Advanced reporting dashboards prerelease notes 6.16

This release addresses the following issues:

Fixed an issue where the Agent Performance tile on the Real-time Agent Monitoring dashboard executed redundant database queries during auto-refreshes.

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.

Google Cloud CCaaS prerelease notes 6.22

Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.

This release addresses the following issues:

Fixed an issue where direct access point (DAP) greeting messages played twice when a call was deflected to an internal phone number due to queue overcapacity.