Repeat contacts data added to advanced reporting dashboards
Repeat contacts data is now available in the following advanced reporting dashboards:
Real-time Queue Monitoring - Calls and Real-time Queue Monitoring - Chats: new Total Repeat Contacts tile. For more information, see Queue monitoring dashboards.
All Interactions - Calls and All Interactions - Chats: new Repeat Contact column in the Call Metric Detail and Chat Metric Detail tables.
Real-time Calls - Calls Connected and Real-time Chats - Chats Connected: new Repeat Contact column in the Connected Calls and Connected Chats tables.
Advance reporting dashboards 4.12
We've released version 4.12 of the advanced reporting dashboards.
New Total Queued Answered metric in the Chat Queue Metrics Explore
The Chat Queue Metrics Explore now includes the Total Queued Answered metric. This metric provides a precise count of chats answered from the queue, providing accurate Service Level Agreement (SLA) and answer rate calculations where the standard "handled" metric might not apply—for example, if a chat is answered and then immediately disconnected.
The following issues were addressed in this release:
Fixed an issue where fields for hourly and 30-minute intervals in call queue metrics didn't display detailed data over long date ranges.
Fixed an issue where the Teams Filter filter displayed incorrect data.
Fixed an issue where calls that started at a specific time didn't appear in their corresponding time windows.
Fixed an issue in the Agent Activity dashboard where the Created By column attributed status changes to an agent when an administrator performed the changes.
Fixed an issue where historical call and chat metrics displayed incorrect timestamps.
On the Real-time Queue Monitoring - Calls and Real-time Queue Monitoring - Chats dashboards, in the Historical Data tables, the Avg CSAT column was renamed CSAT.
Fixed an issue on the Channel Interval - Calls and Channel Interval - Chats dashboards where drill-down views in the trend tiles displayed incorrect information or were empty.
Fixed an issue in the Queue Group Performance - All dashboard where blue highlighting wasn't applied to populated fields in the Queue Group Performance Calls and Queue Group Performance Chats tables.
The following issues were addressed in this release:
Fixed an issue with React Native integrations where the email adapter wouldn't load. TBD - confirm that there's only one bug related to the email adapter not loading with React Native integrations.
Fixed an issue where enabling chat redaction caused the unredacted messages to be redacted in the chat adapter.
Fixed an issue where calls continued to be recorded after being transferred to a third-party number, even when the Continue Call recording to Third Party Numbers after the agent leaves the call setting was cleared.
Fixed an issue where emails were automatically assigned to users without agent roles.
Fixed an issue where the global Overcapacity Deflection Messages setting was configured for Uploading Audio Recordings, but queues inheriting global settings incorrectly displayed Text-to-speech in the UI.
Fixed an issue where agents couldn't transfer a chat within the same queue.
Fixed an issue where incoming calls unexpectedly ended with 603 decline errors after ringing for 13 seconds.
Fixed an issue in the Agent Desktop where the session ID didn't match the call ID for the same interaction.
Fixed an issue where user search results didn't display users in locations with the same first three letters of the name when searching for partial locations.
Fixed an issue that let end-users interact with a mailbox immediately after switching to a different mailbox, causing synchronization issues.
Fixed an issue where overcapacity deflection didn't work for direct inbound calls.
Fixed an issue where the Reporting API changed the data types of some response fields. This caused data type mismatches in the reports that the API returned.
Configure the ringing timeout for virtual agent transfers to SIP endpoints
Twilio users can configure the ringing timeout for outbound calls that virtual
agents transfer to SIP endpoints. Add the sip_ring_timeout field to the
virtual agent's custom payload to set the ringing period for up to 600 seconds.
This allows calls to internal extensions or Unified Communications (UC)
destinations sufficient time to be answered before disconnection. For more
information, see Transfer a call to a SIP
endpoint.
Agent Assist is available for calls and chats that are unassociated with a queue
You can now turn on Agent Assist for calls and chats at the team level. That means that Agent Assist is available for interactions that aren't associated with a queue, such as direct inbound calls and outbound calls with no queue selected.
Administrators: In the Settings > Users & Teams > Manage Users & Teams > edit TEAM_NAME pane, there's a new Agent Assist section.
For more information, see Configure Agent Assist at the team level.
New HubSpot CRM ticket view: Help desk view
You can now configure which CRM ticket view your HubSpot integration uses: Standard view, or the new real-time Help desk view.
Administrators: In the Settings > Developer Settings > select HubSpot pane, there's a new CRM Ticket View section.
For more information, see Configure HubSpot.
Google Cloud CCaaS 4.16
We've released version 4.16 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.
Play pre-recorded audio for virtual agents
Dialogflow lets virtual agents respond with pre-recorded audio. This lets you use high-quality audio files instead of standard text-to-speech. This capability is available for all voice channels, including inbound and outbound calls. It's available for support virtual agents, task virtual agents, and post-session virtual agents. For more information, see Play pre-recorded audio.
Mobile SDK version 2.15.2 patch
This patch updates the following for the Android SDK:
Updates minSdkVersion to 25.
Upgrades the following dependencies:
Twilio Conversations to 6.2.1
Twilio Voice to 6.10.2
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 function. Be sure to update your website to use the web SDK v3 before that date to avoid breaking your integration with the web SDK. We are no longer adding new features to the web SDK v2.
]]>Improved controls for predictive campaigns
We've added the following controls to predictive campaigns to reduce the risk of call abandonment due to overdialing. These controls let you ramp up dialing rates more naturally and consistently.
Max Calls Per Agent
Target Agent Occupancy
We've also made the Max Abandonment % setting optional, for campaigns that don't require maintaining a maximum abandonment percentage.
Administrators: When you click Campaigns > Add Campaign > Mode > Predictive, the new controls appear in the Add Campaign dialog.
For more information, see Predictive campaigns.
Resume chat endpoint
You can use the new chats/CHAT_ID/resume endpoint to resume chat sessions that
are in dismissed or va_dismissed status. Resumed chat sessions display the
chat history to both the end-user and the agent.
For more information, see Resume a chat.
Callback fulfillment hours
You can configure callback fulfillment hours, which are the hours when your contact center fulfills callbacks. If you enable callback rollovers to the next day, callbacks that are scheduled outside of these hours are rolled over to the next day. If you don't enable callback rollovers, callbacks that are scheduled outside of these hours are canceled. Callback fulfillment hours aren't available by default. To use this capability, ask your Google contact to turn it on for your instance. For more information, see Callback fulfillment hours.
Support for creating chat virtual agents using CX Agent Studio
Contact Center AI Platform supports creating chat virtual agents using Customer Experience Agent Studio (CX Agent Studio). This expands on its existing support for creating voice virtual agents with CX Agent Studio.
For more information, see Create and integrate Customer Experience Agent Studio agents.
Improved support for multiple agent matches for agent extension searches
When an end-user inputs an agent extension number at the beginning of a call and there are multiple agent matches, the system now reads agent matches in groups of eight. This gets the end-user to the correct agent faster. We've added the following new extension directory messages to help guide the end-user to the correct agent:
Multiple agents found
Search results next page
End of search results
For more information, see Extension directory messages.
The following issues were addressed in this release:
Fixed an issue for Zendesk users where using click-to-dial from a private note failed to display existing tickets for outbound calls, forcing agents to create new tickets.
Fixed an issue for Brightspeed users where the CRM link in the agent adapter didn't open during calls or chats.
Fixed an issue where call recordings between agents and end-users didn't upload to Salesforce promptly.
Fixed an issue where agents placing an outbound call couldn't select queues from their parent team.
Fixed an issue where agent status durations continued to accrue even after agents logged out or went offline.
Fixed an issue where web queue redirects didn't work with domains ending in
.today.
Fixed an issue in the Agent dashboard where team names with a forward
slash displayed the HTML character entity (/) instead of the forward
slash.
Fixed an issue where changing agent status after completing wrap-up displayed the wrap-up screen instead of the new status.
Fixed an issue where the default global contact list was missing, despite being enabled, preventing end-users from accessing this directory.
Fixed an issue where virtual agent calls weren't recorded and uploaded to external storage even when call recording was turned on.
Fixed an issue where outbound calls were incorrectly prompting for customer satisfaction (CSAT) feedback when a menu was assigned.
Fixed an issue where the French Canadian translation for "wrap-up" was inconsistent between the chat adapter and notes panel.
Fixed an issue where filtering agents by Team on the Agents tab resulted in significant delays.
Fixed an issue where users were unable to download reports from the virtual agent dashboard and chat history if the requested date range exceeded the storage retention period.
Fixed an issue where SMS, WhatsApp, and AMB queues that were copied from Web or IVR channels incorrectly inherited transfer restrictions, preventing agents from transferring chats.
Fixed an issue where users were unable to upload a key when adding or editing a redaction platform under developer settings.
Fixed an issue where call recording links were not being pushed to HubSpot cases as expected.
Fixed an issue where agents intermittently failed to connect to incoming calls and were immediately disconnected, causing calls to requeue or drop unexpectedly.
Fixed an issue where chat and call queues appeared unavailable for transfers when destination agents reached maximum capacity or were in an unavailable status.
Fixed an issue where toggling the Whisper Announcement or Countdown settings in Automatic Redirection would unintentionally disable the Customize Greetings Announcement option.
