Google has released Contact Center AI Platform versions 6.13 through 5.2 between August and September 2026, delivering fixes for over 100 issues alongside new features including smart disposition, answering machine detection, and expanded email capabilities. The updates span the core CCaaS platform, advanced reporting dashboards, mobile SDKs, and agent desktop, directly affecting system reliability and agent workflows for support and product development teams.
Agent desktop and routing fixes
Version 6.13 resolves a persistent issue where agents were incorrectly marked as active on calls indefinitely after a transfer went unanswered, blocking them from receiving new work. Another fix prevents calls from getting permanently stuck in queues when multicast fallback was disabled. The release also addresses problems with session metadata and data feed files missing from external storage for chats that ended before the first customer message, along with a Salesforce integration bug where click-to-dial calls linked to the wrong case.
Version 6.12 introduces cold transfers that auto-resume, eliminating the silence that previously occurred when a receiving agent answered a transferred call. A new network diagnostics tool in the agent desktop lets agents and supervisors check network strength and troubleshoot connection issues directly. The agent desktop can now be opened from the CCaaS portal via a new Apps menu without ending the portal session.
Reporting and monitoring improvements
Advanced reporting dashboards version 6.4 adds an Active Call ID(s) column to the Real-time Agent Monitoring dashboard, reducing the steps supervisors need to identify calls during live monitoring. The Teams filter has been renamed to Agent Teams for clarity, and a Queue Teams filter now lets users filter queued interactions by the team assigned to the queue. New columns for Total Consumer Talk Time, Total Hold Time, and Total Consumer Chat Time appear in the Real-time Calls and Chats dashboards. French Canadian language support is now available across all advanced reporting dashboards.
Version 5.1 of the dashboards fixed inaccurate per-hour figures on Performance Overview and Agent Performance dashboards, and corrected virtual agent call metrics that were previously incorrect across multiple dashboards. Sub-teams are now included when top-level teams are selected in the Team filter, closing a gap in hierarchical reporting.
Email, campaigns, and AI features
Version 5.2 delivers answering machine detection for progressive outbound campaigns, allowing the platform to analyze call audio and determine whether a live person or voicemail answered. A new smart disposition feature uses AI to suggest a disposition code at the end of a session, reducing manual agent work. Email forwarding with attachments is now supported directly from the email adapter, and two new read-only API endpoints let external systems retrieve parsed email session and message content.
Version 6.9 brings full email support to the agent desktop, with agents able to handle email interactions through a dedicated adapter in a desktop layout. Version 6.7 adds a bulk email status update endpoint that supports partial success reporting, letting integrations identify which sessions still need attention. Version 6.4 introduces automatic SIP parameter mapping in contact lists and email OAuth profiles for Microsoft 365 using client credentials, making shared mailbox authentication more resilient.
Mobile SDK and web SDK updates
Mobile SDKs version 2.16.2 adds chat check-in for both Android and iOS, ensuring end-users are present before connecting them to a human agent. This decreases average handle time by eliminating the wait for users who have abandoned a chat. A new "is typing" indicator shows end-users when an agent is typing. The release also fixes issues with mobile inbound calls failing to connect and duplicate end-of-chat notifications on iOS.
Web SDK fixes in version 6.13 address accessibility compliance, with menus now meeting WAI-ARIA keyboard navigation standards and screen readers able to identify text size options for the chat screen.
Why this matters for customer support and product development teams
For customer support leaders, the cascade of fixes to agent state management - preventing agents from being stuck in active or wrap-up statuses - directly translates to more predictable staffing and fewer missed customer contacts. Product development teams managing integrations should review the Salesforce and HubSpot fixes carefully: version 6.13 resolves a bug where Salesforce click-to-dial calls incorrectly reassigned case ownership, and version 6.12 adds phone-number-level Do Not Call configuration for HubSpot. The new bulk email status endpoint and email OAuth profiles reduce the custom development needed to maintain reliable email channel operations.
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