Contact Center AI Platform release notes

Skip CRM account and record creation (Zendesk and ServiceNow)

You can now skip CRM account and record creation for Zendesk and ServiceNow. You can also adjust the CRM pop-up settings.

Agent status translation

You can translate the default, system, and custom agent statuses for the languages supported by Google Cloud Contact Center as a Service (CCaaS). Google Cloud CCaaS provides automatic translation of default and system statuses. It also lets you do translations manually. For more information, see Agent status translation.

Generative session summarization using Agent Assist

Agent Assist now supports generative session summarization for chat and voice sessions. Agents can view information about a customer's previous support interactions in the agent adapter, including generative session summaries, agent notes, and transcripts. This helps give agents the context they need for a customer and can improve overall handling times. Supervisors can view generative session summarizations for ongoing and completed sessions in the session monitoring pages.

Generative session summarizations are generated for an entire session and for segments of a session. Session segments are generated when a session is handled by multiple human or virtual agents.

Generative session summarization requires you to enable Agent Assist and configure external storage.

Generative knowledge assist using Agent Assist

Agents can now view knowledge articles while on a call or chat. These knowledge articles appear as clickable tiles in the agent adapter and are generated based on the ongoing conversation between the agent and end-user. Agents can click a tile to open the article in a browser tab. Agents can also search for knowledge articles using a search field in the agent adapter.

Queue transfer restrictions

You can control which queues or teams that agents can transfer sessions to. This provides more granular control over call flows and helps prevent improper transfers. For more information, see Restrict queue transfers.

Support for direct SIP REFER in virtual agent call transfers

Virtual assistant call transfers now support the direct SIP REFER method. This means you can pass useful information in the call transfer, such as caller intent and account information. Call transfer data is recorded as Planned Transfers in virtual assistant metrics. For more information, see Transfer a call to a SIP endpoint using the SIP REFER method.

Alvaria WFM for chat

Customers with Alvaria integrations can now receive chat session data. For more information, see Alvaria Workforce integration.

Clear the voicemails in a queue

You can now clear the voicemails in any queue from the Call settings page. For more information, see Clear voicemails from queues.

Queue operation statuses endpoint

We added a new API endpoint that lets you check whether a queue is in After Hours (AH) or Overcapacity (OC) status. For more information, see Queue operation statuses endpoint.

SDK parameters in the custom CRM lookup flow

You can now use SDK data parameters in the CRM lookup flow. For more information, see CRM lookup URLs.

Use the admin user for CRM API calls with Salesforce

Using Salesforce, you can now use the admin user for all CRM API calls for record creation and updating, while still allowing agents to retain ownership of CRM-specific actions. For more information, see Salesforce configuration.

New Agent_Assist_Started event

A new Agent_Assist_Added event is now available. This event contains the conversation ID for a specific agent assist session. For more information, see Agent Assist started.

Chat transcripts download

This capability is currently not available.

Display email session ID in the email adapter and email subject

You can now display the session ID in the email adapter and in the subject line of an email thread. For more information, see Append the session ID to email subject lines and Agent email adapter.

Clickable authentication icon

The authentication icon in the agent adapter can now be clicked by the agent to mark the customer as either authenticated or unauthenticated. For more information, see User profile flags for calls and User profile tags for chat.

Spelling and grammar check

The agent adapter now provides spelling and grammar checking. Agents can choose from spelling and grammar suggestions while entering text in the agent adapter. You can enable spelling and grammar check globally or at the queue level. For more information, see Check spelling and grammar.

Voice detection for auto-answer

You can now configure auto-answer to listen for an agent's voice after a call is connected. If no voice is detected after the specified time, the call is considered missed by the agent. For more information, see Auto answer.

New destinations for incoming SIP header data

You can now pass incoming SIP header data to session metadata files and CRM records. For more information, see Capture data parameters from inbound SIP headers.

Emergency calling

Agents in the US and Canada can now make calls to emergency services. Agents in Canada can make calls to other special services. You can set up queues for callback from emergency or special services. For more information, see Set up emergency and special services calling (US and Canada only).

Conversational Agents (Dialogflow CX) is supported in additional regions

Conversational Agents (Dialogflow CX) is now supported in additional regions. This can help you optimize performance by keeping your support agents closer to your services and end-users. For more information, see Regionalization and location settings.

Agent-level deflections

With agent-level deflections, you can let your agents set their own deflection options for agent to agent calls. There are deflections for over-capacity, after-hours, and automatic redirection. Agents can choose to deflect to a queue, a phone number, an outbound SIP transfer, voicemail, callback, or keep waiting. Agent-level deflections can also be configured globally. For more information, see Let an agent configure their own deflection options.

Rich messaging

With rich messaging, you can do the following when creating and sending messages: use bold, italic, and underline formatting; create bulleted and numbered lists; and add links. You can also add emojis to messages. This capability is available to agents in the chat adapter. It's also available to administrators when they configure chat shortcuts and the initial chat messages for the web SDK and the mobile SDKs. For more information, see Rich messaging.

First In First Out queue routing

With First In First Out queue routing, you can set equal priority for transferred calls and chats and non-transferred (standard) calls and chats. By default, transferred calls and chats have priority. For more information, see First in first out queue routing.

Direct inbound calling

With direct inbound calling, you can create direct phone numbers and assign them to agents or queues. This lets end-users call directly to an individual agent or queue, bypassing IVR queue trees. Administrators can enable inbound call recording and configure deflection options for direct inbound calls. For more information, see Direct phone numbers.

UPDATE: Session data is available in the agent adapter

You can configure CCAI Platform so that users can view session data in the agent adapter. This includes virtual agent session variables and custom data from the web and mobile SDKs. This information can be useful for an agent to get additional information during a session, or for a supervisor to get an overview of a session that they barge into. For more information, see View session data in the agent adapter.

Raw data export

With raw data export, you can export detailed CCAI Platform session data to an external storage bucket. With this data you can get insights into calls, chats, emails, queues, agent performance, virtual agents, and more. For more information, see Raw data export.

Virtual agents can create and assign tickets for custom CRM apps

Virtual agents can now create and assign incoming tickets for custom CRM apps prior to a human agent taking the ticket. This capability was previously available only for some commercial CRM apps. For more information, see Configure the assignment of chat or call records created by virtual agents.

