Google Cloud CCaaS Pre-Release Notes Detail Upcoming Agent Desktop Email Support & API Updates

Agent desktop supports email The agent desktop now supports email. Agents can handle email interactions using the email adapter in a desktop layout. Administrators: In the Desktop Layout Builder view, there's a new Email Adapter widget that you can drag and drop into a desktop layout.

Bulk email status updates You can use the new apps/api/v1/email/update_status endpoint to change the status of multiple email sessions to the status that you specify. The new endpoint includes the following capabilities: You can optionally specify the status that you expect email sessions to be in. Email sessions that aren't in that status aren't updated. For each session, the response reports whether it was updated, required no change, or couldn't be updated (and why). This means that integrations can handle partial success and identify which sessions still need attention.

This release addresses the following issues: Fixed an issue where blended SMS transcripts were incorrectly identified as call audio recordings when uploaded to Customer Experience Insights, causing them to appear as missing or unanalyzable data. Fixed an issue where the chat text-input field was unresponsive after an agent accepted a new chat. Fixed an issue where call-cascade agent availability safeguards weren't enforced for terminal queue paths, which resulted in agents being assigned calls from secondary queues even when their primary queue fell below the minimum availability threshold. Fi

Google Cloud CCaaS prerelease notes 6.7 Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here. Important: The next version of Google Cloud CCaaS could be greater than 6.7.