Google Cloud CCaaS 5.0 Released with Agent Workflow Features and Numerous Bug Fixes

Disposition timing You can now configure CCAI Platform so agents can attribute wrap-up time, disposition code, and notes to a previous interaction. You can also let agents modify the disposition code and notes of previously completed sessions. Administrators: In the Settings > Operation Management > Wrap-up pane, a new Manual Wrap-up section is available. User experience change: If configured, a new Previous Sessions list appears in the agent adapter. For more information, see Configure disposition timing .

API direct access point for chat The API direct access point (DAP) for chat lets you automatically route incoming chat sessions to a queue based on a response from an external API endpoint that you configure. This eliminates the need for end-users to select from a queue menu. By default, this capability is inactive. Contact Google Cloud Support to turn it on for your instance. For more information, see API direct access point for chat .

This release addresses the following issues: Fixed an issue where emails were stuck in a Transferring state when moved between queues. Fixed an issue where end-users didn't receive messages from agents during web chats. Fixed an issue where calls or chats remained in a queue without being offered to available agents. Fixed an issue where voice calls were prematurely moved from an agent's queue during a multi-group cascade. Fixed an issue where the disposition panel didn't appear after a call ended, leaving agents unable to change their status without signing out and signing in. Fixed an issue

Google Cloud CCaaS 5.0 We've released version 5.0 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 .