Release notes for Zoom Contact Center

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.

Released

November 16, 2024

New, enhanced, and changed features

Resolved issues

October 19, 2024

New, enhanced, and changed features

Resolved issues

September 21, 2024

New, enhanced, and changed features

September 14, 2024

New, enhanced, and changed features

Resolved issues

August 24, 2024

New and enhanced features

• Enhancements to Send Media and Collect Input widgets
  Account owners and admins can send both text and images to consumers using the Send Media and Collect Input widgets in messaging flows. Admins can select images from the assets library or upload new images from their computer. This allows for a more engaging and interactive messaging experience with consumers.

August 17, 2024

Changes to existing features

• Increased maximum skill proficiency level
  Admins can now set the maximum skill proficiency level up to 25 for any Skill Category during creating or editing. Previously, the maximum proficiency level was limited to 5. This enhancement can better accommodate customers who require more granular proficiency levels. The higher proficiency levels enable more precise skill-based routing to connect customers with agents who have the appropriate expertise.
  Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024

New and enhanced features

• Admin features
  • Configure unsubscribe link for outbound emails
    Admins can configure the unsubscribe experience for end-consumers receiving outbound emails from Zoom Contact Center. They can choose to send consumers to a different URL to answer questions or display a message. The unsubscribe link settings are enabled by default for outbound emails in email preferences. Admins have the option to edit the unsubscribe link settings and experience. This feature helps businesses comply with applicable requirements for commercial messages, and improves email deliverability by allowing recipients to opt-out.
  • Support for various data types in Script widget
    The Script widget in Zoom Contact Center now recognizes and supports Number, Boolean, and Date data types. Admins and bot flow designers can write JavaScript code to create variables, perform computations, and manipulate data of these types when making API calls and processing responses.
  • Enhanced API connectivity for Info Retrieval
    Admins can add custom HTTP headers for Info Retrieval. This allows AI Expert Assist's Info Retrieval feature to support a wider variety of APIs and enhances the compatibility with third-party systems.
  • Enhancements to Set Variables widget
    Admins can set a global or custom variable by manually entering a value or passing a variable from another widget using the Set Variables widget. The Set Variables event provides detailed information about the variable type, variable group, variable name, and the new value. If the variable preference is set to mask the value, the value is displayed as [Masked Value] to ensure confidential information is not revealed. This enhancement allows admins to easily manage and configure variables for their Contact Center workflows.
  • Audio settings for waiting room videos
    Account owners and admins can enable or disable audio for videos played in the waiting room experience. If enabled, the audio plays automatically when the video starts for consumers on web, mobile, or kiosk devices. However, consumers have the ability to mute the audio if preferred.
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024
  • Provide Zoom Phone extension info for use in Launch URL
    For inbound calls to Zoom Contact Center from Zoom Phone users, the caller's extension number is available in launch URL system parameter. Admins can reference this parameter in the Launch URL setting of queues to enable screen pops or other integrations based on the caller's Zoom Phone extension. The extension number is provided for Ringing, Answered, and Ended trigger types of inbound calls. This allows better identification of Zoom Phone callers and tighter integration with CRM systems or other applications within Zoom Contact Center queues.
  • Enhancements to admin integration between Zoom Phone and Zoom Contact Center
    Zoom Phone (ZP) admins can integrate Zoom Contact Center (ZCC) natively through the admin web portal. They can route calls to ZCC voice flows and numbers from auto receptionists, call queues, shared line groups, and other routing options. Admins can view and select published ZCC voice flows with assigned phone numbers. They can also set ZCC numbers as outbound caller IDs for users, rooms, and common areas. This feature provides a better platform integration between ZP and ZCC.
  • Voice queue survey trigger settings
    Admins can set a time threshold from 1 second to 10 minutes for triggering voice queue surveys in Zoom Contact Center. The system measures the time between the Consumer Answer and Agent Hangup events for outbound voice calls. If the call duration is within the threshold, the survey will not be triggered. This feature ensures surveys are only triggered for meaningful calls, reducing unnecessary survey prompts.
  • Messaging queue alerts
    Admins with queue management permissions can configure alerts for their messaging queues. Alerts can be set up for specific conditions like service level breaches, inbound overflows, and inbound declines. Additionally, alerts can be configured separately for each messaging source, such as Facebook or WhatsApp. This enables admins to closely monitor their messaging queues and receive timely notifications when issues arise, ensuring efficient management of their Contact Center operations.
  • Campaign targeting based on HTML language attribute
    Admins can create web chat campaigns that are targeted based on the HTML language attribute on a given webpage. This functionality allows businesses to show or hide campaigns based on the language preference of their customers. The campaign targeting can be configured under the Targeting section of Campaigns, with the language attribute taking precedence after the URL setting. By leveraging this feature, businesses can ensure that their customers receive a personalized experience in their preferred language.
  • Save SMS conversation transcripts in CRM systems
    Admins can enable or disable the automatic saving of SMS transcripts within the CRM systems, such as Zendesk, Salesforce, ServiceNow, and MS Dynamics 365. When enabled, agents using CTI connector can review the full context of their SMS interactions with customers within the CRM. The transcript is formatted with participant names, timestamps, and captioned text. Personally identifiable information (PII) can be redacted from the transcripts based on admin preferences.
  • Enhancements to variable loading in widgets
    Admins can load variables in Flow widgets with clear distinctions between local, custom, and global variables. The loading process is optimized with lazy loading and infinite scrolling for a smoother experience. Furthermore, variable search functionality is enhanced providing a more user-friendly interface.
  • New Used In column in Queue page
    Account owners and admins can see a new Used In column in the queue page, which displays the flows that each queue is assigned to. When deleting a queue, admins are informed of which flows use that queue. Additionally, clicking on a flow name takes the admin directly to that flow. This feature helps prevent accidental deletions that could impact existing configurations.
  • Engagement wrap-up experience enhancement
    The wrap-up enhancement feature gives brands more control over agents' disposition selection during engagement wrap-up based on queue settings. For existing queues with disposition enabled, the default setting is optional selection, while for new queues, it's set to mandatory. This feature is enabled by default for all accounts and is only supported on the Zoom desktop and Zoom Web apps.
    For CTI users, if disposition is enabled in the queue, agents must select a disposition during wrap-up. An error message will appear if they attempt to wrap up without selecting one in the CTI client. 
• Agent and consumer features
  • Enhancements to work Sessions in Zoom Contact Center CTI Connector
    The Zoom Contact Center CTI Connector enables agents to start and stop work sessions from integrated third-party applications like Salesforce, ServiceNow, MS Dynamics365, and Zendesk. Agents can set their status appropriately so their hours are reflected in reporting. Admins can enable session timeouts and force session ends if needed. This provides more robust work session management and accuracy in tracking agent hours and status from within CTI integrations.
  • Outbound (1-1) email engagements for agents
    Agents and supervisors can initiate outbound (1-1) email engagements with consumers. They can search and select a contact from the address book or manually enter an email address. Agents can select a configured From email account and associate the outbound email with a queue. Supervisors can view the engagement direction as Outbound in the engagements tab. Agents cannot send emails to unsubscribed consumers.
  • Synchronized work session tracking for agents across all platforms
    Agents can end their work sessions from any platform, including the desktop app, web client, or embedded client, with the system automatically syncing the work session status across all platforms the agent is logged into. Admins can see the client details used for the last sign-in or sign-out in the usage reports. This ensures accurate tracking of work hours, especially for customers with concurrent licenses.
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024
  • Consumer engagement history across channels
    Agents and supervisors can view the engagement history for consumers for multiple channels, including email, authenticated messaging, and social media. The engagement history is linked based on the consumer's unique identifier, such as email address, authenticated consumer ID, or social media ID. Agents and supervisors can access key details like engagement duration, events, assigned agent, notes, and conversation summary. This allows agents to better understand the consumer's journey and provide personalized service.
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024
  • Add transfer note to be displayed in notification to transferee
    Agents can add an optional note when transferring an engagement to another agent. The note provides relevant context to the receiving agent, allowing them to better understand the situation and assist the consumer more effectively. Agents can cancel the note before completing the transfer. The note has a maximum length of 30 words or 114 characters and is included in the inbound notification to the receiving agent.
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024
  • Enable sending MMS/image as first outbound message
    Users with permission to send outbound SMS/MMS can now send MMS messages, including images, as their first outbound message. Previously, only text messages could be sent as the first outbound message. This feature enables users to share visual content like holiday greetings or other images from the initial outbound message.
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024
  • Enhancements to language detection for campaigns
    Consumers can now engage with multi-lingual campaigns in their preferred language more reliably. The language detection feature converts any detected 2-digit language codes (for example, 'en' for English) to the corresponding supported ISO language code (for example, 'en-us'). This allows the bot to display in the correct language, even when the consumer's settings do not include the locale. However, if an unsupported 4-digit code is detected, the feature maintains the default campaign language.
  • Enable WebRTC core window for agents
    Agents can enable or disable the WebRTC core window for handling engagements from the CTI connector. By default, the setting is disabled, allowing agents to handle engagements without a separate core window launching the WebRTC connection. When enabled, a separate core window opens to launch the WebRTC connection for handling engagements. This provides flexibility for agents to choose their preferred method of handling engagements.

Resolved issues

• Minor bug fixes

Note: The Team filter on the Closed Engagements page and Enhancements to call recording permissions features have been pulled from release due to issues with deployment and will be available in another upcoming release. 

July 20, 2024

New and enhanced features

• Admin features
  • Explicit no-consent/do not record option for voice recording
    Consumers can explicitly opt out of voice call recording by selecting a Do Not Record option when asked for recording consent during a voice engagement. Admins can configure the Do Not Record prompt and enable/disable this option at the account or queue level. The new queue logic (if enabled) checks the engagement's RecordingConsent variable value and acts accordingly, skipping recording prompts, disabling recording controls for agents, and not recording the call if Do Not Record is selected. This provides consumers with additional consent options so their choice is honored throughout the engagement. This feature is also supported in the CTI connector.
  • Enhancements to AI model selection for AI features
    Account owners and admins can opt out of using third-party AI models for Zoom Contact Center's AI Companion and AI Expert Assist features. This provides an alternative to the third-party AI models currently used, addressing concerns around data security, regulatory compliance, and availability across regions. This option gives customers greater control over their data and AI model usage. This feature must be enabled by Zoom.
    Note : Unavailable features at launch: AI Companion's Follow-up tasks and AI Expert Assist's Auto disposition. 
  • Gryphon.ai integration for Do Not Call (DNC) services
    Account owners and admins can integrate just-in-time DNC scrubbing services from Gryphon Network Corporation. This feature allows campaigns to utilize both manual (CSV-based) and third-party integrated DNC lists, facilitating real-time DNC checks per call. Additionally, campaigns will automatically scrub contacts if numbers are added to the DNC list while the campaign is running. These improvements ensure that restricted numbers are excluded from outbound campaigns, supporting compliance with applicable requirements.
• Agent and consumer features
  
  • HubSpot contact search and disposition code management
    Agents can now search and dial HubSpot contacts directly from the CTI connector in Zoom Contact Center by typing a phone number or name. Matching records will be displayed, and clicking the phone icon initiates outbound dialing with a screen pop of the matched record. Additionally, agents can tie call logs to contacts by selecting a name within the engagement screen. Disposition codes entered in the wrap-up screen will be captured in HubSpot's Outcome field if call outcomes are saved in HubSpot, or in the Comments field if the disposition list is stored in the Zoom Contact Center queue. This feature enhances agent productivity and customer experience.
  • Improved agent experience for warm transfers
    Agents using the CTI connector can select which person (the original caller or the person they are transferring the call to) to talk to during a warm transfer. They can easily swap between the two parties before completing or canceling the transfer. When transferring to another agent or supervisor, or to a Zoom Phone user, agents have the same warm transfer experience. While the agent initiates the transfer and talks to the other party, the original caller hears music. This feature eliminates friction for agents who need to gather additional information from the original caller before completing the transfer.
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 22, 2024
  • Visual indicator for new messages in Zoom Contact Center
    Agents using the Zoom Contact Center CTI connector can now receive visual and audio notifications for new inbound unread messages from end consumers across various channels, including SMS, chat, Facebook, WhatsApp, and video. The visual notification displays a count of new messages for background engagements, helping agents stay aware of incoming messages even when multitasking or working on multiple engagements simultaneously. This feature improves agent responsiveness and ensures timely responses to consumer inquiries.
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 22, 2024

Resolved issues

• Minor bug fixes

Note: The Enhancements to Work Sessions in Zoom Contact Center CTI Connector and Team hierarchy filtering for Wallboard reports features have been pulled from release due to issues with deployment and will be available in another upcoming release. 

