Google Cloud CCaaS

Full-stack contact centre queuing and routing voice, chat, SMS and email contacts.

Provider: gcp
Kind: Contact center
Category: Messaging
Official docs: https://docs.cloud.google.com/contact-center/ccai-platform/docs/setup-agents-channels

Properties · 3 set by this component

property	type	values	required	kind default	this component
callRecording	boolean	—	no	false	inherited
channelChat	boolean	—	no	false	▸ true
channelEmail · component property	boolean	—	no	true	inherited
channelSms · component property	boolean	—	no	true	inherited
channelVoice	boolean	—	no	true	▸ true
emergencyCalling	boolean	—	no	false	inherited
managed	boolean	—	no	false	▸ true
maxConcurrentContacts	integer	—	no	—	inherited
outboundCampaign · component property	enum	none \| preview \| progressive \| predictive	no	none	inherited
outboundDialing	boolean	—	no	false	inherited
recordingRetentionDays	integer	—	no	—	inherited
routing	enum	fifo \| skills-based \| attribute-based	no	fifo	inherited
virtualAgentIntegration · component property	boolean	—	no	false	inherited
voiceTransport · component property	enum	pstn \| webrtc	no	pstn	inherited

Rules that apply · 0

Every rule whose selector covers this component's kind or its category. Whether a rule fires depends on the design: its properties, its edges and its groups.

No rule reads this kind yet. That is a gap, not a guarantee.

Use it in a design

nodes:
  - { id: "ccaas", component: "google-ccaas" }

Other Contact center products · 13

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Source

1# yaml-language-server: $schema=../../schema/component.schema.json
2# Google Cloud CCaaS (CCAI Platform): full-stack contact centre that queues and routes
3# customer interactions. "Setting up and assigning agents to channels and queues": IVR
4# voice, web and mobile chat, SMS and email channels, agents assigned to queues, and
5# preview, progressive or predictive outbound campaigns configured per queue.
6schemaVersion: "1"
7type: "component"
8id: "google-ccaas"
9kind: "contact-center"
10provider: "gcp"
11docs: "https://docs.cloud.google.com/contact-center/ccai-platform/docs/setup-agents-channels"
12defaults:
13  channelVoice: true
14  channelChat: true
15  managed: true
16properties:
17  channelSms:
18    type: "boolean"
19    default: true
20  channelEmail:
21    type: "boolean"
22    default: true
23  outboundCampaign:
24    type: "enum"
25    values: ["none", "preview", "progressive", "predictive"]
26    default: "none"
27  voiceTransport:
28    type: "enum"
29    values: ["pstn", "webrtc"]
30    default: "pstn"
31  virtualAgentIntegration:
32    type: "boolean"
33    default: false

The same page as markdown, for an agent: /catalogue/components/google-ccaas.md