Google Cloud Contact Center AI updates: Custom panels, callbacks, and fixes

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.

Callback restrictions You can now configure your instance to automatically deflect or schedule callbacks for end-users when they contact you close to the end of your business day or when your queues are shut down. 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 checkboxes are available in the following locations: The Settings > Call > Callback Settings pane (to configure globally). The Settings &

This release addresses the following issues: Fixed an issue where custom SIP headers were dropped. This occurred when a directly dialed agent was over capacity, the call was redirected to the agent's queue, and that queue was configured to redirect to a SIP URI. Fixed an agent desktop issue where the chat screen went blank when an agent accepted or dismissed a chat. Fixed an issue where the Deflections - Calls dashboard incorrectly reported the queues that calls were redirected to when using percent allocation. Fixed an issue where auto-answered interactions became stuck in a Queued status des