Fixed an issue where callback selections made after a virtual agent handover were not accurately reflected in downloadable reports.
Fixed an issue where the Available filter didn't display agents that were available to receive a transfer.
Fixed an issue with Alvaria Workforce integrations where files were rejected due to a random suffix added to the RECORDKEY value.
Fixed an issue where two end-users could be connected simultaneously to a single agent during campaign calls.
Fixed an issue where the inactive chat dismissal timer did not reset after a conversation was escalated from a virtual agent to a live agent queue.
Fixed an issue where transcript metadata files were sometimes stored in the folder for the following day instead of matching the transcript file date, ensuring all metadata and transcript files are now consistently organized by the correct chat end date.
Fixed an issue where agents appeared available but were unable to receive or be re-offered calls due to repeated WebSocket presence updates and connection expirations.
Fixed an issue where Direct Access Points configured with SIP URIs containing spaces or non-standard formats failed to route calls correctly.
Fixed an issue where the Agents tab filter in the UJET Portal displayed "All undefined" and was unclickable, preventing manual agent selection.
Fixed an issue where managers could access queue reports requested by other managers, even if they were not involved in the relevant queues.
Fixed an issue where searching by Location on the Users & Teams page could return agents who no longer matched the search criteria. Search results now accurately reflect current agent locations.
Fixed an issue where users did not see a message indicating that no time slots were available when selecting a queue with no available time slots.
Fixed an issue where the fetch time slots endpoint incorrectly included non-working days when calculating available future time slots.
Fixed an issue where call recordings failed to convert from MP3 to WAV, preventing playback in Call Quality Assurance tools that require WAV format.
Fixed an issue where, after a warm call transfer, if Agent 1 left the call and Agent 2 resumed the conversation, there was no audio between Agent 2 and the end user.
Fixed a 500 Internal Server Error that occurred when administrators tried to add a new language (for example, Danish) under the "Languages and Message" settings. This error prevented the language from being added to the list.
Fixed an issue where the chat widget landmark was missing an accessible label. The chat widget now includes an aria-label matching the chat button label.
We have updated the session metadata to provide a strict distinction between Escalations and Transfers. This ensures that reporting accurately reflects the business context of how a session moves between resources. The session metadata will now categorize these events as follows:
Escalation: Recorded only when a Virtual Agent transfers a session to a Human Agent.
Transfer: Recorded for all other routing scenarios, including:
Human Agent > Human Agent
Virtual Agent > Virtual Agent (Support or Task)
Human Agent > Virtual Agent
Fixed an issue where updating a contact's mobile phone number during an interaction would incorrectly overwrite the existing phone number field.
Fixed an issue where chats that ended due to end user timeout or disconnection were incorrectly shown as "undefined" in the Interaction Outcome column of platform reports.
Fixed an issue in WFM data where the handle count was showing incorrect information if a chat spanned multiple intervals.
Fixed a data discrepancy in NICE WFM interval reports where chat metrics (specifically ContactsReceived and HandledLong) were incorrectly showing activity during time intervals where no chats actually occurred.
Fixed an issue where calls transferred using warm transfer to another queue were incorrectly deflected due to overcapacity, resulting in a cold transfer instead.
Fixed an issue where agents with multiple custom roles were incorrectly prevented from changing to certain statuses due to role restriction logic.
Fixed an issue where changing the "Custom After Hours Deflection" setting in queue configuration would incorrectly reset wrap up settings from "Queue" to "Global."
Fixed an issue where users with custom roles and correct permissions for Queues were unable to add teams.
Fixed an issue where the right-side columns on the outbound phone numbers page were not visible and could not be accessed when the browser window was too small.
Fixed a web SDK issue where the chat modal on Android Chrome was not recognized by screen readers due to a missing dialog role.
Fixed a web SDK issue where elements behind the Text size menu overlay were focusable, ensuring that keyboard focus now remains on the Text size menu until it is dismissed by the user.
Fixed a web SDK issue where the "Request a call" option in the chat widget was not accessible to screen reader or keyboard-only users.
Fixed an issue where agents were incorrectly presented with a manual "Answer" button and placed in "Missed Call" status after a single missed Deltacast, even when auto answer was enabled.
Fixed an issue where transferring a direct outbound call to a queue could fail with a "Not Found" error, even when the target menu and agents were available.
Fixed an issue where the disposition list was not displaying in the configured custom order and instead appeared alphabetically in both Agent Desktop and standard Agent Adapter.
Fixed an issue where the user inactivity timeout setting did not consistently log out users as configured.
Fixed an issue where queue channels and menu options would intermittently disappear or fail to load correctly due to delays in feature flag initialization.
Fixed an issue where adding multiple agents to a team would fail if any selected user was already a member, resulting in a vague error and no agents being added.
Fixed an issue in Progressive Campaigns where agents were intermittently connected to two outbound call targets simultaneously. This occurred when a dial attempt terminated immediately but failed to detach from the conference bridge before the next attempt connected.
Fixed an issue where deleting a queue that was the target of an automatic redirection could cause transfer options to fail to load for agents.
Fixed an issue where adding multiple agents to a team would fail if any selected user was already a member, resulting in a vague error and no agents being added.
Fixed the following issues that occurred with dual-channel and segmented call recordings:
Calls escalated from virtual agents weren't being recorded properly.
Recordings of conversations with transferred agents were missing.
Fixed an issue where chats escalated from a virtual agent to a human agent queue were incorrectly set to auto answer.
Fixed an issue where the call recording warning message didn't play for callbacks initiated by virtual agent escalation when the destination queue exceeded capacity.
Fixed an issue where search results in the Directory tab of the Transfer/Add party screen in the call adapter persisted after closing and reopening the screen.
Fixed an issue where the call adapter displayed an error when the Call button was clicked.
Fixed an issue where uploading an automatic-redirection audio recording in one IVR queue caused the recording to incorrectly appear in a different IVR queue.
Fixed an issue where custom agent statuses restricted to specific roles weren't visible to users assigned those roles.
Fixed an issue where contacts added to an outbound campaign using the
/outbound_dialer/campaigns/CAMPAIGN_ID/contacts endpoint weren't dialed.
Fixed an issue where users who authenticated with Single Sign-On (SSO) couldn't update their profiles due to an invalid password error.
Fixed an issue where the queue list on the Settings > Queues page didn't load for instances with a large number of queues.
Fixed an issue where the interaction history in the agent adapter incorrectly displayed as empty.
Fixed an issue where Salesforce account lookup settings couldn't be saved
when selecting the Person Account object and record types.
Fixed an issue in the chat adapter where the Previous Interactions summary displayed duplicate section headings (Customer Satisfaction and Action) and an incorrect section heading (Label).
Fixed an issue where team managers couldn't download agent reports when selecting the All Agents filter.
Fixed an issue where the system didn't record the failure reason when a virtual agent tried to escalate a chat to a human agent outside of operating hours.
Fixed an issue where using the Bulk User Management tool to deactivate users failed.
Fixed an issue where the Monitoring Chat screen displayed chats incorrectly, with misaligned chat bubbles, incorrectly formatted bullets, and missing sender names and timestamps.
Fixed an issue where the Directory screen in the call adapter appeared empty when an agent tried to start an internal call transfer to another agent.
Fixed an issue where agent prioritization for deltacast selection was incorrect.
Fixed an issue that occurred when a human agent didn't respond to a transferred or auto-answered session. The system incorrectly recorded the termination reason as "agent stopped responding" instead of "timeout waiting for agent message".
Fixed a web SDK issue where underscores in text (for example, in email addresses like user_name@example.com) were incorrectly removed in messages to end-users.
Fixed a web SDK issue for iOS users where the Yes and No buttons in the survey request at the end of a chat were hidden.
HubSpot lookup against company profiles
HubSpot integrations now support lookups against Company profiles. Administrators can configure primary and secondary lookup objects, allowing the system to search for end-users across both Contacts and Companies to ensure accurate identification during active sessions.
For more information, see HubSpot lookup against company profiles.
Google Cloud CCaaS 4.12
We've released version 4.12 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.
HubSpot: Mobile Phone Number Lookup
Admins can now enable mobile phone number lookups for HubSpot integrations to ensure callers are accurately matched with existing contacts. To activate this, navigate to Settings > Developer Settings > CRM and check the Mobile phone number lookup box in the new Phone Number Lookup section. Once enabled, the system will automatically search both the "Phone number" and "Mobile phone number" fields in HubSpot during incoming voice or chat sessions. For more information, see HubSpot mobile phone number lookup.
]]>Advanced reporting is available in French Canadian
Advanced reporting dashboards are now available in French Canadian. For more information about configuring your instance for location and language, see Configure location and language.
Queue Performance dashboard
With the Queue Performance - Calls and Queue Performance - Chats dashboards, get performance metrics by queue for your call and chat sessions. This includes queue interaction volume, abandons, handle time, callbacks, sentiment, and CSAT. For more information, see Queue Performance dashboards.
Advanced reporting dashboards 4.0
We've released version 4.0 of the advanced reporting dashboards.
Voicemails dashboard
With the Voicemails dashboard, get insights into the volume of voicemails received by your contact center and the performance of your agents in responding to them. This includes the number of voicemails received, the number of voicemails accessed by agents, and the average agent response time. For more information, see Voicemails dashboard.