Barge is available for chat

Barge, which lets supervisors join or take over calls with end-users, is now available for chat. For more information, see Barge for calls and chat.

Reserved data attributes

With reserved data attributes, you can tag sessions with one of the following labels: Verified Customer, Bad Actor, or Repeat Customer. You can send this information to Google at the start of a session using an SDK, a SIP header, or the Apps API. With the API you can also send this information after the session starts. After we receive this information we display it in the agent adapter so the agent or a supervisor can act accordingly. For more information, see Reserved data attributes.

Private Service Connect and Organization Policy Service

You can create Contact Center AI Platform (CCAIP) instances that are configured for private access, which restricts access to them over the public internet. You can then set up Private Service Connect, which lets your agents, managers, and CCAIP administrators access the private instances. This is done using your own internal IP address, keeping your traffic within Google Cloud. Private Service Connect doesn't prevent end-users from contacting your contact center as they normally would. Private Service Connect is in Preview. For more information, see Set up Private Service Connect.

You can also use Google Cloud Organization Policy to get centralized, programmatic control over your organization's resources. If you want more granular, customizable control over the specific fields that are restricted in your organization policies, you can create custom constraints. For more information, see Manage Contact Center AI Platform resources using custom constraints .

Cancel partial responses for virtual agents

You can now configure virtual agents (VAs) to enable cancellation of the playback of partial-responses fulfillment when the final fulfillment is returned. For example, if a webhook is called by the VA and partial responses is enabled, the fulfillment is returned to CCAI Platform and it starts playing the message to the end-user. If the final fulfillment is sent by Dialogflow to CCAI Platform while the partial-responses fulfillment is still being played, it is possible to interrupt this playback and play the final fulfillment.

For more information, see Support for partial response in Dialogflow CX.

New force logout endpoint in the Apps API

You can now do a force logout on agents, using agent ID or IP address, by making a POST call to a new Apps API endpoint: POST /apps/api/v1/agent_statuses/force_logout. This endpoint lets you immediately log out an agent who is not currently on a call or chat. If the agent is on a call or chat, they are automatically logged out after the call or chat ends.

Updated agent statuses endpoint

The agent statuses endpoint, apps/api/v1/agent_statuses, now returns an agent's IP address.

Contact lists

Agents can now use contact lists, which improve the organization and accessibility of external contacts. Agents can use a centralized workspace to create a personal contact list or a favorite contact list. Agents can access global and custom lists, depending on how your configure CCAIP. Administrators have the ability to: (1) Manage list visibility at the team or queue level, (2) Bulk upload CSV files containing contact lists, and (3) Add, edit, or delete contacts and destinations, including SIP URI addresses and phone numbers. For more information, see Contact lists and Use contacts.

Auto answer settings are relocated

The following auto answer settings for calls and chats have been relocated. Functionality remains the same:

Global settings (moved to the Operations Management Routing page):

• Old Locations:

  • Calls: Settings > Call

  • Chats: Settings > Chat

• New Locations:

  • Calls: Settings > Operation Management > Routing > Call Routing > Deltacast

  • Chats: Settings > Operation Management > Routing > Chat Routing > Deltacast

Queue-level settings (moved to the Deltacast Settings page):

• Old Locations:

  • Calls: Settings > Queue > [IVR] [Mobile] [Web]

  • Chats: Settings > Queue > Web

• New Locations:

  • Calls: Settings > Queue > [IVR] [Mobile] [Web] > Routing > Call Routing > Deltacast

  • Chats: Settings > Queue > Web > Routing > Call Routing > Deltacast

For more information, see Auto answer.

End-of-session transfers for virtual agents

You can now set up a virtual agent (VA) to handle end-of-session interactions. When a live agent ends a session, it's transferred to a VA for wrap-up. You can use end-of-session transfers for interactions such as post-session surveys or feedback. This feature is available for both calls and chats.

Queue-level whisper settings for calls

Whisper settings for calls are now available at the queue level. This feature allows you to turn off whisper messages for specific queues or customize the whisper message. For example, on a billing queue, you could provide agents with instructions such as, "Call coming through the billing queue. Remember to redact if taking any payments." In addition, you can customize the call countdown timer and enable Use countdown at the queue level for calls.

For more information, see Configure whisper announcements at the queue level.

Workforce management

Workforce management (WFM) provides simple, flexible, real-time forecasting, scheduling, and adherence monitoring. Here are some key features:

• Dynamic scheduling to optimize staffing. Save time by automating scheduling based on expected staffing needs. Allow agents to pick their schedule based on availability and skillset. WFM is customizable so you can create schedules that account for agent skills, time zones, channel coverage, employee time-off requests, and more.

• Intelligent, flexible forecasting. Quickly create accurate omnichannel forecasts that model staffing requirements using both historical and real-time data. Interval, weekly, and monthly patterns and in-forecast updates provide day-to-day flexibility. You can make changes on the fly, or "set it and forget it."

• Schedule adherence. WFM helps you avoid costly mistakes by providing agents and managers with real-time access to adherence and performance monitoring. This helps to ensure that agents are in the right place at the right time so there are no gaps in your customer service experience.

For more information, see Workforce management.

Queue-level configuration of the cascade group timer

You can now configure the cascade group timer at the queue level, instead of only at the global level. This would be useful, for example, if you wanted the agents assigned to a VIP queue to have more time to answer before the session is moved to the next cascade group.

For more information, see Configure a cascade group at the queue level.

Queue-level configuration of the percent allocation group timer

You can now configure the percent allocation group timer at the queue level, instead of only at the global level.

For more information, see Percent allocation groups.

Settings version control

Settings version control is a new feature that lets administrators more easily migrate the queue menu structure and settings from one tenant to another. Settings version control consists of two main components: (1) Exporting and importing queue menu structure and settings, and (2) Viewing and managing version history. You can save the current configuration of an existing tenant to a JSON file and then import the file and apply it to a new tenant. You can also create a reusable configuration template, making the creation of new tenants faster and more consistent. The version history feature lets administrators track the change history of a tenant, providing an overview of all previous settings applied. Administrators can revert to previous settings if they are not satisfied with recent changes. Settings version control is in Preview. For more information, see Settings version control.

New quality management (QM) session event field

CCAIP now passes a new field in the session event payload for calls.

