This page covers Zoom Contact Center web portal releases. For Zoom Contact Center client releases, refer to client release notes.
Upcoming Release
Details about upcoming releases will be posted as they become available.
Current Release
November 3, 2023
New and enhanced features
- Admin features
- Enhancements to Performance Management
Admins and supervisors can reorder automation cards by dragging them on the Automations page. The order of the cards determines the priority of the automations when evaluating interactions. The first matching automation will be applied. On the Add/Edit automation page, several improvements have been made, such as adding ‘Video’ as a channel type option, renaming ‘Automation schedule’ to ‘Automation interval’, and updating the helper texts and labels for clarity and consistency. The automation name is now a hyperlink that leads to the interaction list filtered by that automation. There are also UI enhancements to make it easier to view data relevant to evaluations and calibrations directly from the review page. - Enhancements to offline (manual) interactions
Manual interactions have been renamed to offline interactions. The description field in offline interactions now supports rich text, allowing for more customizable formatting and easier readability. Offline interactions now open in a separate page to provide a more consistent experience with other channel types. Additionally, comments are now supported for offline interactions. - Enhancements to scorecards
Admins and supervisors can add an N/A (not applicable) option ro rating scale questions. This allows respondents to indicate a question does not apply. Secondly, the required toggle has been removed for all question types, as it is redundant with the N/A option.
- Agent and consumer features
- View evaluated interactions
Users can apply a filter to the My Interactions list to quickly see only interactions that have been evaluated and easily access the associated answers and total score.
Previous Releases
Note: The information in the past release notes may have been superseded by subsequent release notes. Please review all current release notes carefully.
October 13, 2023
New and enhanced features
- Admin features
- Track silence and talkover events in audio recordings
Account owners and admins can track silence and talkover events that meet a configurable time threshold in audio and video recordings using speech analytics. Silence and talkover events are periods of extended silence or multiple participants speaking simultaneously that meet a certain threshold. Users can filter and view the number of silence and talkover events for each interaction, as well as see a visual indicator of these events in the media player. This feature helps users identify and analyze the quality and effectiveness of the interactions. Silence/talkover events that are 3 or more seconds will be tracked. - Preview transcript for keyword search results
Quality Management users can see a preview of the transcript that contains the searched keyword(s) or the filtered indicator or topic on the Interactions page. This feature gives users more context and saves them time from navigating to the interaction detail page and finding the relevant portion of the transcript. They can also quickly access the interaction detail page.
September 18, 2023
New and enhanced features
- Quality Management
Zoom Quality Management is designed to help contact centers track and analyze customer interactions, measure agent performance, provide actionable insights, and proactively identify areas for improvement while maintaining organizational compliance. Quality Management is available to purchase by customers with a Zoom Contact Center license.