The following issues were addressed in this release:
Fixed an issue where the Start Time and End Time filters weren't correctly applied to summary metrics on the Agent Performance dashboard and historical reports.
Fixed an issue where calls returned to queues due to agent connectivity or microphone errors didn't appear in the Queued Calls dashboard.
Fixed an issue on the CSAT Dashboard - Calls dashboard where the direction in the Direction filter couldn't be selected.
Fixed an issue in dashboards with a Time Format filter. When users selected Seconds in this filter, single-value tiles displayed decimals instead of whole numbers.
Updated the format of time duration fields in Explores from HH:MM:SS to
MM:SS for durations of less than one hour. For example, 00:10:20 changed
to 10:20.
Fixed an issue where the Total Failed metric incorrectly counted a maximum of one failure per call or chat session.
Fixed time duration fields so that values represent the number of seconds rather than a fraction of a day.
Fixed an issue where the Queue Abandon % tile was missing from the Abandons dashboards.
Fixed an issue on the Failed Sessions dashboards where the Queue Name column of the Historical table and the Queue Name filter weren't appearing.
Fixed an issue where the Time Format filter was missing from dashboards.
In the Real-time Calls, Real-time Chats, Queue Group Performance, and Email dashboards, the naming of fields such as "assigned at", "created at", and "ended at" was improved in the Explores to make them clearer. For example, on the Real-time Chats - Chats Connected dashboard, in the Chat Metrics (Live) Explore, Chat > Started At Date > Date and Chat > Started At Date > Month changed to Chat > Started At > Started At Date and Chat > Started At > Started At Month.
Fixed an issue where the Agent preferences table displayed an incorrect date and timestamp.
Fixed an issue where the Location filter on the All interactions for Chats dashboard didn't display data in some tiles.
Fixed an issue where deactivated users appeared in dashboards.
Fixed an issue where outbound calls that weren't associated with queues appeared in the Queue Performance dashboard.
Fixed performance issues on the Agent Performance dashboard.
Fixed an issue on the Failed Interactions dashboard where the Outbound Phone Numbers filter didn't display any values.
Fixed an issue where the Queue Interactions metric included the short abandons count.
Fixed an issue on the Queue Group Performance - All dashboard where the Locations filter didn't display all values.
Update to the Virtual agent dashboard for wait-time virtual agent metrics
The Virtual agent dashboard includes the following new tiles to measure the activity of wait-time virtual agents while end-users wait in queue:
Total VA In-Queue Interactions (calls only): the number of calls where wait-time virtual agents were active while end-users were in a queue
Total VA In-Queue Time (calls only): the total time that wait-time virtual agents were active while end-users were in a queue
Avg VA In-Queue Time (calls only): the average time that wait-time virtual agents were active while end-users were in a queue
For more information, see Virtual agent dashboards.
Improved analytics for Queue Interval and Channel Interval dashboards
We've improved the detailed information available for the Queue Interval and Channel Interval dashboards:
Queue Interval dashboards: Click a bar in the SLA by Interval tile to get historical call or chat queue metrics for that interval.
Channel Interval dashboards: Click a data point on the trend line in the Service Level Trend, AHT Trend, Queue Time Trend, CSAT Trend, or Transfer Trend tile to get historical call or chat queue metrics for that interval.
Mobile SDK patch
This patch fixes an iOS SDK issue where end-users were directed to an unresponsive support page after closing a chat session and completing the post-chat survey.
]]>Google Cloud CCaaS 4.0 patch
This patch does the following:
Fixes an issue where voicemails were being routed to agents who were not assigned to the intended queue.
Adds the ability to disable the IVR greeting message, both at the global level and at the Direct Access Point queue level.
Lets an agent and an end-user join a call simultaneously.
The following issues were addressed in this release:
Fixed the following issues with the standard (non-advanced reporting) dashboards:
The Dashboard > Queue Reports dashboard had broken table headers.
The Dashboard > Call dashboard was missing metrics labels in the LOGGED IN AGENT tile.
Fixed an issue where calls were mistakenly saved in MP3 format rather than WAV format in external storage.
Fixed an issue that occurred after an agent put an end-user on hold, transferred the call to another agent, and then left the call. When the remaining agent took the end-user off hold, the agent and the end-user couldn't hear each other.
Fixed an issue with NICE WFM export where queue abandoned calls were inaccurately reported to the WFM system.
Fixed an issue where the Assign Human Agents page for queues appeared blank, preventing administrators from viewing or managing agent assignments.
Fixed an issue where an email with a message ID longer than 255 characters failed to process and blocked the processing of other emails.
Fixed an issue where agents in the In-email status didn't receive incoming calls or chats.
Fixed an issue where CSAT ratings were missing from metadata files and raw data exports.
Fixed an issue where Salesforce integrations incorrectly created duplicate cases for a single outbound call.
Fixed an issue where unsupported settings, such as Cascade Conditions and Wrap-up settings, mistakenly appeared in the queue menu settings for Apple Messages for Business queues.
Fixed an issue where attempting to barge into a chat while monitoring it
returned a You are already in Chat error instead of completing the action.
Fixed an agent desktop issue where the New photo received banner reappeared after viewing a photo and switching between active chat tabs.
Fixed an issue where Direct Access Points failed to route calls correctly for SIP URIs with spaces or non-standard formats.
Fixed an issue where an agent's personal contact name was mistakenly displayed as the caller ID to other agents when they received a call from the agent.
Fixed an issue where agents appeared as Available in the Agent Activity
Timeline report after signing out.
Fixed an issue where Salesforce integrations created duplicate cases for a single outbound call.
Salesforce Service Cloud: new secondary lookup object
The Salesforce Service Cloud integration can now use a secondary lookup object to identify customer records when the primary lookup object returns no results. This helps prevent the creation of duplicate records.
Administrators: When you click Settings > Developer Settings > CRM > Salesforce > SFDC Cloud Selection > Service Cloud, a new Secondary Lookup Object checkbox appears in the Account Lookup section.
For more information, see Configure account lookup and field mapping.
Raw data export: new call_participants data type
We've added the call_participants data type to raw data export. This data type
helps you track the following escalation details for wait-time virtual agents:
The amount of time the wait-time virtual agent spent in queue.
The number of events sent to the wait-time virtual agent while it was in queue.
For more information, see Raw data export dictionary.
Google Cloud CCaaS 4.0
We've released version 4.0 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.
]]>Performance overview dashboard
The performance overview dashboard now includes the following tiles:
Avg Queue Time: the average time a session (call or chat) spent in a queue until an agent accepted it or the end-user abandoned it
Avg Queue Abandon Time: the average time that sessions (calls or chats) waited in a queue before being disconnected without an agent accepting them
Sentiment Score: the average sentiment score for sessions (calls or chats)
For more information, see Performance overview dashboard.
Advanced reporting dashboards 3.43
We've released version 3.43 of the advanced reporting dashboards.
Email dashboard
The Email dashboard now includes the following table:
For more information, see Email.
The following issues were addressed in this release:
Fixed an issue on the Agent Performance dashboard where the Disconnect
Status field for chats incorrectly displayed Unknown or was empty.
Fixed an issue on the All Interactions - Calls dashboard where the SLA% and SLA% by 30 Minute Interval tiles displayed the wrong calculations.
Fixed an issue where the Voice Inbound (Direct) and Voice Outbound
(Direct) values were missing from the Interaction Type filter on the
following dashboards:
Real-time Calls - Calls Queued
Real-time Queue Monitoring - Calls
Fixed an issue where the Call Type field on the Agent Productivity
Detailed - Calls table of the Agent Performance dashboard displayed
Unknown instead of Voice Inbound (Direct) or Voice Outbound (Direct).
Fixed the experience for filtering on the consumer phone number for the following dashboards:
All Interactions - Calls
Real-time Calls - Calls Connected
Abandons - Calls
Fixed an issue on the All Interactions - Calls dashboard where widgets weren't loading.
Fixed an issue on the Email dashboard where agent information was missing for email sessions that were started by the end-user.
Fixed an issue where the Consumer Phone Number field was missing from the following dashboards:
Agent Activity
Failed Sessions - Calls
Missed Interactions - Calls
Abandons - Calls
CSAT - Calls
We also renamed the Customer ANI field to Consumer Phone Number.
New @{END_USER_NUMBER} variable
You can use the new @{END_USER_NUMBER} variable to read out the end-user's
phone number in a message to leave a voicemail or request a callback. Reading
out the end-user's phone number helps them confirm whether they want to use it
or a different number. To use this capability, add the @{END_USER_NUMBER}
variable to the Callback - Request Phone Number and Voicemail - Request
Phone Number text-to-speech message fields. You can configure this at the
global or queue level.
For more information, see Read out a phone number in a voicemail or callback message.
Apps API: new end_user.phone parameter
The apps API accepts an optional end_user.phone parameter during chat
creation. This parameter enables CRM lookup using the end-user's phone number,
which lets the chat adapter display the end-user's name.
For more information, see Create chat.
Disable multicast for call routing
You can now disable multicast to ensure that the system offers calls to only one agent at a time through deltacast. When you disable multicast, the system uses only deltacast attempts to find an agent. If no agent accepts the deltacast, the call isn't multicasted to all available agents. Instead, it follows your logic for cascade groups or overcapacity deflection. All other deltacast rules, such as maximum queue time, remain in effect.
