Google Cloud CCaaS: Agent Assist Hub, Manual Wrap-up, API Chat Access

Agent Assist hub The Agent Assist hub is a new panel in the agent desktop that combines generative knowledge assist and agent coaching features in a single unified interface. The Agent Assist hub contains a knowledge assist module that is a 1:1 functional replacement of the agent desktop knowledge assist panel. Important: For any agents that are signed into your contact center at the moment we update it, the new Knowledge Assist module will stop working. To fix this problem, the agent needs to sign out of the contact center and sign in again. The Knowledge Assist module will begin working. Age

Manual wrap-up You can now configure CCAI Platform so agents can attribute wrap-up time, disposition code, and notes to a previous interaction. You can also let agents modify the disposition code and notes of previously completed sessions. Administrators: In the Settings > Operation Management > Wrap-up pane, a new Manual Wrap-up section is available. User experience change: If configured, a new Previous Sessions list appears in the agent adapter.

API direct access point for chat The API direct access point (DAP) for chat lets you automatically route incoming chat sessions to a queue based on a response from an external API endpoint that you configure. This eliminates the need for end-users to select from a queue menu.

Fixed an issue where emails were stuck in a Transferring state when moved between queues. Fixed an issue where end-users didn't receive messages from agents during web chats. Fixed an issue where calls or chats remained in a queue without being offered to available agents. Fixed an issue where voice calls were prematurely moved from an agent's queue during a multi-group cascade. Fixed an issue where the disposition panel didn't appear after a call ended, leaving agents unable to change their status without signing out and signing in. Fixed an issue where end-users were incorrectly assigned to

Google Cloud CCaaS prerelease notes Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.