The new field is available in the following event payload streams:

• QM call events

• External call events

The new session event field is the same as the agent_number field in the CCAIP metadata. This field is passed in the payload for all session events that have an agent participant.

Here is an example of a session event field: "agent_number":"1660"

Agent chat adapter redesign

We have redesigned the agent chat adapter to streamline workflows, boost productivity, and improve the agent experience. Here are the highlights:

• A new chat details screen where agents can reference information about the end-user and the chat while the chat is active.

• An improved chat transfer experience, including:

  • Separate tabs for agents and queues.

  • The ability to search by queue.

• An expandable chat overview screen where agents can see additional information for each active chat. From this screen, agents can transfer chats, add users to chats, access chat options, and more.

• An new action bar that puts an agent's most important actions within easy reach.

New custom data types for events

The following custom data types for events are now available using the Web SDK:

• custom_data_secured
• custom_data_not_secured

For more information, see Data for events.

New session events for quality management

The following session events are now available for quality management (QM) integration:

• Hold
• Mute
• Redaction
• Recording indication
• Queue information

End co-browse sessions using the Apps API

The Apps API has the following new endpoint that lets you end a co-browse session using an external session ID: POST /apps/api/v1/cobrowse_sessions/{external_session_id}/end. For more information, see Co-browse.

The agent adapter generates co-browse events

The agent adapter generates events during co-browse sessions. You can use these events to get insights into co-browse session details, such as start and end times and the modes that are requested or accepted by the end-user. For more information, see Event types.

The Next UI is supported in the ServiceNow integration

The Next UI experience is supported in the ServiceNow CRM integration.

Deployment schedules

With deployment schedules, you can control the timing of Google's automatic updates to your contact center instance. For more information, see Deployment schedules.

Authentication context

You can select the authentication context that you want when you set up single sign-on (SSO) for CRMs that use the Security Assertion Markup Language (SAML) standard.

Glossary support in live translation

Live translation supports glossaries, helping you ensure that specific terms are translated appropriately. For more information, see Set up live translation.

Email channel endpoints in the Manager API

The Manager API has the following two new endpoints for email data management and analysis:

• Email manager. GET /manager/api/v1/emails
• Email session data report. GET /manager/api/v1/emails/managed

Skip CRM account and record creation

With the Salesforce CRM and custom CRMs, you can skip account creation or record creation (or both) during a session. For more information, see Skip CRM account and record creation.

Configure chat auto answer at the queue level

You can configure auto answer settings for chat at the queue level. For more information, see Auto-answer.

Chat dismissal warning for agents

Agents receive a chat dismissal warning at the same time that an end-user receives one.

New event field in session reports from the Manager API

Session reports from the Manager API now include an event field. This field indicates how sessions end—for example, finished, failed, or abandoned. For more information, see Calls Endpoints and Chats Endpoints.

Agent alias

Agents can use aliases instead of their real names when communicating with end-users. Admins can configure agent aliases manually or with a bulk upload. Agents can also configure their own aliases. The agent alias feature is available when using the mobile and web SDKs. For more information, see Agent alias.

Country code of the outbound phone number is included with the added party's phone number

When an agent adds a party to a call, the country code from the outbound phone number is automatically included with the added party's phone number.

Calls waiting indicator

The call adapter includes a calls waiting indicator that indicates the number of calls in the queue waiting to be answered. You can find the calls waiting indicator in the Calls tab of the call adaptor.

Time stamp in the chat adapter displays seconds

The message time stamp in the chat adapter displays seconds.

Virtual task assistant for chats

The virtual task assistant is available for chats. Configuration and use are similar to that of the virtual task assistant for calls. Available for the web SDK only. For more information, see Virtual task assistants.

Configure SSO for your email channel using OAuth credentials from Google Cloud

You can configure single sign-on (SSO) for your Contact Center AI Platform email channel using OAuth 2.0 credentials from Google Cloud. For more information, see Configure your email channel for OAuth with Google Cloud.

Deflections are available for agent-to-agent calls

You can configure agent-to-agent calls to deflect to voicemail after a period of time that you set. You can also include these "voice internal" calls in your call reports. For more information, see Turn on deflections.

Support phone number is included for incoming calls

The incoming call screen shows the support phone number that the end-user used to call your support center. For more information, see Receive an inbound call.

Support for multiple data parameters in API requests to the DAPs for your IVR queues

You can capture data in the headers of incoming Session Initiation Protocol (SIP) calls and pass them in API requests to the Direct Access Points (DAPs) for your Interactive Voice Response (IVR) queues. For more information, see API DAPs.

Cold chat transfer

Agents can do a "cold transfer" for a chat. With a cold chat transfer, the agent assigns a chat session to a new agent or a queue, and then immediately leaves the chat without waiting for the new agent to join. This helps agents efficiently transfer chats without being bound to them. For more information, see Transfer a Chat.

Support for partial response in Dialogflow

CCAI Platform supports the partial response option in Dialogflow. This is particularly useful when the virtual agent needs to call a webhook that will likely take a while to run. With partial response enabled, Dialogflow can immediately send an initial fulfillment message to the end-user, such as, "One moment while I look that up." This way, while the webhook runs and the final fulfillment message is generated, the end-user expects a short wait instead of assuming that there is a problem. For information about configuring this capability in Dialogflow, see Partial response for streaming API.

Added new response fields for indicating agent availability to the manager/api/v1/agents/current_status and apps/api/v1/wait_times APIs. These indicate the number of assigned agents, logged-in agents, available agents, and breakthrough agents.

OAuth for Email Channel: Email channel authentication now supports Microsoft OAuth.

Deltacast and Multicast, queue-level configuration: Admins can now designate a cast type (Multicast or Deltacast) at the queue level. The following updates are included:

• Updated queue and global settings in the CCAP Platform Portal, featuring a dedicated Routing section to configure call or chat routing.
• A new Deltacast Attempt Count setting that lets you configure how many times to attempt to Deltacast to a single agent before Multicasting.

Chat translations: CCAI Platform now supports automatic translations in the Agent Chat Adapter. The end-user's message is automatically translated into the Agent Adapter's default language. Incoming messages are translated according to settings on the incoming queue. Responses from the agent are then automatically translated back into the end-user's language.

Agent Call Adapter, answer button: The answer button has been updated to be more visible to agents.

