Google Cloud Contact Center as a Service
Feature
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.
Announcement
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.
Feature
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.
Feature
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.
Fixed
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 propertiesconsole 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.
Google SecOps SIEM
Announcement
Release 6.3.68 is now available for all regions.
Google SecOps SOAR
Announcement
Release 6.3.68 is now available for all regions.
Source: Google Cloud Platform
