

• Fixed an issue where the Agent Preferences table on the Agent Availability dashboard didn't update when an agent modified their availability preferences.

• Fixed an issue that occurred when an agent manually changed their status to Available before the point in time that automatic wrap-up was configured to do so. In the Activity Timeline report, the status change was mistakenly attributed to the system.

• Fixed an agent desktop issue where clicking the Transfer button in an SMS chat displayed an error instead of starting a transfer.

• Fixed an issue where a delay in Salesforce task creation caused a lag in updating the ticket ID on calls.

• Fixed an issue where agents couldn't transfer SMS chats.

• Fixed an issue where incoming chats were routed to newly signed-in agents instead of to those who had been available the longest.

• Fixed an issue where messages in the chat adapter's chat history weren't labeled or aligned to distinguish agent messages from end-user messages.

• Fixed an issue in the IVR Queue Menu Settings pane where the text input field didn't appear when users selected Text-to-speech.

• Fixed an issue in the SMS Queue Menu Settings pane where phone numbers weren't appearing in the incoming and outbound Assigned Numbers fields.

• Fixed an issue where the web SDK didn't load.

• Fixed an issue where live transcripts and conversation summarization didn't display in the agent desktop following an instance update.

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:

• Real-time Channel Performance

• Transfers

• Queue Interval

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 Reporting Landing Page.

• Added a Support Phone Number filter.

• Renamed the Total Inbound Handled tile (calls only) to Total Queue Answered.

• Added a Total Failed tile.

• In the Queue Summary table, removed the Total Inbound Calls Handled column and added the following columns: Total Queue Interactions, Total Queue Entries, Total Queue Answered, Total Failed, and Total Transfers.

For more information, see Queue Performance dashboards.

General dashboard updates

• In the Performance Overview dashboard, we renamed the following tiles:

  • Queued Now to Current Queued Now

  • Max Queue Time to Current Max Queue Time

• The Real-time Connected - Calls and Real-time Connected - Chats dashboards now include the following tiles:

  • Total Connected Calls (calls only)

  • Total Connected Chats (chats only)

  • Avg Current Sentiment Score

• In the Queue Group Performance - All dashboard, we renamed the Lang filter to Language.

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 dashboard incorrectly totaled queue interactions, resulting in lower counts than expected.

• Fixed an issue in the All Interactions - Chat dashboard where the Virtual Agents Chats table displayed the wrong chat.

• Fixed an issue in the All Interactions - Chat dashboard where the Failed Interaction column of the Chat Metric Detail table displayed False for a failed interaction.

• Fixed an issue in the All Interactions - Chat dashboard where the Failed Interaction column of the Chat Metric Detail table displayed False for a failed interaction.

• Fixed an issue where the Chat ID filter on the Queue Performance - Chats dashboard incorrectly displayed placeholder values.

• Fixed an issue where scheduled exports of large queries were limited to 500 rows, causing reporting delays.

• Fixed an issue in the Historical Data table of the Agent Activity dashboard where the Start Time and End Time columns indicated incorrect durations for agents belonging to multiple teams.

• Fixed an issue where short abandoned calls and chats were incorrectly included in the Abandons dashboard, causing inaccurate reporting of queue abandon times.

• Fixed an issue where dashboard windows didn't fully display their contents.

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, see Deployment schedules.

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.

• Fixed an issue with Alvaria campaigns where the dialer didn't correctly use the country code from the @COUNTRYCODE field when selecting the contact number to dial.

• Fixed an issue where live transcription didn't resume after an agent enabled and then disabled redaction during IVR payment card collection.

• Fixed an issue where agents couldn't upload PDF files in chat sessions.

• Fixed an issue where end-users encountered errors or empty details when accessing call history immediately after a call ended.

• Fixed an issue where agents became stuck in the In-call status and couldn't end calls or change their status, preventing them from handling new interactions.

• Fixed an issue where the deletion of the default greeting message for a language didn't persist.

• Fixed a web SDK issue where scheduling a call in one queue incorrectly showed the Reschedule Call screen from a different queue.

• Fixed an issue that occurred when a human agent invoked the payment virtual task assistant to collect card details. When the call was transferred back to the human agent, live transcription and sentiment analysis didn't resume.