Email Chrome notification: CCAI Platform now offers Chrome push notifications to notify agents when they are assigned new emails.

Pass CCAI Platform metadata to web chat Virtual Agent: You can now pass CCAIP metadata parameters to a Virtual Agent for web queues. For more information on adding a dynamic parameter see Pass Data Parameters.

Email Channel: CCAI Platform now supports the new Email Channel feature, which allows you to set up and provide email support. This features includes the following new functionalities:

• Comprehensive configuration options including global settings, queue-level settings, auto-response, and email account data storage management.
• An integrated email adapter providing agents an email workspace.
• A new default agent status, In-email.
• Various configuration options for pushing email details to the CRM.

For more information, see the email channel documentation

Display previous chats: Display previous chats allows end-users and agents to see any prior support chat interactions. Previous chats are displayed above the new incoming chat, so agents and end-users can scroll up in the chat view to read through previous interactions.

Agent Extensions: Agent Extensions allows agents to be assigned an extension for agent-to-agent calling. The agent adapter has a new directory tab. See the agent guide and configuration guide for details.

Multiple disposition code lists: Disposition code management is based on creating codes and organizing them into lists. You can now group a collection of disposition codes into a disposition list. You can then apply the disposition list to queues that share a set of common disposition codes. See the documentation for details.

Queue level EWT caller announcement: You now have the ability to configure Estimated Wait Time (EWT) announcements at the queue level, enabling more personalized interactions. See the call and chat setttings documentation for details.

Virtual Agent platform improvements

• Service drop-down selection: The workflow selection drop-down in the Add/Edit Virtual Agent Platform menu now offers the new Dialogflow CX onboarding flow for chats.
• Support for Analyze Content in the Dialogflow API for chat VA sessions.

Support for WhatsApp: CCAI Platform now supports WhatsApp. See the social channel documentation for details.

Mobile Release 2.4, iOS and Android SDK: New functionality Display Previous Chats allows end-users and agents to see any prior support chat interactions. Previous chats are available in the Web and Mobile SDK (for end-users) and in the agent chat adapter (for agents). Storing chat transcripts in External Storage is required for this feature.

iOS fixes

• Fixed an issue where the End chat button was sometimes not displayed when using a Virtual Agent.
• Fixed a crash that would sometimes occur when end-users returned to a chat.

Android fixes

• Fixed an issue where the phone's default email app was not opened on Android 13.
• Fixed an issue where Virtual Agent data parameters were sometimes not posted in the correct format.
• Fixed an issue where returning to chat from Notifications did not automatically scroll to display the latest message.

See the iOS Changelog and Android Changelog for details.

Call Adapter: The redesigned Call Adapter is now available, including the following enhancements:

• Enhanced transfer experience: Combined Transfer and Add Party are now combined into one streamlined process. You can now use the Outside Line tab during call transfer.
  • Separate Agent and Queue tabs: Switch between Agent and Queue tabs for a smoother transfer management.
  • Search by queue: Find the right queue quickly with a new search feature.
• Improved blended SMS experience: Blended SMS now has a dedicated tab, enhancing accessibility and user-friendliness. The user interface now mirrors a traditional chat experience, providing a more intuitive interaction for agents.
• New call details screen: Provides ready access to call information during a call and allows the the CRM to be opened from the Call Adapter.

See the Agent Call Adapter user guide for more information.

Call history: The new call history feature allows agents to see a list of completed calls and associated metadata such as time stamps, call duration, and disposition notes. The call details view provides additional information to aid in determining whether a callback is necessary, for example whether the consumer received assistance from another agent. Call history can be enabled at Settings > Call > Call Details. See the call details documentation for details.

Two new voicemail features are included in this release:

• Voicemail forwarding allows agents to forward voicemails to other queues, specific agents, or back to the same queue.
• Voicemail history allows agents to access previous voicemails, providing them with the information they need to take further actions when required.

See the voicemail documentation for details.

Holidays Messaging Menu: A new enhancement to the Holidays feature allows you to tailor your contact center's messaging during holidays. You can now customize voice-based and text-based greetings for each holiday under Settings > Support Center Details > Holidays. See the documentation for details.

Custom caller ID using SIP headers: This feature allows you to set a custom caller ID from an incoming SIP header. You can configure this feature at Settings > Operation Management > Data Parameters > Voice. Select the Use SIP Header Data for Caller ID checkbox and enter the Field Name in the field box. The custom caller ID will be presented on the Call Connecting and Connected screens. See the documentation for details.

Phone number management, pagination and search: The following updates have been made to the phone number management page (available at Settings > Call> Phone Number Management):

• Pagination: You can now browse entries page by page with a maximum of 100 entries per page.
• Search by Phone Number or Label: To find a specific entry, you can now enter your desired criteria in the ​Search Phone Number or Label search box​.

See the phone number management documentation for details.

Session data export settings updates: Available at Settings > Developer Settings > Session Data Export.

• New Verint Face-to-Face recording settings: Configurable for those with a Verint integration. You can now add email domains in order to record calls made by agents with matching email domain addresses. See the Verint documentation for details.
• The NICE integration section is renamed to QM integration.

Campaigns, Do Not Call (DNC) list: You can now create your own Do Not Call (DNC) list for campaign calls. You can enable the Company DNC at Settings > Campaigns > Company Do Not Call (DNC) List. The DNC list is managed using the dedicated DNC API endpoints. Depending on configuration the DNC list can block direct, manual, and outbound calls as well as outbound and scheduled calls created by the Apps API. See the campaign management and Apps API documentation for details.

Campaigns, time zone management: This release includes new time zone settings to simplify management of different time zones and calling time standards. You can now set up different time zone schemas and apply a specific time zone schema for each campaign. For example, you can use this feature to apply customized schemas to regions that have strict rules about when telemarketing calls are allowed.

You can configure time zone settings at Settings > Campaigns > Timezone Management. See the time zone list management documentation for details.

Kustomer bi-directional agent status: The Kustomer integration now offers bi-directional agent status syncing.

Virtual Agent, signed and unsigned data parameters: You can now pass signed and unsigned (secured/unsecured) data parameters for Virtual Agent calls and chats using Mobile SDK in addition to the Web SDK.

Pass voice and chat channel parameter to Virtual Agent: Virtual Agents can now pass channel-specific parameters to CCAI Platform when invoking an Dialogflow Agent. This update applies to Voice Virtual Agents in IVR and Mobile channels. See the data parameters documentation for details.