June 15, 2024

New and enhanced features

• Admin features
  • Enhancements to messaging PII redaction during transfer
    Users can view unredacted messaging transcripts during an active engagement, even if Personal Data Redaction is enabled. For example, if an agent transfers an engagement to another agent, the second agent can see the messaging transcript with the consumer's personal data unredacted. This gives agents the necessary context to fulfill the consumer's request. Once the engagement is complete, the system redacts personal data from the transcripts if redaction is enabled. This feature protects consumer privacy while allowing agents to provide seamless service.
  • Enhancements to email transcript management
    Account owners and admins can manage email transcripts in Zoom Contact Center. They can set permissions to grant roles access to download or delete email transcripts. Admins can also configure the storage location for email transcripts and download or delete transcripts from the Engagements logs. Transcripts capture details like timestamps, participant information, and email content, enabling comprehensive review and analysis of email interactions.
  • Email account disconnection alerts
    Admins are notified with alerts if the connected email account gets disconnected from Zoom Contact Center. This helps admins re-establish the connection promptly to minimize disruption in receiving new email engagements and responding to existing ones.
  • Email asset management
    Admins can create reusable email assets and save them in the assets library as system assets. Admins can then select and trigger these email assets in email flows using the Send Media widget. This allows admins to send automated acknowledgment emails to consumers without having to recreate the content manually for each flow or queue. The feature reduces redundancy and inconsistencies in email messaging, enhancing efficiency for admins.
  • Localized video disclaimer for global video engagements
    For video engagements, the video disclaimer displayed to consumers at the start is now localized to match the language of the engagement. Admins have the ability to review the default localized video disclaimer messages and customize them as needed. This localization enables consumers to receive the disclaimer in their preferred language, providing a personalized experience during video interactions with the Zoom Contact Center solution.
  • Third-party Do Not Call (DNC) service integration
    Account owners and admins can integrate outbound voice campaigns with third-party Do Not Call (DNC) services like Contact Center Compliance Corporation (DNC.com). This allows real-time scrubbing of contact lists against DNC registries before placing calls. This helps brands stay compliant with federal and state regulations for outbound campaigns. 
  • Manage outbound campaign contacts via APIs
    Account owners and admins can manage outbound campaign contact lists and contacts through new APIs. Admins can create, retrieve, update, and delete contact lists and contacts for outbound campaigns using the /contact_center/outbound_campaign/contactlist and /contact_center/outbound_campaign/contactlist/{contactlistID}/contacts endpoints. This allows efficient integration with third-party applications and improves the process of importing contacts for outbound dialing campaigns.
    Note: This feature is dependent on Zoom App Marketplace API scopes which will be available on June 23, 2024.
  • Wrap up and disposition for engagement transitions
    Admins can configure wrap up and disposition settings for agents who were previously assigned to an engagement that involved internal transfers, or supervisor takeovers. This applies to inbound and outbound voice and video engagements. Agents can enter wrap up details and select dispositions after their part in the engagement is complete for proper documentation and closure. This allows agents to properly document and close out engagements before moving to the next one. This feature is supported only on the Zoom desktop app and and Zoom Web App, and it must be enabled by Zoom.
  • SMS activity tracking for omni-channel engagements
    The SMS log now captures all SMS messages sent and received during customer engagements across all channels, including voice, video, chat, and messaging. Admins can differentiate between automated SMS messages and those sent by agents, enabling them to optimize automation and ensure agent accountability. The SMS log also displays the timestamp of each SMS message, allowing admins to correlate SMS activity with other events in the event log. This comprehensive tracking of SMS communications provides admins with insights into SMS usage and associated billing charges.
  • Populate and access Agent global variables
    Account owners and admins can populate and access the global system Agent variable group with information about the assigned agent that handled an engagement. The variables are populated when an agent answers a call, transfers an engagement to another agent, or when the engagement is routed to the agent. Admins can also edit the Agent group variables and enable the Values used as External URL Parameters setting to configure the Launch URL with agent information. This allows for better tracking and integration with third-party systems.
  • Visibility into agent queue and engagement outcome
    Admins can access the assigned agent queue name and disposition for an engagement through new global variables. The global_system.Engagement.queue variable provides the queue name of the agent assigned to the engagement, which updates if the agent changes. The global_system.Engagement.disposition variable shows the disposition selected by the agent or system for the engagement. These read-only variables are accessible in flows, allowing admins to utilize this engagement data in widgets or scripts.
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for June 17, 2024
  • Erase personal information from email transcripts
    Account owners and admins can now redact personal data from email engagement transcripts on demand. The Erase Personal Information function has been extended to support the email channel, allowing admins to remove consumer PII from email logs. This feature enables brands to meet regulatory requirements for data privacy and fulfill consumer requests to have their personal information erased from internal systems after an engagement is completed.
  • Screen pop settings for voice channel - Salesforce CTI Connector
    Admins can configure the Screen Pop setting for the voice channel for Salesforce CTI Connector in the Zoom Contact Center admin portal. The setting allows admins to choose whether agents see the screen pop of matching CRM records during call ringing or after the call is answered. This setting applies to both softphone layout and IVR-based search settings. Agents see the Screen Pop according to the configured setting for inbound and outbound engagements. The new setting provides flexibility to customize the agent experience based on their preferences.
  • Automatic message translation for multilingual support
    Agents can automatically translate inbound messages to their preferred language and outbound messages to the consumer's preferred language. Account owners and admins can enable or disable this feature at the account and queue levels under AI Expert Assist settings. This enhances multilingual support and improves the overall customer experience.
  • Authenticated consumer identification
    Account owners and admins can configure Zoom Contact Center to leverage a new AuthenticatedConsumerID global variable. This new variable can be mapped to consumer ID information associated with an authenticated consumer available in incoming authenticated consumer JWT payload.
  • Auto sync dialer contact list with address book
    Account owners and admins can automatically sync contacts in a Zoom Contact Center address book with a outbound campaign contact list. Admins can configure the address book to use for syncing contacts from the campaign contact list setup. The contact list gets updated when contacts are created, updated, or deleted in the linked address book. This feature allows for efficient management of contact lists for outbound voice campaigns by automatically keeping them in sync with address book changes.
  • Engagement wrap-up experience enhancement
    Admins have more control over disposition selection during engagement wrap-up. Admins can make disposition selection mandatory or optional for queues. When mandatory, agents must select a disposition code and cannot skip this step. Admins no longer need to configure a default disposition for the auto-close engagement option. During wrap-up, agents can save the disposition selection and continue adding notes before ending the engagement. The wrap-up flow provides better visibility into the remaining steps, ensuring agents complete the engagement closure process seamlessly. This feature is supported only on the Zoom desktop app and and Zoom Web App.
  • Queue callback timeout and handling enhancements
    Admins can set a maximum time limit for voice and video queue callbacks to remain active in the queue, after which the tasks are automatically removed. Admins also have the option to notify callers when their queue callback task is removed due to the timeout, either through an automated prompt, SMS message, or email. Admin can define time window during which queue callback is offered to the caller and they can also define callback return window during which consumer is contacted for an active callback. These enhancements provide greater control and flexibility in managing queue callbacks, leading to improved efficiency and a better caller experience.
  • Select Zoom Phone user number as outbound caller ID
    Admins can now select a Zoom Phone user (E.164) number as the outbound caller ID when making calls from voice campaigns. This option is available for US and Canada native virtual and toll-free Zoom Phone numbers only. Admins are informed that using a Zoom Phone number as the caller ID is restricted to these regions. This enables agents to make outbound campaign calls with a recognizable caller ID, improving call answer rates. This feature must be enabled by Zoom.
• Agent and consumer features
  • Show original caller name and number for transferred calls from Zoom Phone
    Zoom Contact Center displays additional information on incoming call notifications and active engagements. When a call is transferred from Zoom Phone, agents can view the original caller name and number as well as details on who initiated the transfer, whether it was an Auto Receptionist, call queue, or specific user. Having this visibility into the source of the transfer enables agents to provide better customer service.
  • Real-time guidance for agents with Next Best Action recommendations
    Zoom Contact Center is introducing the Next Best Action feature, an AI-powered capability that provides agents with personalized, real-time recommendations based on customer context during interactions. Admins can configure rules to trigger actions based on intents and variables under AI Expert Assist settings. Next Best Action recommendations aim to guide inexperienced agents towards desired outcomes and improved customer experiences. This feature must be enabled by Zoom.
  • Automatic loading of AI Expert Assist results
    When AI Expert Assist detects a match, the relevant knowledge base articles, next best actions, and information retrieval results are automatically loaded for agents, without requiring them to click a button. Agents can clearly see when there is a match and can pin the desired result to prevent it from being replaced by new auto-loaded results. Duplicate results are not displayed, reducing clutter and confusion. This enhancement enables agents to access the right information at the right time, enabling them to focus on the customer interaction. This feature must be enabled by Zoom.
  • Auto-disposition and smart note generation for engagement wrap-up
    Agents can automatically see the recommended disposition and AI-generated smart notes when an engagement ends. Agents have the option to edit the disposition or notes before completing the wrap-up. This automation of wrap-up activities saves agents time and effort after each customer interaction. 
    Note: This feature is dependent on Engagement wrap-up experience enhancement feature.
  • Support for queue ID verification
    The Zoom App Marketplace now runs a check on the queue ID to verify if the queue ID of the current request matches the ID of the queue which has the app assigned. This verification process prevents apps from being opened by unauthorized Zoom Contact Center agents who are not part of the assigned queue. Agents can only access apps that are authorized to their assigned queue, enhancing security and access control for agent app usage during engagements.
  • Agent notifications for supervisor actions during SMS conversations
    Agents can now see clear indications or notifications when a supervisor joins or takes over their ongoing SMS conversations. When a supervisor begins listening, viewing, whispering, or barging on an agent's conversation, the agent receives a notification to stay informed. Additionally, agents are notified if a conversation is taken over by another user, providing transparency and preventing confusion. This feature must be enabled by Zoom.
  • SMS channel support for agents
    Agents using the Zoom Contact Center CTI connector embedded in third-party CRMs like Salesforce, Zendesk, ServiceNow, and Microsoft Dynamics 365 can now interact with consumers via SMS. Agents can both receive SMS and send SMS engagements using CTI connector. Agents can select the phone number for outbound SMS messages. If dispositions are not configured, closed SMS engagements move to the agent's Recently closed list. If dispositions are configured, agents have 12 hours to provide a disposition for closed SMS engagements. This enhances the omni-channel capabilities of Zoom Contact Center by enabling agents to handle SMS interactions efficiently. This feature must be enabled by Zoom.
  • Video experience improvements for Zoom Contact Center agents (Windows only)
    Numerous improvements have been implemented to enhance agent experience during video engagements:
    • Agents can select the background noise suppression that best meets their environment from their desktop client's audio profile settings.
    • Video and screen sharing supports resolutions up to 1080p, improving clarity and legibility.
    • During screen sharing or remote control, agents can maximize their window to full screen and zoom in up to 300% ensuring small details can be easily viewed.
    • Agents can now annotate during screen sharing.
      These enhancements are currently available for Windows desktop client only, with minimum client version 6.0.10.
  • New message notifications for consumers
    Consumers can receive enhanced notifications to inform them when they receive a new inbound message from a brand. This includes playing a notification sound and showing a browser tab notification. Consumers will need to grant browser permissions in order for this functionality to work. Additionally, consumers have the option to mute chat if they no longer want to hear audio alerts. The notifications help consumers quickly identify and respond to new messages, improving their overall responsiveness. A visual indicator for new messages has been added when a chat conversation triggered via embedded HTML is minimized by the consumer. This feature must be enabled by Zoom.
  • WhatsApp message templates
    Agents can respond to inbound WhatsApp messages after 24 hours by selecting a saved WhatsApp message template created by their admin. When an engagement is older than 24 hours, agents can see a list of available WhatsApp message templates and insert them into the compose window. Static templates can be previewed, while dynamic templates allow agents to enter custom values. Once inserted, agents cannot edit the template text but can send it or change to another template. This allows agents to respond to delayed messages without violating WhatsApp reply restrictions.
  • Consolidated chat history for authenticated consumers
    Agents can see consumer chat history across multiple prior chat engagements by the same authenticated consumer using the authenticated consumer ID. Once an authenticated consumer ID is added to the address book, all new authenticated chats from the same consumer ID will appear in the contact history. This allows agents to provide better support by having access to the complete chat history for authenticated consumers.
    Note : Authenticated chat history for the same consumer ID prior to adding the contact to the address book will no longer be available in the history view. This feature must be enabled by Zoom.
  • SMS support for UK and Ireland numbers
    Users can purchase and use SMS-enabled mobile phone numbers in the United Kingdom and Ireland with Zoom Contact Center. Admins can submit required KYC documents before activating these numbers for use. They can view assigned and unassigned SMS-enabled numbers in the admin portal, which are clearly differentiated from other number types. Voice calls to these numbers receive a prompt stating that voice is not supported. Agents can send and receive SMS messages to and from UK and Ireland numbers using the Zoom client. This feature expands Zoom Contact Center's global reach and meets customer demand for SMS capabilities in Europe.
  • Install Remote Control App as a standard user
    Users can install the Remote Control app without administrative privileges. When the app needs to perform an operation requiring elevated permissions, it will prompt for administrative credentials. This approach ensures a smoother installation process while still providing necessary access for specific tasks. The app's messaging has been updated to reflect these changes throughout its lifecycle.

Resolved issues

• Minor bug fixes

May 18, 2024

New and enhanced features

• Admin features
  • PCI Pal payment integration
    Zoom Contact Center now provides PCI compliance to customers by integrating with providers who work on behalf of business customers to take payments over voice and digital channels securely. Zoom Contact Center has integrated with PCI Pal to provide one such solution that can be leveraged by customers. This integration allows Zoom Contact Center agents to take payments over voice or using payments links digitally. Digital payments links are supported for a variety of Zoom Contact Center channels including Video, Chat, SMS, Facebook and WhatsApp. The payment is retrieved and processed directly by PCI Pal in a compliant and secure manner. PCI Pal voice infrastructure has been integrated with Zoom Contact Center SBCs to allow PCI Pal to securely capture credit card DTMF tones from consumers. Zoom Contact Center call recordings do not capture any credit card details. This feature must be enabled by Zoom.
  • Enhancements to Real-Time Queue Performance tile
    Account owners and admins can see additional metrics in the real-time queue performance wallboard tile. New metrics include longest wait duration, longest talk duration, longest wrap-up duration, and longest reply delay for each queue. There is also a summary view with total engagements waiting across queues and longest durations across queues. This provides greater visibility into real-time queue performance to identify queues needing help.
  • Events for Preview Dialer
    Account owners and admins can use new events for the Preview Dialer feature for outbound dialing. By using existing events when applicable and creating new ones for specific cases, supervisors can monitor engagements, distinguish between dialer and agent calls, manage call lists, handle voicemails, track IVR interactions, and observe agent actions. These enhancements provide valuable insights into Preview Dialer operations, enabling better decision-making and optimization of outbound calling strategies.
  • Allow SVG files for bot avatar and campaign header image
    Account owners and admins can upload SVG image files for bot avatars and campaign headers. SVG allows using transparent backgrounds to showcase company logos. This improvement gives users the freedom to tailor campaigns and bot appearances to align with their brand identity.
  • Enhancements to Work Sessions for email engagements
    Zoom Contact Center agents would be able to end their work session if they have inactive email engagements i.e. email engagements marked as awaiting reply, assigned to them. When an agent ends their session with inactive email engagements, those engagements will be automatically reassigned to available agents, if the end-consumer responds when the agent is not available. This provides agents with more control over their work hours.
  • Sound alerts for new unread messages
    When enabled, agents will hear a sound notification when they receive a new unread message for a background engagement they have open. This helps ensure agents receive audio reminders of messages needing a response when they are multitasking between engagements or applications. By notifying agents of messages requiring their attention, this improves agent productivity and consumer satisfaction. This feature must be enabled by Zoom. 
    Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for May 19, 2024
  • Enhancements to button display
    The Zoom Contact Center user interface has been improved with regards to displaying buttons to end users. Previously, buttons appeared unaligned and disorganized. They are now displayed stacked vertically and aligned for a cleaner and more intuitive interface. This enhancement provides end users with a better experience when presented with multiple button options to select from within Zoom Contact Center .
  • Enhancement to overage calculation logic
    The Zoom Contact Center Concurrent Seat Model has been enhanced to provide customers with greater flexibility in connection with short-term overages. Prior to this enhancement, overage charges were incurred immediately when the number of users concurrently exceeds the purchased seats, even if this overlap was only for a brief period, such as during shift changes. Eligible customers will now enjoy a 30-minute grace period for overage calculations when users sign in. This means that if the number of concurrent users exceeds the purchased seats during this grace period, eligible customers will not be charged for the overlapping seats. Instead, overage charges will only be applied if the excess usage extends beyond 30 minutes. This enhancement will better align the billing practices with the dynamic nature of customers' operations.
However, it's important to note that while Zoom strives to offer flexibility, Zoom is also committed to preventing abuse of our system. Therefore, Zoom plans to implement an internal flagging system to monitor usage patterns. If any instances of abuse are identified, such as deliberate logging in and out to circumvent overage charges, Zoom reserves the right to adjust the grace period accordingly for that account.
Additionally, Zoom may modify or discontinue the grace period concept and/or customer eligibility criteria at any time in its sole discretion.
  • Support for Video Channel in Zoom Contact Center Smart Embed
    Account owners and admins can enable Zoom Contact Center to integrate with third-party web applications like CRM, ticketing systems, EHR, and ERP systems through a smart embed. This feature allows users to handle video interactions, manage their status, and opt in/out of queues directly from the third-party application. It also provides developers with methods to perform screen pops, save engagement logs, relate interactions to specific objects, and invoke APIs based on contact center events. This integration enhances the user experience and streamlines workflows by combining Zoom Contact Center functionality with existing third-party applications.
  • Configure CRM setting
    Account owners and admins can configure CTI connector settings through a new Configure CRM settings screen. Admins can enable channel configuration for agents, configure caller and context search criteria, and view configuration status per channel. The new setup flow provides a more intuitive experience for configuring CTI connector integrations for Salesforce, MS dynamics 365 and Zendesk.
  • Control agent conference options by queue settings
    Admins can configure if engagements in a queue can be conferenced to other queues, Zoom Contact Center users, or external phone numbers. This prevents agents from accidentally conferencing engagements to incorrect destinations. The feature also allows exempting queue supervisors from the restrictions. Overall, it enables admins to tailor voice conference permissions to the specific needs of each queue.
  • Route engagements to specific agents with variables in flows
    The Route To widget in Zoom Contact Center flows has been enhanced to allow routing engagements to specific agents defined by a variable. Admins can select a variable that resolves to an agent's email address to dynamically route engagements. This provides more flexibility compared to routing to predefined agents. 
• Agent and consumer features
  
  • Preview phone numbers before dialing with Zoom CTI Connector
    A new option allows agents to preview phone numbers before dialing when clicking on a phone number in CRM systems like Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics 365. This helps agents avoid incorrectly dialed numbers stored in CRM. The CTI Connector dial pad shows the previewed number so agents can edit it before manually dialing if needed.
  • New searchable skills drop-down when transferring to queue with routing profile
    A new search capability to the skills drop-down has been added so agents can quickly find the appropriate skill to complete the transfer. It allows faster completion of transfers to queues with routing profiles. This applies to Zoom Contact Center channels where the skills modal is shown such as Zoom desktop and Zoom Web App.
    Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for May 19, 2024
  • Persist outbound caller ID selection for agents across sessions
    Agents can now persist their last used outbound number when sending SMS or voice engagements. Once an agent selects their outbound number, this selection will be remembered across clients within Contact Center. This enhances the agent experience by removing the need to re-select the same outbound number every time they log in or switch clients. Overall, it saves agents time and simplifies workflows when handling outbound SMS and voice engagements.
    Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for May 19, 2024

Resolved issues

• Minor bug fixes

Note: The Enhancements to Work Sessions in Zoom Contact Center CTI Connector feature has been pulled from release due to issues with deployment and will be available in another upcoming release. 

April 13, 2024

Changes to existing features

• Phone Number menu moved and rebranded
  The Phone Number menu in Contact Center Management section in left navigation has been relocated to its own section and renamed Number Management . Within this section, admins will find various functionalities including Phone Numbers, Number Porting, Provider Exchange, SMS Campaigns, Number Compliance Addresses (KYC), and Partner Portal (visible only to partners). This feature is currently being rolled out gradually to our customer base. As a result, the Number Management section may not yet be available to all users.