Administrators: The new Disable Multicast fallback after all Deltacast attempts checkbox appears in the following places:
Settings > Operation Management > Routing > Call Routing
Settings > Operation Management > Routing > Chat Routing
Settings > Queue > IVR or Mobile or Web
> Edit / View > QUEUE_NAME > Routing
> Configure > Call Routing
Settings > Queue > IVR or Mobile or Web
> Edit / View > QUEUE_NAME > Routing
> Configure > Chat Routing
For more information, see Turn on deltacast for calls globally and Turn on deltacast for calls at the queue level.
Custom data-collection forms for chats are available in the web SDK
Your human agents and virtual agents can now send custom data-collection forms to end-users using the web SDK.
Administrators: The Web chat checkbox appears at Settings > Forms > Add template > Custom form.
For more information, see Add a custom form.
Send DTMF tones in the agent adapter using the keyboard
An agent can now use their keyboard to type or paste alphanumeric strings directly into the call adapter to play DTMF tones, with the appropriate pauses. This capability eliminates the need to click number buttons on a virtual keypad. This streamlines data entry during IVR, web, and mobile calls and improves accessibility.
User experience change: The Dial button on the call adapter has been renamed Keypad.
For more information, see In-call interface.
Improvements to deflection message management
Agents can now upload message files from the call adapter to use for message and voicemail greetings. These files support after-hours deflection, overcapacity deflection, and automatic redirection.
A new Upload audio recording option appears in the call adapter in the following locations:
Options > Agent Deflections > After hours deflection
Options > Agent Deflections > Overcapacity deflection
Options > Agent Deflections > Automatic redirections
If you make changes to an agent's after-hours deflection settings, overcapacity deflection settings, or automatic redirection settings, you can now revert to the settings that the agent selected in the call adapter. The Revert to agent settings button appears in the Agent Call Deflections section on the agent's Edit User page. To access the agent's Edit User page, go to the Settings > Users & Teams page.
For more information, see Configure deflections at the agent level and Set deflections for extension calls.
Agent desktop: dynamically control the custom panel language
You can now use the {AGENT_LOCATION_LANGUAGE} or the {AGENT_LANGUAGE}
variable in a query parameter in your custom URL to dynamically control the
language for a custom panel:
Agent location language: Add the {AGENT_LOCATION_LANGUAGE} variable to
your URL to display the custom panel in the language of the agent's assigned
location.
Agent language: Add the {AGENT_LANGUAGE} variable to your URL to
display the custom panel in the language selected by the agent in the agent
desktop language selector.
For more information, see Dynamically control the custom-panel language.
Support for French Canadian in the Google Cloud CCaaS portal
You can now view the Google Cloud CCaaS portal in French Canadian.
Apps API: new endpoint for adding a third party to a call
The apps API now includes an endpoint
(/calls/add/CALL_ID/dial) to add a third party to
an ongoing call. When you make a request to this endpoint, the system
automatically dials the third-party's phone number, and the agent's call adapter
displays the Calling screen.
For more information, see Add a third party to a call.
Assigned agent tags
Assigned agent tags let you see at a glance which agent is assigned to each email in an email list and which emails are unassigned. An agent assignment tag is a round tag containing an agent's initials, which indicate the agent assigned to an email.
Administrators: In the Settings > Email > General > Email Management section, there's a new Enable Assigned Agent Initials on Email List View checkbox.
For more information, see Assigned agent tags.
Google Cloud CCaaS 3.44
We've released version 3.44 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.
Improvements to end-user to agent calling
The following improvements are available for end-user to agent calling:
You can control whether end-users can input an agent's extension number at the beginning of a call.
You can add a message at the beginning of a call prompting the end-user to enter an extension number.
End-users can input an agent's extension number in the extension directory.
Administrators:
A new Extension Input Settings section appears in the Settings > Call > Agent Extensions > Consumer to Agent Calls section.
New and updated messages appear in the Settings > Languages & Messages > Audible Messages > Extension Directory Messages section.
For more information, see End-user to agent calling.
Edit email subject lines
Agents can now modify email subject lines when replying to or forwarding email messages. This lets agents add context to the subject line, such as ticket numbers or case details. The system maintains the session ID and keeps the conversation thread intact.
Administrators: In the Settings > Email > General > Email Management section, there's a new Enable Subject Line Editing checkbox.
For more information, see Let agents edit the subject lines in emails.
The following issues were addressed in this release:
Fixed an issue where calls were incorrectly deflected to voicemail during scheduled holidays instead of connecting to the virtual agent.
Fixed an issue where the queue_id value passed to post-session virtual
agents was incorrect during complex transfer flows, such as human-agent to
virtual-agent to human-agent transfers.
Fixed an Agent Assist issue where the autogenerated session summary didn't include the conversation context from the virtual agent segment after a transfer to a human agent.
Fixed an issue where the virtual agent incorrectly terminated a chat session immediately after escalating it to a human agent.
Fixed an issue causing inaccurate reporting for chats escalated from a virtual agent to a human agent. The system failed to record the initial virtual agent to human agent escalation in the transfer history and used an incorrect originating queue for subsequent transfers.
Fixed an issue where source links were missing from knowledge assist answers in the agent adapter during calls.
Fixed an issue affecting Telnyx users where selecting Stop Monitoring didn't fully terminate monitoring sessions.
Fixed an issue where call transcript and session summary files saved to
external storage had incorrect filenames. The variables in the filenames,
such as {% verbatim %}{{date}}{%endverbatim %} and {% verbatim
%}{{session_start_time}}{% endverbatim %}, didn't resolve correctly.
Fixed an issue for Salesforce users where cases were not generated during calls, even when the Always use the admin user for all record creations/updates checkbox was selected.
Fixed an issue where photos received via blended SMS didn't display in the agent adapter.
Fixed an issue that caused errors when creating CRM records for abandoned calls in multi-language queues.
Fixed an issue where CRM skip options (for example, skipping CRM account creation or lookup) didn't correctly reset when switching between different CRM integrations.
Fixed an issue for Salesforce users where the dialpad appeared during click-to-dial.
Fixed an issue where the callParticipantFinished event didn't emit when an
agent performed a cold transfer.
Fixed an issue where WhatsApp messages received after business hours were mishandled. The system queued messages to agents instead of sending after-hours messages and ending the sessions.
Fixed an issue where the status timer in the chat adapter displayed incorrect elapsed times.
Fixed an issue where the agent desktop displayed agent statuses that were inconsistent with the standalone agent adapter.
Fixed an issue that caused 503 and 431 errors.
Fixed an issue in the chat adapter where the agent_joined_chat event
specified the wrong chat ID when the agent was handling multiple chats.
Fixed an issue where the chat adapter incorrectly labeled SMS message events as chat inbound messages when agents sent SMS chat messages.
Fixed an issue where newly created instances didn't create a global contact list, preventing the initial custom contact list from appearing.
Fixed an issue where attempting to copy a queue from the IVR channel to the SMS channel returned an error.
Fixed an issue where the menu language selected in Settings > Call > Fallback IVR Navigation reverted to English.
Fixed an issue where CRM records were created for outbound calls that ended
with a Connection Declined status, despite the Create CRM records for
abandoned calls checkbox being cleared.
Fixed an issue where the Agents dashboard filter incorrectly displayed agents in both parent and child queues.
Fixed an issue where notification rules based on average wait time didn't trigger alerts or send emails.
Improved the French Canadian translations for several default agent statuses. The changes include the following:
"Appel entrant" is now "Appel en cours."
"Dans la discussion" is now "Clavardage en cours."
"Synthèse" is now "Conclusion."
"Synthèse prolongée" is now "Temps de conclusion dépassé."
Fixed an issue where the Agents dashboard stopped refreshing, causing agent statuses to appear outdated or incorrect.
Fixed an issue where the agent directory appeared empty when an agent attempted to start an internal call transfer, preventing the agent from seeing available teammates.
Fixed a web SDK issue where the Content-Encoding response header was
missing for the widget.
Google Cloud CCaaS 3.42.121 and 3.43.153 patches
These patches fix a security vulnerability that could expose customers' Personally Identifiable Information (PII). There is no change to the agent experience.
]]>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 function. Be sure to update your website to use the web SDK v3 before that date to avoid breaking your integration with the web SDK. We are no longer adding new features to the web SDK v2.
]]>Google Cloud CCaaS 3.43.144 patch
This patch does the following:
Fixes an issue where chats routed using Deltacast didn't auto answer.
Fixes an issue where virtual agents weren't playing a welcome message when connected to a caller.
Fixes an issue that occurred when an agent put a caller on hold and then transferred the call to a different agent. When the call was transferred, the caller was taken off hold, but the agent adapter mistakenly indicated that the caller was still on hold.
Fixes an issue where the transfer restriction settings in a queue sometimes disappeared.
Mobile SDK version 2.15.1 patch
This patch adds the following updates to the Android SDK:
Android 16 compatibility: Mobile SDK 2.15.1 is compatible with Android 16.
Edge-to-edge screen support: Mobile SDK 2.15.1 supports edge-to-edge.
