Google Cloud CCaaS v6.3 Enhances Agent Desktop and Callback Management

Agent desktop supports parameters in custom panel URLs In the agent desktop, you can now configure fixed and dynamic parameters to include in the URLs of custom panels. This lets you pass relevant session, agent, and customer context into custom panels. For more information, see Parameters .

Callback offer restrictions You now have greater control over when callbacks are offered. You can configure the following: Prevent callback offers from being made outside of callback hours. Prevent callback offers that will likely occur outside of callback hours. If conditions improve (that is, EWT decreases), the system adjusts and can offer callbacks. Administrators: We've added the following checkboxes to the CCAI Platform portal: Restrict callback offer outside of callback window Restrict callback offer that will exceed hours of operation. If queue condition improve offer callbacks These c

This release addresses the following issues: Fixed an issue where chat transcripts incorrectly displayed undefined joined instead of the agent's name during a chat transfer when real-time redaction was enabled. Fixed an issue where agents were incorrectly placed into Unresponsive status after answering a call if the customer declined the system's callback attempt. Fixed an issue where overcapacity deflection didn't trigger when agent-initiated outbound or direct-inbound calls were transferred to a queue, causing users to wait indefinitely. Fixed an issue where the Answer button didn't appear f

Google Cloud CCaaS 6.3 We've released version 6.3 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see Deployment schedules .