New and enhanced features

• Admin features
  • Scheduled callbacks
    Account owners and admins can set up the ability for consumers to schedule a callback for voice and video from Brand’s website without having to enter a queue. Consumers will be prompted to enter their name, phone number, and callback time. At their scheduled time, the callback is initiated as soon as the agent is ready. Supervisors will be able to view scheduled callbacks from the Engagements page in the desktop client. 
  • Enable Mexico as a storage location for Zoom Contact Center content
    Zoom Contact Center admins can select Mexico as a storage location for recordings, transcripts, and inbox messages. Admins can enable Mexico storage on both the account level and for individual queues. This provides more flexibility for customers who need to meet data residency requirements. Storing data locally in Mexico helps customers comply with regulations. It also provides parity with upcoming Meetings and Phone support.
  • Pass CRM ticket info from Zoom Contact Center to Zoom Phone
    When an agent transfers a call, Zoom Phone can receive CRM ticket information. This includes the CRM ticket ID captured in Zoom Contact Center flows which can be passed to the Zoom Phone interface. This ticket ID will display in a dedicated section to distinguish it from regular variables. Agents can simply click on the ID to access the corresponding ticket. In addition, admins can configure whether to automatically launch the ticket URL when the call is answered on Zoom Phone. Displaying relevant CRM ticket info provides agents context about the customer inquiry history when handling transferred calls. The receiving Zoom phone user must have the Power Pack license and Zoom Assistant enabled to see this data. This feature must be enabled by Zoom.
  • Enhancements to WhatsApp integration
    Account owners and admins can now configure engagements to display the end consumer WhatsApp number in the engagement profile. This allows agents to view the WhatsApp number of the consumer contacting them, and copy the number into third-party tools if and when needed.
  • Enhancements to Zoom Contact Center package assignment and notifications
    Account owners and admins can assign users to tiered pricing packages like Essentials, Premium, and Elite in bulk to simplify license management. Alerts and notifications have also been updated to reflect new package names. Users assigned to the Elite package will automatically get access to Workforce Management and Quality Management capabilities. These enhancements provide a smoother admin experience for configuring and managing Contact Center licenses and access.
  • Agents note visibility and limitation in CTI Connector
    Agents can now view the maximum character limit for notes in the CRM while entering data via the CTI connector. Agents are now restricted from entering notes beyond the maximum character limit directly in the CTI connector. This prevents data loss due to truncation upon synchronization with Salesforce.
  • Enhanced Caller and Context Search control for ServiceNow CTI Connector
    The new Comparison Operator setting in the Zoom admin portal enables admins to specify exact, partial, or starting character match criteria for Caller Search and Context Search across voice, video, and messaging channels. Admins can customize search behavior, while agents benefit from improved search results reflecting the updated configuration settings. This resolves issues with incorrect screen pops triggered by partial matches and enhances user experience by providing precise search criteria control.
  • New events for messaging timeout and auto-close
    Zoom Contact Center is introducing new messaging engagement events that are displayed when an auto-close alert message is sent to a consumer or when the engagement is auto-closed due to consumer inactivity. This helps account owners and admins monitor and analyze auto-close behaviors for messaging engagements.
  • Simplified bot timeout handling
    Timeout handling has been simplified by removing the timeout setting in the Zoom Contact Center bot widget since timeout can be configured in Zoom Contact Center preferences and Zoom Virtual Agent. This improves the Zoom Contact Center flow experience when bots are used.
  • Support for knowledge base groups within AI Expert Assist
    Admins can associate a knowledge base group with an AI Expert Assist instance. This allows agents to get knowledge base article results from different repositories within the knowledge base group. Previously, agents were limited to results from a single knowledge base repository. By supporting knowledge base groups, AI Expert Assist can provide agents with the best knowledge base match even if the article resides in a different repository. This improves the AI Expert Assist experience by expanding the knowledge base search scope and ability to retrieve the most relevant KB articles.
  • Auto-ticket creation for Zendesk
    Admins can configure flexible rules for auto ticket creation in the Zendesk integration. New settings allow enabling or disabling auto-ticket creation and controlling whether tickets are created for inbound, outbound or both engagements. When enabled, tickets are automatically created with engagement details like channel, caller name, and agent. This saves agents time from manually creating a ticket for every interaction.
  • Configure blocked numbers for voice and SMS
    Account owners and admins can set up block lists for voice calls and SMS messages in the Zoom Contact Center. They can specify individual numbers or ranges to block for inbound calls/messages, outbound calls/messages, or both directions. Numbers added to the block list cannot be dialed from the Zoom Contact Center dialpad and will not receive callbacks. Additionally, this feature extends to blocking conferences, transfers, and voice/SMS upgrades to blocked numbers, providing admins with comprehensive control over unwanted communications.
  • Improved permission sorting for roles administration
    Account owners and admins can sort administration permissions to match the exact sort order of the corresponding pages in the left menu of the web portal. This provides admins with a common reference between each permission and its applicable administration page, making it easier to navigate and manage roles.
  • Enhancements to user profile skills section
    Enhancements have been implemented on the user profile page's skills section, providing added benefits to account owners and admins. Each skill tile displays the skill's category name in addition to the skill name. This helps differentiate skills that may have the same name but belong to different categories. Seeing the category provides clarity on which exact skill is assigned to each agent. With this improvement, admins can easily confirm the correct skills are assigned without confusion when duplicate skill names exist across categories.
  • Configure consumer authentication data as global variables
    Account owners and admins can map website or consumer authentication data to global variables so that global variables can be updated dynamically if or when website or consumer authenticated data is available. The authenticated consumer data will be available as global variables in flows and the agent interface. This enables a more personalized and relevant experience based on known information about each authenticated consumer.
  • Zoom Apps for Zoom Contact Center
    Admins can add Zoom Apps built for Zoom Contact Center from the Zoom App Marketplace to their account for use by agents during engagements. Admins can configure and control the availability of each app by queue assignment. Zoom Apps for Zoom Contact Center can be custom built by customers or built by third-party developers accessing proprietary or third-party data sources and services. This improves agent productivity by eliminating agents need to toggle between applications with easy access to real-time customer records, ticketing, orders, payments and more from within the Zoom Agent Desktop.
• Agent and consumer features
  • Customize bot avatars to match branding
    Each individual bot can have a custom avatar set, which will override the default avatar set at the account level. This allows customers to brand and style each of their bots independently to match different brands or purposes. For example, a customer with multiple brands can set unique avatars to represent each brand. The customization options match what is currently available for the account avatar. This feature improves bot branding and allow bots to better match their intended brand and purpose.
  • Localization for audio prompts and voicemail transcript
    To provide a better experience for international users, default audio prompts and voicemail transcript have been localized in Spanish. The system will automatically play the audio prompt in the language that matches the consumer's language setting. This allows brands to provide a more personalized, native experience when engaging with Spanish-speaking consumers.
  • Enhancement to customize view widget setting and gauge widget
    Users can customize the View Settings in wallboard to customize colors representing Standard, Warning and Critical. The customized settings are saved so the wallboard displays the gauge widget and other widgets with the chosen colors and thresholds. This improves understanding of contact center performance metrics displayed in the gauge widget.
  • Multi-language support for AI features
    AI-generated content such as Engagement Previews, Follow-Up Tasks, and Smart Notes will now be generated with the agent's preferred language set in their client, irrespective of the language used between the customer and agent. This provides a personalized and consistent experience for agents across all supported languages. Presently, this feature is available for all messaging channels, with voice and video channels set to be included soon.

Resolved issues

• Minor bug fixes
• Resolved an issue where the consumer's name displayed as Consumer despite specific values being set for FirstName and LastName variables within the flow before routing to the agent.

March 16, 2024

New and enhanced features

• Admin features
  • WhatsApp business messaging integration for Zoom Contact Center
    Account owners and admins can add and connect WhatsApp numbers, complete basic setup and onboarding for WhatsApp, and allow agents and supervisors to send and receive WhatsApp messages within the Zoom Contact Center client interface. Supervisors and managers can also track performance specifically for the WhatsApp channel. Integrating this popular messaging channel allows brands to engage with end users who reach out via WhatsApp, improving customer experience and engagement. This feature is available only for Premium and Elite Zoom Contact Center user licenses.
    
  • Enhancements to Agent Availability widget
    The Agent Availability widget has been enhanced to allow more customizable agent selection. Supervisors can select specific agents they want to monitor rather than seeing all agents in the selected queues. New filters have been added so supervisors can narrow down the list of agents displayed in the widget. This provides more focused monitoring and management of agent availability.
  • Admin controls for AI Companion for Contact Center
    Account owners and admins can enable or disable specific AI companion features like Sentiment Analysis, Engagement Summary, Follow Up Tasks, and Talk Metrics. This allows admins to customize which AI features are exposed to agents based on their preferences. These settings can be controlled at the account and queue levels.
  • Support for multiple CRM integration in Zoom Contact Center
    Zoom Contact Center can integrate with multiple instances of CRMs like Salesforce, Zendesk, Microsoft Dynamics 365, HubSpot, and ServiceNow. Admins can configure OAuth connections for multiple CRM instances and assign which instances agents can access. Agents can then take engagements from the configured CRM instances they have access to. When an engagement comes in, the integration will match the correct CRM instance to provide automatic screen pop for the agent. After completing the engagement, the call log is also stored back in the same CRM instance. This allows organizations with multiple CRM instances, like production and sandbox environments, to leverage Zoom Contact Center capabilities across all their instances. This feature must be enabled by Zoom.
  • Interactive surveys for consumers
    Admins can link surveys to messaging queues and flows to collect feedback from consumers. At the end of a chat, consumers are prompted to take the survey in-chat or later via a web link. The in-chat survey allows consumers to respond to rating scale, multiple choice, and free response questions within the chat window. It provides a seamless way for consumers to give feedback without disrupting the chat experience. This feature enables admins to gather targeted feedback to improve consumer satisfaction.
  • Enhancements to chat customization
    A comprehensive customization options have been added for admins to tailor the chat experience to their preferences and branding requirements. This includes granular color controls for the Send button and URL hyperlinks. Admins can also upload custom fonts for chat invitations and engagement windows. Admins can further customize chat invitation button by uploading their own image as chat button. Additionally, an alternative user interaction experience for minimized state is provided for embedded chat campaigns.
  • Allow list for email domains and email addresses
    Account owners and admins can configure an allow list of approved email domains and addresses. Agents and supervisors are restricted to only forwarding or CC/BCCing emails from Zoom Contact Center to the allowed external accounts. This prevents agents from inadvertently sending customer emails to unapproved destinations. Admins can add, edit or delete additional rules to control other allowed domains or specific email addresses. This feature enhances security of customer email data and provides more control over external email communications from Zoom Contact Center.
  • Multi-language support for live transcription
    Zoom Contact Center allows admins to specify supported languages for live voice transcription. Agents can select a language to view live transcriptions. This improves engagement by displaying transcriptions in the user's preferred language.
  • Improvements to CollectInput and SendMedia widgets
    The CollectInput and SendMedia widgets have been enhanced to provide admins with increased flexibility and improve the user experience for end consumers. For CollectInput widget, admins can now offer dropdown menu to gather the necessary information from consumer. The widget supports automatic transition to the next exit under timeout functionality, and audio options for video media. For the SendMedia widget, when video media is selected, admins can choose to automatically advance users to the next step at end of media play or require interaction before proceeding. Additional options allow customizing the user experience. These improvements optimize information delivery and streamline user progression through video flows.
  • Configure background noise suppression for improved video call audio
    To improve audio quality during Zoom Contact Center video calls, account owners can configure background noise suppression. This feature allows agents and customers to enable or disable noise suppression to avoid distracting background noises. Noise suppression filters out ambient sounds like typing, chatter, or other distracting noises. This helps maintain audio clarity for both parties during a video call. Noise suppression is enabled by default to provide the best experience. However, users have the option to disable it if needed, like for troubleshooting audio issues. Customers using kiosk devices will have noise suppression automatically enabled to avoid inadvertently transmitting private conversations or sounds.
  • Pass Zoom Contact Center data to Zoom Phone
    When an agent transfers a call from Contact Center to Zoom Phone, relevant data like caller ID, agent info, identity status, conversation summary, and sentiment indicator will be passed to the Zoom Phone user. This contextual data helps the receiving user provide continuous and personalized service without repeating questions. Admins can configure data passing at the account level. This feature leverages Zoom's unified communications capabilities to connect agents and internal experts for collaborative customer service. To use this feature, Zoom phone users must have the power pack license and also enable Zoom Assistant for Zoom phone.
  • Enhancements to WebRTC Connection persistence and browser tab sync
    With the WebRTC window feature, a new window/tab opens when the agent logs into the CTI connector that launches the WebRTC connection. Any time the WebRTC Connection window opens, the agent should click the start button to ensure autoplay for sound is enabled. Agents shouldn’t close the window. Doing which will impact the ongoing engagements. This feature helps to persist connections when agents refresh their browser or pop-out widgets. This allows agents to continue conversations without interruption after browser refreshes. Additionally, agent status, notes, and active engagements sync across browser tabs. This keeps agent workflows seamless when working across multiple tabs for the same connector. This feature must be enabled by Zoom.
  • Enhancements to Flow navigation with mini-map, keyboard shortcuts, and scrolling
    Navigating the Flow canvas has been improved with features that help admins easily navigate Flow canvases so they can efficiently build and manage complex flows. The mini-map provides a bird's eye view of the entire Flow canvas to help admins visualize the flow structure. Keyboard shortcuts like 'm' to toggle the mini-map, '0' to reset zoom and using the spacebar to pan around the canvas allow for quicker navigation. Smooth horizontal and vertical scrolling allows builders to seamlessly move through all sections of a flow.
  • Enhancements to diagnostics and in-progress editing for dialer campaigns
    Account owners and admins can easily monitor progress of outbound dialer campaign in running state with campaign diagnostics dashboard showing summary metrics, including call attempts, failures, connects, and agent availability. This helps identify issues and take corrective actions without stopping campaigns. Additionally, admins can edit settings like caller ID, DNC list,  and contact hours for campaigns in progress. This provides more flexibility to optimize campaigns while running and help admins better monitor performance, tweak settings, and improve results for outbound dialer calls. 
• Agent and consumer features
  • AI-powered live engagement monitoring for agents
    AI Companion for Contact Center introduces new capabilities to help supervisors monitor and assist agents during live engagements. Supervisors can view real-time consumer sentiment, see live transcripts, follow-up tasks, and automatically generated conversation summaries to get quick insights. The UI is also enhanced to simplify common supervisor actions like listening in and recording engagements. These AI-powered features help supervisors to effectively monitor agent interactions and assist agents when needed.
  • Support for outbound preview dialer
    Zoom Contact Center is introducing an outbound preview dialer to enhance agent productivity and customer experience for high value outbound calls. The preview dialer presents contact information to the agent before placing the call so they can review and prepare. Agents can then choose to dial the number or skip to the next contact. This gives agents more control and flexibility to focus on high value interactions. The preview dialer is configurable at the campaign level and provides options like automatic and manual dialing. This feature must be enabled by Zoom and is supported exclusively on the native Zoom client.
  • Display messaging history after a voice or video upgrade
    Enhancements to messaging engagements enable agents to view messaging history after a voice or video upgrade. For SMS, chat, and social media channels, agents can refer back to previous messages once they have upgraded to voice and/or video engagements. This unified history provides continuity for complex issues that span multiple channels. By providing full context, agents can deliver personalized, seamless experiences.
  • Enhancements to outbound call banner messages
    Outbound call banner messages in Zoom Contact Center have been improved to provide agents with more context on why a call did not connect. When an outbound call cannot be completed, agents see tailored error messages based on SIP response codes received from the telephone network. For example, messages indicate if the number dialed is invalid, disconnected, busy, or explicitly rejected the call. Providing descriptive errors allows agents to better understand the status of numbers they are trying to reach. This improves productivity by reducing wasted call attempts to invalid or unavailable numbers.
  • Enhancements to screen sharing during a video call
    Agents and consumers can zoom in and out when viewing a shared screen during a video call. This feature enables them to adjust the screen percentage/size according to their preference, enhancing visibility and clarity. By offering a flexible zoom option, users can better utilize screen sharing for effective collaboration and support, ultimately improving the overall screen sharing experience. It's important to note that if agents request remote control during screen share, the zoom in/out feature will no longer be available.

Resolved issues

• Minor bug fixes

February 24, 2024

New and enhanced features

• Admin features
  • Enhancements to Campaign Management
    Account owners and admins can customize the chat window height when building campaigns in Campaign Management. Previously, the chat window dimensions were fixed. This new customization allows admins to choose between Small, Medium and Large size chat windows to provide more flexibility for designing engaging campaigns across devices and platforms.
  • Queue-level outbound SMS settings
    Account owners and admins can decide which SMS numbers are available to agents for outbound SMS including a default outbound SMS number at the account-level for all agents. Additionally, they can configure dispositions for outbound SMS in messaging queue settings.
  • Configure email routing conditions
    Account owners and admins can configure email routing conditions in flows using the Start.To and Start.From fields. For example, emails sent to different alias emails associated with a shared inbox can now be automatically routed to different queues or agents based on the alias. This enables routing emails based on products, brands, or other criteria. This allows automated email routing to appropriate teams.
  • File sharing controls for SMS
    Account owners and admins can enable or disable the ability for agents to share files over SMS entirely. In addition, any configured restrictions around allowed file types will now also apply when agents attempt to share files over SMS. This improves compliance by letting admins restrict agents from sending sensitive file types over SMS.
  • Transfer active messaging engagements to flows
    Account owners and admins can enable agents to transfer active messaging engagements to flows of the same channel. For example, SMS engagements can be transferred to SMS flows, and Web Chat engagements can be transferred to Web Chat flows. This provides more flexibility compared to only transferring between agents and queues. The associated events are tracked for reporting purposes.
  • Reuseable Info Retrieval component for AI Expert Assist
    Account owners and admins can make Info Retrieval a reusable component for AI Expert Assist. This allows admins to create an Info Retrieval instance and associate them with multiple Expert Assist instances. Previously, Info Retrieval settings had to be recreated for each Expert Assist instance. With reusable Info Retrieval, admins can define intent, API connectors, and display parameters once. This aims to reduce duplicate work for admins when setting up AI Expert Assist that leverage the same knowledge sources.
  • Granular admin controls for AI Expert Assist
    Account owners and admins can enable or disable specific Expert Assist features like knowledge base retrieval, information retrieval, and smart notes at the queue and account levels. This gives admins more control over which AI capabilities are exposed to agents, and customize the agent experience based on account preferences.
  • Inline images for emails
    Agents can insert inline images directly in the email composer. This allows them to include visual elements without attachments. Also, admins can add inline images to email signatures and assets defined in Zoom Contact Center.
  • Active engagement monitoring
    Account owners and admins have visibility into supervisor monitoring activity for active and recently closed voice, chat, and messaging engagements in real-time. A new engagements tab shows which engagements are currently being monitored or supervised and which agents are being supervised. This enables admins who hold supervisors accountable to verify that sufficient supervision is occurring to ensure high-quality consumer interactions. Monitoring capabilities include viewing, listening, whispering, and barging for voice engagements and viewing for chat and messaging engagements.
  • Enhancements to address book management
    Account owners and admins can better organize and manage address books in the Zoom web portal. The interface has been redesigned to improve visibility of contact details, allow editing of folders and books, simplify adding and importing contacts, and unify the experience with other clients. These enhancements aim to resolve usability issues and confusion.
  • Enhancements to transcript variable
    Account owners and admins can access in-video chat transcripts for video engagements. At the end of the video engagement, a transcript URL is added to the 'transcript' global variable, and that URL will contain the complete in-video chat conversation (if applicable).
  • Additional color and font settings
    Account owners and admins now have more granular control over colors and font used in Web Chat. New configuration options allow specific colors and fonts for the header text, and Knowledge Base response. This enables brands to customize the look of their web chat campaigns and improve engagement by matching their brand identity.
  • Improve usability for AI Expert Assist admin experience
    Account owners and admins can receive guidance on threshold values to prevent irrelevant results from showing to agents. Also, the queues associated with Expert Assist are displayed for quick access. The onboarding flow and navigation is improved, so admins can efficiently create new Expert Assist instances without jumping between pages.
  • South Africa phone numbers
    Zoom Contact Center has added the ability for admins to purchase virtual service phone numbers and toll-free numbers in South Africa. The new phone numbers allow consumers in South Africa to call agents. Agents can also make outbound calls using the South Africa numbers as caller ID.
  • Email (Gmail) channel inbound support
    Account owners and admins can connect their Gmail accounts to manage and support customers reaching out via emails. This allows integrating email engagements into existing workflows to provide a unified cross-channel experience. Account owners would need Zoom Contact Center Premium or Elite package to configure and manage email channel within Zoom Contact Center.
• Agent and consumer features
  • UI enhancements to engagement controls
    There are several UI enhancements to the following features to provide a more consistent experience for agents:
    • The Engagement Controls across Voice, Video and Messaging have been moved to a common location in a toolbar below the main engagement area. This will provide agents a very consistent experience to find these controls in the same location for every engagement channel
    • Some examples of the engagement controls that have been moved to the common location:
      • Voice engagement controls such as mute, upgrading to video, add call, transfer, hold, and recording.
      • Video engagement controls such as mute, start/stop video, chat, hold, transfer, share screen, and show captions.
      • Messaging engagement controls such as transfer, release, and upgrade to voice/video.
  • Redesigned left panel
    The left panel in the Zoom Contact Center desktop client has been redesigned to provide quicker access to key information and actions. Agents and supervisors can view and filter contacts, access engagement history, and view notifications in a consolidated view.
  • Additional languages for system messages
    Zoom Contact Center provides additional language localization for system messages played to agents when an outbound call is not answered or connected. Previously, only English was supported.
  • Enhancements to image handling
    Web chat has been enhanced with image management capabilities for end consumers. When consumers receive an image through web chat, they can click to download the image or open it in an expanded view. This makes it easier for consumers to review images received during a chat engagement.
  • Email channel enhancements
    The Zoom Contact Center email channel has been enhanced to better differentiate between new incoming emails and replies or forwards of existing conversations. If a new email comes in that is a reply or forward of an existing open engagement, with only an edited subject line, it will now be merged into that existing engagement. This prevents duplicate engagements and keeps the full conversation history together. However, if the new email has the same recipients but is a new conversation, a separate engagement will be created. This update allows Zoom Contact Center to distinguish between continued conversations and new conversations with the same recipients.
  • Multi-level dispositions for CTI Connectors
    Agents using a CTI Connector can select disposition codes from a hierarchical structure with up to 5 levels. This allows large customers to categorize 300+ codes. Agents can search the hierarchy to quickly find the right code during engagements. When agents complete engagements, the full selected hierarchy is saved to provide detailed categorization.

