Google Cloud CCaaS prerelease notes
Here are the pre-release notes for the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.
Direct Access Points for chats
You can use a Direct Access Point (DAP) to route a chat conversation directly to a queue, based on the response from an API that you configure. This lets API-initiated chats bypass default routing and enter the intended queue immediately.
Fixed an issue where the inactive chat dismissal timer didn't reset after a chat was transferred from a virtual agent to a human agent.
Fixed an issue where voicemails disappeared from the queue immediately after being opened.
Fixed an issue where the reporting dashboard incorrectly displayed call and agent status during a cold transfer to another queue.
Improved rendering performance in the agent desktop mini chat adapter.
Fixed an issue where the storage path for screen recordings didn't align with the folder structure displayed in the user interface.
Fixed an issue where missing public files were incorrectly cached by the CDN for up to seven days.
Fixed an issue where agents were automatically redirected to the Closed inbox view after changing an interaction status to Closed.
Fixed an issue where the You cannot log out when in a chat notification was truncated in the chat adapter.
Fixed an issue with Salesforce integrations where rapid, concurrent data requests caused information to be lost.
Fixed an issue where duplicate call recording links were posted to Zendesk tickets for multi-segment calls.
Fixed an issue with Salesforce integrations where the UI retained settings from a previous Salesforce organization after switching to a new organization.
Fixed an issue where duplicate customer satisfaction surveys were submitted and recorded for a single live chat session.
Fixed an issue where the message field in the chat adapter was inactive when an agent accepted a new chat.
Fixed an issue where task virtual agents were incorrectly identified as Nobody when joining a conversation after a transfer from a human agent.
Fixed an issue that occurred when a chat entered a queue and the greeting message was sent before an agent was assigned. In these cases, the associated push notification crashed and logged an error, producing excessive noise in logs.
Fixed an issue where the agent's final message in a chat session appeared after This chat is ended in the chat adapter and the CRM transcript.
Fixed an issue where agents using instances without a CRM configuration received a No Account Detected warning when making outbound calls.
Fixed an issue where notification chimes played after an agent had connected to an active call.
Fixed an issue where the country code list didn't automatically update the
country flag when a phone number was entered without the + prefix.
Fixed an issue where calls to an agent's personal queue didn't break through if the agent was also assigned to an inbound queue with breakthrough disabled.
Fixed an issue where outbound calls that were transferred to a queue didn't adhere to the queue's deltacast configuration.
Fixed an issue where the agent desktop became unstable or didn't load.
Fixed an issue where wrap-up time was incorrectly reported when agents exceeded the configured wrap-up time.
Fixed an issue where the IVR queues dashboard didn't load for instances with a large volume of queues.
Fixed an issue where calls to the manager/api/v1/agent_activity_logs
endpoint timed out when sort_direction was turned off.
Google Cloud CCaaS 4.45
We've released version 4.45 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.
Do Not Call capability in HubSpot
You can configure your HubSpot integration to display This number is on the Do Not Call list in the call adapter when an agent initiates a call to a contact configured for Do Not Call (DNC). The agent can proceed with the DNC call if needed. If the agent proceeds with the call, the following comment is logged in the CRM: "The contact is in TPS, the agent chose to proceed with the call."
This capability is for non-campaign outbound calls. It doesn't affect outbound campaign calls.
Administrators: In the Settings > Developer Settings > Agent Platform > HubSpot > Account Lookup section, there's a new Do-Not-Call CRM Field section.
User experience update: The call adapter displays This number is on the Do Not Call list when an agent initiates a call to a contact configured for DNC.
For more information, see Do Not Call for HubSpot.
Return to queue after disconnection
You can configure CCAI Platform to offer a disconnected caller the option to return to their queue. If they accept, they're returned to the top of the queue. Virtual agents in the queue are skipped. This capability is for IVR calls only.
Administrators: We've made the following updates to the CCAI Platform portal:
In the Settings > Call > Call Details pane, there's a new Return to Queue After Disconnection section.
In the Settings > Queue > IVR (Interactive Voice Response) > Edit / View > MENU_NAME > Settings pane, there's a new Return to Queue after disconnection section.
In the Settings > Languages & Messages > Audible Messages pane, there's a new Return to Queue After Disconnection Messages section.
For more information, see Return to queue.
Fixed an issue where campaigns that didn't complete prevented subsequent campaigns from starting.
Fixed an issue where callers weren't correctly connected to voicemail during a warm transfer to an agent's direct number.
Fixed an issue where incoming calls were assigned to agents but didn't appear in the agent adapter, resulting in "ghost assignments" and abandoned calls.
Fixed an issue where cold-transferring a call from a queue while the transferring agent was in a wrap-up state caused the connection to become unresponsive and silent.
Fixed an issue where calls that disconnected before entering a queue were incorrectly displayed in the Queued Calls dashboard.
Fixed an issue in the agent desktop where the call disposition panel failed to load for queues with forced disposition enabled, leaving agents stuck and unable to proceed without logging out.
Fixed an issue where streaming conversations failed due to connection errors.
Fixed an issue where outbound calls initiated from a HubSpot company profile created duplicate anonymous contacts instead of matching existing records by phone number.
Fixed an issue where the Session Data report incorrectly calculated the after call work (ACW) duration for manual wrap-ups.
Fixed an issue where the Start Call button didn't display in the call adapter.
Fixed an issue where voicemails from cold transfers were lost or routed to the wrong queue.
Fixed an issue in the agent desktop where active calls appeared to be on hold while the agent was in a "wrap-up exceeded" state.
In the Agent Desktop, the Knowledge Assist panel is being replaced with a new Agent Assist Hub panel
Who's affected?
Customers who use the Agent Desktop and the Knowledge Assist panel in a desktop layout are affected. If you don't use Agent Desktop and the Knowledge Assist panel, you can ignore this announcement.
What's changing?
We're replacing the Knowledge Assist panel in Agent Desktop with a new Agent Assist Hub panel. The Agent Assist Hub panel contains a Knowledge Assist module that is a 1:1 functional replacement of the Knowledge Assist panel.
How does this affect my contact center?
For any agents that are signed into your contact center at the moment we update it, the new Knowledge Assist module will stop working. To fix this problem, the agent needs to sign out of the contact center and sign in again. The Knowledge Assist module will begin working. Agents who sign into your contact center after we update it won't be affected by this issue.
What do I need to do?
When we roll out this change, your Google Cloud CCaaS instance will be updated automatically - you don't need to change any configurations. However, you should tell your agents to sign out of your contact center and sign in again if the Knowledge Assist module within the Agent Assist Hub panel isn't working for them. Your agents do not need to take action If your instance is configured as a Critical deployment and is updated outside of the contact center hours of operation.
When is this happening?
We expect to make this change in early Q3 of 2026, around mid to late July. We'll publish prerelease notes and release notes to keep you informed of this change.
]]>Web SDK version 2 will be shut down on June 26, 2026
On June 26, 2025, we announced the launch of Web SDK version 3. Starting on June 26, 2026, the web SDK v2 will no longer be supported. Be sure to update your website to use the web SDK v3 to avoid disrupting your integration with the web SDK. We are no longer adding new features to the web SDK v2.
]]>Google Cloud CCaaS 4.43
We've released version 4.43 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.
Calls to direct numbers display language selection in the call adapter
When an agent receives a direct call, the call adapter now displays the language that the caller chose during language selection.
For more information, see Direct phone numbers.
HubSpot: Control the display of CRM account fields and record fields in the agent adapter
You can now control how CRM account fields (contact and company) and record fields (ticket and deal) appear in the agent adapter for HubSpot integrations. This gives agents immediate access to important context such as VIP status, account ownership, and ticket priority during live interactions.
Administrators: In the Settings > Developer Settings > CRM > Agent Platform > HubSpot > Account Lookup section, there are two new CRM Account Display Fields sections and a new CRM Record Display Fields section.
For more information, see HubSpot lookups.
The chat API supports CSAT surveys
You can now conduct customer satisfaction (CSAT) surveys using the chat API. You can configure CSAT surveys at the global level and at the queue level.
Administrators: On the Settings > Chat page, there's a new Chat API section.
For more information, see CSAT in the chat API.
This release addresses the following issues:
Fixed an issue where uploading a PDF document to a chat made the conversation history unavailable during a session transfer or page refresh.
Fixed an issue where direct SMS chats didn't send termination notifications at the end of the chat.
Fixed an issue where the after-hours voicemail greeting didn't play during agent-to-agent call deflections.
Fixed an issue where SIP and IVR calls intermittently failed if the caller disconnected before a virtual agent was assigned.
Fixed an issue where calls deflected to voicemail during after-hours were incorrectly reported as errors in the All Call History report.
Fixed an issue where direct inbound calls were incorrectly deflected to voicemail during an agent's available hours when agent deflections were enabled.
Fixed an issue where inbound voice calls failed with an application error during the initial lookup phase.
Fixed a Kustomer issue where Agent Assist transcripts were delivered to the CRM as file attachments instead of timeline notes.
Fixed an issue where the In Progress banner and the Cancel button didn't appear immediately after a virtual task assistant request was initiated.
Fixed an issue where campaigns stayed in a paused state instead of transitioning to a completed state after finishing.