• Fixed an issue where HubSpot ticket creation failed when Skip CRM Account Creation and Skip Account Lookup were enabled. This resulted in tickets being created without an associated phone number.

• Fixed an issue where, after transferring a call from one queue to another, the receiving agent's desktop temporarily showed the source queue's agent desktop layout instead of the destination queue's layout.

• Fixed an issue where outbound Telnyx calls got stuck on the agent adapter Connecting screen when Agent Voice Detection was enabled globally.

• Fixed an issue where Alvaria Advanced Outreach outbound campaign batch files weren't ingested by Contact Center AI Platform, preventing campaigns from loading contacts.

• Fixed an issue where a single inbound call in Salesforce created two cases.

• Fixed an issue where the Agents dashboard showed an invalid -10 agent status during wrap-up and after calls.

• Fixed an issue where Alvaria WFM Agent Performance reports displayed no agent activity.

• Fixed an issue where the NICE WFM exporter reported higher abandoned call counts than Contact Center AI Platform reporting.

• Fixed an issue where chats escalated from a virtual agent to a human agent were dismissed shortly after assignment.

• Fixed an issue where the Ticket URL column in the Individual Call History CSV report was blank for newly recorded calls, preventing customers from accessing and downloading call recordings from the report.

• Fixed an issue where newly created teams couldn't be reordered in the CCAI Platform portal.

• Fixed an issue where the agent desktop Previous Interactions panel didn't show Agent Assist summaries from past calls.

• Fixed an issue where conversation history didn't display correctly in the agent adapter when a chat was escalated from a virtual agent to a human agent and then a large number of messages were sent by the end-user.

Google Cloud CCaaS 4.30

We've released version 4.30 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 Deployment schedules.

Skip the IVR greeting message

You can now configure your instance to skip the IVR greeting message.

Administrators: A new Skip IVR Greeting option is available in the Settings > Languages & Messages > IVR-specific Messages section.

For more information, see Customize IVR-specific messages.

Headless web SDK: advanced call scheduling is turned on by default

The useAdvancedCallScheduling parameter in the headless SDK is now set to true by default.

Queue status endpoint

The new queue status endpoint provides real-time data for leaf queues, including estimated wait times, agent availability, callback slot capacity, hours of operation, and holidays. This capability lets voice AI systems dynamically decide whether to escalate a call to a live agent or offer scheduled callback windows to the caller. You can access the queue status endpoint in the apps API: GET /apps/api/v1/queues/status.

For more information, see The queue status endpoint.

For call transfers in HubSpot, the ticket owner is automatically updated

When a call is transferred from one agent to another with a HubSpot integration, HubSpot tickets now automatically update to reflect the new ticket owner. This provides an accurate record of ownership throughout the interaction lifecycle. No configuration is required.

This release addresses the following issues:

• Fixed an issue where email messages in queues displayed a blank white panel when opened.

• Fixed an issue that occurred when a closed ticket ID was passed to HubSpot using the SDK. The ticket wasn't reopened, resulting in new tickets being created.

• Fixed an issue where agents pasted images into the chat adapter even when the Allow agents to attach files setting was turned off.

• Fixed an issue where the agent adapter displayed generic error messages instead of call failure reasons such as Busy or No answer.

• Fixed an issue where chat history wasn't deleted after a session ended, causing the agent desktop to become unstable for high-volume agents.

• Fixed an issue where the NICE WFM ASCWS heartbeat timed out, causing agents to appear inactive and disrupting adherence reporting.

• Fixed an issue where virtual agents unexpectedly disconnected during inbound IVR calls, causing the calls to escalate to a human agent.

• Fixed an issue where customer utterances were missing from the Live Transcript when conversations were transferred from a Dialogflow CX agent to a human agent.

• Fixed an issue where, when an agent searched for a queue during a chat transfer, the queue appeared with No logged in agents when agents were available.

• Fixed an issue where launching a task virtual assistant during a chat caused the agent's screen to freeze.

• Fixed an issue where call transcripts from CX Agent Studio agent conversations were added to CRM records as garbled and unreadable text, with repeated words and incorrect turn order.

• Fixed an issue where the Wait Time custom field on Zendesk tickets displayed an incorrect value when using custom fields for Account and Record.