Localization country code setting for calls: A country code based on outgoing or dialed number has been added to the dial dialog and add party dialog.

Voice Virtual Agent assignment, transfers to parent queue: You can now assign voice Virtual Agent transfers to top-level queues. In the IVR, the end-user will hear all of the sub and leaf queue options below the top-level queue as long as they are active. See the Virtual Agents documentation for details.

New permissions added to call recordings and chat transcripts: A new role permission External Storage is now available. This role offers you the ability to define whether users should have access to call recordings and/or chat transcripts when they are stored in external storage and without a CRM. When inactive, users won't be able to access these files from either the Completed Calls or Chats monitoring pages or associated downloadable reports. Shared links to these files fall under the same permissions. See the Agent & team configuration page for more information.

New language support: Polish, Czech, Australian English, Hungarian is now supported for all channels. You can set up these new languages on the Settings > Languages & Messages page. See the language support page for a complete list of supported languages.

Kustomer API rate limit improvements: The API rate limits for customers integrating with Kustomer have been improved. see the Kustomer documentation for more information.

Call management: Agent status breakthrough: New feature Agent Status Breakthrough is now available. This feature allows you to to route incoming calls to agents, even when they are in a status that traditionally did not support receiving calls. This setting can be enabled at Operations Management > Agent Status. To designate a status as a breakthrough status, use the Edit function in the Agent Status List. The breakthrough status feature can be configured at the queue level as well as for specific DAPs. See the documentation for details.

Custom Notification Tones: You can now upload custom audio files for incoming call and chat notifications, as well as new chat messages. See the documentation for details.

Call recording: Third party recording without agent: You can now record calls if an agent leaves after adding a third party. This can be configured at Settings > Calls > Call Details > Call Recording. See the documentation for details.

Virtual Agent pass data parameters updates: CCAI Platform has enhanced the ability to pass session-based contextual data to Virtual Agents (VA). You can now leverage valuable real-time information during call routing and Dialogflow sessions. The following dynamic parameters are now available: DNIS / TFN (the number the user dialed), Latest Agent ID, Latest Agent Email, Queue Language, Latest Sentiment Score, and Overall Sentiment Score. Additionally, you can now configure static or dynamic CCAI Platform metadata parameters at the mobile queue level. See the data parameters page for details.

Mobile release 2.2

• iOS and Android SDK content cards: You can use content cards to deliver specific messages to end-users during virtual agent chats. Content cards have customizable components including titles, text, carousel messages, banners, and much more. You can also embed a link that the end-user accesses when they click on the card. For example, if you have a list of restaurant options, you might create a content card for each one with a deep link that brings the user to the restaurant's website when they click.

• iOS SDK, improved accessibility: The mobile iOS SDK now fulfills the following Web Content Accessibility Guidelines (WCAG) criteria for improved accessibility:

  • Identify Input Purpose: Ensure that each input field is programmatically determinable, allowing users to autofill inputs.
  • Identify Purpose: Ensure that the purpose of many elements on a page can be programmatically determined, making it easier for agents to extract and present the purpose to users using different modalities.
  • Parsing: Ensure that there are no major code errors that affect accessibility so that agents can accurately interpret and parse content using assistive technologies.
  • Name, Role, Value: Ensure that assistive technologies can gather information about, activate (or set), and keep up to date on the status of user interface controls in the content.
  • Status Messages: Ensure that users of assistive technologies are notified when content is updated dynamically without receiving visual focus.

• Mobile bug fixes:

  • Fixed an intermittent issue where quick reply buttons could be pressed outside their boundaries.
  • Fixed an issue where a virtual agent's avatar icon sometimes was not displayed alongside their message.

ServiceNow enhanced capabilities: This release brings new capabilities to the ServiceNow integration, including support for:

• Default User: Reduced admin permission requirements.
• More flexible field mapping and property assignment configuration options.
• Support for new CRM features:
  • Surveys
  • Agent Status inheritance
  • Custom Callback number
  • Improved support for OAuth authentication, for example now including admin tokens.

Assign virtual agent transfers to the top-level queue: You can now assign a virtual agent to transfer to a top-level queue. The virtual agent will navigate consumers through any active sub and leaf queue options. If a top-level queue has no available leaf queues or is incorrectly configured, the IVR fallback will redirect the caller to the previous queue (if human agents are available) or provide an error message before disconnecting (if the top-level queue has no available agents).To enable this feature:

• Enter the top-level queue ID in the Dialogflow destination (you can find parent queue IDs in the Virtual Agent queue menu settings).
• Ensure all sub and leaf queues are active.

Chat API suite: A new set of APIs are now available that allow you to customize your chat experience. As a part of this feature, webhooks are available for receiving notifications about events that occur during the chat interaction. You can enable and manage them in Developer Settings > Webhooks. The new chat endpoints allow you to:

• Create a chat, send and receive plain text messages, and end the chat with both agents and virtual agents.
• Exchange messages with media attachments such as pictures, videos, and documents.

Apps API: Change agent status: Two new endpoints are now available to manage agent statuses:

• GET /apps/api/v1/agent_statuses: Retrieve current agent statuses.
• POST /apps/api/v1/agent_statuses: Update/change an agent status.

These endpoints allow you to modify agent statuses. You can change an agent's status from Available to any custom status and vice versa. Attempting to change an agent's status to a system status, such as In-Call, will result in an error. Similarly, attempting to change an agent's status from any system status will prompt an error message. These endpoints support bulk status updates, allowing you to update statuses for an entire team or selected agents simultaneously.

NICE QM integration: CCAI Platform now supports an out-of-the-box data export for NICE QM. You can enable this feature in Developer Settings > Session Data Export > NICE Integration. The following information is required to enable the NICE QM data export:

• NICE API Endpoint
• API Authentication credentials

After the integration is enabled, you can enable session data related to IVR call events and agent login/logout events in your NICE integration.

Missed chat / Unresponsive status (while in-chat): Improved handling of agent statuses when a session cast to an agent fails due to network issues.

• When a chat/call is cast to an agent but fails due to network or permission issues, the agent's next status will be moved to Unresponsive regardless of the status they're currently in.
• If a call/chat is cast to an agent but the agent fails to pick up, the agent's next status will be moved to Missed Chat status regardless of the status they're currently in.