Fixed a Deltacast issue where chats weren't routed correctly to available agents when the company-wide concurrency setting was disabled but individual agent limits were active.
Fixed an issue where supervisor monitoring and whisper features caused system errors during call recording.
Fixed an issue where agents couldn't dismiss forwarded voicemails if the source queue had been deleted.
Fixed an issue where Telnyx calls that ended normally didn't generate a disconnect event, resulting in missing recordings, missing transcripts, and calls appearing to still be active in the CCAI Platform portal.
Fixed an issue where consecutive IVR queue deletions caused performance delays and timeout errors.
Fixed an issue where queue-level automatic wrap-up settings were disabled without an end-user action.
Fixed an issue where the queue settings page displayed inconsistent whisper announcement statuses and didn't play queue names during calls.
Fixed an issue where the Queues page displayed incorrect overcapacity deflection settings when end-users navigated quickly between different queues.
Fixed an issue where virtual agents attempted to fail over to a human agent during outages even when no human agent was configured.
Fixed a Salesforce issue where initiating an outbound call from an active case linked to a separate case assigned to a different user, incorrectly overriding ownership of the second case.
Fixed a Kustomer issue where duplicate conversation records were created in the CRM during calls.
Fixed a Kustomer issue where SMS chat sessions didn't create tickets in the CRM.
Fixed an issue where underscores in an email address in a shortcut were converted to double backslashes when an agent sent the email address to an end-user.
Fixed an issue where deleting Twilio records caused unnecessary errors.
Fixed an issue where disabling the global CSAT setting prevented IVR surveys from being offered to callers, even when the surveys were enabled for specific queues.
Advanced reporting dashboards 4.36
We've released version 4.36 of the advanced reporting dashboards.
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.
For more information, see CSAT dashboards.
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
For more information, see Queue monitoring dashboards.
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 %
For more information, see Queue Performance dashboards.
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 appeared in the Virtual Agent Chats table.
Fixed an issue where disposition codes were missing or blank for outbound calls in the Call Agent Metrics (Historical) dashboard.
Google Cloud CCaaS 4.40
We've released version 4.40 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.
This release addresses the following issues:
Fixed an issue with Salesforce where virtual agent responses appeared out of order in transcripts.
Fixed an issue where the advanced reporting dashboards didn't load.
Fixed an issue where PDF and audio attachments weren't visible to agents after a chat transfer.
Fixed an issue where end-users were incorrectly placed on hold following a cold transfer to a queue.
Fixed an issue where MP3 audio files for agent call deflections couldn't be uploaded.
Fixed an issue where agents were automatically logged out due to inactivity while still engaged in active calls or chats.
Fixed an issue where a bulk user upload with blank phone number columns caused existing direct inbound phone numbers to become unassigned from agent profiles.
Mobile SDK for Android version 2.15.3 patch
We've released version 2.15.3 of the Mobile SDK for Android.
This release addresses the following issues:
Fixed an issue where UjetWebFormCallback in the Android SDK lacked the
necessary methods to pass form data.
Fixed an issue where chat messages and content cards in the Mobile SDK displayed out of order.
Fixed an issue where the Android SDK didn't start a new chat session after the previous session ended.
Fixed an issue where customers couldn't customize the Android SDK to display the timeout message to end-users.
Google Cloud CCaaS 4.39
We've released version 4.39 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.
This release addresses the following issues:
Fixed an issue with Salesforce where cases weren't created when a virtual agent connected to a call.
Fixed an issue where agents on teams with transfer restrictions couldn't transfer chats to agents not assigned to a team.
Fixed an issue where agents who weren't available for chat transfers still appeared in the transfer list, causing transfer attempts to fail.
Fixed an issue where the Submit wrap-up button didn't appear in the call adapter after agents completed outbound calls.
Fixed an issue where an agent and caller still heard each other after the agent placed the caller on hold.
Fixed an issue in the agent desktop that occurred after an agent transferred a call to a different queue. The agent desktop layout of the source queue displayed to the receiving agent instead of the layout of the destination queue.
Fixed an issue where the reporting for after call work (ACW) time was artificially high for calls transferred to a third party.
Fixed an issue where overcapacity deflection settings interfered with after-hours deflections, causing calls to be incorrectly queued.
Fixed an issue where the inactivity timeout didn't function as configured.
Google Cloud CCaaS 4.38
We've released version 4.38 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.
Sort and filter emails
Agents can now sort and filter emails by date in the email adapter.
User experience changes: The email adapter has the following new UI elements:
A button to toggle between Oldest to newest and Newest to oldest in the email list.
A Filter by Date list to filter by preset filters or by a configurable date range.
For more information, see Email lists.
This release addresses the following issues:
Fixed an issue where Canadian French translations for notifications and error messages were appearing in English.
Fixed an issue where the Alvaria WFM Agent Performance report was exporting every minute instead of once daily.
Fixed an issue where the Agent Preferences table on the Agent Availability dashboard didn't update when an agent modified their availability preferences.
Fixed an issue that occurred when an agent manually changed their status to Available before the point in time that automatic wrap-up was configured to do so. In the Activity Timeline report, the status change was mistakenly attributed to the system.
Fixed an agent desktop issue where clicking the Transfer button in an SMS chat displayed an error instead of starting a transfer.
Fixed an issue where a delay in Salesforce task creation caused a lag in updating the ticket ID on calls.
Fixed an issue where agents couldn't transfer SMS chats.
Fixed an issue where incoming chats were routed to newly signed-in agents instead of to those who had been available the longest.
Fixed an issue where messages in the chat adapter's chat history weren't labeled or aligned to distinguish agent messages from end-user messages.
Fixed an issue in the IVR Queue Menu Settings pane where the text input field didn't appear when users selected Text-to-speech.
Fixed an issue in the SMS Queue Menu Settings pane where phone numbers weren't appearing in the incoming and outbound Assigned Numbers fields.
Fixed an issue where the web SDK didn't load.
Fixed an issue where live transcripts and conversation summarization didn't display in the agent desktop following an instance update.
Advanced reporting dashboards 4.22
We've released version 4.22 of the advanced reporting dashboards.
Added a Location filter to dashboards
The following dashboards now include a Location filter:
Queue Performance dashboard improvements
We've made the following improvements to the Queue Performance - Calls and Queue Performance - Chats dashboards:
Added the dashboards to the Advanced Reporting Landing Page.
Added a Support Phone Number filter.
Renamed the Total Inbound Handled tile (calls only) to Total Queue Answered.
Added a Total Failed tile.
In the Queue Summary table, removed the Total Inbound Calls Handled column and added the following columns: Total Queue Interactions, Total Queue Entries, Total Queue Answered, Total Failed, and Total Transfers.
For more information, see Queue Performance dashboards.
General dashboard updates
In the Performance Overview dashboard, we renamed the following tiles:
Queued Now to Current Queued Now
Max Queue Time to Current Max Queue Time
The Real-time Connected - Calls and Real-time Connected - Chats dashboards now include the following tiles:
Total Connected Calls (calls only)
Total Connected Chats (chats only)
Avg Current Sentiment Score
In the Queue Group Performance - All dashboard, we renamed the Lang filter to Language.
The following issues were addressed in this release:
Fixed an issue where the CSAT scores in the Performance Overview and CSAT dashboards didn't match.
Fixed an issue where the Queue Performance dashboard incorrectly totaled queue interactions, resulting in lower counts than expected.
Fixed an issue in the All Interactions - Chat dashboard where the Virtual Agents Chats table displayed the wrong chat.
Fixed an issue in the All Interactions - Chat dashboard where the
Failed Interaction column of the Chat Metric Detail table displayed
False for a failed interaction.
Fixed an issue in the All Interactions - Chat dashboard where the
Failed Interaction column of the Chat Metric Detail table displayed
False for a failed interaction.
Fixed an issue where the Chat ID filter on the Queue Performance - Chats dashboard incorrectly displayed placeholder values.
Fixed an issue where scheduled exports of large queries were limited to 500 rows, causing reporting delays.
Fixed an issue in the Historical Data table of the Agent Activity dashboard where the Start Time and End Time columns indicated incorrect durations for agents belonging to multiple teams.
Fixed an issue where short abandoned calls and chats were incorrectly included in the Abandons dashboard, causing inaccurate reporting of queue abandon times.
Fixed an issue where dashboard windows didn't fully display their contents.
Google Cloud CCaaS 4.35
We've released version 4.35 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.
This release addresses the following issues:
Fixed an issue where URLs copied from Microsoft Word into SMS chat sessions were incorrectly formatted, causing links to merge with adjacent text.
Fixed an issue with Alvaria campaigns where the dialer didn't correctly use the country code from the @COUNTRYCODE field when selecting the contact number to dial.
Fixed an issue where live transcription didn't resume after an agent enabled and then disabled redaction during IVR payment card collection.
Fixed an issue where agents couldn't upload PDF files in chat sessions.
Fixed an issue where end-users encountered errors or empty details when accessing call history immediately after a call ended.
Fixed an issue where agents became stuck in the In-call status and
couldn't end calls or change their status, preventing them from handling new
interactions.
Fixed an issue where the deletion of the default greeting message for a language didn't persist.
Fixed a web SDK issue where scheduling a call in one queue incorrectly showed the Reschedule Call screen from a different queue.