Resolved issues

• Minor bug fixes

January 20, 2024

New and enhanced features

• Admin features
  • Language selection for voice queue menu prompts
    Zoom Contact Center allows dynamic language selection for text-to-speech voice queue menu prompts based on the engagement language variable. Previously, multiple queues with different languages had to be created to support this. Now, admins can create a single voice queue that will automatically play prompts in the appropriate language based on the engagement language parameter. Admins need to specify the language selection in the flow in order for the matching language to be used from the queue menu. This improves the customer experience by playing prompts in their preferred language without any extra configuration.

January 13, 2024

View the daily release page for links to related support articles

New and enhanced features

• Admin features
  • Customer Managed Key (CMK) support
    Account owners and admins can enable or disable CMK encryption and define the types of Zoom Contact Center data that is encrypted using the CMK. The following data types are supported:
    • video or voice recordings/transcripts
    • messaging transcripts
    • voicemails and voicemail transcripts
  • New customization options for web chat quick reply button colors
    Account owners and admins have more options to customize the color of quick reply buttons in web chat. Admins can choose from an expanded palette of colors to find the ideal shades that fit their brand. Consumers will see the updated, customized colors for quick reply buttons in web chat engagements.
  • Personal data redaction
    Account owners and admins can enable a feature to automatically redact consumers’ personal data from recordings and transcripts from voice, video, and messaging engagements that are in English. If enabled, Zoom Contact Center will analyze recordings and transcripts, then identify Personal Data Entities and replace it with generic placeholder text. Redacted data can’t be viewed by anyone.
    IMPORTANT : Due to predictive nature of machine learning algorithm that is used in this feature, Zoom Contact Center cannot guarantee 100% accuracy when detecting personal data. Users of this feature are responsible for ensuring the accuracy of the redaction results.
  • Localization for video transcripts
    Video recording transcripts are now supported in multiple languages, meaning recording are correctly transcribed in the specified engagement language. For example, if the consumer selected Spanish and had a video engagement with an agent in Spanish, then the recording of the engagement will be also be correctly transcribed in Spanish.
  • Configure contactable hours for outbound dialers
    Account owners and admins can configure contactable hours and closures for outbound voice campaigns. Admins can specify the business hours during which the system should dial contacts, such as weekdays from 9 AM to 5 PM. They can also specify closures like weekends and holidays when dialing should pause, and set the timezone for the selected hours. These new settings give admins more control over when the outbound dialer runs campaigns based on their specific business needs.
  • Always-running campaign for outbound dialer
    Account owners and admins can create always-running outbound campaigns for the voice channel. The always-running option is useful when the contact list is dynamically updated from another source. The outbound campaign will continue running even if there are no contacts in the contact list. The campaign will not end when it runs out of contact records, but instead it sits idle waiting for more contact records to be added, and then it restarts dialing. Admins can also configure contact sorting rules. This enables brands to support continuous outbound campaigns based on changing contact lists from their marketing workflows or other sources.
  • Saved Replies
    Saved Replies allow agents to respond faster to common questions by inserting pre-written responses into their messaging engagements (SMS, web chat, in-app chat, Facebook). Agents can quickly insert replies using shortcuts or the reply assistant. Admins can create saved replies and organized them by categories for easy access. They can also assign specific saved replies to queues to enable agents to provide consistent, high-quality support. Saved replies can be configured for several different languages (using agent assets in the agent asset library).
  • Display consumer name (web and in-app chat)
    Zoom Contact Center will display the consumer's first name, last name, or preferred name over Consumer in the Zoom desktop client. The order of priority from highest to lowest is: Preferred name ( consumer.preferredName variable) has the highest priority, first/last name ( consumer.firstName , consumer.lastName variables), first name only, then last name only. This provides a better experience by showing the consumer's actual name when authenticated or provided in the welcome window.
    Note: This feature is currently applicable for web chat engagements, not video engagements.
• Agent and consumer features
  • Toggle callers during warm transfers
    During a warm voice call transfers, agents and supervisors can easily alternate between the original caller and the transfer recipient before completing the warm transfer. This provides a seamless way to get information from either party during the warm transfer process.
  • Enhanced outbound call error notification
    The notification message for unanswered or unconnected outbound calls provide more context about why the call did not complete based on the SIP response code received. Agents see the enhanced notification in the language they have set in their Zoom desktop client. Previously, a generic English message was displayed.
  • Remote Control for Zoom Contact Center
    Zoom Contact Center agents can use the remote control app through the Zoom Web App to remotely control an end user's computer. This enables agents to see the end user's screen while also doing remote control actions at the same time. Consumers will be required to install an app and grant the agent permission to start the remote control session, which will be available on the Zoom Download page.

Resolved issues

• Minor bug fixes

December 16, 2023

New and enhanced features

• Admin features
  • Download chat and SMS transcripts
    Account owners and admins can download transcripts as TXT files, meaning they can store transcripts in their own storage systems or use transcripts for quality management purposes, such as post-engagement sentiment analysis. Admins can assign transcript access permissions to roles, so users can download and delete transcripts. The transcripts follow a standardized naming convention and include crucial information like timestamps, consumer and agent names, as well as designators for system messages.
  • Enhancements to main admin menu table
    Zoom Contact Center is enhancing most of the main admin tables in the Zoom web portal to ensure a consistent layout and functionality. The enhancements apply to most of the main menu pages, and include table column renaming, customizable column order, sorting options, and enhanced buttons and color-coded badges. Additionally, we have improved the responsiveness of info bubbles to enhance the user experience.
  • Facebook private messaging
    Account owners and admins can connect Facebook business pages into Zoom Contact Center. This will allow agents and supervisors to send and receive private Facebook messages using the Zoom Contact Center client. This channel will only be available in Premium and Elite tiers of Zoom Contact Center.
  • Outbound Voice Progressive Dialer
    Account owners and admins can create outbound call lists, set up the system to automatically initiate calls to customers listed, and direct these calls to available agents designated to assist the customers on the list. Alternatively, the system can be configured to leave a pre-defined voicemail message if a voicemail system is detected. The progressive dialer enhances agent efficiency by eliminating downtime between calls, making it well-suited for outbound call scenarios with minimal research required between each call. Account owners need the Zoom Contact Center Premium or Elite package to configure and manage outbound dialer within Zoom Contact Center.
  • Enhancements to automatic voicemail assignment
    Account owners and admins have the ability to configure automatic assignment for voicemails received in an inbox. This feature enables more efficient allocation of voicemails to agents according to pre-established rules set by administrators, eliminating the manual assignment workload. This ensures timely handling of voicemails without the need for extensive manual intervention.
  • Improved configuration settings for ServiceNow CTI connector
    Account owners and admins can set up configuration settings for ServiceNow CTI connector in the Zoom admin portal with lot more flexibility and Improvements. This includes indication of whether the configuration is complete/incomplete per channel, improvement to the search criteria for both Caller and Context search. As a result, search settings can be configured based on Extension number, global and custom variables, in addition to phone number.
  • Configure Virtual Backgrounds for queues
    Account owners and admins can configure virtual backgrounds specifically for contact center queues. Agents assigned to a queue with a custom virtual background will automatically have that background applied when they join the queue. This allows organizations to brand the agent experience for customers by setting virtual backgrounds with logos or brand colors. The virtual background will be consistently shown to customers across different agents within a queue.
  • Enhancements to navigation and zooming in Flow editor
    Account owners and admins can zoom in and out when viewing flows in the editor. They can use the zoom controls to adjust the zoom level, making it easier to view all elements of complex flows on one screen. The improved navigation also lets admins quickly zoom to specific parts of a flow for editing. This enhances the flow editing experience and efficiency.
  • Customize placement of chat invitations in campaign management
    Account owners and admins can customize where chat invitations appear on their website for each campaign. They can only choose between bottom right and bottom left (not top left). They can also specify the number of pixels to offset the chat invitation icon from the edges of the page (bottom, left/right). This allows greater flexibility and control over the consumer experience for individual campaigns. Customizing the placement aims to increase engagement by showing the invitation where it's most relevant and effective.
  • Keypress confirmation for callback
    Account owners and admins can enable confirmation keypress for voice queue callback interactions. When enabled, users can customize the key to press for confirmation, such as pressing # or *. This provides a more natural confirmation experience during queue callback interactions. The keypress can be configured per callback campaign for flexibility across different use cases.
  • Email (Office 365) channel inbound support
    Account owners and admins can connect their Office 365 accounts to manage and support customers reaching out via emails. This allows integrating email engagements into existing workflows to provide a unified cross-channel experience. Account owners would need Zoom Contact Center Premium or Elite package to configure and manage email channel within Zoom Contact Center.
  • Zoom Contact Center Plans and Pricing Packages
    This release introduces two new packages called Zoom Contact Center Premium and Zoom Contact Center Elite packages for named licenses. Account owners can mix and match these packages, creating a bundle that fits their unique requirements. Additionally, account owners can also opt for Zoom Contact Center Elite features like Workforce Engagement Management Suite and AI Expert Assist as add ons with the Basic and Premium packages. Account owners and admins can assign specific packages and add-ons to individual users based on their needs. This provides greater flexibility in configuring and optimizing plans for each user.
  • Full-page web chat for mobile
    For brands that want to offer a full-page chat experience on their mobile apps (without using Mobile In-App SDK), account owners and admins can redirect mobile consumers to a dedicated page (via webview) that offers a full-page chat experience that can be configured within Campaign Mangement. This new dedicated URL is available as the Full-page chat URL setting within campaign management.
  • Select audio files and languages for queue overflow disconnect prompt
    Account owners and admins can customize the system prompt for queue overflow disconnect prompt by selecting audio files from the asset library or by converting text to speech. They can also set the language to match the consumer's language. This allows admins to provide localized voice prompts. Previously, system prompts were limited to the default English audio.
  • Enhancements to system audio messages
    The system will play an audio message to inform agents when an outbound call is not answered or connected successfully. The audio message will provide context on why the call could not be completed, based on the SIP response code received from the phone network. For example, the message may state the number dialed is currently busy or is no longer in service. This will help agents understand if they should try calling back later or if the number is invalid.
  • Enhancement to display caller name
    The active engagement window shows the caller's display name after the agent answers a voice call, even when there is no address book match. The caller's name is retrieved from the SIP header or CNAM database. This enhances the agent experience by clearly identifying the caller without needing to ask for their name.
  • Wrap up / disposition for outbound engagement failure
    Agents can wrap up and disposition voice engagements when outbound calls fail due to busy signal, invalid number, declined call, or other errors. This feature provides a consistent experience for agents to disposition engagements after both successful and failed outbound calls. Previously, agents could only disposition answered outbound calls.
• Agent and consumer features
  • Enhancements to inbound notifications
    Agents can see the relevant context associated with the consumer in the inbound notification pop-up window so that agents can be more effective, efficient, and responsive in handling the consumer. Examples include: channel type, call type, consumer information and variables.
  • Enhancements to contacts search
    Significant enhancements are made to contact search experience when agents or supervisors make outbound engagements or transfer engagements. The enhanced contact search experience now supports searching by name, phone number or email address, improving the sorting order of search result and the display of keyword-matching results. This makes it easier to locate a target result. Furthermore, the contact search experience has been standardized across all channels for a cohesive experience.
  • AI Companion for Zoom Contact Center
    Zoom's AI Companion is being added to Zoom Contact Center, empowering agents to increase productivity. This feature must be enabled by Zoom. If enabled, Zoom Contact Center AI Companion features will be accessible to all agents in the account. The features that are currently available include:
    • Engagement Preview/Summary : Agents see an auto-generated summary before they accept the engagement.
    • Talk Speed & Speech Length : Agents see real-time speech metrics to improve the agent/customer interaction.
    • Sentiment Analysis : Agents can view the current sentiment of the engagement to help them de-escalate the consumer.
    • Follow-Up Actions : Agents can generate a list of next steps / actions based on the context of the conversation with the customer.
  • AI Expert Assist
    Zoom Contact Center's AI Expert Assist (EA) empowers agents to efficiently address customer issues and minimize handle time. It provides real-time support, making it easy for agents to access all the necessary information in one place, ultimately improving customer issue resolution during the first interaction. Expert Assist requires the Elite license, or an add-on license on top of basic/essentials and premium. The core features that are currently available include:
    • Wrap-up Summary : Agents can auto-generate a concise and accurate summary of their interaction with the customer, eliminating the need to manually take notes.
    • Knowledge Base (KB) Retrieval : Evaluates the customer's intent and automatically shows the relevant knowledge base article to the agent while interacting with consumers.
    • Information Retrieval : Enables agents to pull information from 3rd party systems at the right time based on the intent of the customer.
  • Enhancement to waiting room drop-in
    When supervisors initiate a chat or video call with a consumer in a video waiting room, supervisors can transfer the consumer to a new queue, flow, or agent. This feature needs to be enabled by Zoom.

Resolved issues

• Minor bug fixes

November 18, 2023

New and enhanced features

• Admin features
  • Enhancements to multi-language voicemail prompts
    There are additional languages supported for Zoom Contact Center voicemail and recording transcripts, and voicemail default audio prompts.
  • Detailed system messages for unanswered outbound calls
    Account owners and admins can customize detailed system messages for outbound calls made through the platform that are not answered by the consumer. The enhanced messages provide more context and clear next steps for the agent when their outbound call goes unanswered. This improves the experience for agents making outbound calls and reduces confusion or uncertainty about what to do next.
  • Enhancements to wallboard permissions
    Account owners and admins can now manage wallboard permissions with greater granularity and allow restricting access to individual whiteboards. This enables admins to implement more secure policies around sensitive wallboard data and content. The improved permissions management also provides more flexibility and control over whiteboard access.
  • Save CTI connector chat transcripts to Salesforce or Zendesk
    This enhancement enables Zoom contact center agents using Salesforce or Zendesk integration to seamlessly save chat conversations with customers directly into the customer's record for improved record keeping and customer support. Agents no longer need to manually copy and paste chat transcripts. The saved chat transcripts in Salesforce or Zendesk provide a complete history of customer interactions.
  • Enhancements to chat invitation
    Account owners and admins can enable a new capability for consumers to drag and move chat invitations within a web page. This provides more flexibility in managing chat invitations, so users can easily reposition the chat invitations to avoid disrupting their current workflow on the page.
  • Enhancements to website data retrieval
    Account owners and admins can retrieve additional website DOM data through updated APIs. GetElementById was replaced with QuerySelector, enabling more flexible DOM element selection. Support was also added for retrieving data from ShadowDOM, allowing access to DOM elements that were previously inaccessible. These updates provide more comprehensive access to renderered website DOM data.
  • Simultaneous call distribution
    Account owners and admins can provide simultaneous distribution for each engagement in voice or video queues, so that for each engagement in a queue, all the available agents are alerted when the engagement is processed.
  • Enhancements to Condition widget
    Account owners and admins can configure the Condition widget to filter queue data for selected skills.
  • General availability for regions
    Account owners and admins can create regions to organize users based on their location and apply voice routing settings specific to each location. Previously, admin had to submit a request to Zoom to have this feature enabled.
  • User provisioning using SCIM
    Account owners and admins can now provision users for Zoom Contact Center using the System for Cross-domain Identity Management (SCIM) protocol. This allows admins to automate the creation and management of contact center users. The SCIM integration enables seamless syncing between Zoom Contact Center and identity providers. Admins can automatically create, update, or deactivate users based on changes in the identity provider. This improves efficiency and reduces manual work for administering users.
  • Consumer engagement history
    Supervisors and agents can view completed consumer engagement in the History tab. They can view related information for each engagement, including start time, engagement duration, assigned agent, notes, queue and disposition. Account owners and admins can configure role based permissions to restrict access to consumer history information, providing granular control over who can view consumer history. This feature must be enabled by Zoom.
  • Skills persistence during engagement
    This enhancement delivers skills persistence for agent skill-based routing during the whole engagements. For example, when an engagement is transferred to another queue, the system will prepopulate the skill values that have already been provided by the consumer in order to be reused for any consequent skill-based routing during the engagement. The skill persistence applies until the engagement ends, providing continuity of support during a single interaction.
  • Enhancements to wallboards
    Account owners and admins can now configure wallboards to display real-time agent state information including available, unavailable, and wrap-up states. The wallboard can be customized to show availability by group or queue. These enhancements give contact center managers better insight into agent status to help with scheduling and routing.
  • Enhancements to video callback settings
    Account owners and admins can update the SMS number used for video meeting callbacks independently of account settings. This allows more flexibility in assigning and managing the callback SMS number.
  • Enhancements to speech-to-text
    Account owners and admins can enable speech-to-text for voice keywords in multiple languages besides English. This allows provides voice keyword recognition in different languages in voice flows. This feature must be enabled by Zoom.
• Agent and consumer features
  • Enhancements to contacts search experience
    There are major usability enhancements to contact search experience when making an outbound or transferring an engagement. This new search experience allows users to quickly find the desired contact and decide on how to reach the desired contact. These enhancements only apply to voice and messaging channels.
  • Enhancements to calling with contact center CTI connectors and Zoom Phone
    Agents using a Zoom Contact Center CTI connector integration (Salesforce, ServiceNow, Zendesk and Microsoft Dynamics 365) can directly call or transfer calls to Zoom Phone users. This allows seamless connectivity between the Zoom Contact Center agents and Zoom Phone users, improving workflow efficiency.
  • Queue selection enforced for direct messaging transfers
    If an agent transfers a messaging engagement to another contact center user, they can only transfer to users who are also members of at least one messaging, SMS, chat (web) or chat (in-app) queue. If the agent is transferring to a user who is a member of more than one of the above-mentioned queues, then they will be prompted to select which queue that engagement should be associated with.
  • Enhancements to leave button experience
    This enhancement improves the leave button experience for consumers ending video sessions using a browser or kiosk. It provides a smoother leave flow so that consumers immediately leave the call when they click or tap Leave or End . If there are still participants in the engagement, they can rejoin.
  • Enhancement to Completed Engagements tab
    Engagements will display in the Completed Engagements tab in the client for 12 hours after the engagement ends. Previously, engagements displayed for 12 hours after the engagement began. This change ensures that engagements with durations exceeding 12 hours will appear in the Completed Engagements tab in the client.
  • Enhancement to Zendesk CTI connector settings
    Account owners and admins with the Zendesk CTI connector configured can change settings to allow the screen pop to display the latest ticket based on created date, or the user's profile along with the complete list of the open tickets that are related to the user.

