Google Cloud Contact Center AI advanced reporting dashboards v4.22

Added a Location filter to dashboards The following dashboards now include a Location filter: Real-time Channel Performance Transfers Queue Interval

Queue Performance dashboard improvements We've made the following improvements to the Queue Performance - Calls and Queue Performance - Chats dashboards: Added the dashboards to the Advanced Reporting Landing Page. Added a Support Phone Number filter. Renamed the Total Inbound Handled tile (calls only) to Total Queue Answered . Added a Total Failed tile. In the Queue Summary table, removed the Total Inbound Calls Handled column and added the following columns: Total Queue Interactions , Total Queue Entries , Total Queue Answered , Total Failed , and Total Transfers . For more information, see

General dashboard updates In the Performance Overview dashboard, we renamed the following tiles: Queued Now to Current Queued Now Max Queue Time to Current Max Queue Time The Real-time Connected - Calls and Real-time Connected - Chats dashboards now include the following tiles: Total Connected Calls (calls only) Total Connected Chats (chats only) Avg Current Sentiment Score In the Queue Group Performance - All dashboard, we renamed the Lang filter to Language .

The following issues were addressed in this release: Fixed an issue where the CSAT scores in the Performance Overview and CSAT dashboards didn't match. Fixed an issue where the Queue Performance dashboard incorrectly totaled queue interactions, resulting in lower counts than expected. Fixed an issue in the All Interactions - Chat dashboard where the Virtual Agents Chats table displayed the wrong chat. Fixed an issue in the All Interactions - Chat dashboard where the Failed Interaction column of the Chat Metric Detail table displayed False for a failed interaction. Fixed an issue in the All Int

Advanced reporting dashboards 4.22 We've released version 4.22 of the advanced reporting dashboards.