Fixed an issue that occurred when a human agent invoked the payment virtual task assistant to collect card details. When the call was transferred back to the human agent, live transcription and sentiment analysis didn't resume.
Fixed an issue where HubSpot ticket creation failed when Skip CRM Account Creation and Skip Account Lookup were enabled. This resulted in tickets being created without an associated phone number.
Fixed an issue where, after transferring a call from one queue to another, the receiving agent's desktop temporarily showed the source queue's agent desktop layout instead of the destination queue's layout.
Fixed an issue where outbound Telnyx calls got stuck on the agent adapter Connecting screen when Agent Voice Detection was enabled globally.
Fixed an issue where Alvaria Advanced Outreach outbound campaign batch files weren't ingested by Contact Center AI Platform, preventing campaigns from loading contacts.
Fixed an issue where a single inbound call in Salesforce created two cases.
Fixed an issue where the Agents dashboard showed an invalid -10 agent
status during wrap-up and after calls.
Fixed an issue where Alvaria WFM Agent Performance reports displayed no agent activity.
Fixed an issue where the NICE WFM exporter reported higher abandoned call counts than Contact Center AI Platform reporting.
Fixed an issue where chats escalated from a virtual agent to a human agent were dismissed shortly after assignment.
Fixed an issue where the Ticket URL column in the Individual Call History CSV report was blank for newly recorded calls, preventing customers from accessing and downloading call recordings from the report.
Fixed an issue where newly created teams couldn't be reordered in the CCAI Platform portal.
Fixed an issue where the agent desktop Previous Interactions panel didn't show Agent Assist summaries from past calls.
Fixed an issue where conversation history didn't display correctly in the agent adapter when a chat was escalated from a virtual agent to a human agent and then a large number of messages were sent by the end-user.
Google Cloud CCaaS 4.30
We've released version 4.30 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.
Skip the IVR greeting message
You can now configure your instance to skip the IVR greeting message.
Administrators: A new Skip IVR Greeting option is available in the Settings > Languages & Messages > IVR-specific Messages section.
For more information, see Customize IVR-specific messages.
Headless web SDK: advanced call scheduling is turned on by default
The useAdvancedCallScheduling parameter in the headless SDK is now set to
true by default.
Queue status endpoint
The new queue status endpoint provides real-time data for leaf queues, including
estimated wait times, agent availability, callback slot capacity, hours of
operation, and holidays. This capability lets voice AI systems dynamically
decide whether to escalate a call to a live agent or offer scheduled callback
windows to the caller. You can access the queue status endpoint in the apps API:
GET /apps/api/v1/queues/status.
For more information, see The queue status endpoint.
For call transfers in HubSpot, the ticket owner is automatically updated
When a call is transferred from one agent to another with a HubSpot integration, HubSpot tickets now automatically update to reflect the new ticket owner. This provides an accurate record of ownership throughout the interaction lifecycle. No configuration is required.
This release addresses the following issues:
Fixed an issue where email messages in queues displayed a blank white panel when opened.
Fixed an issue that occurred when a closed ticket ID was passed to HubSpot using the SDK. The ticket wasn't reopened, resulting in new tickets being created.
Fixed an issue where agents pasted images into the chat adapter even when the Allow agents to attach files setting was turned off.
Fixed an issue where the agent adapter displayed generic error messages
instead of call failure reasons such as Busy or No answer.
Fixed an issue where chat history wasn't deleted after a session ended, causing the agent desktop to become unstable for high-volume agents.
Fixed an issue where the NICE WFM ASCWS heartbeat timed out, causing agents to appear inactive and disrupting adherence reporting.
Fixed an issue where virtual agents unexpectedly disconnected during inbound IVR calls, causing the calls to escalate to a human agent.
Fixed an issue where customer utterances were missing from the Live Transcript when conversations were transferred from a Dialogflow CX agent to a human agent.
Fixed an issue where, when an agent searched for a queue during a chat
transfer, the queue appeared with No logged in agents when agents were
available.
Fixed an issue where launching a task virtual assistant during a chat caused the agent's screen to freeze.
Fixed an issue where call transcripts from CX Agent Studio agent conversations were added to CRM records as garbled and unreadable text, with repeated words and incorrect turn order.
Fixed an issue where the Wait Time custom field on Zendesk tickets displayed an incorrect value when using custom fields for Account and Record.
Fixed an issue where agents assigned a direct SMS-capable line didn't
receive visual notifications for incoming SMS chats in the agent adapter
while their status was set to Unavailable.
Fixed an issue where chat transcripts couldn't be downloaded from the Completed Chats page.
Fixed an issue where customer calls were unexpectedly abandoned during payment transactions when DTMF inputs were provided.
Fixed an issue where agents heard repeated call notification sounds during active calls, even when no new call was assigned.
Fixed an issue where only English IVR queues appeared when configuring agent-specific deflection settings, even when other language queues were available.
Fixed an issue where email messages in queues displayed a blank white panel when opened.
Fixed an issue where chat transcript and metadata files were generated as empty files, causing API timeouts and blocking reporting pipelines.
Fixed an issue where chat sessions that ended due to end-user inactivity were marked as Disconnected by end user instead of Timeout: end user stopped responding.
Fixed an issue where agents couldn't receive more than 12 concurrent chats despite being configured for up to 30.
Fixed an issue where virtual agent calls were routed back to the original queue instead of being handled as expected.
Fixed an issue that occurred when a third party was added to a call. After all participants left the call, the call still appeared to be connected.
Fixed an issue where cascade conditions for agent queues didn't correctly enforce the minimum number of available UK agents before allowing calls to cascade from the US queue, resulting in calls being routed incorrectly.
Fixed an issue where bulk user import incorrectly limited the chat concurrency value to the global default, preventing valid per-agent settings from being uploaded.
Mobile SDK for iOS version 2.15.4 patch
This patch includes the following updates for the mobile SDK for iOS:
Fixed an issue where the iOS app crashed during disconnections.
Updated the Twilio Voice and Chat SDKs.
Mobile SDK for iOS version 2.15.3 patch
This patch updates the following for the mobile SDK for iOS:
Google Cloud CCaaS 4.26
We've released version 4.26 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.
Fewest Agents Routing
Fewest Agents Routing has been added to chat Deltacast configuration. Fewest Agents Routing keeps busy agents engaged while preserving idle agents for future workload spikes.
Administrators:
The following new settings are available at Settings > Operation Management > Routing > Chat Routing > Deltacast Routing Logic:
Longest Idle Routing to distribute workload equally between agents. This is the same as the previous default routing behavior.
Fewest Agents Routing to maximize utilization and call availability. This is the new routing behavior that concentrates new chats on busy agents.
For more information, see Deltacast routing logic for chat.
Skip account or record creation for HubSpot
You can configure your instance to prevent the automatic creation of accounts and records in HubSpot while ensuring that data such as media files and transcripts is preserved. You can configure how the system handles closed records when a record ID is passed using the SDK.
Administrators:
The following new settings are available at Settings > Operation Management > CRM Record Creation Details:
Skip CRM account creation
Skip CRM account lookup
Skip CRM record creation
Closed record options when record ID is passed in via SDK
Create new record
Reopen record
For more information, see Configure HubSpot record creation.
Improved Agent Assist visibility during transfers
When a chat is transferred, the originating agent and the receiving agent see Agent Assist as it's configured for their respective teams or queues. This behavior now also applies to transfers of direct inbound calls.
For more information, see Configure Agent Assist at the team level.
Breakthrough for wrap-up improvements
If breakthrough is configured for Wrap-up and Wrap-up Exceeded statuses,
agents can now answer breakthrough calls even if they haven't completed the
following:
Submitted disposition codes and notes.
Manually switched to Available status.
Additionally, agents in Wrap-up status who accept breakthrough calls before
submitting disposition codes and notes can now switch between the call and the
wrap-up screen.
User experience changes include the following:
The call adapter contains a switcher button that lets agents switch between an ongoing call and the wrap-up screen for a previous call.
The mini-adapter on the agent desktop expands to let you switch between an ongoing call and the wrap-up screen for a previous call.
For more information, see Breakthrough for wrap-up.
Custom field mapping for HubSpot
You can map your web or mobile SDK custom data fields to your HubSpot installation's custom fields. At runtime, when the SDK sends a custom data value, the system writes the value to the mapped HubSpot custom field.
Administrators: On the Settings > Operation Management page, there's a new Custom Field Mapping pane.
For more information, see HubSpot custom field mapping.
Call scheduling improvements
We've made the following improvements to call scheduling for web SDK v3 and the headless web SDK:
Configurable time slots. You can configure the length of call-scheduling time slots.
Day-based time slot selection. End-users can browse available time slots organized by day.
Rescheduling. If an end-user reopens the web SDK and has an existing scheduled call, they're prompted to manage that appointment (reschedule or cancel) before starting a new flow.
Cancellation. End-users can cancel a previously scheduled call.
Queue-level configuration. You can configure call scheduling at the queue level.
Administrators:
There's a new Scheduled Calls pane on the Settings > Calls page.
There's a new Scheduled Calls section in the Settings >
Queue > Web > SELECT_QUEUE
pane.