Resolved issues

• Minor bug fixes

Note: The UI enhancements to engagement controls feature has been pulled from release due to issues with deployment and will be available in another upcoming release. 

October 21, 2023

Changes to existing features

• Legacy chat channels
  Admins can no longer create new in-app chat, web chat, and SMS queues in the Zoom Contact Center web portal. These were replaced with the new Messaging channel type in the September release. This change doesn't impact customers' ability to continue using existing in-app chat, web chat, and SMS queues.
• License expiration process
  Account owners and admins will receive a notification 7 days before their Zoom Contact Center license expires. They will also receive a notification on the day that the license expires.

New and enhanced features

• Admin features
  • Enhancements to voice conference
    When an agent starts a voice conference call, they can pass conference call ownership to another agent in the conference. The agent obtaining ownership must be in at least one voice queue. When there are no other Zoom Contact Center users in the voice conference, the agent can leave the conference call without ending the call for the remaining participants.
  • Enhancements to transcript
    The transcript global variables auto-generates a messaging transcript URL at the end of every messaging engagement. This URL contains the complete transcript of the messaging engagement. Transcript URL’s will require a token to access the URL, and these tokens will expire 1 hour after transcript is generated.
  • Enhancements to consumer data variable
    Website developers that embed the Zoom Contact Center Web SDK into their website can receive events from the Zoom Contact Center Web SDK when the consumer starts and ends chat sessions. This data can be used by the website developer to be informed at the beginning and end of a Zoom Contact Center Web SDK chat session.
  • Auto update global variables
    Engagement global variables are automatically updated in real-time so that agents can see up-to-date information on consumer authentication status and related consumer authentication metadata.
  • Launch URL for queue callbacks
    Account owners and admins can configure the launch URL feature for callback engagements.
  • Enhancements to Zoom Contact Center surveys
    If an admin has configured a survey for a voice or video engagement, surveys will display for outbound engagements. Admins can set the survey to display when the outbound engagement ends, or after a certain duration.
  • Preview text in flow editor
    Account owners and admins can see a preview of text in Send Media and Collect Input widgets for messaging channels. This helps admins visualize and navigate their flow without having to access widget settings.
  • Identify authenticated consumers
    Zoom Contact Center can securely identify an authenticated consumer and receive consumer information, so that a Zoom Virtual Agent bot or Zoom Contact Center agent can take appropriate steps to help resolve their issues. Consumer information of authenticated consumers are set to global variables so that they can be used in the flows or visible to agents in the desktop client. This feature is supported for web chat and video engagements. Authenticated consumer information includes consumer ID and authentication status.
• Agent and consumer features
  • Enhancements to call notifications from Zoom Phone users
    When a Zoom Phone user (that doesn't have a direct phone number) calls a Zoom Contact Center flow number, the call notification shows the Zoom Phone user's display name and extension, instead of the Zoom Phone main company number. This enhancement ensures that agents and supervisors can easily identify and interact with Zoom Phone users during engagements. This feature requires the Zoom desktop client version 5.16.5 or higher. In addition, the Show Outbound Caller ID for Internal Calls Zoom Phone setting must be off to display the extension.
  • Transfer voice engagement to flows (Salesforce, ServiceNow, Microsoft Dynamics 365, Zendesk integrations)
    Agents can transfer voice engagements to flows. This feature will empower agents to guide consumers through an interactive flow experience, improving customer service and ensuring efficient routing. Agents can perform direct or warm transfers, and the transfer process includes essential controls, like the ability to cancel or complete the transfer at any point.
  • Enhanced Zendesk integration with Zoom Contact Center CTI Connector
    The Zoom Contact Center integration with Zendesk has been enhanced to use Zendesk Talk Partner Edition V2. This upgrade enables the storage of call data in a standard call object, offering better organization and structured presentation. This allows agents to easily access vital call information within Zendesk tickets. This enhancement applies to all channels, including voice, video, and web chat.

Resolved issues

• Minor bug fixes

Note: The Enhancements to multi-language voicemail prompts feature has been pulled from the release due to issues with deployment, and will be available in another upcoming release.

September 18, 2023

New and enhanced features

• Admin 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.

September 16, 2023

View the daily release page for links to related support articles

New and enhanced features

• Admin features
  
  • Interrupt while waiting in voice queue
    Account owners and admins can provide menu-based options that enable consumers to interrupt the voice queue media and leave voicemail, request a callback, return to the beginning of the flow, or redirect to a new flow.
  • Messaging channel for queues
    Account owners and admins can create queues in the Messaging channel to consolidate all messaging engagements, like SMS, web chat, and in-app chat, to a group of agents.
  • Multilingual assets
    Account owners and admins can create and use multilingual assets for flows. This feature simplifies the process by allowing admins to create a single asset that includes variations for each language. Previously, admins had to manage multiple files separately.
  • Text assets
    Account owners and admins can create and use text-based content in Flows and Quick Replies. Admins can add, modify, and delete text assets with formatting capabilities, and also upload text content from their local machines. Additionally, multilingual text assets are supported, allowing admins to create text assets for each language supported by Zoom Contact Center. The system will ensure language-specific asset selection based on global system settings.
  • Enhanced reporting for messaging apps
    To accommodate the introduction of messaging via various apps, Zoom Contact Center has enhanced its reporting capabilities. The reporting aligns with a common framework of channel types, channels, and sources. Account owners and admins can view, sort, and filter engagements by messaging app channels, allowing them to identify and understand the origin of engagements. Additionally, the reporting includes detailed information about active engagements and agent metrics associated with messaging apps.
  • Pass consumer website data
    Account owners and admins can define specific consumer data to be pulled from the brand's website so that it can be stored in a custom variable and displayed to agents.
  • Language for campaigns
    Campaign management has been enhanced to allow automatic language detection based on the consumer's browser language or manual language configuration for each individual campaign. This feature aims to improve engagement by providing a personalized and language-specific experience for consumers. It also allows a single campaign that can support multiple languages.
  • Mutli-language video prompts
    Zoom Contact Center's default text-based prompts (for video) are available in multiple languages, with the relevant language being displayed based on the engagement language system variable.
  • Outbound calls using Zoom Phone numbers
    Account owners and admins can specify Zoom Phone numbers in the same account to use for making outbound calls from Zoom Contact Center. This feature is limited to US and Canada Native Virtual and Toll Free numbers. Agents will be able to select one of the specified Zoom Phone numbers as the caller ID when placing an outbound voice call.
  • Notification of emergency calling unavailability
    When supervisors or agents attempt to place an emergency call, they will see a notification that informs them that emergency calls cannot be made.
  • Enhancement to Condition widget
    When an admin uses the Get Queue Data feature in the Condition widget, the count returned for Ready, Not Ready, Offline, Occupied is for agents opted-in for the selected queue.
  • Enhancements to Zoom Contact Center surveys
    Account owners and admins can link surveys to messaging and video queues. After the engagement is complete, consumers will be redirected to the survey web form. Admins can customize the survey design using the Zoom Survey web portal interface, and specify rating scale, single choice, and long answer questions. They can also link the surveys to web chat, in-app chat and SMS flows. This feature must be enabled by Zoom.
  • Debug support for event scripts
    Account owners and admins can enable debug for engagement-based scripts. When an engagement event script runs, the debugs will be logged in the debug panel, similar to other flow components like the Script widget.
• Agent and consumer features
  • Enhancement to inbound notifications for voice channel
    Agents using a Zoom Contact Center integration for a third-party platform will only see incoming engagement notifications for the voice channel in the Zoom Contact Center integration, instead of seeing duplicate notifications in the integration and Zoom desktop client. Agents will receive notifications in the Zoom desktop client only if they are not actively using an integration. In the future releases, this feature will support other channels such as video, web chat, and SMS.
  • Web chat support for CRM integrations (Salesforce,ServiceNow, Microsoft Dynamics 365, Zendesk)
    Zoom Contact Center CRM integrations support the web chat channel, allowing contact center agents to provide chat interactions with their customers. Agents using these integrations will have a seamless interface to view and manage chat engagements with customers. Agents can see matching customer records screen pop as soon as they accept a web chat engagement based on the configuration settings on the Zoom admin portal, and after the chat is completed, they will be presented with the post engagement screen, where they can take notes, enter disposition codes, and have the Relate to field automatically populated with the interaction record. Agents can also update chat engagements to voice or video, and view notifications if the supervisor is monitoring the engagement (listen, whisper, barge, or takeover). Please note that for ServiceNow Integration, a new version (2.2.0) of the integration package will be released in the ServiceNow Store. As a result, customers using ServiceNow Integration need to install the new package from ServiceNow store to use web chat channel. For Salesforce Integration, a new version (1.12.0) of the integration package will be released in the Salesforce Appexchange. As a result, customers using Salesforce Integration need to install the new package to use web chat channel. The feature must be enabled by Zoom. Contact Zoom Support to enable the Web Chat feature for your account.
  • Enhanced UI for kiosk portrait mode
    When viewing a Zoom Contact Center configured kiosk in portrait, consumers will see a portrait-optimized UI for the video waiting room and video call experience.
  • Enhancements to PWA client
    The Zoom Contact Center PWA is adding support for the following features:
    • Voice call transfers to Zoom Phone using the Zoom Phone contact name
    • Hide personal data
  • Enhancement to engagement language
    When joining a video engagement, consumers can select a language for their engagement. The Zoom Contact Center UI will be localized to the selected language. Agents can also see the consumer's selected language.

Resolved issues

• Minor bug fixes

Note: The Support for direct calls/transfers to Zoom Phone for for CRM integrations (Salesforce, ServiceNow, Microsoft Dynamics 365, Zendesk) feature has been pulled from the release due to issues with deployment, and will be available in another upcoming release.

August 19, 2023

Changes to existing features

• Requirement for address book contact lookup
  In Contact Center Management Roles settings, for custom roles, when Address book management under Administration section or Address book tab under Client Management section are not checked, then the consumer information is not matched with address book contacts for engagements handled by users with that custom role. If address book contact lookup is needed for users with a custom role, at least one of these settings needs to be checked. There are no changes to the default role settings.

New and enhanced features

• Admin features
  • Virtual Service Numbers for Japan 
    Zoom Contact Center is introducing the ability for admins to purchase Virtual Service Numbers (050 & 0ABJ) in Japan, enabling agents to receive inbound calls and make outbound calls. Account owners and admins can select their preferred number from the pre-populated list, with a notification displaying the concurrent call limitations for each phone number type. Admins will be required to schedule a video call during Japan working hours to show the actual documents uploaded for verification. Call routing for 0ABJ outbound calls will be geographically based, with specific routing requirements for Eastern and Western cities of Japan.
  • Agent whisper announcement
    The agent whisper announcement feature allows admins to play a configurable announcement to agents just before they are connected to the caller. This announcement helps agents gain context regarding the engagement by providing agents with caller information through their headsets. It is available for inbound engagements, outbound engagements using the dialer, transfers to agents or queues, and conference to queue scenarios.
  • Advanced search for address book contacts
    Admins, supervisors, and agents can search address book contacts by various attributes such as name, phone number, email, and more. The feature enhances productivity and improves the search experience for users accessing the address book from the Zoom desktop client and the web portal.
  • Enhancement to 10DLC registration
    To comply with carrier regulations and avoid potential message blocking and surcharges, Zoom Contact Center is introducing a warning message for agents who send SMS from US/CA Virtual Service numbers but have not created a 10DLC campaign. This warning will be displayed whenever agents send messages via the Zoom Contact Center client. Messages will not be blocked if a valid 10DLC campaign is active, pending, or associated with the phone number used for messaging. SMS-enabled numbers that are not US/CA numbers are exempt from this requirement.
  • Enhancement to role organization and settings
    Zoom Contact Center has reorganized and streamlined the permissions and settings within Roles to provide a more logical and user-friendly experience. The changes include moving all setting-related permissions to the Engagement Settings tab, renaming the tab to cover all contact center settings, and categorizing the settings into logical groupings. Additionally, Analytics Permissions has been renamed to Analytics, and the tabs have been reordered for improved usability.
  • Language selection for captions and live transcriptions
    Consumers can select preferred languages for viewing captions and live transcriptions. Users can now choose from the available languages that Zoom has enabled, ensuring content is displayed in their desired language. This feature is available across different platforms, including desktop, tablet, kiosk, and mobile, providing a consistent experience for agents, end consumers, and users accessing the web portal.
  • Enhanced flow descriptions and widget information
    Admins can see descriptions for flow widgets, helping new users understand the purpose and usage of each widget within the flows. The descriptions are displayed in the flow canvas and list view, promoting increased adoption and reducing errors in flow building. Admins can also choose to hide or unhide brief widget descriptions in the left panel and access expanded descriptions when a widget is selected for view or edit. Account owners and admins can also write descriptions for individual flow versions, making it easier to distinguish between different versions of a flow when they make changes.
  • Integration with kore-ai
    Account owners and admins can integrate kore.ai chatbots with Zoom Contact Center by setting up the kore.ai connector app in the Zoom Marketplace. This app allows admins to specify connector details, authenticate the connection, and easily manage the connector.
  • Downloadable voicemail transcripts
    Account owners, admins, and users with voicemail download permissions can download voicemail transcripts as files, allowing easy storage and post-engagement analysis. This feature must be enabled by Zoom.
  • Support for Virtual Backgrounds
    Account owners and admins can upload images to create a Virtual Background library for agents. Agents to view and apply virtual backgrounds in the Zoom desktop client on Windows. This feature must be enabled by Zoom.
• Agent and consumer features
  • Contact center support in Zoom PWA
    The Zoom PWA supports Zoom Contact Center. Agents with a Zoom Contact Center license can use the Contact Center tab in the PWA to access contact center features like voice, video, messaging, inbox, address book, and analytics.
  • Persistent chat and video engagements across domains
    Chat and video engagements to persist across sub-domains supported by a brand. Consumers can start a chat/video engagement on one domain and navigate to another sub-domain within the same brand without losing their ongoing engagement. This ensures a seamless consumer experience while navigating various sub-domains on a brand's website.

Resolved issues

• Resolved an issue that prevented consumers from accessing an ongoing chat engagements within a single domain

Note: The Web chat support for CRM integrations (ServiceNow, Microsoft Dynamics 365, Zendesk) feature has been pulled from the release due to issues with deployment, and will be available in another upcoming release.

July 17, 2023

New and enhanced features

• Admin features
  • General availability for Workforce Management
    Workforce Management helps ensure that your contact center is equipped with the right number of agents at the right times to meet customer demands. Workforce Management automates forecasting by using key planning data from Zoom Contact Center to accurately estimate agent headcount for scheduling, better predict agent workload, and help businesses react in real-time with intraday management. Contact center agents will have a view to their schedule through a simple and intuitive interface. To learn more about Workforce Management, visit the support page.

July 15, 2023

Changes to existing features

• Change to inbox management permission
  The agent and supervisor default roles have the Inbox management - View permission disabled. Previously, this permission was enabled for agents and supervisors. This change will not affect access to Inboxes to which users have been assigned. Instead, the only noticeable change is that the Inbox page under Contact Center Management in the web portal will no longer be visible to these roles. Use custom roles if you wish to keep the view-only access enabled.