No predictive back system animations: Mobile SDK 2.15.1 doesn't support predictive back system animations. We expect to support this Android 16 capability in a future release.
Wait-time virtual agent for calls
You can now configure a virtual agent to handle incoming calls requiring escalation to a human agent. The wait-time virtual agent can place an incoming call into a queue and then provide personalized, interactive updates based on real-time events that your instance sends to the virtual agent. These events include estimated wait time, queue position, and agent availability. When an agent is available, the virtual agent transfers the call. For more information, see Wait-time virtual agents for calls.
New web SDK event: exited
We've added the exited event to the web SDK. This event triggers when an
end-user exits a chat session after an agent ends the session. For more
information, see
exited.
We addressed the following issues in this release:
Fixed an issue that occurred when a call was connected directly to an agent using the agent's extension (either from another agent or from an end-user). The system didn't apply the settings of the receiving agent's queue.
Fixed a web SDK issue where responses from virtual agents displayed markup code for headings, bold, italics, etc., instead of the rendered formatting.
Fixed a web SDK issue where the timeout dialog for chat check-in didn't dismiss after a chat session expired.
Fixed a web SDK issue where an error was incorrectly returned in the browser console log.
Fixed a web SDK issue where the "new message" alert in the chat screen used a text color that didn't adequately contrast with the background.
Fixed an issue where red boxes incorrectly appeared in the chat screen when an agent's message was undelivered.
Fixed an issue where inbound calls were routed incorrectly to agents outside of their personal hours of operation.
Fixed an issue that prevented users from downloading web chat transcripts using the Download button.
Fixed an issue that occurred during overcapacity deflection. The "redirect to queue" action didn't route calls to the configured Dialogflow menu ID.
Fixed an issue where virtual agents disconnected calls during after-hours deflection or automatic redirection instead of routing them to the configured location.
Fixed an issue where virtual agents incorrectly remained in a session if an agent answered a call immediately after an overcapacity deflection announcement.
Fixed an issue where calls didn't end after an end-user selected the "message" option during overcapacity deflection.
Fixed an issue where manually adding users to multiple teams returned an error.
Fixed an issue where administrators couldn't save queue reordering actions in the SMS channel.
Fixed an issue where the BYOC configuration incorrectly overwrote the domain of target SIP URIs during outbound calls.
Fixed an issue that incorrectly returned Cannot read properties console
errors.
Fixed an issue where a service name was misspelled, which caused errors in batch user creation and team assignment.
Fixed an issue with historical data bulk import where uploading historical data without dates generated empty import reports instead of returning an error.
Fixed an issue with historical data bulk import where the system accepted and processed data with future dates instead of returning an error.
Fixed an issue where queue priority sliders for users and teams were active when they were configured to be inactive.
Fixed an issue that prevented languages from being added to an instance.
Fixed an issue where the agent directory was empty when an agent attempted to transfer a call to another agent.
Addressed latency in Telnyx calls.
Fixed a billing calculation issue where concurrent agent counts were inaccurate.
Fixed an agent desktop issue where, when auto answer was enabled, incoming chats mistakenly took focus from active chats that agents were engaged with.
Google Cloud CCaaS 3.43
We've released version 3.43 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.
Cloud Logging for Google Cloud CCaaS is Generally Available
You can use Cloud Logging to capture logging data and events for your Google
Cloud project. The Logs Explorer displays log entries for your project. You can
use the contactcenteraiplatform.googleapis.com/ContactCenter resource type to
filter your results to view only the log entries for Google Cloud CCaaS. For
more information, see View log
entries.
Google Cloud CCaaS patch 3.42.113
We've released patch 3.42.113 for Google Cloud CCaaS. This patch does the following:
Fixes an issue where calls were not routed to available agents.
Reverts a fix for inaccurate reporting for chats escalated by a virtual agent to a human agent. This fix caused a regression.
Mobile SDKs version 2.15.0
We've released version 2.15.0 of the mobile SDKs.
Turn off push notifications at the global level
You can configure your Android SDK or iOS SDK to turn off push notifications at the global level. This bypasses all push notification dependencies and prevents push notifications from reaching end-users. For more information, see the following:
Android SDK: SDK configuration
We addressed the following iOS SDK issues in this release:
Fixed an issue where the RATE YOUR EXPERIENCE dialog contained text that didn't adequately contrast with the background.
Fixed an issue where smart action requests from an agent (for example, request verification or request photo) triggered push notifications to the end-user despite Allow Push Notifications being turned off in the end-user's app.
Fixed an issue in the end-user's chat screen where the screen reader incorrectly announced that the "We are connecting you, please hold" message was a button.
Google Cloud CCaaS 3.42
We've released version 3.42 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.
New chat platform API endpoint for getting media files
You can use the new chat platform API endpoint to get the media file that an agent sends to an end-user during a chat session. Your custom chat application can then make the media file available to the end-user during the session.
New endpoint: /apps/api/v1/chats/CHAT_ID/media/MEDIA_ID
For more information, see Agent file attachments with the chat platform API.
Virtual agent aliases
You can assign a public-facing alias to each of your virtual agents. When all of your virtual agents have the same alias, they each appear to have the same name to end-users. This gives the impression that a single virtual agent is handling a session even if the session is transferred between virtual agents. You can assign virtual agent aliases to both support agents and virtual task assistants. Virtual agent aliases are used in the web SDK, the mobile SDKs, in system messages, and in transcripts.
Administrators: A new Virtual Agent Alias checkbox appears in the following dialogs:
The Add a Customer Support Agent dialog at Settings > Virtual Agent > Virtual Agents > Add virtual agent > Customer Support
The Add a Virtual Task Assistant dialog at Settings > Virtual Agent > Virtual Agents > Add virtual agent > Task Assistant
For more information, see Virtual agent aliases.
Virtual task assistant support in the chat platform API
The chat platform API now provides improved support for virtual task assistants. When an agent transfers a chat to a virtual task assistant, your application can send and receive messages from the virtual task assistant. Enhanced webhooks provide the virtual task assistant's message content instantly, streamlining private, automated workflows like collecting sensitive information.
For more information, see Use virtual task assistants with the chat API platform.
We addressed the following issues in this release:
Fixed an issue where Agent Assist generated incomplete or inaccurate chat summaries.
Fixed inaccurate reporting for chats escalated by a virtual agent to a
human agent.
Fixed incorrect labeling and routing of French voicemails to the English-language queue in the agent adapter.
Fixed the missed response timer, which added an extra 30 minutes to the calculated time.
Fixed a significant slowdown in background job processing.
Fixed an issue where the global default voicemail greeting failed to save when applied to an individual user's settings.
Fixed an issue that caused agents to be assigned a call and a chat at the same time, even when this was disabled in the settings.
Fixed an issue that prevented users from testing Android push notifications.
Fixed an issue where editing a phone number's settings on the Phone Number Management page removed it from queues where it was assigned for outbound calls.
Fixed an issue that caused a Custom roles permissions is invalid error when attempting to save a change to the Audit Dashboard permission in a custom role.
Fixed an issue that caused the handle time for queued chats to display an incorrect value, particularly after a session transfer.
Fixed an issue where the call ID was missing in the Activity Timeline report.
Fixed an issue where the Auto answered label on a chat tab in the chat adapter persisted even after an agent opened the chat.
Fixed an issue where the agent directory in the call adapter appeared empty when an agent attempted to transfer a call.
Fixed an issue that prevented an agent from adding another agent to a call using their extension number.
Fixed an agent desktop issue where unsigned data appeared before signed data in the Session Data Feed panel. This was inconsistent with the display order in the agent adapter.
Fixed an issue at Settings > Developer Settings >
CRM > Custom CRM > CRM lookup method >
Custom Link. In the Custom link CRM lookup section, we replaced the
incorrect {Custom UID} variable name with {CUID} in the UI text.
Fixed a web SDK issue where the Select an option channel selection screen appeared unnecessarily when a chat started, when the Direct Action Parameter was enabled.
Improved web SDK page loading speed.
Fixed a web SDK issue where external deflection links weren't working correctly.
Email signatures
You can now define standardized signatures for all outgoing emails sent from a specific queue.
Administrators: A new Email Signatures section appears in the settings pane at Settings > Queue > Email > Edit / View > YOUR_QUEUE.
For more information, see Email signatures.
Alvaria Advanced List Management integration with outbound dialer
You can now integrate Alvaria Advanced List Management (ALM) with the outbound dialer. This lets you combine Alvaria's list and campaign management capabilities with the dialing capability of Google Cloud CCaaS. This integration exchanges contact and result files through a shared Cloud Storage bucket.
Capabilities:
Multi-tenancy support: helps ensure that each tenant's data remains separate and secure
Flexible delimiter support: supports files using comma, pipe, tab, or semicolon delimiters
For more information, see Alvaria Advanced List Management integration.
Restrict the transfer of email sessions to a queue
You can now configure queues to prevent them from receiving email session transfers.
Administrators: A new Allow incoming Email Transfers toggle appears in the settings pane at Settings > Queue > Email > Edit / View > YOUR_QUEUE.
For more information, see Transfer email sessions to a queue.
Click-to-call: show the dial pad screen
If you have a CRM configured for click-to-call, you can configure your instance to display the dial pad screen after an agent clicks a phone number in the CRM but before a call starts. This lets the agent make changes on the dial pad screen. For more information, see Click-to-call.