We moved Scheduled Call Countdown and Scheduled Call Expiration from Settings > Calls > Call Details to Settings > Calls > Scheduled Calls.
We've added the following settings to the Settings > Calls > Scheduled Calls pane:
Consumers can schedule calls up to
SELECT_INTEGER day(s) in the future
Static > Maximum calls per time slot
User experience changes:
SELECT_INTEGER day(s) in the future, a new
Select a day screen appears to end-users who reschedule a call.For more information, see Scheduled calls.
Headless web SDK updates
We've made the following updates to the headless web SDK:
New methods:
fetchTimeSlotAvailability. Check if time slots are available for a given menu.
restoreCobrowseSession. Restores a cobrowse session after the browser window is reopened.
getLogs. Gets the internal debug logs collected by the SDK.
Updated signatures:
getTimeSlots. Includes the GetTimeSlotsRequest interface.
updatePostSession. Includes an optInSelection parameter.
For more information, see getTimeSlots.
Accessibility and design improvements
We've made the following accessibility and design improvements to the web SDK v3 and the headless web SDK:
WCAG Compliance. Updated to comply with Web Content Accessibility Guidelines (WCAG).
Right-to-left support. Now supports right-to-left languages: Arabic, Hebrew, Farsi, and Urdu.
Improved screen reader compatibility. Improved support for screen readers.
Improved spacing. Uses 4px-based spacing to improve the look and feel of page displays.
This release addresses the following issues:
Fixed an issue where the Telnyx integration attempted to reconnect websockets after a failure, even when this behavior wasn't desired.
Fixed an issue where Agent Assist disappeared for the third agent during consecutive queue transfers.
Fixed an issue where empty responses from Dialogflow were passed through to CCAI Platform, resulting in undefined call behavior.
Fixed an issue where active outbound campaigns stopped dialing when a concurrent campaign encountered timezone restrictions, requiring manual intervention to resume calls.
Fixed an issue where campaigns didn't resume after being paused, resulting in call session failures and missing participant information.
Fixed an issue where chat transfers involving multiple agents failed, causing agents to become stuck in an "in chat" status even when no active chats were present.
Fixed an issue where incoming chats were routed to newly signed-in agents instead of agents who had been available the longest.
Fixed an issue where chat messages sent by end-users immediately after starting a chat, but before an agent joined, weren't delivered to the agent.
Fixed an issue where the recording_url field in session data wasn't
populated after calls ended.
Fixed an issue where call transfers were incorrectly tagged as Warm instead of Cold when the transferring agent disconnected before the receiving agent answered.
Fixed an issue where call recordings for sessions ending with a virtual agent post-call survey were truncated. This resulted in the main human agent conversation not being saved.
Fixed an issue where outbound call restrictions incorrectly blocked calls
to Japanese numbers, even when settings allowed them.
Fixed an issue where agents became stuck in Wrap-up status after a call was transferred to another agent's voicemail and the end user disconnected during the voicemail greeting.
Fixed an issue where, in third-party transfer calls with Call recording for third-party transfers set to off, redaction didn't begin immediately after the agent disconnected.
Fixed an issue where calls didn't connect and re-queued, resulting in long queue times for agents.
Fixed an issue where disposition lists in the call adapter didn't appear in alphabetical order, as configured in the portal.
Fixed an issue where chats in the agent desktop didn't transition to the End Wrap-Up state after the agent clicked Submit.
Fixed an issue where the apps/api/v1/users API returned only 100 records
per page, even when a higher limit was specified.
Fixed an issue where filtering by queue name on the Queued Chats and Queued Calls pages didn't return accurate results.
Fixed an issue where updating an agent's skills from the Agents page mistakenly removed their extension number.
Fixed an issue where users of the Dialer Admin role couldn't add teams to a queue.
Fixed an issue where call wrap-up interactions recorded inaccurate data, such as excessive wrap-up times, redundant instances, and incorrect chronological sequencing.
Fixed an issue that occurred when an agent with Agent Assist transferred a call to a second agent with Agent Assist. After the transfer, the second agent no longer had access to Agent Assist.
Fixed an issue with Salesforce integrations in the agent desktop where notification flags overlapped the Salesforce Utility Bar navigation, which prevented agents from accessing navigation controls.
Fixed an issue where agents were incorrectly reported as Available for an
extended period after signing out.
Fixed an issue where calls waiting in a queue with no available agents weren't connected when an agent became available.
Fixed an issue where the previous CCAI Insights name appeared in the portal instead of Customer Experience Insights.
Fixed an issue for Alvaria users where the Agent Performance Report was mistakenly generated and sent at 7:00 PM instead of midnight, which resulted in incomplete 24-hour performance data.
Fixed an issue where agents who left a predictive campaign pool were
incorrectly left in Available status.
Fixed an issue where chat sessions returned an error during post-session transfer if no virtual agent participant was active.
Fixed an issue where, after a call failure, the agent adapter displayed a generic error message instead of an error message that included the failure reason.
Fixed an issue for Telnyx users where the instance stopped responding.
Fixed an issue that occurred when users tried to delete a queue. A message was returned saying that the queue was assigned as a deflection or redirection option even though these settings weren't activated for the queue.
Fixed an issue where adding multiple voice queues resulted in long loading times, request timeouts, and incorrect concurrency errors.
Fixed an issue where overcapacity deflection options messages mistakenly played twice instead of once.
Fixed an issue where chats escalated by a virtual agent disconnected seconds after assignment to a human agent, which prevented the human agent and the end-user from interacting.
Fixed an issue where spurious chat interactions appeared in the All Interactions dashboard, which caused discrepancies in handled chat reporting and incorrect failed session filtering.
Fixed a web SDK v3 issue where the out-of-office deflection message that appeared in the end-user's chat window didn't match the message in the chat transcript.
Fixed an issue where agents received incorrect Missed target response time notifications in agent desktop SMS chats, even when responding promptly.
Fixed an issue where agents attempting to access their contact center using private ingress couldn't connect.
Fixed an issue where the Allow transfers to queues outside of hours of operation checkbox was unexpectedly unavailable.
Fixed an issue where verified outbound phone numbers couldn't be added to a queue because the selection field was empty, which prevented administrators from assigning new phone numbers.
Fixed an issue where attempts to rename IVR queues using redirection data in legacy YAML files resulted in errors.
Mobile SDK for iOS version 2.15.2 patch
This patch updates the following for the mobile SDK for iOS:
Google Cloud CCaaS 4.21
We've released version 4.21 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.
Language selection support for direct calls
End-users making direct calls to agent phone numbers and agent extension numbers can select their language at the start of a call.
Administrators: The Add Number and Edit a Number dialogs, located at Settings > Call > Phone Numbers > Phone Number Management, have a new Set languages checkbox (when the Set as a direct number checkbox is selected). When you select the Set languages checkbox, the Select languages list appears.
For more information, see Create a direct phone number.
"Improved controls for predictive campaigns" is available without assistance from the Google account team
This feature was announced on March 24, 2026 but previously required the Google account team to enable it. You no longer need assistance from the Google account team to use this capability. For more information, see Predictive campaigns.
Virtual agents can transfer calls to a specific human agent
Virtual support agents can transfer calls directly to a specific human agent
using the agent ID or agent extension number. Include the agent_extension or
agent_id field in the transfer payload to direct the call to the correct
agent. Transferring directly to a human agent eliminates the intermediate step
of transferring to a queue before transferring to the agent. This can improve
wait times and customer satisfaction. For more information, see Virtual agent
to human agent
transfers.
The following issues were addressed in this release:
Fixed an issue where backslash characters in chat shortcuts and chat messages weren't displayed correctly, resulting in missing or empty message chat bubbles.
Fixed an issue where virtual agent chat transcripts didn't match the actual conversation.
Fixed an issue where call times in session metadata for virtual agent to human agent escalations were shorter than the actual call times.
Fixed an issue where agents were able to join a conference call despite receiving microphone permission errors.
Fixed an issue where direct inbound calls to Twilio numbers assigned at the user level continuously rang without reaching the agent.
Fixed an issue where chat transfers from auto-answer queues to manual-answer queues were incorrectly recorded as manual-to-manual in reporting.
Fixed an agent desktop issue where French (Canadian) translations were missing or incorrect during outbound calls.
Fixed an issue where the All Teams filter didn't block interactions with background elements, which caused unintended end-user interactions with the UI.
Fixed an issue where missed call volumes didn't appear on the agent monitoring page.
Fixed an issue that occurred when the Display transfer history in agent adapter capability was enabled. After a virtual agent escalation, escalated queue names were shown in English instead of the correct target language.
Fixed an issue where virtual agent audio sessions ended after 15 minutes, causing calls to be escalated unexpectedly.
Fixed an issue where underscores within email addresses were incorrectly removed in CRM transcripts.
Fixed an issue where chat transcript PDFs weren't generated when real-time redaction was enabled and conversations included non-text message types such as inline buttons or content cards.
Fixed an issue where content cards sent by virtual agents during conversations were missing from the PDF chat transcript.
Fixed an issue where chat transcripts created through the API weren't appearing in agent conversations.
Fixed an issue where voicemails disappeared from the agent's queue and didn't appear in voicemail history or reports.