New and enhanced features

• Admin features
  • Support for regions
    Account owners and admins can create regions to organize users based on their location and apply voice routing settings specific to each location. This feature must be enabled by Zoom.
  • Auto answer with queue default greeting
    Account owners and admins can improve the call handling efficiency by implementing the auto answer feature for voice engagements. With auto answer, agents can automatically connect with callers, reducing the number of clicks required and providing a standardized caller experience. It also eliminates the need for agents to repeat the same greeting on every engagement, ensuring consistent greetings.
  • Manage variables displayed in client
    Account owners and admins can manage the visibility of system, custom, and local variables in the Zoom desktop client with Flow level control. The visibility settings can be specified for different areas of the client, including the inbound engagement notification, Profile tab, and Engagement tab. In addition, admins have the ability to specify the display name for the variables shown.
  • Mutli-language voicemail prompts
    Zoom Contact Center's default voicemail prompts have been replaced with professionally recorded prompts. These prompts are available in 21 languages, with the relevant language being played based on the engagement language system variable.
  • Enhancement to embedded chat invitations
    Account owners and admins can now utilize existing HTML elements on their website as the campaign invitation that triggers a web chat or video engagement. Previously, admins were restricted to inserting a new clickable button/link as the chat invitation.
  • Verification and messaging capability status columns in phone number page
    Account owners and admins can view the Messaging Capability and Verification Status columns in the Zoom Contact Center phone number management page. These columns provide more context about toll-free, mobile, and virtual service numbers.
  • Enhancement to phone number details page
    The phone details page offers additional information about telephone numbers, similar to the Zoom Phone numbers detail page.
  • UI enhancements when deleting objects
    When account owners or admins delete an object, like a user, queue, or skill, the deletion prompt will state if the object is used in multiple places, allowing admins to easily locate where the object is used, replace it if necessary, and proceed with deleting the object. This enhancement provides a more efficient and informed object management experience for admins, particularly when deleting objects in flows.
• Agent and consumer features
  • Screen sharing on mobile app
    Consumers using the iOS and Android mobile SDKs can share their full screen with the agents using the broadcast feature. They can also view the agent’s full screen during the mobile app video engagement.
    
  • Video channel for integrations
    The Zendesk and Salesforce integrations for Zoom Contact Center support the video channel. As a result, agents can receive incoming video engagements, make outbound video calls, upgrade a voice call to video call, and chat with the consumer using in-video chat during the video engagement within the integration. During an incoming/outbound video engagement, the agent can see the customer screen pop within the CRM based on the 'email address' match. Configuration settings have been updated with video channel settings for Screen pop and search settings.
    Note: The video channel for Salesforce is dependent on a Salesforce package update that will be available on July 17.
  • Salesforce Health Cloud integration
    The Salesforce integration for Zoom Contact Center supports Salesforce Health Cloud. Agents using Salesforce Health Cloud can use all voice and video channel features supported by the Salesforce integration.
  • Enhancement to Zendesk integration
    Agents using the Zendesk integration will see a screen pop of customer records or ticket records based on the ID passed as input in the IVR (for example, the user ID or ticket ID). They can also see consumer and engagement information in the Profile and Engagement tabs. To display this information to agents, admins must define custom variables using the Zoom web portal. 

Resolved issues

• Minor bug fixes

June 17, 2023

View the daily release page for links to related support articles

New and enhanced features

• Admin features
  • Consumer engagement surveys
    Zoom is introducing surveys for the Zoom Contact Center voice channel. This feature enables account owners and admins to create voice surveys that support various questions, including multiple choice and long description. Surveys can be linked to voice queues. Admins can also define role permissions to determine who can view survey results on the contact center analytics dashboard. From the consumer perspective, the feature introduces post-call surveys for voice interactions. After the agent hangs up or a specified duration has passed based on the queue settings, the consumer will hear the survey questions. Consumers can respond to single-choice questions using DTMF or speech, provide ratings using DTMF or speech, and provide long descriptions using speech. 
    Note: This feature must be enabled by Zoom.
  • Australia SMS
    Zoom Contact Center is launching SMS capabilities for Australia phone numbers. Account owners and admins can purchase Australia numbers, assign them to flows, and allows agents to engage with consumers through SMS.
  • Live transcriptions for voice engagements
    Account owners and admins can allow users to view live transcriptions during voice engagements. They can also enable a prompt to play when the transcription has started or ended. These settings can be changed at the account or queue level. This feature must be enabled by Zoom.
  • ServiceNow third-party bot integration
    Account owners and admins can integrate Zoom Contact Center with ServiceNow chatbot to enable consumers to interact with ServiceNow chat bots.
  • Video channel for integrations
    The Microsoft Dynamics 365 integration for Zoom contact center support the video channel. As a result, agents can receive incoming video engagements, can make outbound video calls, upgrade a voice call to video call, and chat with the consumer using in-video chat during the video engagement within Microsoft Dynamics 365. During an incoming/outbound video engagement, the agent can see the customer screen pop within the CRM based on the 'email address' match. Configuration settings for MS Dynamics 365 integration has been updated with video channel settings for Screen pop and search settings. 
  • Enhancements to blurred background
    Account owners and admins can set agents' video to use a blurred background by default and prevent them from disabling it.
  • Role privilege for exporting recordings log
    Account owners and admins can enable or disable users' ability to export data from the Zoom Contact Center recordings log. By default, this privilege is enabled for the default admin role; and disabled for the default agent and default supervisor roles.
  • Enhancements to analytics and reports
    To better explain and organize metrics, certain metrics in real-time analytics and historical reports are being renamed and moved. In addition, answer, transfer, callback, handled engagements, hold duration, and offer metrics are being made available in more reports.
  • UI change for Salesforce integration settings
    If the account has the Zoom Contact Center Salesforce integration configured, the Automatic Call Logging setting in the Zoom admin portal has been renamed to Automatic Call Session History creation, so it aligns with the Salesforce object name that captures all the information from the engagement log.
  • UI enhancements to drop-downs
    Zoom Contact Center is adding features like multi-selection and search, while standardizing dropdown behavior to address usability issues and inconsistencies. Users will benefit from improved ease of finding and selecting options.
• Agent and consumer features
  
  • Consistent error messages for expired video links
    To enhance the customer experience and avoid confusion, Zoom Contact Center is implementing a consistent error message framework for video link expirations. This enhancement ensures that users receive appropriate error messages when video links are no longer valid. This applies to these types of links: callback, rejoin, invite, upgrade, and outbound.

Resolved issues

• Minor bug fixes

Note: The Enhancement to inbound notifications for voice channel feature has been pulled from the release due to issues with deployment, and will be available in another upcoming release. As a result of this rollback, agents will continue to receive incoming calls simultaneously in both the Zoom Contact Center desktop client, as well as the CTI Connector.

May 27, 2023

View the daily release page for links to related support articles

Changes to existing features

• Changes to phone numbers without SMS 10DLC campaigns
  For accounts with US/Canada virtual private numbers for SMS, account owners and admins must have an SMS 10DLC campaign assigned to the number for that number to be used as an entry point to a flow.

New and enhanced features

• Admin features
  
  • Concurrent licensing
    Zoom Contact Center is introducing concurrent licensing, which provides a one-to-many license option where users can use a license from a shared license pool when they are actively using the Zoom Contact Center desktop client or web portal. Account owners and admins can access the licenses usage log to view overall concurrent license usage for each billing period. This feature is only available for accounts that have purchased a concurrent licensing plan.
  • Address verifications documents for number ordering
    When ordering toll-free and virtual service numbers for certain countries/regions, account owners and admins can upload the required documents to provide address verification.
  • SMS support for toll-free numbers
    Account owners and admins can assign US & Canada toll-free phone numbers as entry points for SMS flows. They can also see or add toll-free numbers that support SMS.
  • Specify caller ID for callbacks
    Account owners and admins can specify the outbound caller ID used for voice queue callbacks to the consumer. By default, voice queues use the flow entry point number as the caller ID. 
  • Localization for Queue menu text-to-speech prompts
    Account owners and admins can configure text-to-speech (TTS) menu prompts and greetings in other languages.
  • Enhancements to Collect Input widget
    There are several enhancements to the Collect Input widget:
    • When the type is set to Quick Reply, account owners and admins can set the No Match and Map Exit to Skill exit settings.
    • When Max Wait Duration is enabled for video or messaging flows, the default duration is 300 seconds (5 minutes). The max duration is 1,800 seconds (30 minutes).
    • UI text has been updated to be consistent across channels.
  • Disable default reason codes
    Account owners and admins can disable the default Not Ready reasons. Disabled reasons will still count towards the overall maximum reasons.
  • Account-level privilege
    The Contact Center Management privilege has been added to role management that grants access to the Zoom Contact Center web admin portal. Account owners will have this privilege by default. If they don't have a contact center license, they can only access user management. Other users may be granted this new privilege, but they must have a Zoom Contact Center license before they are able to access/edit Contact Center administration. This new permission also enables support for Delegated Account Administration of Zoom Contact Center. 
  • Role privilege for address book
    Account owners and admins can enable or disable agents' ability to add/edit address book contacts using the Zoom desktop client.
  • Role privileges for voicemail
    Account owners and admins can assign or unassign the following privileges for voicemails.
    • Voicemail Management (allow users to view voicemails in the inbox)
    • Play voicemail (allows users to playback the recorded voicemail file)
    • Assign voicemail to others
    • Download voicemail
    • Delete voicemail
    • Default roles have the following settings:
      • Admin: All voicemail privileges
      • Supervisor: All voicemail privileges except Delete voicemail
      • Agent: Only Play voicemail privilege
  • Communications Content Storage Location for SMS transcripts
    Account owners and admins can set the location where SMS transcriptions are stored using the Messaging Transcripts field on Privacy and Data Retention tab of the Preferences page for Contact Center.
  • Image editing tool
    Account owners and admins can use the image editing tool to resize, crop, and scale images when using images in campaign management, user profile pictures, and account settings.
  • Enhancement to hiding personal data
    If an account owner or admin configured the setting to hide personal data, data will also be hidden in the contact details pop-up in inbound notifications, engagement event details, and the upgrade engagement pop-up window.
  • Voicemail operation log
    Account owners and admins can view the voicemail operation log to track voicemail actions. This includes voicemails being assigned, re-assigned, resolved, or deleted.
  • Skills in routing and answering events
    The Route to Queue event in the events log shows the associated skills and proficiency levels used to route to the queue.
  • Enhancement to email subscriptions
    Account owners and admins set up email subscriptions for the queue interval report. They can subscribe on a daily, weekly, or monthly basis.
  • Enhancement to agent monitor and queue analytics
    Account owners and admins can view opted-out agents in a separate category in the agent monitor. They can also hover over agent statuses in the queue analytics report so that they have a better understanding of agents' availability.
  • Enhancements to data tables in queue chart & queue analytics
    Account owners and admins can drill in to better see missed, declined, and answered call offers.

Resolved issues

• Minor bug fixes

April 15, 2023

View the daily release page for links to related support articles

Changes to existing features

• Display originating caller ID name for transferred calls
  When an agent or supervisor transfers a call to a Zoom Phone user, the Zoom Phone user will see the caller ID of the originating caller (consumer). When a Zoom Phone user transfers call to Zoom Contact, the agent will see the caller ID or the originating caller. Previously, they would see the caller ID of the user that transferred the call.
• Queue selection enforced for direct video transfers
  If an agent transfers a video engagement to another contact center user, they can only transfer to users who are also members of at least one queue. If the agent is transferring to a user who is a member of more than one queue, they will be prompted to select the video queue that the engagement will be a part of.
• Agents not allowed to change from Occupied to Ready
  Agents are not allowed to change their status from Occupied to Ready. They also can't change their status to Ready if they're on an active voice or video engagement and their status is Not Ready. This change is being implemented to avoid confusion when agents are on an active engagement, but can change their status to Ready.

New and enhanced features

• Admin features
  • Events for skills in routing and answering
    Account owners and admins can view the engagement event log to view events on agent routing and the relevant required and optional skills. They can also view the associated proficiency level for each skill.
  • Multi-level disposition codes
    Account owners and admins can organize disposition codes into a multi-level structure to make it easier for agents to search and select a disposition.
  • Queue level setting for partial automated recording
    Account owners and admins can enable or disable partial recording settings at the queue level. Previously, the setting was only available at the account level. 
  • Enhancements to custom reason codes
    Account owners and admins can assign custom reason codes to specific queues or users, so that users see a certain set of relevant reason codes.
  • Take over video engagements
    Account owners and admins can enable or disable supervisors' ability to take over an active video engagement.
  • UI enhancements when deleting objects
    When account owners or admin deletes one or more objects, like a user, queue, or skill, there is a consistent deletion prompt to confirm deletion and provide details if the object can't be deleted.
  • Customize chat engagement window header
    Account owners and admins can customize the chat engagement window header with an avatar, image, title, and message. They can also customize the font color, type, size, and weight of the title and message. Account owners and admins can use the window header to display URLs that link to, for example, privacy policies and terms of use.
  • Assign voicemails
    Account owners, admins, and users who have permission can assign other users to work on voicemails left by callers. The assigned users can view, assign and resolve voicemails using the Zoom web portal and Zoom client. They can also assign voicemails to themselves, which is not controlled by a role permission. This feature must be enabled by Zoom.
  • UI enhancement to voicemail inbox
    Users will see visual indicators for the amount of unread voicemails and different voicemail statuses.
  • Phone labels for address book contacts
    Account owners and admins can add the following labels to phone numbers: Main, Work, Home, Mobile, and Other.
  • Enhancements to address book export
    There is no maximum file size or contacts number limit when exporting address book contacts.
• Agent and consumer features
  • Enhancement to dispositions for voice engagement
    Agents can add a disposition to the engagement after the engagement ends with the agent, or the agent transfers the engagement to an external party, Zoom Phone user, Zoom Phone call queue, or Zoom Phone voicemail.
    
  • Opt out of SMS
    For accounts with US/Canada virtual private numbers for SMS, consumers can opt out of SMS by responding STOP to the associated number. Once a consumer opts out, agents will not be allowed to send messages to the consumer's phone number. Agents will see an error message stating that SMS can't be sent because the consumer has opted out. If the consumer sends a message to the phone number again, then agents will be allowed to send messages to the consumer again.

Resolved issues

• Minor bug fixes

March 24, 2023

View the daily release page for links to related support articles

New and enhanced features

• Admin features
  • Auto-answer inbound video engagements
    Account owners and admins can enable inbound video engagements to be automatically answered. This setting is available at the queue and account level. They can also enable the assigned agent's video to be auto enabled.
  • Enhancements to real-time monitor for voice
    Account owners and admins can use the real-time monitor to view real-time voice engagement, queue, and agent information.

Resolved issues

• Minor bug fixes

March 18, 2023

View the daily release page for links to related support articles

Changes to existing features

• Queue selection enforced for direct voice transfers
  If an agent transfers a voice engagement to another contact center user, they can only transfer to users who are also members of at least one queue. If the agent is transferring to a user who is a member of more than one queue, they will be prompted to select the voice queue that the engagement will be a part of.

New and enhanced features

• Admin features
  • Local flow variables
    Account owners and admins can use the new flow variable panel to create local variables. They can also use this panel to view all variables (global, local) in the flow. They can use the Script or HTTP Call widgets to create and manage local variables that persist within a flow.
  • Interrupt while waiting in voice queue
    Account owners and admins can provide menu-based options that enable consumers to interrupt the voice queue media and leave voicemail, request a callback, return to the beginning of the flow, or redirect to a new flow. This feature must be enabled by Zoom.
  • Enhancement to estimated wait time prompts
    Account owners and admins can select from several languages when specifying the text-to-speech audio prompts for estimated wait times. Previously, these prompts could only be in English.
  • Enhancements to analytics role settings
    Account owners and admins can determine specific analytics and reports privileges for each role type. Admins can also enable custom roles to access any analytics functionality and define roles that align with an organization's roles and responsibilities.
  • Skills charts
    Account owners and admins can see visualizations of agent routing skills and consumer routing attributes. This allows them to understand which skills require the longest handling duration and which consumer attributes are the most common.
  • Enhancements to report filters
    Account owners and admins can filter real-time reports by a selecting a time filter with a rolling lookback period or since a fixed starting time. They can also filter agent reports and wallboard by custom statuses and sub-statuses.
  • Enhancements to email report subscriptions
    Account owners and admins can subscribe to email reports for queue data tables so they can have a record of queue data at certain points in time. They can also select up to 100 queues when subscribing to reports.
  • Customize new chat button
    Account owners and admins can customize the new chat button that appears in the web chat engagement window.
  • Enhancement to date formatting
    Account owners, admins, and users will see the correct date and time format in all Zoom Contact Center web portal pages as set in their Zoom profile settings.
  • Blurred video backgrounds
    Account owners and admins can allow all participants to enable or disable blurred backgrounds during video engagements. They can also set agents' video background to be blurred by default.
  • Upgrade web chat to voice
    Account owners and admins can enable or disable agents' ability to upgrade a web chat engagement to a voice engagement. They can also configure relevant settings for web chat engagements upgraded to voice.
  • Upgrade SMS to voice
    Account owners and admins can enable or disable agents' ability to upgrade an SMS engagement to a voice engagement. They can also configure relevant settings for the upgraded voice engagement, like dispositions, wrap-up time, recordings, and outbound caller ID.
  • Enhancement to address book search
    Account owners and admins can search address book contacts by name and number using the Zoom web portal.
  • Enhancement to Waiting Room chat for video engagements
    Account owners and admins can allow other roles to chat with consumers currently in a video Waiting Room. Previously, this feature was only available to admins and supervisors.
  • Controls for downloading chat transcript
    Account owners and admins can enable or disable consumers' ability to download or email the chat transcript when the engagement has ended. This can be configured in the chat engagement window settings of web chat campaigns. Previously, this feature was always enabled.
  • Enhancement to role privileges
    The following role privileges apply to SMS, web chat, and in-app chat engagements: transfer engagement, barge in on engagement, and take over engagement. Previously, these privileges only applied to voice and video engagements.
  • Enhancements to launching external URL
    Account owners and admins can change queue settings to automatically launch an external URL for inbound or outbound engagements for the video channel, and for inbound engagements for chat and SMS channels. They can also insert parameters to pass details about the consumer. Previously, this feature was only available for the voice channel. This feature will not be immediately available, as it is dependent on client version 5.14.0, currently scheduled for release on March 20.
  • Enhancement to filename format
    Recordings, transcripts, and inbox messages have a clear filename format containing the date, start time, and unique ID.
  • Enhancement to voicemail email notifications
    Account owners and admins can enable or disable voicemail email notifications for specific users. Previously, they could only enable or disable email notification for all users.
• Agent and consumer features
  • Support for chatbot flows in chat flows
    Consumers can interact with chatbot flows on mobile devices if they are configured in web chat or in-app chat flows.
  • Support for screen share on mobile browser
    Consumers using an iOS and Android mobile device are able to see the agent's screen share on a mobile browser.
  • Callback indicator for integrations
    If an admin configures callback, agents will see the Callback label for inbound voice notifications when using the Salesforce and Zendesk integrations.
  • Voicemail support for integrations
    Agents using the Salesforce and Zendesk integrations can view inbox messages for inboxes they have access to.
  • Post-engagement workflow for voice call transfers
    Agents using the Salesforce and Zendesk integrations will be taken to the post-engagement screen after transferring the voice engagement to another agent. Previously, agents that transferred calls were not taken to the post-engagement screen to enter notes and dispositions.
  • Call monitoring support for integrations
    Supervisors can use call monitoring features (barge, monitor, whisper) from the Zoom desktop client on agents using the Salesforce or Zendesk integrations.