Chat check-in
Users of the web SDK can use chat check-in to help ensure that end-users are present and ready to engage before connecting them to a human agent. This helps to reduce the time lost when agents wait for end-users who have abandoned a chat.
When an end-user reaches the front of the chat queue, the system asks if they're still available. If there's no response after the amount of time you configure, the system removes the end-user from the queue. If the end-user rejoins the queue, you can configure whether they rejoin at the front or the back of the queue.
For more information, see Chat check-in.
New standalone queue settings page
Google Cloud CCaaS now includes a standalone Queue Menu Settings page for each queue in your instance. These pages are separate from (but identical to) the Queue Menu Settings pages at Settings > Queue > Edit / View > YOUR_QUEUE. The standalone pages load faster and you can quickly access them in the following ways:
From the Queues page (access this by clicking the Queues menu). Links to the standalone Queue Menu Settings pages are in the Queue Name column.
From the Phone Number Management pane at Settings > Call > Phone Numbers > Phone number management. Links to the Queue Menu Settings pages are in the Assigned Queues / Agents column.
Using a URL that identifies the queue. Example:
https://YOUR_CCAAS_HOST/queues/QUEUE_ID/LANGUAGE_CODE
Links to standalone Queue Menu Settings pages are active only for users with permissions to view queue settings. For more information, see Access queue menu settings.
Sensitive data redaction
You can now automatically identify and redact sensitive data from chat conversations, both in real time and in transcripts. This helps to prevent unauthorized people from accessing sensitive information and can help you comply with security standards. You can configure redaction for incoming messages from end-users, outgoing messages from agents, and session notes. You can also let agents temporarily view redacted messages during a session. This capability is available for the web SDK.
Administrators: You can find the settings for configuring automatic redaction in the following locations:
To add a redaction platform: Settings > Developer Settings > Redaction Platform
To configure automatic redaction at the global level: Settings > Chat > Automatic Redaction
To configure automatic redaction at the queue level: Settings > Queue > Web > Edit / View > SELECT_QUEUE > Automatic Redaction
For more information, see Sensitive data redaction.
Dial pad improvements
The dial pad in the agent adapter now includes the following:
Country code selector
Outbound number, Language, and Queue selectors
If you use a CRM with flexible outbound dialing turned on, the Outbound number and Language selectors appear in the Outbound call details screen.
For more information, see Make an outbound call.
]]>Real-time dashboard optimization
We've optimized real-time dashboards to provide faster loading and refresh times.
All Interactions dashboards: updates to tables
On the All Interactions - Calls dashboard, we did the following:
On the All Interactions - Chats dashboard, we renamed the All Chat Interactions (Historical) table to Chat Metric Detail.
For more information, see All interactions dashboards.
Campaigns dashboard
We've added a new Campaigns dashboard that displays real-time and historical performance metrics for call campaigns, including call outcomes, campaign volumes, and agent metrics. Managers can use this information to monitor call campaigns and make data-driven decisions to improve campaign performance. For more information, see Campaigns dashboard.
We addressed the following issues in this release:
Advanced reporting dashboards version 3.41
We've released version 3.41 of the advanced reporting dashboards.
]]>Google Cloud CCaaS 3.41
We've released version 3.41 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.
Transfer an email session to a queue
Agents can now transfer an email session to a queue. This resolves the problem of multiple email sessions being created when an agent forwards an email directly to an agent to transfer it.
Administrators: The General pane on the Email page at Settings > Email contains a new Enable Email Transfer Between Queues checkbox.
User experience change: In the email adapter, a new Transfer button appears when an agent views an assigned email.
For more information, see Let agents transfer email sessions to a queue.
Skip language selection and IVR menu readout
You can configure your call flow to skip language selection and the IVR menu readout. Instead, callers get the default language and are routed to the default queue. This creates a faster call connection experience for end-users.
Administrators:
In the Settings > Languages & Messages > Languages pane, there's a new Skip language selection option.
In the Settings > Queue > IVR (Interactive Voice Response) > IVR Queue Menu Readout section, there's a new Skip IVR Menu readout option.
For more information, see Configure IVR messages.
Extensions for support numbers
You can assign a phone number extension to an agent that an end-user can use to directly call the agent. You can also set up an extension directory that end-users can use to find the extension for an agent that they want to call.
Administrators:
The Agent Extensions pane on the Call page at Settings > Call contains a new Consumer to Agent Calls section.
The Add new menu dialog at Settings > Queue > IVR (Interactive Voice Response) > Menu Structure contains a new Extension Directory toggle.
For more information, see Turn on and configure agent extensions.
Virtual agent to virtual agent direct chat transfers
You can configure Dialogflow payloads to transfer chat sessions from one virtual agent directly to another virtual agent, using the destination virtual agent's agent ID.
For more information, see Virtual agent to virtual agent direct transfer .
Nested disposition lists
You can now organize your disposition lists by grouping them into nested folders, making it easier for agents to find the disposition codes they need. This is available in the agent adapter and the agent desktop.
Administrators: The Disposition Codes dialog at Settings > Operation Management > Wrap-up > Manage Disposition Codes has a new Tree tab.
User experience change: If you've configured nested disposition lists, the Disposition screen in the agent adapter displays links to the nested disposition lists.
For more information, see Configure nested disposition lists.
We addressed the following issues in this release:
response_count, response_time_total, response_time_avg, and response_time_max.sub_status property was missing from the session metadata file.Unavailable status.response_time_total, response_time_avg, and chat_duration.Google Cloud CCaaS 3.40
We've released version 3.40 of Google Cloud CCaaS, including the web SDK.
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 maintains state after refresh
While you're using the agent desktop, if you refresh your browser, the agent desktop now maintains its state. This means that active conversations, finished tabs, and recently closed sessions remain as they were before the refresh.
Web SDK: Support for hiding the download transcript option
You can now configure the web SDK to do the following on the end-user's chat screen:
New variables for custom lookup URLs
We've added the following five variables for custom lookup URLs:
For more information, see Custom lookup URL configuration.
Customize the color of the Start Screen Share button
You can now control the color of the Start Screen Share button to match the color palette of your brand. For more information, see Customize the Start Screen Share button.
The europe-west4 and europe-west6 regions are available for Agent Assist conversation profiles
The europe-west4 and europe-west6 regions are now available when you create an Agent Assist conversation profile for a Dialogflow CX virtual agent. For more information, see Create conversation profile for Dialogflow CX virtual agents.
Search in email channel by email address and name
Agents can now search for email sessions by email address and name in the email adapter.
User experience change: The search pane in the email adapter includes two new fields: Email Address and Name.
For more information, see Search for emails.
Web SDK: Support for hiding the Start a new conversation button
You can now configure the web SDK to hide the Start a new conversation button on the end-user's chat screen after the session ends. For more information, see Hide the button to download a transcript at the end of a session.
The following issues were addressed in this release:
Fixed an issue that prevented administrators from configuring virtual agents on the top level for IVR queues.
Fixed an issue where attempting to configure automatic redirection settings for the top level of an IVR queue returned an error.
Fixed in issue that caused incorrect agent monitoring and reporting data when a virtual agent escalated a call to a queue in a different language.
Fixed issue for HubSpot users where the call adapter got stuck on a non-functional reconnect page after a session expired.
Fixed an issue for HubSpot users where the Delay call record creation until the call is connected to agent checkbox didn't appear in the CRM Record Creation Details pane.
Fixed an issue that prevented agents from ending direct SMS chat sessions.
Fixed an issue for Microsoft Windows 11 users that prevented agents from entering Japanese characters in the chat screen during chat sessions and into the notes during wrap-up.
Fixed an issue where SDK custom data that was passed using the web SDK didn't appear in the agent adapter.
Fixed an issue that prevented custom links entered in the chat adapter from being converted into clickable links.
Fixed an issue in the chat screen of the chat adapter where the Missed target response time message was partially obscured by the formatting toolbar.
Fixed an issue where agents couldn't initiate a callback to a missed agent-to-agent call from the History tab of the agent adapter.
Fixed an issue where predictive outbound calling campaigns stalled and incorrectly moved contacts to the Redialed list before retrying them. This prevented the campaigns from completing successfully.
Fixed an issue in the Call Details pane where the Recording Message Sequence settings were incorrectly inactive when the Play Call Recording Messages checkboxes were cleared.
Administrators: In the Call Details pane, we changed Recording Message Sequence to Recording Message Sequence for Outbound Calls for clarity.
Fixed an issue where the customized greeting for an automatic redirection rule didn't play for calls that entered the queue using a Direct Access Phone (DAP) number.
Fixed an issue that occurred when a call was made from the global contact list. On the Details tab of the call adapter, the destination name didn't display. Instead, the destination phone number displayed.
Fixed an agent desktop issue where an agent status that was configured with a role restriction mistakenly appeared in the status list for a user assigned to that restricted role.
Fixed an issue where searching for an inbound-only queue on the Phone Number Management page failed to return a result.
Fixed an issue that caused queue duration and wait duration to be reported as 0. This occurred when the Call Service Level Target on a queue settings page was set to a number that exceeded the maximum allowed limit.