Fixed an issue where the agent adapter displayed Escalated Virtual Agent Call instead of IVR Callback after connecting during a callback.
Fixed an issue where chat disposition selections reset during wrap-up, particularly when Agent Assist was enabled.
Fixed an issue where custom fields in dialer list uploads worked only if the column headers were in all caps.
Fixed an issue where the email adapter didn't start up.
Advanced reporting dashboards 4.12
We've released version 4.12 of the advanced reporting dashboards.
Repeat contacts data added to advanced reporting dashboards
Repeat contacts data is now available in the following advanced reporting dashboards:
Real-time Queue Monitoring - Calls and Real-time Queue Monitoring - Chats: new Total Repeat Contacts tile. For more information, see Queue monitoring dashboards.
All Interactions - Calls and All Interactions - Chats: new Repeat Contact column in the Call Metric Detail and Chat Metric Detail tables.
Real-time Calls - Calls Connected and Real-time Chats - Chats Connected: new Repeat Contact column in the Connected Calls and Connected Chats tables.
New Total Queued Answered metric in the Chat Queue Metrics Explore
The Chat Queue Metrics Explore now includes the Total Queued Answered metric. This metric provides a precise count of chats answered from the queue, providing accurate Service Level Agreement (SLA) and answer rate calculations where the standard "handled" metric might not apply—for example, if a chat is answered and then immediately disconnected.
The following issues were addressed in this release:
Fixed an issue where fields for hourly and 30-minute intervals in call queue metrics didn't display detailed data over long date ranges.
Fixed an issue where the Teams Filter filter displayed incorrect data.
Fixed an issue where calls that started at a specific time didn't appear in their corresponding time windows.
Fixed an issue in the Agent Activity dashboard where the Created By column attributed status changes to an agent when an administrator performed the changes.
Fixed an issue where historical call and chat metrics displayed incorrect timestamps.
On the Real-time Queue Monitoring - Calls and Real-time Queue Monitoring - Chats dashboards, in the Historical Data tables, the Avg CSAT column was renamed CSAT.
Fixed an issue on the Channel Interval - Calls and Channel Interval - Chats dashboards where drill-down views in the trend tiles displayed incorrect information or were empty.
Fixed an issue in the Queue Group Performance - All dashboard where blue highlighting wasn't applied to populated fields in the Queue Group Performance Calls and Queue Group Performance Chats tables.
Google Cloud CCaaS 4.16
We've released version 4.16 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.
Agent Assist is available for calls and chats that are unassociated with a queue
You can now turn on Agent Assist for calls and chats at the team level. That means that Agent Assist is available for interactions that aren't associated with a queue, such as direct inbound calls and outbound calls with no queue selected.
Administrators: In the Settings > Users & Teams > Manage Users & Teams > edit TEAM_NAME pane, there's a new Agent Assist section.
For more information, see Configure Agent Assist at the team level.
New HubSpot CRM ticket view: Help desk view
You can now configure which CRM ticket view your HubSpot integration uses: Standard view, or the new real-time Help desk view.
Administrators: In the Settings > Developer Settings > select HubSpot pane, there's a new CRM Ticket View section.
For more information, see Configure HubSpot.
Play pre-recorded audio for virtual agents
Dialogflow lets virtual agents respond with pre-recorded audio. This lets you use high-quality audio files instead of standard text-to-speech. This capability is available for all voice channels, including inbound and outbound calls. It's available for support virtual agents, task virtual agents, and post-session virtual agents. For more information, see Play pre-recorded audio.
Configure the ringing timeout for virtual agent transfers to SIP endpoints
Twilio users can configure the ringing timeout for outbound calls that virtual
agents transfer to SIP endpoints. Add the sip_ring_timeout field to the
virtual agent's custom payload to set the ringing period for up to 600 seconds.
This allows calls to internal extensions or Unified Communications (UC)
destinations sufficient time to be answered before disconnection. For more
information, see Transfer a call to a SIP
endpoint.
The following issues were addressed in this release:
Fixed an issue with React Native integrations where the email adapter wouldn't load. TBD - confirm that there's only one bug related to the email adapter not loading with React Native integrations.
Fixed an issue where enabling chat redaction caused the unredacted messages to be redacted in the chat adapter.
Fixed an issue where calls continued to be recorded after being transferred to a third-party number, even when the Continue Call recording to Third Party Numbers after the agent leaves the call setting was cleared.
Fixed an issue where emails were automatically assigned to users without agent roles.
Fixed an issue where the global Overcapacity Deflection Messages setting was configured for Uploading Audio Recordings, but queues inheriting global settings incorrectly displayed Text-to-speech in the UI.
Fixed an issue where agents couldn't transfer a chat within the same queue.
Fixed an issue where incoming calls unexpectedly ended with 603 decline errors after ringing for 13 seconds.
Fixed an issue in the Agent Desktop where the session ID didn't match the call ID for the same interaction.
Fixed an issue where user search results didn't display users in locations with the same first three letters of the name when searching for partial locations.
Fixed an issue that let end-users interact with a mailbox immediately after switching to a different mailbox, causing synchronization issues.
Fixed an issue where overcapacity deflection didn't work for direct inbound calls.
Fixed an issue where the Reporting API changed the data types of some response fields. This caused data type mismatches in the reports that the API returned.
Mobile SDK for Android version 2.15.2 patch
This patch updates the following for the mobile SDK for Android:
Updates minSdkVersion to 25.
Upgrades the following dependencies:
Twilio Conversations to 6.2.1
Twilio Voice to 6.10.2
Web SDK version 2 will be shut down on June 26, 2026
On June 26, 2025, we announced the launch of Web SDK version 3. Starting on June 26, 2026, the web SDK v2 will no longer function. Be sure to update your website to use the web SDK v3 before that date to avoid breaking your integration with the web SDK. We are no longer adding new features to the web SDK v2.
]]>Google Cloud CCaaS 4.12
We've released version 4.12 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.
Support for creating chat virtual agents using CX Agent Studio
Contact Center AI Platform supports creating chat virtual agents using Customer Experience Agent Studio (CX Agent Studio). This expands on its existing support for creating voice virtual agents with CX Agent Studio.
For more information, see Create and integrate Customer Experience Agent Studio agents.
Callback fulfillment hours
You can configure callback fulfillment hours, which are the hours when your contact center fulfills callbacks. If you enable callback rollovers to the next day, callbacks that are scheduled outside of these hours are rolled over to the next day. If you don't enable callback rollovers, callbacks that are scheduled outside of these hours are canceled. Callback fulfillment hours aren't available by default. To use this capability, ask your Google contact to turn it on for your instance. For more information, see Callback fulfillment hours.
Improved support for multiple agent matches for agent extension searches
When an end-user inputs an agent extension number at the beginning of a call and there are multiple agent matches, the system now reads agent matches in groups of eight. This gets the end-user to the correct agent faster. We've added the following new extension directory messages to help guide the end-user to the correct agent:
Multiple agents found
Search results next page
End of search results
For more information, see Extension directory messages.
HubSpot lookup against company profiles
HubSpot integrations now support lookups against Company profiles. Administrators can configure primary and secondary lookup objects, allowing the system to search for end-users across both Contacts and Companies to ensure accurate identification during active sessions.
For more information, see HubSpot lookup against company profiles.
HubSpot: Mobile Phone Number Lookup
Admins can now enable mobile phone number lookups for HubSpot integrations to ensure callers are accurately matched with existing contacts. To activate this, navigate to Settings > Developer Settings > CRM and check the Mobile phone number lookup box in the new Phone Number Lookup section. Once enabled, the system will automatically search both the "Phone number" and "Mobile phone number" fields in HubSpot during incoming voice or chat sessions. For more information, see HubSpot mobile phone number lookup.
Improved controls for predictive campaigns
We've added the following controls to predictive campaigns to reduce the risk of call abandonment due to overdialing. These controls let you ramp up dialing rates more naturally and consistently.
Max Calls Per Agent
Target Agent Occupancy
We've also made the Max Abandonment % setting optional, for campaigns that don't require maintaining a maximum abandonment percentage.
Administrators: When you click Campaigns > Add Campaign > Mode > Predictive, the new controls appear in the Add Campaign dialog.
For more information, see Predictive campaigns.
Resume chat endpoint
You can use the new chats/CHAT_ID/resume endpoint to resume chat sessions that
are in dismissed or va_dismissed status. Resumed chat sessions display the
chat history to both the end-user and the agent.
For more information, see Resume a chat.
The following issues were addressed in this release:
Fixed an issue for Zendesk users where using click-to-dial from a private note failed to display existing tickets for outbound calls, forcing agents to create new tickets.
Fixed an issue for Brightspeed users where the CRM link in the agent adapter didn't open during calls or chats.
Fixed an issue where call recordings between agents and end-users didn't upload to Salesforce promptly.
Fixed an issue where agents placing an outbound call couldn't select queues from their parent team.
Fixed an issue where agent status durations continued to accrue even after agents logged out or went offline.
Fixed an issue where web queue redirects didn't work with domains ending in
.today.
Fixed an issue in the Agent dashboard where team names with a forward
slash displayed the HTML character entity (/) instead of the forward
slash.
Fixed an issue where changing agent status after completing wrap-up displayed the wrap-up screen instead of the new status.
