Google Cloud Contact Center AI updates: New filters, real-time metrics, CRM links

New child queues filter option Dashboards that have the Queue Name filter now also have a Child Queues checkbox. Select Yes if you want to include all child queues of the specified queue. There's also a new Child Queues (Yes / No) filter available in Explores that have the Queue Name filter.

The Agent & Queue Status (Live) Explore contains new real-time agent and queue metrics The Agent & Queue Status (Live) Explore contains the following new metrics: In Call : the number of agents currently on a call Available / Waiting : the number of agents available and waiting for the next contact Contacts in Queue : the number of calls currently waiting in the queue

Link directly to CSAT scores in your CRM from the CSAT dashboards In the CSAT Interactions table of the CSAT - Calls and CSAT - Chats dashboards, next to the Session ID numbers, links to the associated CSAT scores in your CRM are now available. You can go directly to the CSAT scores without needing to search for them in your CRM.

Updates to the Real-time Queue Monitoring - Calls dashboard The Real-time Queue Monitoring - Calls dashboard now includes the following metrics tiles: Total Rolled Over Pending Callbacks Total Rolled Over Completed Callbacks Avg CSAT Calls

Updates to the Queue Performance dashboards The Queue Performance - Calls and Queue Performance - Chats dashboards now include the following: A new Interaction Type filter A new Interaction Type column in the Queue Detailed Table The Queue Performance - Calls dashboard now includes the following metrics tiles: Total Rolled Over Completed Callbacks Total Rolled Over Pending Callbacks

Repeat contact data in the Queue Performance dashboards The Queue Summary Table of the Queue Performance - Calls and Queue Performance - Chats dashboards now includes the following columns: Total Repeat Contacts Repeat Contact %

The following issues were addressed in this release: Fixed an issue where Repeat Contact % values in the Queue Summary Table of the Queue Performance - Calls dashboard exceeded 100%. Fixed an issue where the Date filter in Explores returned no results when is on or after was set for an absolute date. Removed the Total Logged in Time metrics tile from the Agent Availability dashboard. Fixed an issue where language labels were missing from the advanced reporting dashboards. Fixed an issue that occurred when filtering by chat ID in the All Interactions - Chats dashboard. The wrong chat ID appeare