Resolved issues

• Minor bug fixes

Note: The UI enhancements for Zendesk integration and Customize queue callback prompts features have been pulled from the release due to issues with deployment, and will be available in another upcoming release. 

February 25, 2023

View the daily release page for links to related support articles

Changes to existing features

• Removal of dependency for address book contacts search
  When allowing agents to search through the address book, they don’t need to enable the Ungrouped users can search for any contacts setting in Team Chat account settings.
• Removal of queue supervisor restriction
  Account owners and admins with the User Management or Queue Management privileges can add users assigned to the default agent role as a queue supervisor. Previously, users assigned to the default Agent role could not be added to queues as a supervisor.

New and enhanced features

• Administrator features
  • Enhancements to agent interval reports
    Account owners and admins can view summarized agent activity metrics by the following intervals: 15 minutes, half-hour, hourly, daily, or weekly.
  • Enhancements to engagement events log
    Account owners and admins can view details on when asynchronous engagements (such as web chat, in-app chat, SMS) become deactivated from lack of consumer activity, and when they become reactivated when consumers resume activity. This enables admins to view the frequency in which engagements become inactive so they can correlate engagement interactions to agent statuses and capacity utilization. This also enables admins to build the data foundation to more accurately calculate handling duration and other metrics for asynchronous communication channels.
  • Handling duration metric
    Account owners and admins can view the average, shortest, and longest handling duration metrics in the real-time analytics dashboard and historical reports.
  • Multi-language support for audio prompts
    Account owners and admins can add text to speech (TTS) audio for different languages in the following places: Send Media widget, Collect Input widget, asset library, account-level preferences, and queue settings.
  • Enhancement to role selector
    The role selector on the User Profile page has been improved to include search as well improved visual indication of the default roles at the top of the list, followed by custom roles in alphabetical order.
  • Enhancements to launching external URL
    Account owners and admins can change queue settings to automatically launch a URL for inbound or outbound engagements for the voice channel. They can also insert parameters to pass details about the consumer. Previously, this feature was only available from the user level for inbound voice notifications. This feature will not be immediately available, as it is dependent on client version 5.13.10, currently scheduled for release on February 27.
  • Upgrade voice conference to video
    Account owners and admins can enable or disable agents' ability to upgrade voice conference calls to a video engagement.
  • Outbound video engagement
    Account owners and admins can enable agents to start a video engagement with an address book contact by sending a join link using SMS or email. This feature must be enabled by Zoom.
  • Force agent statuses
    Account owners and admins can enable or disable a setting to force agents' statuses to Not Ready when they accept a Zoom Phone or Zoom Meeting call. This setting is enabled by default.
  • Route chat flow to video flow
    Account owners and admins can configure the Route To widget in a chat flow to route to a published video flow.
  • Enhancements to address book import
    Account owners and admins can import up to 15,000 address book contacts at a time by uploading a CSV file. (The maximum CSV file size is 2MB). If the CSV file fails to import, there are improved error messages to explain why the import failed.

Resolved issues

• Minor bug fixes

Note: The Enhancements to analytics role settings feature has been pulled from the release due to issues with deployment, and will be available in another upcoming release. 

January 14, 2023

View the daily release page for links to related support articles

Changes to existing features

• Maximum audio file size
  Account owners and admins can add audio files up to 10MB in size for media in voice queues. Previously, the maximum file size was 2MB. This feature must be enabled by Zoom.

New and enhanced features

• Administrator features
  • Enhancement to flow events handling
    The following events are available for handling using scripts under Start widget in voice flows to provide admin ability to define specific actions when the event is invoked:
    • Engagement started
    • Engagement recording started
    • Engagement recording ended
    • Engagement transcription started
    • Engagement transcription ended
    • Voicemail saved
  • Enhancements to Service Level metric
    Account owners and admins can customize the Service Level metric in account and queue settings. They can also include or exclude short-abandoned and long-abandoned calls in the Service Level calculation. In addition, the Service Level widget is available in the historical queue chart report and agent report.
  • Wallboard tile for agent availability and performance
    Account owners and admins can add analytics wallboard tiles that display agent availability and performance metrics like the agent status and duration in that status. They can also set thresholds so there’s a visual cue if an agent exceeds a target metric.
  • Multi-queue wallboard views and tiles
    Account owners and admins can customize the analytics wallboard to filter specific tiles to only display data for a selected queue.
  • Video engagement events
    Account owners and admins can view the following events in the engagement log:
    • Supervisor barges in on a video engagement
    • Agent selects a skill while transferring to another agent
    • Agent transfers voice engagement to voicemail
  • New queue metrics
    Account owners and admins can use the agent report to view queue metrics on missed, declined, and abandoned calls.
  • Quality of Service dashboard for video
    Account owners and admins can view logs and charts to monitor the video quality of engagements.
  • Enhancement to voice callbacks
    When configuring callback for voice queues, account owners and admins can enable a setting to allow callers to provide a different number for callback than the one used for the inbound voice engagement. This feature must be enabled by Zoom.
  • Set the time to accept callbacks
    Account owners and admins can use queue settings to specify the amount of time that consumers have to accept a callback option after they are offered one.
  • Audio-only recordings for video engagements
    Account owners and admins can change recording settings to only enable audio recordings for video engagements, or enable both audio and video recordings. Users with the relevant privileges can playback recordings using the engagement log in the web portal or Closed engagements tab in the desktop client.
  • Partial automatic recordings
    Account owners and admins can change recording settings to only record a certain portion of all engagements (for example, 30%, 50%, or 70%). Users with the relevant privileges can playback recordings using the engagement log in the web portal or Closed engagements tab in the desktop client. Note: In this release, the setting is only available at the account level. If enabled, it will apply to all queues in the account. The queue-level setting will be added in a following release.
  • Suppress Zoom notifications
    Account owners and admins can enable an account-level setting so that agents will not receive inbound Zoom Phone or Zoom Meeting notifications while they are in an active voice or video engagement. This feature requires client 5.13.5, which is scheduled for release on January 16.
  • Offsite campaigns
    Account owners and admins can generate an offsite URL for each campaign, then embed these URLs in email, social media, and other digital advertising. This allows consumers to easily access a chat or video campaign.
  • Enhancements to audio settings
    All default audio settings have play and edit options so that account owners and admins can easily playback default media or change it.
  • Display caller ID name for external calls
    When account owners or admins configure the Route To widget to route to an external phone number, the receiving party will see the original calling party’s caller ID name.
  • Australia and New Zealand phone numbers
    Account owners and admins can purchase toll-free and virtual numbers for Australia and New Zealand.
• Agent and consumer features
  • Feature support for mobile browser engagements
    Consumers can use chat and share files during video engagements using a mobile browser.
  • Supported features for in-app video
    Consumers can use the following features when joining an in-app video engagement.
    • Enable or disable closed captions and transcription.
    • Request a call back and view the rejoin link.
    • Use Waiting Room chat. Supervisors can chat with the consumers in the waiting room for in-app video engagements. When an agent is assigned to the engagement, they will see the Waiting Room chat so they have context on what was discussed.

Resolved issues

• Minor bug fixes

December 18, 2022

View the daily release page for links to related support articles

Changes to existing features

• Video transcripts
  Account owners and admins can enable or disable transcription for video engagements. If enabled, they can allow users to view, download, or delete transcripts.

December 17, 2022

View the daily release page for links to related support articles

Changes to existing features

• Automated routing announcement removed
  When a flow routes or overflows an engagement to a voice or chat flow, Zoom Contact Center will not provide an automated announcement that notifies the consumer they are being transferred. Account owners and admins can use the Send Media widget if they still want to have an automated announcement. This change applies to the following configurations:
  • In the flow editor, the Route To widget routes to another flow.
  • In voice queue settings, the overflow option is set to Overflow to Flow.
  • When an agent transfers a voice call to a flow.
• Third-party bots moved to Integrations
  Third-party bot integration settings have been moved to the Integration Bots tab in the Integrations page.

New and enhanced features

• Administrator features
  • WAV file for voicemail notification
    If account owners or admins set up voicemail email notification, they can choose to attach the voicemail in WAV format. This feature must be enabled by Zoom.
  • Set outbound caller ID in Route To widget
    If the Route To widget is configured to route to an external phone number, account owners and admins can set the outbound caller ID used to place the call. They can select a flow-based phone number or the original caller ID of the caller, or the caller ID of a voice queue.
  • Video engagement events
    Account owners and admins can view the following video events in the engagement log:
    • Upgrade voice engagement to video
    • Hold or un-hold
  • Automatic call distribution (ACD) metrics
    ACD engagements are those that are routed to an agent by a queue. Account owners and admins can view the allocation of ACD versus non-ACD voice engagements using historical agent reports. They can also filter for null queues (labeled as No Queue Used) in the agent report, voice call logs, and engagement logs.
  • Search and filter by engagement ID
    Account owners and admins can view the engagement ID in real-time and historical detail reports. They can also search and filter by the engagement ID to easily cross reference an engagement from the engagement log.
  • Enhancements to queue detail report
    The queue detail report has new filters and sortable fields. New filters include engagement events.
  • Enhancements to Service Level metric
    Account owners and admins can customize the Service Level metric in queue settings. They can also include or exclude short-abandoned and long-abandoned calls in the Service Level calculation. In addition, the Service Level widget is available in the historical queue chart report and agent report.
  • Conference call events
    Account owners and admins can view conference call events in the real-time engagement details and engagement log.
  • Identify conference calls in voice call log and charge report
    Account owners and admins can identify which engagement initiated a conference call in the voice call log and charge report. They can also see details like the associated duration and charge.
  • Enhancements to analytics wallboard
    Account owners and admins can customize the width of table tiles to condense the information displayed. They can also filter or sort table data within tiles, then save the filtered view.
  • Enhancement to phone number ordering
    If account owners or admins search for additional toll-free or virtual service numbers but none are available, they can request additional phone numbers by clicking a button that redirects them to a form.
  • Settings for engagements upgraded to video
    If account owners or admins enable the upgrade to video feature in a chat, SMS, or voice queue, they can configure the relevant video settings for upgraded engagements.
  • Auto-close messaging engagements
    Account owners and admins can configure when messaging engagements in a flow are automatically closed due to inactivity. This is set to 30 minutes by default.
  • Web chat typing indicator
    Consumers in a web chat engagement will see an indicator when the agent will actively typing a message. Agents will also see when consumers are typing in web chat. Additionally, consumers will see a typing indicator when flow messages are being sent. The length of the typing indicator for flow messages can be configured by the admin.
  • Account, queue, and flow business hours
    Account owners and admins can configure business and holiday hours from a central page and apply them to queues or flows. They can also set default business and holiday hours for the account.
  • Enhancement to voice call transferring
    When supervisors or agents transfer a voice call to another contact center user, they will be notified if the user is available. If the user isn’t available, they can transfer to another user or transfer to a voicemail inbox accessible by the user (if applicable). Also, filters have been added to the transfer interface so they can filter by queue, contact, or flows.
  • UI enhancements for controlling agent transfer options
    There are several minor UI enhancements to make it easier for account owners and admins to control the queue, users, or flows that agents can transfer to.
  • Role privilege for accessing address book in client
    Account owners and admins can enable or disable the Address Book tab privilege in role settings to control if agents can access the address book in the Zoom desktop client.
  • Support for global variables in consumer routing profiles
    When configuring global variables, account owners and admins can enable an option to use the variable in consumer profile profiles. After enabling, admins can add the variable as an attribute to a consumer routing profile and set relevant conditions.
  • Enhancements to video experience
    There are several enhancements to improve the video engagement experience for agents and consumers:
    • When ending an engagement, agents will be prompted to confirm before the engagement has ended.
    • When ending an engagement and there’s another user in the engagement, agents can change the host to that user.
    • When the engagement has ended, consumers will see a reason for the video engagement ending. They will also see the previous in-video chat messages.
  • Agent work sessions
    Account owners and admins can enable agent work sessions in account-level preferences. If enabled, agents will be asked to start a work session when they open the Zoom Contact Center desktop client, and can end it when finished. Admins can time out an agent’s session when they stop interacting with the Zoom Contact Center desktop client. Agents will have 3 minutes to choose to continue the session or they will be switched to an offline status. This feature must be enabled by Zoom.
  • Captions and live transcriptions
    Agents or consumers can turn captions on or off. Admins can enable or disable captions or live transcriptions using the web portal. This feature is only available in English. In addition, the existing closed captioning sizing settings in the Zoom desktop client apply to Zoom Contact Center engagements. Previously, agents were not able to change the size of closed captioning in Zoom Contact Center.

Resolved issues

• Minor bug fixes

Note: The Video transcripts and Queue selection enforced for direct voice transfers features have been pulled from the release due to issues with deployment, and will be available in another upcoming release. 

November 19, 2022

View the daily release page for links to related support articles

New and enhanced features

• Administrator features
  • Enhancements to flow widgets
    There are several enhancements for flow widgets. Account owners and admins can:
    • Specify multiple attributes for variables in the exit settings for Condition widgets
    • Duplicate an existing widget or group of widgets in the flow
    • Add exists to handle scenarios where the flow process fails (Send Media, Route To, and Script widgets)
    • Enable or disable the max wait duration for the Collect Input video widget
    • View warnings when there’s a overlap in the time period exit settings in a Condition widget connected to another widget
  • Enhancements to audio interrupt
    When account owners or admins add an audio interrupt file to a queue, they can select an option to loop the audio file until an agent is connected, and specify the amount of time between each loop.
  • Show variables in active engagements
    When configuring variables, account owners and admins can enable an option to display the variable in the Zoom desktop client. If enabled, the variable will display in the inbound notification and the Profile or Engagement tab during active engagements. This feature must be enabled by Zoom. This feature will not be immediately available, as it is dependent on client version 5.13.0, currently scheduled for release on December 12.
  • Assign multiple caller ID numbers to queues
    Account owners and admins can assign multiple outbound caller ID numbers for each queue. Agents will be able to select a caller ID number when placing outbound voice calls.
  • Feature support for mobile and in-app video engagements
    The Send Media and Waiting Room callback features are supported for mobile and in-app video engagements.
  • Setting for mirror video controls
    Account owners and admins can enable or disable the ability for agents or consumers to mirror their video during a video engagement. Previously, this was always enabled by default.
  • Rejoin video session
    Account owners and admins can enable or disable the ability for consumers to rejoin a video engagement after they drop due to network issues. When consumers drop from a video engagement, they can rejoin the engagement using the rejoin link. This feature is disabled by default.
  • Recording start after consent
    Account owners and admins can enable or disable recording consent for voice and video engagements. If enabled, recording will start after a consumer provides consent. The recording will not start in case the consumer leaves the call without providing the consent.
  • Voice recording transcripts
    Account owners or admins can enable or disable transcripts for voice recordings, as well as make them accessible to users. Users with appropriate privileges can access, download, and delete transcripts for closed voice engagements from the Zoom web portal or Zoom desktop client.
  • Enhancements to campaign invitation customizations
    Account owners and admins can customize the invitation button to display text alongside the avatar. They can also customize the font type and color.
  • Select campaign devices
    When editing campaigns, account owners and admins can select the devices that the campaign will display on (desktop, tablet, or mobile).
  • Preview campaign
    Account owners and admins can preview campaigns on their website before implementing it. They can preview the invitation, engagement window, and welcome screen.
  • Control agent transfer for chat, SMS, and video
    Account owners and admins can restrict where and to whom engagements in a given chat, SMS, or video queue can be transferred. Agents can view only the transfer options based on the defined queue configurations. Previously, this feature was only available for voice queues.
  • Embedded campaign invitations
    Account owners and admins can create campaigns with invitations that are embedded within a specific location on the brand’s website. Embedded invitations can be customized using CSS.
  • Enhancement to assigning agents to queues
    Account owners and admins can use the user profile page to assign agents as queue supervisors. Previously, they could only assign queue members in the user profile page. The user import tool will also support this feature.
  • Call queue default media
    Account owners and admins can change the default media while connecting a call and while agents transfer a call. They can also choose to play the standard ringback to be consistent with Zoom Phone.
  • Enhancements to caller ID name
    Account owners and admins can view a new column in the Assigned phone numbers page that displays the caller ID name of each phone number. They can also search through phone numbers using the caller ID name.
  • Callback metrics
    Account owners and admins can view callback metrics, such as the average and longest callback pending duration. They can also view engagements that are in a callback state.
  • Ring duration metrics
    Account owners can view the outbound and inbound ring duration for voice and video engagements. They can also view the ring response (accept, reject, missed call).
  • Engagement log columns and filters
    Account owners and admins can filter and sort for every major event and engagement dimension, so that they can identify outliers, a particular engagement, or engagements that meet compound criteria. They can also search for engagements across all channels. New filters include: agent, queue, flow, campaign, disposition, channel, event, country, and voicemail.
  • Voice call log
    Account owners and admins can view the voice call log to view additional details on voice engagements that are not available in other logs or reports. Available details include monitoring status and calls transferred from Zoom Phone.
  • Erase personal information from engagement log
    Account owners and admins can erase personal information from chat and SMS engagements. This will remove recordings and transcripts and will replace the consumer’s name, email, and phone numbers with obfuscated values. The original personal information cannot be recovered. Admins will still be able to search engagement IDs to view engagements, but won’t be able to view detailed chat and SMS information.