Fixed an issue where the default global contact list was missing, despite being enabled, preventing end-users from accessing this directory.
Fixed an issue where virtual agent calls weren't recorded and uploaded to external storage even when call recording was turned on.
Fixed an issue where outbound calls were incorrectly prompting for customer satisfaction (CSAT) feedback when a menu was assigned.
Fixed an issue where the French Canadian translation for "wrap-up" was inconsistent between the chat adapter and notes panel.
Fixed an issue where filtering agents by Team on the Agents tab resulted in significant delays.
Fixed an issue where users were unable to download reports from the virtual agent dashboard and chat history if the requested date range exceeded the storage retention period.
Fixed an issue where SMS, WhatsApp, and AMB queues that were copied from Web or IVR channels incorrectly inherited transfer restrictions, preventing agents from transferring chats.
Fixed an issue where users were unable to upload a key when adding or editing a redaction platform under developer settings.
Fixed an issue where call recording links were not being pushed to HubSpot cases as expected.
Fixed an issue where agents intermittently failed to connect to incoming calls and were immediately disconnected, causing calls to requeue or drop unexpectedly.
Fixed an issue where chat and call queues appeared unavailable for transfers when destination agents reached maximum capacity or were in an unavailable status.
Fixed an issue where toggling the Whisper Announcement or Countdown settings in Automatic Redirection would unintentionally disable the Customize Greetings Announcement option.
Fixed an issue where callback selections made after a virtual agent handover were not accurately reflected in downloadable reports.
Fixed an issue where the Available filter didn't display agents that were available to receive a transfer.
Fixed an issue with Alvaria Workforce integrations where files were rejected due to a random suffix added to the RECORDKEY value.
Fixed an issue where two end-users could be connected simultaneously to a single agent during campaign calls.
Fixed an issue where the inactive chat dismissal timer did not reset after a conversation was escalated from a virtual agent to a live agent queue.
Fixed an issue where transcript metadata files were sometimes stored in the folder for the following day instead of matching the transcript file date, ensuring all metadata and transcript files are now consistently organized by the correct chat end date.
Fixed an issue where agents appeared available but were unable to receive or be re-offered calls due to repeated WebSocket presence updates and connection expirations.
Fixed an issue where Direct Access Points configured with SIP URIs containing spaces or non-standard formats failed to route calls correctly.
Fixed an issue where the Agents tab filter in the UJET Portal displayed "All undefined" and was unclickable, preventing manual agent selection.
Fixed an issue where managers could access queue reports requested by other managers, even if they were not involved in the relevant queues.
Fixed an issue where searching by Location on the Users & Teams page could return agents who no longer matched the search criteria. Search results now accurately reflect current agent locations.
Fixed an issue where users did not see a message indicating that no time slots were available when selecting a queue with no available time slots.
Fixed an issue where the fetch time slots endpoint incorrectly included non-working days when calculating available future time slots.
Fixed an issue where call recordings failed to convert from MP3 to WAV, preventing playback in Call Quality Assurance tools that require WAV format.
Fixed an issue where, after a warm call transfer, if Agent 1 left the call and Agent 2 resumed the conversation, there was no audio between Agent 2 and the end user.
Fixed a 500 Internal Server Error that occurred when administrators tried to add a new language (for example, Danish) under the "Languages and Message" settings. This error prevented the language from being added to the list.
Fixed an issue where the chat widget landmark was missing an accessible label. The chat widget now includes an aria-label matching the chat button label.
We have updated the session metadata to provide a strict distinction between Escalations and Transfers. This ensures that reporting accurately reflects the business context of how a session moves between resources. The session metadata will now categorize these events as follows:
Escalation: Recorded only when a Virtual Agent transfers a session to a Human Agent.
Transfer: Recorded for all other routing scenarios, including:
Human Agent > Human Agent
Virtual Agent > Virtual Agent (Support or Task)
Human Agent > Virtual Agent
Fixed an issue where updating a contact's mobile phone number during an interaction would incorrectly overwrite the existing phone number field.
Fixed an issue where chats that ended due to end user timeout or disconnection were incorrectly shown as "undefined" in the Interaction Outcome column of platform reports.
Fixed an issue in WFM data where the handle count was showing incorrect information if a chat spanned multiple intervals.
Fixed a data discrepancy in NICE WFM interval reports where chat metrics (specifically ContactsReceived and HandledLong) were incorrectly showing activity during time intervals where no chats actually occurred.
Fixed an issue where calls transferred using warm transfer to another queue were incorrectly deflected due to overcapacity, resulting in a cold transfer instead.
Fixed an issue where agents with multiple custom roles were incorrectly prevented from changing to certain statuses due to role restriction logic.
Fixed an issue where changing the "Custom After Hours Deflection" setting in queue configuration would incorrectly reset wrap up settings from "Queue" to "Global."
Fixed an issue where users with custom roles and correct permissions for Queues were unable to add teams.
Fixed an issue where the right-side columns on the outbound phone numbers page were not visible and could not be accessed when the browser window was too small.
Fixed a web SDK issue where the chat modal on Android Chrome was not recognized by screen readers due to a missing dialog role.
Fixed a web SDK issue where elements behind the Text size menu overlay were focusable, ensuring that keyboard focus now remains on the Text size menu until it is dismissed by the user.
Fixed a web SDK issue where the "Request a call" option in the chat widget was not accessible to screen reader or keyboard-only users.
Fixed an issue where agents were incorrectly presented with a manual "Answer" button and placed in "Missed Call" status after a single missed Deltacast, even when auto answer was enabled.
Fixed an issue where transferring a direct outbound call to a queue could fail with a "Not Found" error, even when the target menu and agents were available.
Fixed an issue where the disposition list was not displaying in the configured custom order and instead appeared alphabetically in both Agent Desktop and standard Agent Adapter.
Fixed an issue where the user inactivity timeout setting did not consistently log out users as configured.
Fixed an issue where queue channels and menu options would intermittently disappear or fail to load correctly due to delays in feature flag initialization.
Fixed an issue where adding multiple agents to a team would fail if any selected user was already a member, resulting in a vague error and no agents being added.
Fixed an issue in Progressive Campaigns where agents were intermittently connected to two outbound call targets simultaneously. This occurred when a dial attempt terminated immediately but failed to detach from the conference bridge before the next attempt connected.
Fixed an issue where deleting a queue that was the target of an automatic redirection could cause transfer options to fail to load for agents.
Fixed an issue where adding multiple agents to a team would fail if any selected user was already a member, resulting in a vague error and no agents being added.
Fixed the following issues that occurred with dual-channel and segmented call recordings:
Calls escalated from virtual agents weren't being recorded properly.
Recordings of conversations with transferred agents were missing.
Fixed an issue where chats escalated from a virtual agent to a human agent queue were incorrectly set to auto answer.
Fixed an issue where the call recording warning message didn't play for callbacks initiated by virtual agent escalation when the destination queue exceeded capacity.
Fixed an issue where search results in the Directory tab of the Transfer/Add party screen in the call adapter persisted after closing and reopening the screen.
Fixed an issue where the call adapter displayed an error when the Call button was clicked.
Fixed an issue where uploading an automatic-redirection audio recording in one IVR queue caused the recording to incorrectly appear in a different IVR queue.
Fixed an issue where custom agent statuses restricted to specific roles weren't visible to users assigned those roles.
Fixed an issue where contacts added to an outbound campaign using the
/outbound_dialer/campaigns/CAMPAIGN_ID/contacts endpoint weren't dialed.
Fixed an issue where users who authenticated with Single Sign-On (SSO) couldn't update their profiles due to an invalid password error.
Fixed an issue where the queue list on the Settings > Queues page didn't load for instances with a large number of queues.
Fixed an issue where the interaction history in the agent adapter incorrectly displayed as empty.
Fixed an issue where Salesforce account lookup settings couldn't be saved
when selecting the Person Account object and record types.
Fixed an issue in the chat adapter where the Previous Interactions summary displayed duplicate section headings (Customer Satisfaction and Action) and an incorrect section heading (Label).
Fixed an issue where team managers couldn't download agent reports when selecting the All Agents filter.
Fixed an issue where the system didn't record the failure reason when a virtual agent tried to escalate a chat to a human agent outside of operating hours.
Fixed an issue where using the Bulk User Management tool to deactivate users failed.
Fixed an issue where the Monitoring Chat screen displayed chats incorrectly, with misaligned chat bubbles, incorrectly formatted bullets, and missing sender names and timestamps.
Fixed an issue where the Directory screen in the call adapter appeared empty when an agent tried to start an internal call transfer to another agent.
Fixed an issue where agent prioritization for deltacast selection was incorrect.
Fixed an issue that occurred when a human agent didn't respond to a transferred or auto-answered session. The system incorrectly recorded the termination reason as "agent stopped responding" instead of "timeout waiting for agent message".
Fixed a web SDK issue where underscores in text (for example, in email addresses like user_name@example.com) were incorrectly removed in messages to end-users.
Fixed a web SDK issue for iOS users where the Yes and No buttons in the survey request at the end of a chat were hidden.
Advanced reporting dashboards 4.0
We've released version 4.0 of the advanced reporting dashboards.