Fixed an issue where a team assigned to a preference profile added only 1 user to the profile's users count, instead of adding the total number of users on the team.
Fixed an issue where agents were timed out for inactivity while composing an email in the email adapter.
Fixed an issue where users with a custom role were unable to save changes in the Chat Settings pane, even when their role had View and Edit permissions.
Fixed an issue that occurred after an agent configured their own hours of operation settings in the agent adapter. Those settings didn't appear for administrators in the agent's user profile on the Settings > Users & Team > Manage Users & Teams page. This prevented the administrator from making other edits to the agent's profile without overwriting the agent's hours of operation settings.
Fixed an issue where CRM tickets weren't created for some calls.
Fixed an issue where outbound SIP calls incorrectly appended data parameters, causing calls to fail.
Fixed a Web SDK security vulnerability associated with DOMPurify.
Fixed an issue where chat metadata wasn't saved to external storage. This occurred when an end-user ended a chat after escalating from a virtual agent but before being connected to a human agent.
Advanced reporting dashboards version 3.40
We've released version 3.40 of the advanced reporting dashboards.
New Agent Preference table in the Agent Availability dashboard
We've added a new Agent Preference table to the Agent Availability dashboard. This table can help you ensure that queues have properly skilled agents assigned to them. It can also help identify agents who improperly change their availability filters. For more information, see Agent availability dashboard.
New Audit Log dashboard
We've added a new Audit log dashboard to help you track changes to the configuration of your instance. The dashboard tracks changes to the settings on the Developer Settings page, and displays information such as the type of change, who made the change, and when. This dashboard is similar in format to the advanced reporting dashboards, but you can't save it as a new dashboard. You access the Audit Log dashboard from the Settings menu. For more information, see Audit log dashboard.
We addressed the following issues in this release:
Fixed an issue where the queue groups dashboard failed to display data for users with a custom role assigned to a queue or queue group.
Fixed an issue that caused the Agent Activity Timeline dashboard to display inaccurate or incomplete data.
Fixed an issue on the Virtual Agent - Calls dashboard where the Virtual Agent Name and Queue filters didn't display available values.
Fixed an issue on the Dispositions - Chats dashboard that prevented the Agent Email, Agent ID, and Location filters from displaying available values.
Fixed an issue on the Virtual Agent - Chats dashboard that prevented the Virtual Agent Name filter from displaying available values.
Fixed an issue on the Virtual Agent - Chats dashboard where the Date filter was incorrectly labeled Time Range.
Fixed an issue on the Abandons - Calls dashboard where Customer ANI values weren't appearing in the Queue Abandon Details and IVR Abandon Details tables despite the customer signing the waiver.
Fixed an issue on the Agent Activity Timeline dashboard where the Agent Name filter wasn't working properly.
Mobile SDK patch 2.14.1 is released
This patch adds the didHandleUjetError function to the iOS SDK. The didHandleUjetError function can listen for and handle the following errors:
networkErrorauthenticationErrorauthenticationJwtErrorvoipConnectionErrorvoipLibraryNotFoundchatLibraryNotFoundFor more information, see Fallback.
]]>Version 3.39 is released
All release notes published on this date are part of version 3.39.
The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see Deployment schedules.
Search in the email channel
Agents can now search for emails in the agent adapter by keyword, session ID, or subject. For more information, see Search for emails.
Destination queue name and session history is available in the agent adapter
The agent adapter now displays the destination queue during transfers and deflections for IVR calls. The agent adapter also displays transfer history in the Call details and Chat details tabs.
User experience changes:
Administrators: There's a new checkbox at Settings > Operation Management > Transfer history for turning on transfer history in the agent adapter.
For more information, see Transfer history and queue information in the agent adapter.
Virtual agents for the SMS channel
Virtual agents are now available for the SMS channel. This lets you create virtual agents and assign them to SMS queues, offering virtual agent support to end-users in SMS chat sessions. For more information, see Virtual agents for SMS.
Improved controls over the ordering of key-value pairs in the agent adapter and CRM records
Google Cloud CCaaS has improved controls over the ordering of the key-value pairs that appear in the agent adapter and in CRM records. Here's how the ordering controls work:
Virtual agents: When you configure session variables, you can use the new display_order_in_adapter property to specify the order that the session variables appear in the agent adapter and in CRM records. For more information, see Capture from intent response.
Web SDK: Web SDK custom data is displayed in the agent adapter and CRM records in the order that the key-value pairs appear in the JSON custom data file. For more information about JSON custom data files, see Chat unsigned custom data.
Advanced reporting dashboard updates
We've made the following updates to the advanced reporting dashboards:
Queue Group Dashboards All dashboard: The tiles and tables on this dashboard have been replaced with the following tables:
Queue Group Performance Calls: displays detailed performance information for calls by queue group.
Queue Group Performance Chats: displays detailed performance information for chats by queue group.
For more information, see Queue Group Dashboards All.
Queue interval dashboards: The Queue Interval - Calls and Queue Interval - Chats dashboards have a new Total Queue Entries column in the table tile. This is the sum of all inbound interactions that have entered a queue, excluding transfers.
For more information, see Queue interval dashboards.
Virtual agent dashboards: On both the Virtual Agent Dashboard Calls and Virtual Agent Dashboard Chats dashboards, the virtual agent metrics table contains a new Interaction Outcome column.
For more information, see Virtual agent dashboards.
All Interactions - Chat dashboard: In the All Chat Interactions (Historical) table, if you configure chat transcript storage for your CRM, the values in the Chat ID column become links to the chat transcripts.
For more information, see All interactions dashboards.
New metrics in the Call Queue Metrics (Historical) Explore: We've added the following two metrics to the Call Queue Metrics (Historical) Explore:
CSL %: Custom Service Level. This is calculated as follows: The number of queued interactions within SLA / The number of queued interactions answered.
Total Queued Answered: The number of queued interactions answered by a human agent.
For information about metrics in an Explore, see Create a new metrics tile in a dashboard.
Additional dashboards with advanced capabilities: the following dashboards now appear on the Advanced Reporting Landing Page. This means you can use them to create new custom dashboards or create Looks to link to custom dashboards.
Performance
Dispositions / Calls
Dispositions / Chats
Deflections / Calls
Deflections / Chats
CSAT / Calls
CSAT / Chats
Co-browse / Calls
Co-browse / Chats
Failed / Calls
Failed / Chats
Missed / Calls
Missed / Chats
Agent Reporting
Monitoring Dashboards
Calls Connected
Chats Connected
Calls Queued
Chats Queued
For more information, see Advanced capabilities.
Cancel scheduled calls with the callback calls API
You can now use the callback calls API to cancel a single scheduled callback call or a list of calls. For more information, see Callback call API.
Mid-session authentication is supported by all CRM types
Mid-session authentication is supported by all CRM types, not just custom CRMs. For more information, see Mid-Session authentication by API.
New advanced reporting dashboards
The following new advanced reporting dashboard is available:
Deflections. Get deflection information by queue and for your entire contact center. For more information, see Deflections dashboards.
Agent activity timeline. See the historical activity for an agent. For more information, see Agent activity timeline dashboard.
The following issues were addressed in this release:
Fixed an issue where incoming chats took precedence over the in-progress chat.
User experience change: When a new chat appears in the agent adapter, it no longer takes focus away from the in-progress chat. The in-progress retains focus.
Fixed a web SDK issue where sensitive data sent by an end-user was redacted for both the end-user and the agent, instead of just for the agent.
Fixed an issue where the contact list in the agent adapter wouldn't load the full list of contacts.
Fixed an issue where an agent clicking an email in the agent adapter returned an Email Not Found error.
Fixed an issue where managers assigned to multiple teams were unable to view agent statistics for every team they were assigned to.
Fixed an issue for ServiceNow users where call_duration was using the earliest connected_at time instead of the latest connected_at time, causing call durations to appear longer than they actually were.
Fixed an issue in the Settings > Developer Settings > External Storage pane where language checkboxes were associated with the Co-browse Recordings checkbox instead of the Session Data Feed checkbox.
Administrators: In the Settings > Developer Settings > External Storage pane, the languages checkboxes have moved from the Co-browse Recordings checkbox to the Session Data Feed checkbox.
Fixed an issue where agent-initiated outbound calls were using the default number for the selected queue instead of the number chosen by the agent.
Fixed an issue where the downloaded session chat data report contained an extra quotation mark.
Fixed an issue where users received an email telling them to create a password after Single Sign-On (SSO) was turned on.
Fixed an issue where SSO configuration settings in the user's instance were deleted after they turned off SSO.
Fixed an issue where an administrator couldn't configure agent status restrictions without exposing them to agents.
Fixed an issue where custom contact lists could only be replaced, and not removed, after they were assigned to a team.
Fixed an issue where the inheritance indicator and Reset to parent button was missing from the queue level Contact List Management pane.
Fixed an issue where the SMS and Web chat availability preferences in the agent adapter were the reverse of how they were configured.
Fixed an issue where queue transfer restrictions were not saved after being configured.
Fixed an issue that occurred when a user attempted to name a new queue. The name field abruptly lost focus after the first character, forcing the user to enter the queue name again.
Fixed an issue where creating an instance would time out and fail.
Fixed an issue that prevented reports from being downloaded.