ANI retention management: You can now enable ANI storage by contacting Support.

Permission for access to call recording/chat transcript files: A new role permission allows you to define whether users can have access to call recordings and/or chat transcripts when they are stored in external storage and without a CRM. When inactive, users won't be able to access these files from either the Completed Calls or Chats monitoring pages or associated downloadable reports. Shared links to these files fall under the same permissions.

Disable Whatsapp for CCAI Platform: The Whatsapp flag for CCAI Platform is disabled until we have OEM compatibility for Whatsapp.

CRM record autoload: A new setting is available to automatically update the CRM when an agent navigates between multiple active chats. This eliminates the need for the agent to manually search and load the corresponding CRM record each time they switch between chats. To enable this setting, go to Settings > Chat > Global Settings > Global Chat Settings and select the following checkbox: Automatically load CRM Record when switching between chat tabs.

POST events, chat message events: Two new events added to the existing agent chat adapter events:

• Chat Inbound Message: Event indicating that a new consumer message was received; includes the message content.
• Chat Outbound Message: Event indicating that a new agent message was sent; includes the message content.

Restrict international calling by area code, short code, phone number: The international calling configuration now includes the option to limit calls by area code, short code, and phone number. You can extend this configuration to a specific agent or have it applied as a rule to all agents.

MS Dynamics, object type Contact: You can now populate different fields on a "Case" object, when a "Contact" Object Type is used. The default action within MS Dynamics is to fill in the customer information only when a Case is created. This updated setting allows the contact field to be populated with the customer information from a Contact object at the same time. To enable this feature navigate to Developer Settings to access your MS Dynamics configuration. In the Account Lookup settings, select Contact under Object Type.

Call settings, post-call session transfers: You can now set up a cold transfer to a virtual agent at the end of a call. This configuration allows you to set up an automated workflow, such as a post-call survey. To enable this feature, go to Settings > Call Settings and toggle the Post-call session transfers to ON.

New permissions added to historical reports: You can now limit access to assigned teams only or assigned queues only. For example, if you apply the assigned teams only permission option, only data for agents on that user's team(s) will be downloaded. There is also a new permission that allows Admins to manage who has access to the Session Data report, in addition the assigned team only permission.

UCaaS: MS Teams integration: CCAI Platform now supports UCaaS integration capabilities. This integration allows you to seamlessly configure MS Teams users and teams directly within CCAIP. You can enjoy the advanced routing capabilities of CCAIP while taking calls in MS teams. Typical supported use cases include:

• The ability to transfer calls between CCAIP and MS Teams agents.
• Automatically routing calls to MS Teams agents or groups.
• Assigning any MS Teams users to queues.
• Ability to assign CCAIP and MS Teams users as part of Cascade groups.

In Add/Edit User menus, you will see an option for enabling UCaaS as well as integration settings in Developer Settings. Enabling this option allows users who only occasionally assist with customer support to take those calls using their principal UCaaS communication platform. For details, see the Microsoft Teams integration guide

Data restriction for historical/downloadable reports: New permission for the Session Data report with the supervisory ability to restrict editing permissions. Also, the permissions for the downloadable reports under Agents & Teams, Calls & Chats, Queues, and Campaigns now have the option to restrict the corresponding data to assigned teams only or assigned queues only.

Session Variable: Enable Agent ID as a dynamic parameter: We have introduced a change to dynamically include the agent ID as a session variable in automated messages and chat shortcuts. This allows an agent to send an outbound SMS to a consumer containing a deep link to a mobile app with our SDK embedded. The deep link contains the agent ID, which will trigger a DAP to a dedicated queue for that agent with a DAP value also reflecting that agent's ID. Scope extends to these channels: SMS messages, Mobile chat, Wed SDK chat, Chat shortcuts.

Headless web SDK: CCAIP Platform now supports a new Headless Web SDK, designed to empower you to build a fully customized and branded web support experience.

The Headless Web SDK comes equipped with a comprehensive API suite, providing you with the tools to leverage familiar Web SDK features and tailor the UI to suit your specific needs. Every detail, from colors and fonts to layouts and interactions, can be tailored to create a cohesive and engaging interface that resonates with your audience. See the Headless web SDK guide for details.

Mobile SDK 2.1: UI customizations: The latest release of our Mobile SDK chat gives you even more customization options to tailor the UI to your specific branding needs. You can take full control of the appearance and style of elements within the chat interface. Some items that can be fully customized:

• Agent and consumer message bubbles.
• Menu bar (including the back and end chat buttons).
• End Chat button.
• Send button.
• Message tray.
• Time stamps.

Depending on the component, you have the flexibility to customize attributes such as the font, background color, icon, (and more!) to create a chat experience tailored to your brand. See the iOS and Android SDK guides for details.

Distinct queue names for the Alvaria data exporter: You now have the ability to repeat names across multiple different queue-paths. Queue will appear in Alvaria as Queue Name - language code - ID, allowing you to easily identify which metrics correspond to what queue.

Fallback IVR: Additional settings for fallback destination: New IVR fallback options for when an end-user fails to select a queue during IVR navigation. New options are available globally as well as at the queue level. Additional options include:

• Select the last available menu to route consumers to the last queue in the IVR menu.
• Select a specific menu to route consumers to any queue in the IVR menu.

The configuration options are available at the global level (Call > Call Details > Fallback IVR Navigation). See the documentation for details.

New dynamic parameter support for SIP redirect and Dialogflow: New dynamic parameters to enhance the capabilities of SIP Redirect and Dialogflow. With these additions, you can now leverage valuable real-time information during call routing and Dialogflow sessions. The new dynamic parameters include DNIS / TFN (the number the user dialed), Latest Agent ID, Latest Agent Email, Queue Language, Latest Sentiment Score, and Overall Sentiment Score. See the documentation for details.

Improved Outbound SMS API: Agents can now initiate outbound SMS sessions with number pairs that were previously engaged by other agents. This enhancement allows for seamless continuation with consumers, even if the number pair was recently used by a different agent. Agents can send appointment requests, SMS follow-ups, and other SMS messages without encountering errors. See the documentation for details.

