Google Cloud CCaaS prerelease notes 6.22

Transcript separation for chat

You can now configure Google Cloud CCaaS to deliver a separate transcript file for each participant segment in a chat, instead of one combined transcript per session.

Campaign-based scheduled callbacks

Agents can now schedule a callback during an outbound campaign call. The callback belongs to the campaign, not to an individual agent, and the dialer calls the consumer back in the time slot they chose.