Fixed an issue where the chat history for blended SMS sessions failed to save.
Fixed an issue where the Transfer failed message didn't appear. This occurred when an agent failed to pick up a transferred call before the transferred call expiration time expired.
Fixed an issue where IVR call recordings failed to save or were corrupted. This resulted in recordings that were only one second long, were saved in the wrong format, or weren't saved at all.
Fixed an issue where completed chat sessions appeared in the chats waiting area of agent desktop.
Fixed an issue for CRM users with voicemails that are attached directly to tickets. An incorrect "External Storage must be configured" warning appeared when configuring voicemail options for IVR queues.
Fixed an issue where transfer restrictions that were configured and saved for a web queue did not appear correctly the next time the Transfer Restrictions pane for that queue was viewed.
Fixed an issue where the unread message count in the chat pane was inconsistent when viewing it from multiple browser tabs.
Fixed an issue in virtual assistant reporting where the finish_reason property was incorrectly assigned to the undefined value. Now the finish_reason property is assigned to descriptive values that describe the reason for the conclusion of the chat session.
Fixed an issue where PDF transcripts of chat sessions contained malformed links.
Fixed an issue in historical reports where the fields in the Failed Reason Description column were blank.
Fixed an issue where CSAT scores were missing from some advanced reporting dashboards.
Fixed an issue for HubSpot users that caused long delays in case creation for inbound calls.
Fixed an issue where the photo and video files that the agent provided in pre-session Smart Actions didn't appear in the CRM.
Fixed an issue where agents in Unavailable status couldn't see waiting web chats.
Fixed an issue where HTML was not rendering properly in virtual agent messages in the agent adapter
Fixed an issue where agents were not switching into Wrap-up Exceeded status after a breakthrough call.
Fixed an agent desktop issue where administrators were unable to assign announcements to some teams or agents.
Fixed an agent desktop issue where agents couldn't copy text to the clipboard from an agent desktop custom panel.
Fixed an agent desktop issue where the term "Anonymous User" wasn't being translated into French.
Fixed an issue where the UJET_ID and ANI variables weren't passed correctly for SIP calls.
Fixed an issue where the chat adapter froze when agents switched between chats.
Fixed an issue on the Agents page of the Google Cloud CCaaS portal where administrators couldn't switch between session types.
Fixed an issue where a newly added Agent Assist platform displayed as Invalid even though it was valid.
Fixed an issue for Salesforce users where the call button didn't work when an agent attempted to call a number that was attached to a record for a previous call.
Fixed an issue where audio files with accented characters in their file names failed to play back when using a storage proxy.
Fixed an agent desktop issue where the UJET_ID variable in the custom URL for a custom panel wasn't being passed correctly.
Fixed an issue where calls originating from a native campaign generated two CRM tickets for the same interaction.
Fixed latency issues with web SDK Telnyx calls.
Fixed an issue where outbound Bring Your Own Carrier (BYOC) calls used a number other than the one agents selected in the agent adapter.
Fixed a Telnyx chatbot worker failure issue where background jobs related to call processing and chatbot escalations were failing and consuming excessive system resources.
Fixed an issue where calls to the bulk user upload endpoint returned a success status even when the uploads failed.
Fixed an issue in the chat waiting field of the agent desktop when multiple chats were in wrap-up. Instead of displaying Wrap-up in progress for all sessions in wrap-up, some sessions displayed Auto answered.
Fixed an issue in the queue group dashboard where the Callbacks waiting tile incorrectly included callbacks that were completed, abandoned, or failed.
Fixed an issue that caused inbound calls to disconnect if they were routed to an agent with a disabled microphone.
Fixed an issue for HubSpot users where logging the "call started" event (create_activity) in the ticket was delayed.
Fixed an issue that prevented transferred calls from being routed to available agents.
Fixed an issue in the agent adapter for French (Canada) where words weren't translated or were translated incorrectly.
Fixed an issue in call queue reporting where the Failed Reason Description for voice-scheduled mobile calls was not appearing.
Fixed an issue that prevented external chat transcripts from being passed into new chat sessions.
Fixed an advanced reporting issue where CSAT ratings were not appearing correctly when creating custom dashboards.
Fixed an advanced reporting issue where callbacks waiting metrics didn't match in the following dashboards: Queue Groups Dashboard Calls and Queued Calls Status Dashboard.
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 function. Be sure to update your website to use the web SDK v3 before that date to avoid breaking your integration with the web SDK. We are no longer adding new features to the web SDK v2.
]]>Agent desktop is GA
Agent desktop is now generally available (GA). Agent desktop is a customizable interface that provides agents quick access to the information and tools they need to handle customer sessions. The desktop layout includes the agent adapter as well as configurable panels that display information or tools. You can configure a distinct desktop layout for each session type: inbound calls, outbound calls, or chats. You can then configure which desktop layout that an agent sees when they answer an inbound call, place an outbound call, or handle a chat. You can also configure announcements to communicate updates, alerts, and other important information directly to agents. For more information, see Agent desktop.
The agent desktop provides the following capabilities:
Create desktop layouts. With agent desktop, you can create customized desktop layouts for different use cases for your human agents. These include receiving inbound calls, placing outbound calls, and handling chat sessions. Your layouts can contain call adapters, chat adapters, and a wide variety of panels for other capabilities such as live transcripts, knowledge assist, disposition codes, and session data feeds. You can also configure custom panels to use as widgets that you can drag into panels. For more information, see Create desktop layouts.
Configure custom panels. A custom panel displays one or more URLs for external resources. These can be documentation, tools, or other resources. A custom panel appears as a widget in the desktop layout builder. Then, when you create desktop layouts, you can drag widgets into panels. For more information, see Configure custom panels.
Use widgets. Widgets are containers of specific functionality that you can drag into panels in the desktop layout builder. The desktop layout builder comes with a number of pre-defined widgets, such as Session Data Feed, Disposition Codes and Notes, Knowledge Assist, and Live Transcript.
Configure desktop layouts for agents. You can configure which desktop layout that agents see when they answer an inbound call, place an outbound call, or handle a chat. You can configure this globally, at the queue level, and at the team level. Queue-level layout settings take priority over global settings. Team-level settings take priority over both queue-level settings and default settings. For more information, see Configure desktop layouts for agents.
Configure announcements. With announcements, you can communicate updates, alerts, and other important information directly to agents. Announcements appear in the agent desktop as notification banners that persist until the agent dismisses them. Announcements also appear in the agent's announcement list. For more information, see Configure announcements.
Mobile SDK 2.14 is released
Mobile SDK 2.14 includes the following updates:
Android SDK and iOS SDK:
Support for virtual agent to virtual agent chat transfers by queue.
Support for hiding the download transcript button in the options menu, the post-chat screen, or both. For the Android SDK, see SDK configuration. For the iOS SDK, see Show or hide the download transcript button.
Improved accessibility, including better navigation and screen reader support.
Android SDK:
Support for hiding the SDK using the Ujet.hideSDK() method. For more information, see Hide the SDK.
New event types: MessageLinkClicked and QuickReplyClicked. For more information, see Event Notifications.
To support the new virtual agent chat transfer capabilities of this release, we've added a new configuration setting in the Google Cloud CCaaS portal. You can use this setting to hide transfer system messages in chat sessions with virtual agent to virtual agent transfers.
Administrators: In the Settings > Chat > Web & Mobile Chat Settings pane, there's a new Transfers checkbox.
For more information, see Hide transfer messages in chat sessions.
]]>Fixed an issue where the Android SDK wouldn't minimize when an end-user clicked a deep link.
]]>Version 3.37 is released
All release notes published on this date are part of version 3.37.
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 connecting message playback
You can now configure your instance to skip playback of the connecting message when calls are connected to agents.
Administrators: The Settings > Call > Call Details pane contains a new Skip the Connecting Message playback checkbox.
For more information, see Configure global call settings.
New advanced reporting dashboards
The following new advanced reporting dashboards are available:
Web SDK version 3.37
Starting with version 3.37, web SDK releases align with portal releases and share the same version number.
Web SDK version 3.37 includes the following update: we've improved the accessibility of the web SDK to be in compliance with the European Accessibility Act.
Restrict email transfers
You can now configure your instance to prevent users with the agent role from transferring email sessions to other agents. Agents can still assign unassigned emails to themselves, and users with the manager role can still transfer email sessions from agent to agent.
Administrators: There's a new Transfer Restrictions pane at Settings > Queue > Email > Edit / View > [queue] > Transfer Restrictions > Configure.
For more information, see Prevent email reassignment.
Generative knowledge assist is available in the agent adapter
Generative knowledge assist is now available in the agent adapter.
Generative knowledge assist is available in Agent Desktop
Generative knowledge assist is now available in Agent Desktop as a widget that you can drag into a desktop panel.
For more information, see Create desktop layouts.
Workforce Management terminology update
We've updated the terminology in the Workforce Management interface to align with Google Cloud CCaaS terminology. For example, we've changed "supervisor" to "manager", "employee" to "agent", and "Supervisor Portal" to "Manager Portal".
The following issues were addressed in this release:
Check the version number of your instance
You can now check the version number of your instance and compare it with the version numbers of the updates and patches that Google announces in these release notes. In this way you can know which capabilities are available in your instance. For more information, see Check the version number of your instance.
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