Voicemails dashboard
With the Voicemails dashboard, get insights into the volume of voicemails received by your contact center and the performance of your agents in responding to them. This includes the number of voicemails received, the number of voicemails accessed by agents, and the average agent response time. For more information, see Voicemails dashboard.
Queue Performance dashboard
With the Queue Performance - Calls and Queue Performance - Chats dashboards, get performance metrics by queue for your call and chat sessions. This includes queue interaction volume, abandons, handle time, callbacks, sentiment, and CSAT. For more information, see Queue Performance dashboards.
Update to the Virtual agent dashboard for wait-time virtual agent metrics
The Virtual agent dashboard includes the following new tiles to measure the activity of wait-time virtual agents while end-users wait in queue:
Total VA In-Queue Interactions (calls only): the number of calls where wait-time virtual agents were active while end-users were in a queue
Total VA In-Queue Time (calls only): the total time that wait-time virtual agents were active while end-users were in a queue
Avg VA In-Queue Time (calls only): the average time that wait-time virtual agents were active while end-users were in a queue
For more information, see Virtual agent dashboards.
Advanced reporting is available in French Canadian
Advanced reporting dashboards are now available in French Canadian. For more information about configuring your instance for location and language, see Configure location and language.
Improved analytics for Queue Interval and Channel Interval dashboards
We've improved the detailed information available for the Queue Interval and Channel Interval dashboards:
Queue Interval dashboards: Click a bar in the SLA by Interval tile to get historical call or chat queue metrics for that interval.
Channel Interval dashboards: Click a data point on the trend line in the Service Level Trend, AHT Trend, Queue Time Trend, CSAT Trend, or Transfer Trend tile to get historical call or chat queue metrics for that interval.
The following issues were addressed in this release:
Fixed an issue where the Start Time and End Time filters weren't correctly applied to summary metrics on the Agent Performance dashboard and historical reports.
Fixed an issue where calls returned to queues due to agent connectivity or microphone errors didn't appear in the Queued Calls dashboard.
Fixed an issue on the CSAT Dashboard - Calls dashboard where the direction in the Direction filter couldn't be selected.
Fixed an issue in dashboards with a Time Format filter. When users selected Seconds in this filter, single-value tiles displayed decimals instead of whole numbers.
Updated the format of time duration fields in Explores from HH:MM:SS to
MM:SS for durations of less than one hour. For example, 00:10:20 changed
to 10:20.
Fixed an issue where the Total Failed metric incorrectly counted a maximum of one failure per call or chat session.
Fixed time duration fields so that values represent the number of seconds rather than a fraction of a day.
Fixed an issue where the Queue Abandon % tile was missing from the Abandons dashboards.
Fixed an issue on the Failed Sessions dashboards where the Queue Name column of the Historical table and the Queue Name filter weren't appearing.
Fixed an issue where the Time Format filter was missing from dashboards.
In the Real-time Calls, Real-time Chats, Queue Group Performance, and Email dashboards, the naming of fields such as "assigned at", "created at", and "ended at" was improved in the Explores to make them clearer. For example, on the Real-time Chats - Chats Connected dashboard, in the Chat Metrics (Live) Explore, Chat > Started At Date > Date and Chat > Started At Date > Month changed to Chat > Started At > Started At Date and Chat > Started At > Started At Month.
Fixed an issue where the Agent preferences table displayed an incorrect date and timestamp.
Fixed an issue where the Location filter on the All interactions for Chats dashboard didn't display data in some tiles.
Fixed an issue where deactivated users appeared in dashboards.
Fixed an issue where outbound calls that weren't associated with queues appeared in the Queue Performance dashboard.
Fixed performance issues on the Agent Performance dashboard.
Fixed an issue on the Failed Interactions dashboard where the Outbound Phone Numbers filter didn't display any values.
Fixed an issue where the Queue Interactions metric included the short abandons count.
Fixed an issue on the Queue Group Performance - All dashboard where the Locations filter didn't display all values.
Mobile SDK patch
This patch fixes an iOS SDK issue where end-users were directed to an unresponsive support page after closing a chat session and completing the post-chat survey.
]]>Google Cloud CCaaS 4.0 patch
This patch does the following:
Fixes an issue where voicemails were being routed to agents who were not assigned to the intended queue.
Adds the ability to disable the IVR greeting message, both at the global level and at the Direct Access Point queue level.
Lets an agent and an end-user join a call simultaneously.
Google Cloud CCaaS 4.0
We've released version 4.0 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.
Salesforce Service Cloud: new secondary lookup object
The Salesforce Service Cloud integration can now use a secondary lookup object to identify customer records when the primary lookup object returns no results. This helps prevent the creation of duplicate records.
Administrators: When you click Settings > Developer Settings > CRM > Salesforce > SFDC Cloud Selection > Service Cloud, a new Secondary Lookup Object checkbox appears in the Account Lookup section.
For more information, see Configure account lookup and field mapping.
Raw data export: new call_participants data type
We've added the call_participants data type to raw data export. This data type
helps you track the following escalation details for wait-time virtual agents:
The amount of time the wait-time virtual agent spent in queue.
The number of events sent to the wait-time virtual agent while it was in queue.
For more information, see Raw data export dictionary.
The following issues were addressed in this release:
Fixed the following issues with the standard (non-advanced reporting) dashboards:
The Dashboard > Queue Reports dashboard had broken table headers.
The Dashboard > Call dashboard was missing metrics labels in the LOGGED IN AGENT tile.
Fixed an issue where calls were mistakenly saved in MP3 format rather than WAV format in external storage.
Fixed an issue that occurred after an agent put an end-user on hold, transferred the call to another agent, and then left the call. When the remaining agent took the end-user off hold, the agent and the end-user couldn't hear each other.
Fixed an issue with NICE WFM export where queue abandoned calls were inaccurately reported to the WFM system.
Fixed an issue where the Assign Human Agents page for queues appeared blank, preventing administrators from viewing or managing agent assignments.
Fixed an issue where an email with a message ID longer than 255 characters failed to process and blocked the processing of other emails.
Fixed an issue where agents in the In-email status didn't receive incoming calls or chats.
Fixed an issue where CSAT ratings were missing from metadata files and raw data exports.
Fixed an issue where Salesforce integrations incorrectly created duplicate cases for a single outbound call.
Fixed an issue where unsupported settings, such as Cascade Conditions and Wrap-up settings, mistakenly appeared in the queue menu settings for Apple Messages for Business queues.
Fixed an issue where attempting to barge into a chat while monitoring it
returned a You are already in Chat error instead of completing the action.
Fixed an agent desktop issue where the New photo received banner reappeared after viewing a photo and switching between active chat tabs.
Fixed an issue where Direct Access Points failed to route calls correctly for SIP URIs with spaces or non-standard formats.
Fixed an issue where an agent's personal contact name was mistakenly displayed as the caller ID to other agents when they received a call from the agent.
Fixed an issue where agents appeared as Available in the Agent Activity
Timeline report after signing out.
Fixed an issue where Salesforce integrations created duplicate cases for a single outbound call.
Advanced reporting dashboards 3.43
We've released version 3.43 of the advanced reporting dashboards.
Performance overview dashboard
The performance overview dashboard now includes the following tiles:
Avg Queue Time: the average time a session (call or chat) spent in a queue until an agent accepted it or the end-user abandoned it
Avg Queue Abandon Time: the average time that sessions (calls or chats) waited in a queue before being disconnected without an agent accepting them
Sentiment Score: the average sentiment score for sessions (calls or chats)
For more information, see Performance overview dashboard.
Email dashboard
The Email dashboard now includes the following table:
For more information, see Email.
The following issues were addressed in this release:
Fixed an issue on the Agent Performance dashboard where the Disconnect
Status field for chats incorrectly displayed Unknown or was empty.
Fixed an issue on the All Interactions - Calls dashboard where the SLA% and SLA% by 30 Minute Interval tiles displayed the wrong calculations.
Fixed an issue where the Voice Inbound (Direct) and Voice Outbound
(Direct) values were missing from the Interaction Type filter on the
following dashboards:
Real-time Calls - Calls Queued
Real-time Queue Monitoring - Calls
Fixed an issue where the Call Type field on the Agent Productivity
Detailed - Calls table of the Agent Performance dashboard displayed
Unknown instead of Voice Inbound (Direct) or Voice Outbound (Direct).
Fixed the experience for filtering on the consumer phone number for the following dashboards:
All Interactions - Calls
Real-time Calls - Calls Connected
Abandons - Calls
Fixed an issue on the All Interactions - Calls dashboard where widgets weren't loading.
Fixed an issue on the Email dashboard where agent information was missing for email sessions that were started by the end-user.
Fixed an issue where the Consumer Phone Number field was missing from the following dashboards:
Agent Activity
Failed Sessions - Calls
Missed Interactions - Calls
Abandons - Calls
CSAT - Calls
We also renamed the Customer ANI field to Consumer Phone Number.
Google Cloud CCaaS 3.44
We've released version 3.44 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.
Support for French Canadian in the Google Cloud CCaaS portal
You can now view the Google Cloud CCaaS portal in French Canadian.