Custom POST events (also known as custom JavaScript events): This feature allows you to listen for events happening within CCAIP and take action accordingly. For example, when a call is transferred you could use your own JavaScript code to listen for a call_transferred event and specify actions based on the provided parameters (such as updating the destination agent's screen). These events give you more control over your workflows and allow for seamless integration with your business processes. With this release we are extending the existing mechanism of transmitting post events with 3 new events:

• Transfer
• Add Party
• Agent connects to session
• VA session data: We are capturing VA session data in the payload during a consumer interaction. This means alongside the existing event data, you will now have access to virtual agent session specific variables.

In addition, we're including:

• The agent_custom_id parameter in the Agent_Login event.
• Custom SIP headers in incoming SIP calls within the POST events.

See the custom CRM documentation for details.

Call Adapter: Improved error codes and messages: We have improved our Call Adapter's error messages with more detailed content, including error codes and explanations.

DAP: Additional format: Previously limited to E164 formatted numbers, we now support the input of SIP phone numbers in the incoming sip address format: sip:[number]@[domain].

Skip Cascade Group Timer: Improved functionality of our call and chat deltacast routing. We have introduced the Skip Cascade Group Timer setting, which allows you to bypass the cascade timer settings and route a call or chat to the next available agent, regardless of the cascade group. The setting is located in Operations Management > Deltacast settings. See the Operations Management documentation for details.

Call Handling: Hold music during connection: CCAI Platform has enhanced the call handling experience for end-users by ensuring a smoother transition when connecting with an agent. Instead of experiencing hold music followed by delays or silence, end-users will now enjoy uninterrupted music until the agent joins the call. Additionally, agents will be notified with a distinct sound when an end-user joins the call.

Call Session Events generator and sender: These applications are deployed when you enable the Call Session Events feature. The operators receive Call Events from ujet-server and process them before sending to your configured endpoints. Ujet-server, Generator and Sender all use RabbitMQ infrastructure to send messages.

NICE QM integration: CCAIP now supports an out-of-the-box data export for NICE QM. You can enable it in Developer Settings > Session Data Export > NICE Integration. You must enter the following information to enable the NICE QM data export:

• NICE API Endpoint
• API Authentication credentials

Enhanced international calling configuration: You can now configure international calling for each phone number at the country code level by using the Phone Number Management settings. After the international calling is configured, you can manage user-level access. An error message will appear in the Agent Adapter if the agent dials a restricted number. For details, see the Phone number management and Add and view users documentation.

Outbound Dialer list management using the API: You can now manage your campaign contact lists within our outbound dialer using your own software application. You can programmatically add, remove, and update contact information in your campaign lists using the List Management API. This feature allows seamless integration between your software and our system, programmatic control using the API, and efficiency by automating list management tasks.

ServiceNow is now available as a native, fully integrated CRM, providing a more efficient and streamlined configuration process that includes embedded agent adapters. Previously, ServiceNow could only be integrated using the Generic API Custom CRM solution. For details, see the ServiceNow integration documentation.

External Storage dynamic folder path and filename formats: CCAIP offers this new capability for the External Storage configuration feature. Dynamic folder path and filename formats offer more flexibility for storing your call recordings, chat transcripts, voicemails, photos, videos, and co-browsing files. You can now include run-time variables like {DATE}, {SESSION_ID}, and {SESSION_TYPE} in the path and configure custom filename formats with sub-paths. See the documentation for details.

Alvaria WFM integration is now available as an out-of-the box data export. You can enable it using Developer Settings > Session Data Export > Manage Data Export Settings. You have the option of exporting either a basic session data report at intervals of 15, 30 or 60 minutes, or a daily agent productivity report. The reports can be delivered to either a Google Cloud or Amazon S3 storage bucket.

Call recordings separated by segments: You can now choose to receive one recording per call segment instead of all call segments in a single recording. Separate call recordings allow more flexible call analysis and more efficient issue resolution. See the Queue and menu settings documentation for details.

CCAI Platform now supports the CCAI Insights feature. You can use CCAI Insights to detect and visualize patterns in your contact center data. See the documentation for details.

Contact Center AI Platform now supports Agent Assist Session Summarization. This feature automatically provides a summary of the conversation transcript at the end of a chat or phone call. The summary includes brief overview of the conversation, key discussion points and resolutions or solutions agreed upon. For more information, see the Agent Assist voice or Agent Assist chat documentation.

SIP URI Directory - Call Routing: With this release, you can now use the SIP Directory to configure SIP call routing and transfers in IVR queue settings. You can use this functionality to route incoming calls to appropriate destinations based on IVR menu selections or queue routing rules. You can set it up so that a customer calling a support line, for example, can select a department or agent from the IVR menu based on their inquiry. See the SIP URI documentation for details.

Unified Session Types: The new session type variable, Session Type V2, is now available. This update introduces a range of new fields, variables, and columns that will provide you with access to valuable additional information such as the ability to distinguish between Inbound SMS, Outbound SMS, and Outbound SMS via API. For more information, see the session type terminology documentation.

To take advantage of the new fields and variables, you will need to update your scripts, code, automation triggers, and any third-party integrations. The legacy components will no longer be updated with new functionality and will be deprecated on October 6, 2023.

Holiday hours: With Holiday Hours, you now have the ability to create and manage your own set of holidays with complete control over the holiday name, time, and dates. Additionally, you can group your holidays together for easier management. See the holiday hours documentation for details.

Campaign Management: Outbound Number: Outbound Number is a new feature for the Outbound Dialer that allows you to specify which outbound number to use when dialing out for each contact. With this new feature, you can rotate outbound phone numbers to have more control over the outbound phone numbers you use to make your outbound calls. For more information, see the Outbound Number documentation.

Campaign Management: You now have the option to add a Unique ID column to your campaign management CSV upload. This ID can be any identifier of your choice, such as a CRM identifier or a SKU. This field allows you to associate your CRM data with each dialer call, providing a comprehensive view of your call data. You can view the Unique ID data in Standard Reporting Campaign reports. For more information see the campaign management documentation.

Voice Virtual Agents now has the ability to transfer a call to a specific phone number or SIP endpoint, ensuring that the consumer is connected to the appropriate person or department. For more information, see the Virtual Agents custom payload documentation.

