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Google Cloud Contact Center AI reporting dashboards update

governancegcpgaarchitect
feature patch announcement

Google Cloud Contact Center AI's advanced reporting dashboards have been updated to version 5.1. This release introduces new features like sub-team inclusion in filters and additional agent metrics for transfers and consultations. Several bugs related to data accuracy, display, and export functionality have also been resolved, enhancing the reliability and scope of the reporting for contact center operations.

  • →Sub teams are included when top-level teams are selected in the Team filter
  • →The Agent Metrics (Historical) Explore contains the Avg Chat Concurrency metric
  • →Metrics for warm transfers and agent consultations
  • →Advanced reporting dashboards 5.1
Features (3) ›
  • Google Cloud Contact Center as a Service Sub teams are included when top-level teams are selected in the Team filter

    Sub teams are included when top-level teams are selected in the Team filter When you select a team in a Team filter on a dashboard, the data for that team's sub-teams is now included.

  • Google Cloud Contact Center as a Service The Agent Metrics (Historical) Explore contains the Avg Chat Concurrency metric

    The Agent Metrics (Historical) Explore contains the Avg Chat Concurrency metric The Agent Metrics (Historical) Explore now contains the Ave Chat Concurrency metric to capture concurrency trends for agents, teams, and queues.

  • Google Cloud Contact Center as a Service Metrics for warm transfers and agent consultations

    Metrics for warm transfers and agent consultations The Transfers - Calls and Transfers - Chats dashboards now have the following metrics in the Call Transfers and Chat Transfers tables: Agent Connection Time (H:M:S) . Reports the time spent consulting with another agent and then warm transferring to that agent. Agent Consult Time (H:M:S) . Reports the time spent consulting with another agent before returning to the call.

Fixes (1) ›
  • Google Cloud Contact Center as a Service

    This release addresses the following issues: Fixed an issue where the This Week and This Month per-hour figures on the Performance Overview and Agent Performance dashboards were inaccurate. Fixed an issue where the Queue Abandons and Abandon % fields on the Queue Group Performance - All and Queue Group Performance - Chats dashboards always displayed 0 for chats. Fixed an issue where the virtual agent call metrics on the Virtual Agent - Calls , All Interactions - Calls , and Performance Overview dashboards were incorrect. Fixed an issue where agents appeared under Assigned Agent for calls that

Notes (1) ›
  • Google Cloud Contact Center as a Service Advanced reporting dashboards 5.1

    Advanced reporting dashboards 5.1 We've released version 5.1 of the advanced reporting dashboards.

Read the original announcement →

https://docs.cloud.google.com/release-notes#August_06_2026

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