Google Cloud CCaaS 5.2 Update Adds AI-Powered Features and API Enhancements

Answering machine detection for progressive campaigns Answering machine detection (AMD) is now supported for progressive outbound campaigns. When enabled, Contact Center AI Platform analyzes call audio in the background to determine whether a call reaches a live person, or whether it reaches an answering machine or voicemail. If an answering machine or voicemail is detected, the call ends and the dialer proceeds to the next contact. Administrators: In the Settings > Campaigns > Dialer Modes pane, there's a new Enable Answering Machine Detection toggle. User experience change: When CCAI P

New endpoints for getting email sessions and messages Two new read-only endpoints are now available, allowing external systems to retrieve the parsed contents of an email interaction. This includes the sender, recipients, subject, body, and attachment metadata. Here are the endpoints: /apps/api/v1/email/sessions/ EMAIL_SUPPORT_ID : Returns email session summary information and a list of message IDs with metadata. /apps/api/v1/email/messages/ EMAIL_THREAD_ID : Returns the full content of a single message. For more information, see Get email sessions and messages .

Email forwarding with attachments Agents can now forward emails to external recipients directly from the email adapter. When forwarding, all attachments from the original email are automatically included. Agents can remove attachments before sending, if needed. The original email remains in its assigned queue with its status unchanged. User experience change: A new Forward button is available in the email adapter. For more information, see Forward an email .

Smart disposition Smart disposition is a new AI-powered capability that automatically suggests a disposition code at the end of a session. This reduces manual work for agents and improves data consistency. Administrators: There's a new Smart Disposition toggle in the following locations: The Settings > Operation Management > Wrap-up > Automatic wrap-up for inbound calls > Disposition Codes & Notes for calls > Disposition Codes section. The Settings > Operation Management > Wrap-up > Automatic wrap-up for outbound calls > Disposition Codes & Notes for calls &g

This release addresses the following issues: Fixed an issue where voice calls became stuck in a virtual agent state after a session ended abnormally or an escalation handoff didn't complete. Fixed an issue where using invalid sorting parameters on agent activity logs caused a server error. Fixed an issue where canceling a warm transfer to a queue at overcapacity caused the caller to become stranded in an automated menu loop. Fixed an issue where the agent activity logs API allowed unbounded time ranges, which led to system performance degradation and gateway timeouts. Fixed an issue where the

Google Cloud CCaaS 5.2 We've released version 5.2 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 .