Custom CRM Virtual Agent transcripts: We have updated our Custom CRM to allow Virtual Agent transcripts to be sent to your external storage. To enable this, go to Developer Settings > External Storage and select Call Transcripts (currently only supported for Agent Assist and Virtual Agent transcripts). The transcripts will be sent to your external storage. This feature allows the team managing your virtual agent(s) to review and analyze the conversations your virtual agents are having with your consumers, identifying areas for improvement and helping you evolve your virtual agent(s). In addition, VA transcripts can help businesses comply with regulatory requirements by maintaining a secure record of all consumer interactions.

For more information on Custom CRM see the Custom CRM documentation.

New Manager API calls endpoint fields: We have added additional data to the /manager/api/v1/calls endpoint to provide more options for reviewing and analyzing campaign call status data. New fields include Machine Detected and Skipped information.

Queue-level wrap-up settings: You can now customize wrap-up times for different queues, to ensure that agents have adequate time to complete their tasks without compromising service level agreements or taking another call/chat before they are ready. This is particularly useful for queues that handle escalations or complex issues, which may require more time to handle. See the Queue and Menu Setup documentation for details.

Custom CRM background screen pop for embedded adapters: We have improved the screen pop capability for our Custom CRM to better support embedded adapters. We now provide a way to do a CRM screen pop in the background, allowing for a smoother experience when using embedded adapters. For details, see the Custom CRM documentation.

The CCAIP integration with Kustomer now offers the following new custom enhancement options:

• Call transfer information is now posted as a comment.
• Administrators can now create custom fields from CCAIP.
• Administrators can now create custom Account and Record fields by going to: Developer Settings > Custom fields for Account and Record. See the Kustomer documentation for details.

Salesforce multi-number lookup: You can now configure CCAIP to look up an account across multiple phone number fields in Salesforce. This makes it easier to connect different support sessions to a single account for consumers who have multiple phone numbers, such as mobile, home, or work numbers. Additionally, you can now assign all phone numbers to one account rather than having to set up separate contacts for each number. The Account Lookup section now offers the following settings:

• Phone number lookup fields : This updated configuration enables you to select multiple phone numbers, such as mobile, account phone, account fax. You can then associate these numbers with the same account.
• Phone number primary fields: This field enables you to select the phone number field to be used when you create a new CRM account.

For more information, see the Salesforce CRM documentation.

Dialogflow (DF) Wrap-up events are now captured as custom events. Every time a customer ends their session with a Virtual Agent for any reason (for example, consumer abandon, call failure), a new DF Wrap-up custom event is sent to the Dialogflow CX (for example, handled by VA). This enables the VA to react to the event and perform any desired session wrap-up process(es). For more inforation, see the Dialogflow documentation.

New data parameters for Virtual Task Assistant: Virtual Task Assistant now has the ability to send parameters, supports multiple languages, and includes a dedicated settings panel. Admins can now specify the data parameters that can be gathered and sent to Virtual Task Assistants, including the new dynamic parameter Agent Form. See the data parameters documentation for details.

Twinning: Twinning is a new feature that allows a primary extension (for example, web adapter) and a secondary extension (for example, mobile phone number) to operate as a single phone.

Twinning is ideal for support agents who are frequently on the go, since it allows them to forward support calls to their preferred phone number while also allowing them to handle calls at their desk using their web adapter. Another example is a front desk phone set up as the office's primary extension; you can use Twinning to forward those calls to a mobile phone.

For details, see the Twinning documentation

Domain Based Access Control: You can configure CCAIP to restrict the set of domains able to frame the agent adapter and admin portal. This provides protection against clickjacking attacks.

An Admin can configure the domain allowlist by going to: Developer Settings > Domain Based Access Control. Configuration changes might take up to 1 minute to take effect.

Existing customers will have an empty allowlist by default. To enable this feature, the allowlist must be populated with each domain currently framing the agent adapter. Domains that are not configured will be blocked. New customers will have an allowlist containing the domain of the CCAIP instance itself to allow the agent adapter to be framed by the admin portal. Additional domains will be blocked from framing the agent adapter until they are configured in the allowlist.

See Domain based access control for details.

A new audio chime has been added to the Agent Adapter to indicate when an agent connects with a customer on a call. We also updated the existing audio chimes for these events:

• Agent joins
• Member joins
• Call Disconnects
• Member Leaves

DTMF Support Capability You can now select the DTMF checkbox during Virtual Task Assistant and Virtual Agent setup to ensure that DTMF tones are supported.

Custom CRM, Extended OAuth and nested parameter support: The following enhancements have been added to the Custom CRM integration offering:

• Extended OAuth Authentication support.
• Handling nested parameters in the API endpoints configuration.

MS Dynamics: Updated default user functionality and improved Virtual Agent record assignment: You can now assign a CRM Admin user as the default user for all CRM actions and events where no specific agent has been identified. After enabling this Default User option in Developer Settings, you can set the default user for all Customer Support Virtual Agent sessions as well. See the Virtual Agent documentation for details.

We've made the following updates to Virtual Agents:

• You can now onboard and use the Dialogflow Agents configured for the global region using the Dialogflow CX platform.
• We now support Virtual Agent Dialogflow Barge-in through Dialogflow CX (Voice). See Add a Virtual Agent platform for details.

Agent Assist conversation profile settings are now configurable at Developer Settings > Agent Assist Platform. See the documentation for details. From here you can:

• Onboard new Agent Assist profiles.
• Edit or remove existing Agent Assist profiles.
• View the current status of a linked profile.
• View a list of configured conversation profiles.

Secure Payments: We now offer Braintree as a secure payment option in addition to Stripe and FreedomPay. There are also new improvements to the secure payments configuration (Developer Settings > Credit Card Payment Providers) and the agent experience:

• The payment provider settings have been updated with new dynamic fields for entering credentials once the payment provider has been selected in the Type drop-down.
• The agent adapter now has a Currency drop-down menu.
• For more information see the Secure Payments documentation.

Secure Payments: Multi-currency payment options are now available for Stripe and Braintree. Along with USD, you can now select from the following international currencies:

• British Pounds (GBP)
• Euros (EUR)
• Canadian Dollars (CAD)

For more information see the multi-currency documentation.

Bring Your Own Carrier (BYOC): You can now bring your own phone numbers through your carrier.

Dual Channel Recording - You can now enable dual channel audio recording. When enabled, your calls will be recorded in two separate channels, for example a customer channel and an agent channel.