Agent desktop: dynamically control the custom panel language
You can now use the {AGENT_LOCATION_LANGUAGE} or the {AGENT_LANGUAGE}
variable in a query parameter in your custom URL to dynamically control the
language for a custom panel:
Agent location language: Add the {AGENT_LOCATION_LANGUAGE} variable to
your URL to display the custom panel in the language of the agent's assigned
location.
Agent language: Add the {AGENT_LANGUAGE} variable to your URL to
display the custom panel in the language selected by the agent in the agent
desktop language selector.
For more information, see Dynamically control the custom-panel language.
Assigned agent tags
Assigned agent tags let you see at a glance which agent is assigned to each email in an email list and which emails are unassigned. An agent assignment tag is a round tag containing an agent's initials, which indicate the agent assigned to an email.
Administrators: In the Settings > Email > General > Email Management section, there's a new Enable Assigned Agent Initials on Email List View checkbox.
For more information, see Assigned agent tags.
Edit email subject lines
Agents can now modify email subject lines when replying to or forwarding email messages. This lets agents add context to the subject line, such as ticket numbers or case details. The system maintains the session ID and keeps the conversation thread intact.
Administrators: In the Settings > Email > General > Email Management section, there's a new Enable Subject Line Editing checkbox.
For more information, see Let agents edit the subject lines in emails.
Send DTMF tones in the agent adapter using the keyboard
An agent can now use their keyboard to type or paste alphanumeric strings directly into the call adapter to play DTMF tones, with the appropriate pauses. This capability eliminates the need to click number buttons on a virtual keypad. This streamlines data entry during IVR, web, and mobile calls and improves accessibility.
User experience change: The Dial button on the call adapter has been renamed Keypad.
For more information, see In-call interface.
New @{END_USER_NUMBER} variable
You can use the new @{END_USER_NUMBER} variable to read out the end-user's
phone number in a message to leave a voicemail or request a callback. Reading
out the end-user's phone number helps them confirm whether they want to use it
or a different number. To use this capability, add the @{END_USER_NUMBER}
variable to the Callback - Request Phone Number and Voicemail - Request
Phone Number text-to-speech message fields. You can configure this at the
global or queue level.
For more information, see Read out a phone number in a voicemail or callback message.
Disable multicast for call routing
You can now disable multicast to ensure that the system offers calls to only one agent at a time through deltacast. When you disable multicast, the system uses only deltacast attempts to find an agent. If no agent accepts the deltacast, the call isn't multicasted to all available agents. Instead, it follows your logic for cascade groups or overcapacity deflection. All other deltacast rules, such as maximum queue time, remain in effect.
Administrators: The new Disable Multicast fallback after all Deltacast attempts checkbox appears in the following places:
Settings > Operation Management > Routing > Call Routing
Settings > Operation Management > Routing > Chat Routing
Settings > Queue > IVR or Mobile or Web
> Edit / View > QUEUE_NAME > Routing
> Configure > Call Routing
Settings > Queue > IVR or Mobile or Web
> Edit / View > QUEUE_NAME > Routing
> Configure > Chat Routing
For more information, see Turn on deltacast for calls globally and Turn on deltacast for calls at the queue level.
Improvements to end-user to agent calling
The following improvements are available for end-user to agent calling:
You can control whether end-users can input an agent's extension number at the beginning of a call.
You can add a message at the beginning of a call prompting the end-user to enter an extension number.
End-users can input an agent's extension number in the extension directory.
Administrators:
A new Extension Input Settings section appears in the Settings > Call > Agent Extensions > Consumer to Agent Calls section.
New and updated messages appear in the Settings > Languages & Messages > Audible Messages > Extension Directory Messages section.
For more information, see End-user to agent calling.
Improvements to deflection message management
Agents can now upload message files from the call adapter to use for message and voicemail greetings. These files support after-hours deflection, overcapacity deflection, and automatic redirection.
A new Upload audio recording option appears in the call adapter in the following locations:
Options > Agent Deflections > After hours deflection
Options > Agent Deflections > Overcapacity deflection
Options > Agent Deflections > Automatic redirections
If you make changes to an agent's after-hours deflection settings, overcapacity deflection settings, or automatic redirection settings, you can now revert to the settings that the agent selected in the call adapter. The Revert to agent settings button appears in the Agent Call Deflections section on the agent's Edit User page. To access the agent's Edit User page, go to the Settings > Users & Teams page.
For more information, see Configure deflections at the agent level and Set deflections for extension calls.
Apps API: new end_user.phone parameter
The apps API accepts an optional end_user.phone parameter during chat
creation. This parameter enables CRM lookup using the end-user's phone number,
which lets the chat adapter display the end-user's name.
For more information, see Create chat.
Apps API: new endpoint for adding a third party to a call
The apps API now includes an endpoint
(/calls/add/CALL_ID/dial) to add a third party to
an ongoing call. When you make a request to this endpoint, the system
automatically dials the third-party's phone number, and the agent's call adapter
displays the Calling screen.
For more information, see Add a third party to a call.
Custom data-collection forms for chats are available in the web SDK
Your human agents and virtual agents can now send custom data-collection forms to end-users using the web SDK.
Administrators: The Web chat checkbox appears at Settings > Forms > Add template > Custom form.
For more information, see Add a custom form.
The following issues were addressed in this release:
Fixed an issue where calls were incorrectly deflected to voicemail during scheduled holidays instead of connecting to the virtual agent.
Fixed an issue where the queue_id value passed to post-session virtual
agents was incorrect during complex transfer flows, such as human-agent to
virtual-agent to human-agent transfers.
Fixed an Agent Assist issue where the autogenerated session summary didn't include the conversation context from the virtual agent segment after a transfer to a human agent.
Fixed an issue where the virtual agent incorrectly terminated a chat session immediately after escalating it to a human agent.
Fixed an issue causing inaccurate reporting for chats escalated from a virtual agent to a human agent. The system failed to record the initial virtual agent to human agent escalation in the transfer history and used an incorrect originating queue for subsequent transfers.
Fixed an issue where source links were missing from knowledge assist answers in the agent adapter during calls.
Fixed an issue affecting Telnyx users where selecting Stop Monitoring didn't fully terminate monitoring sessions.
Fixed an issue where call transcript and session summary files saved to
external storage had incorrect filenames. The variables in the filenames,
such as {% verbatim %}{{date}}{%endverbatim %} and {% verbatim
%}{{session_start_time}}{% endverbatim %}, didn't resolve correctly.
Fixed an issue for Salesforce users where cases were not generated during calls, even when the Always use the admin user for all record creations/updates checkbox was selected.
Fixed an issue where photos received via blended SMS didn't display in the agent adapter.
Fixed an issue that caused errors when creating CRM records for abandoned calls in multi-language queues.
Fixed an issue where CRM skip options (for example, skipping CRM account creation or lookup) didn't correctly reset when switching between different CRM integrations.
Fixed an issue for Salesforce users where the dialpad appeared during click-to-dial.
Fixed an issue where the callParticipantFinished event didn't emit when an
agent performed a cold transfer.
Fixed an issue where WhatsApp messages received after business hours were mishandled. The system queued messages to agents instead of sending after-hours messages and ending the sessions.
Fixed an issue where the status timer in the chat adapter displayed incorrect elapsed times.
Fixed an issue where the agent desktop displayed agent statuses that were inconsistent with the standalone agent adapter.
Fixed an issue that caused 503 and 431 errors.
Fixed an issue in the chat adapter where the agent_joined_chat event
specified the wrong chat ID when the agent was handling multiple chats.
Fixed an issue where the chat adapter incorrectly labeled SMS message events as chat inbound messages when agents sent SMS chat messages.
Fixed an issue where newly created instances didn't create a global contact list, preventing the initial custom contact list from appearing.
Fixed an issue where attempting to copy a queue from the IVR channel to the SMS channel returned an error.
Fixed an issue where the menu language selected in Settings > Call > Fallback IVR Navigation reverted to English.
Fixed an issue where CRM records were created for outbound calls that ended
with a Connection Declined status, despite the Create CRM records for
abandoned calls checkbox being cleared.
Fixed an issue where the Agents dashboard filter incorrectly displayed agents in both parent and child queues.
Fixed an issue where notification rules based on average wait time didn't trigger alerts or send emails.
Improved the French Canadian translations for several default agent statuses. The changes include the following:
"Appel entrant" is now "Appel en cours."
"Dans la discussion" is now "Clavardage en cours."
"Synthèse" is now "Conclusion."
"Synthèse prolongée" is now "Temps de conclusion dépassé."
Fixed an issue where the Agents dashboard stopped refreshing, causing agent statuses to appear outdated or incorrect.
Fixed an issue where the agent directory appeared empty when an agent attempted to start an internal call transfer, preventing the agent from seeing available teammates.
Fixed a web SDK issue where the Content-Encoding response header was
missing for the widget.
Google Cloud CCaaS 3.42.121 and 3.43.153 patches
These patches fix a security vulnerability that could expose customers' Personally Identifiable Information (PII). There is no change to the agent experience.
]]>Web SDK version 2 will be shut down on June 26, 2026
On June 26, 2025, we announced the launch of Web SDK version 3. Starting on June 26, 2026, the web SDK v2 will no longer function. Be sure to update your website to use the web SDK v3 before that date to avoid breaking your integration with the web SDK. We are no longer adding new features to the web SDK v2.
]]>