Resolved issues

• Minor bug fixes

October 28, 2022

New and enhanced features

• Agent and consumer features
  • In-app chat bot widget support
    In-app chat flows support chat bot flow widgets. In addition, the chat bot name and avatar configured by the admin will display in the in-app chat window.

October 22, 2022

View the daily release page for links to related support articles

Changes to existing features

• Increased max limits for queues
  Account owners and admins can set a maximum wait duration of up to 12 hours. Also, each queue supports a maximum of 2,000 agents.
• Change in maximum voicemail duration
  The maximum duration for each voicemail has been changed to 5 minutes.

New and enhanced features

• Administrator features
  • Persistent global variables
    Account owners and admins can create global variables that persist across engagements or flows. They can create and set variables in flows, and the variable values persist across all engagements where it's referenced.
  • Pre-chat survey values mapped to global variables
    If a web chat has a pre-chat survey, consumer-entered values are mapped to global variables so they can be referenced in the flow.
  • Support for caller ID name
    Account owners and admins can view and edit the default caller ID name that displays for outbound calls. They can add a name if the field is empty, or change the name for each telephone number. They can also perform bulk edits to caller ID names for multiple numbers. The caller ID name is supported only in the US and Canada, and does not apply to toll-free numbers. The account-level default caller ID setting must be enabled by Zoom.
  • Enhancements to Waiting Room
    Account owners and admins can customize video engagement Waiting Rooms by adding slides (in PDF format) or audio. Previously you could add a video or image.
  • Hide personal data
    Account owners and admins can choose which user roles can view consumers’ personal information in engagements and reports. Personal data will be hidden only when participating in live text-based engagements and when viewing closed engagements, analytics, and voicemail inbox. This functionality does not extend to Zoom APIs or integrations with third-party applications.
  • Historical flow reports
    Account owners and admins can view historical flow reports to view voice flow metrics like contained flows, abandoned flows, and average duration.
  • Configure metrics for short and long calls
    Account owners and admins can set the duration used for brief outbound engagements, labeled in reports as short calls. This also automatically sets the duration for long calls and hang-up calls.
  • Agent skills in reports
    Account owners and admins can view the associated agent skills in reports including historical reports, real-time reports, and agent reports.
  • View voice call charges in the usage reports
    Account owners and admins can view the associated charge for voice calls if the call was metered from contact center usage reports (Account Management > Reports > Usage Reports > Contact Center > Activity > Calls).
  • Overflow to flow events
    Account owners can view overflow-to-flow events in the engagement log.
  • Enhancements to tables and bulk delete
    Tables in the Zoom web portal have been improved with more consistent drop-downs, sorting, search field sizing, filters, and ability to bulk delete.
  • Port out PIN
    Account owners and admins can view the assigned Port Out PIN in account-level settings. They do not need to open a ticket with the Zoom support team to request the Port Out PIN number.
  • Enhancement to data retention period
    If account owners and admins configure soft deletion (also known as recycle bin) for call recordings, recordings in the recycle bin can be viewed in the Recently Deleted Recordings section of the Recordings Log. When searching for a recording, it’s recommended they check the Recently Deleted Recordings section too. They can then recover deleted call recordings and transcripts.
• Agent and consumer features
  • Change real-time reporting trailing period
    Agents can specify the trailing time period for calculating metrics in the agent view of the real-time analytics dashboard. Previously, only admins could adjust this time period.
  • Enhanced mobile web chat experience
    The web chat experience has been improved for consumers using mobile devices. Improvements include a more responsive web chat window and the ability to minimize or expand the web chat window.
  • Enhancements to video experience from mobile device
    Waiting Room is supported for consumers joining a video engagement from a mobile browser.

Resolved issues

• Minor bug fixes

Note: The BYOC numbers for SMS feature has been pulled from the release. It will be available in another upcoming release. 

October 6, 2022

New and enhanced features

• Zendesk integration
  Account owners and admins can integrate Zoom Contact Center with Zendesk to allow agents to access contact center functionality within the Zendesk application.

September 25, 2022

New and enhanced features

• Flow widget support for mobile and in-app video engagements
  The following widgets are supported for mobile and in-app video engagements: Collect Input (visual IVR), Send Media, Route To, Condition, Http Call, Script and Set Variable widgets. Customized Waiting Rooms are also supported on in-app video engagements.

September 17, 2022

View the daily release page for links to related support articles

New and enhanced features

• Administrator features
  • New script engine
    Zoom Contact Center is rolling out a new script engine which will introduce a new syntax. Existing scripts will not be impacted. However, new script widgets must follow the new syntax. Refer the Script widget article for more information
  • Overflow to another flow
    Account owners and admins can change queue settings so that when overflow is applied, the engagement overflows to another flow. This enhancement applies to voice, web chat, and in-app chat channels.
  • Enhancement to longest idle call distribution
    Account owners and admins can specify the call distribution algorithm for the longest idle distribution method for voice and video queues. They can select longest idle time since agents’ last ring, or longest idle time for agents since their status changed from Not Ready.
  • Variable-based routing for outbound calling
    If account owners or admins customized a Route To widget to route to an outbound call, they can specify a variable as the target number.
  • Queue data in flow editor
    Account owners and admins can access different types of queue data to use for flow routing. For example, the number of agents, max wait time, or number of current engagements.
  • Add interrupt messages for media while connecting
    Account owners and admins can add multiple messages that interrupt the audio set as the Media while connecting. This can be used to notify consumers that their call is still being routed to an agent.
  • Control file sharing in chat engagements
    Account owners and admins can enable or disable agents’ ability to share files in active web or in-app chat engagements.
  • Kiosk integration for video engagements
    Consumers can initiate video engagements from the Zoom Kiosk devices and speak with agents/virtual receptionists. This feature is supported on Windows Touch Zoom Rooms, iPad Zoom Rooms, and Neat Touch Appliances.
  • Launching a URL during inbound calls 
    Admins can change user settings to automatically launch a URL when they receive a voice call. They can also insert parameters to pass details about the consumer. This feature must be enabled by Zoom.
  • Multi-channel campaigns
    Account owners and admins can create campaigns that allow them to configure multiple channels (web chat, video, voice, and SMS). When consumers click a multi-channel campaign, they can select which channel they want to connect to.
  • Control agent transfer options
    Account owners and admins can control which queues, contact center users, or flows that agents can transfer engagements to.
  • General availability of automatic and ad hoc voice call recording
    Account owners and admins can control automatic and ad hoc recording at the account or queue level. They can also playback recordings using the engagement log in the web portal or Closed engagements tab in the desktop client. If enabling automatic recording, they can set whether to automatically record inbound, outbound, or both inbound/outbound calls. Admins can also enable the audio prompt to collect consumers’ consent to being recorded.
  • Recording privileges
    Account owners and admins can use role management to customize the recording privileges of users such as access, play, download, and delete recordings. They can also view a list of users with their recording privileges at the account or queue levels.
  • Stereo audio for voice recordings
    Account owners and admins can change if voice recordings are recorded in stereo or mono. Stereo audio recording is enabled by default.
  • Agent charts and tables for Wallboard
    Account owners and admins can add agent charts and tables to the analytics Wallboard to better track metrics like agent status and capacity.
  • New metrics for real-time analytics
    The following voice metrics have been added to the real-time analytics dashboard for active calls: longest wait duration, longest hold duration, and longest talk duration..
  • Enhancement to abandoned engagement metrics
    Short and long abandoned metrics are calculated based on the length of time the engagement spends in the queue, ignoring any duration in the flow. This results in a more accurate Service Level metric.
  • Wallboard Digital Signage integration
    Account owners and admins can display contact center analytics Wallboards on Zoom Room Digital Signage.
  • Activity reporting by interval (video, chat, and SMS)
    The Queue Interval Report is available for video, chat, and SMS channels. Account owners and admins can use this report to summarize activity reporting and specify results by time intervals. The report sorts the results into a tabular format and can be exported as a CSV file.
  • Enhancements to channel reporting structure
    Analytics and reports for web chat, in-app chat, and SMS have been consolidated to the Messaging tab to better organize similar channels.
  • Change real-time reporting trailing period
    Account owners and admins can specify the trailing time period for calculating metrics in the real-time analytics dashboard.
  • Separate settings for opt-out and Not Ready status reasons
    Account owners and admins can enable or disable queue opt-out reason codes separately from Not Ready status reason codes. Previously, these were combined in a single setting, requiring both to be enabled or disabled at the same time.
  • Enhancements to dispositions
    If account owners or admins don’t add any dispositions to a queue, agents will not see the dispositions option in the desktop client. Additionally, account owners and admins can set any added disposition as the default disposition, including those added in disposition sets.
  • Enhancements to tables
    Tables in the Zoom web portal have been improved with more consistent drop-downs, sorting, search field sizing, and filters.
  • Enhancement to phone numbers search
    The search feature on the phone numbers page will return relevant matches regardless of the phone number format used in the search field.
  • Set default status after missed engagement
    Account owners and admins can set a default status when an agent misses an engagement. This feature requires client version 5.12.0 or higher.
  • Enhancements to voice call metering
    There are enhancements to voice call metering to reduce the amount of double charging for calls originating from Zoom Phone or Zoom Contact Center then transferred to another internal user.

Resolved issues

• Minor bug fixes

Note: The Flow widget support for mobile and in-app video engagements and Hide personal data features have been pulled from the release. They will be available in another upcoming release. 

September 9, 2022

New and enhanced features

• Salesforce integration
  Account owners and admins can integrate Zoom Contact Center with Salesforce to allow agents to make or receive engagements from Salesforce. They can also set up contacts to sync between the Zoom Contact Center address book and Salesforce.

September 2, 2022

New and enhanced features

• Solvvy chat bot integration
  Account owners and admins can integrate Zoom Contact Center with Solvvy to enable consumers to interact with Solvvy chat bots.

August 21, 2022

View the daily release page for links to related support articles

New and enhanced features

• Administrator features
  • Enhancements to flow editor
    There are several enhancements to the versioning and debug feature in the flow editor. Account owners and admins can:
    • Create a draft version by copying a published version
    • Reinstate an archived version to use as a draft or published version
    • Exit debug mode
    • View the flow description in the flow list view
  • Enhancements to mapping exist to skills in flow editor
    Account owners and admins can search and sort in the Map Exit to Skill section of the Collect Input and Condition widgets, allowing them to easily find the skill category and skills.
  • Export and import flow
    Account owners and admins can export a published flow as a JSON file. They can also import a JSON file to create a new draft flow.
  • Third-party chat bot integration
    Account owners and admins can integrate Zoom Contact Center with Google Dialogflow ES or Amazon Lex to enable consumers to interact with these chat bots. This feature must be enabled by Zoom.
  • Enhancements to consumer routing profiles
    When using address book variables in consumer routing profiles, account owners and admins can view variable groups by system or custom variables, search for variables, and export a list of variables as a CSV file.
  • Slide media type
    Account owners and admins can add or edit PDF files (also known as slides) to the asset library. They can use slides in the flow editor.
  • Enhancements to callback for video engagements
    If callback is enabled for a video queue, account owners and admin can allow consumers to receive the callback notification using SMS or phone in addition to email. Consumers can decline a callback request using SMS or email
  • Support for mobile web browsers
    Consumers can join video engagements from a mobile web browser.
  • Outbound queue configuration
    Account owners and admins can configure the following outbound queue settings to control how agents are placing outbound voice calls:
    • Enable or disable outbound calling for each queue
    • Set the default outbound queue for each agent
  • Enhancements to asset management
    Account owners and admins can view details on where assets are used; for example, in the flow editor, queue, or inbox. They will also see a warning message when editing or deleting an asset that’s in use.
  • Archive assets
    Account owners and admins can archive assets then recover archived assets or permanently delete an asset.
  • Share file in chat during video engagement
    Account owners and admins can enable or disable the ability for agents and consumers to share files in chat during an active video engagement. This feature requires client version 5.11.9 or higher.
  • Enhancements to internal calling from Zoom Contact Center to Zoom Phone
    Account owners and admins can enable supervisors and agents to make outbound calls and transfer calls by entering a name for contact matching. The system matches the name to the account’s Zoom Phone Contacts and locates matches for the contact. The system displays matches for contacts containing an extension or phone number, then supervisors and agents can select the correct contact and number combination. If a matching name does not include an extension or phone number, then they don’t display as a match. This feature requires client version 5.11.9 or higher.
  • Enhancements to external voice calling
    Account owners and admins can enable supervisors and agents to make outbound calls and transfer calls by entering a name for contact matching. The system matches the name to the Zoom Contact Center address book and locates the PSTN number for the contact. The system displays matches for contacts containing a phone number, then supervisors and agents can select the correct contact and number combination. If a matching name does not include a phone number, then they don’t display as a match. This feature requires client version 5.11.9 or higher.
  • Email notifications for voicemail
    Account owners and admins can allow agents to receive email notifications when voicemails are received. This setting can be changed at the account or inbox level.
  • Control visibility of monitoring notification banner
    Account owners and admins can enable or disable banners that notify agents when a supervisor begins listening or whispering during the engagement.
  • Assign same phone numbers to a voice and SMS flow
    Account owners and admins can assign the same phone number as the entry point to one voice flow and one SMS flow. This allows consumers to call or text the same phone number to reach the flow.
  • Customize welcome screen image
    When uploading a new welcome screen image from their computer, account owners and admins crop the image so that it fits in the chat engagement window.
  • In-app messaging channel
    Account owners and admins can create and configure flows and queues for the new in-app messaging channel. This channel is for chat flows that are embedded in an app.
  • Data retention period
    Account owners and admins can define the data retention period for Zoom Contact Center data including voicemails, recordings, transcriptions, and chat/SMS messages. After the defined data retention period, data is auto deleted. They can also configure soft deletion (also known as recycle bin) and permanent deletion.
  • Activity reporting by interval (voice only)
    Account owners and admins can use the Queue Interval Report to summarize activity reporting and specify results by time intervals. This report sorts the results into a tabular format and can be exported as a CSV file. This feature applies to voice channels only.
  • Metric for first response delay
    Account owners and admins can view new metrics for reporting SMS and chat message initial response delays. The first response delay measures the amount of time it takes an agent to respond to a consumer’s initial message in a messaging channel engagement. These metrics are available in historical reports, real-time analytics, and agent reports.
  • Events for callbacks
    Account owners and admins can view events on callbacks so that they can better understand callback attempts.
  • Export metered SMS log
    Account owners and admins can export the metered SMS log as a CSV file.
  • Recordings log (Beta)
    Account owners and admins can manage all of their recordings from a centralized control center. They can also select multiple recordings and mass delete recordings to free up storage space and to meet their organization’s compliance and recording retention policies. This feature must be enabled by Zoom.
  • Enhancements to waterfall chart
    The waterfall chart in the real-time analytics dashboard has been improved to better display the engagements at the beginning and end of the specified time period. 

Resolved issues

• Minor bug fixes

Note: The Salesforce integration feature has been pulled from the release because the Salesforce Appexchange listing is still pending. It will be available in another upcoming release. 

Note: The information in the past release notes may have been superseded by subsequent release notes. Please review all current release notes carefully.

July 16, 2022

View the daily release page for links to related support articles

New and enhanced features

• Administrator features
  • Enhancements to global variables
    When viewing custom or global variables, account owners can view or set global variables in the flow editor using widgets or a script.
  • Engagement ID variable in flow editor
    Account owners and admins can reference a specific engagement using the associated engagement ID in the flow editor.
  • Enhancement to HTTP and Script widgets in flow editor
    Keys, secrets, and other credentials are hidden by default in HTTP and Script widgets. Account owners and admins can also define global variables for these credentials so they’re not visible if a value is assigned to them.
  • Set consumer language using flow editor
    Account owners and admins can use the flow editor to set the consumer language based on the following factors: the phone number they dialed into, the result of a Collect Input widget, or the result of the Condition widget. The engagement language is written to a global system variable.
  • Variable-based queue selection
    Account owners and admins can set up logic in the flow editor to write to a variable, then use this variable in the Route To widget to route to a specific queue. This allows account owners and admins to route to different queues by only using one Route To widget.
  • Address book variables
    Account owners and admins can set up address book variables, then link the attribute to address books so that all members of that address book have that attribute displayed in their address book details. You can also use these variables as consumer routing profile attributes to prioritize consumer with certain variable values. For example: VIP attribute with String values of Gold, Silver, or Bronze; or Boolean values of Yes or No. 
  • Supported widgets for video channel
    The video channel supports these widgets: Condition, HTTP, Script, Set Variable. These widgets function the same as in the voice channel.
  • Increased maximum of audio prompts
    The Send Media and Collect Input widgets can contain a maximum of 10 audio prompts for the voice channel. Previously, this was limited to 5 and 1, respectively.
  • Customize Waiting Room using asset library
    Account owners and admins can use media from the asset library to customize the Waiting Room experience for video engagements.
  • Internal calling between Zoom Phone to Zoom Contact Center
    Calls from Zoom Phone to Zoom Contact Center route directly to one another for best call quality and will not incur charges as an outbound Zoom Phone call. Note: PSTN calls forwarded or transferred from Zoom Phone to Zoom Contact Center may continue to incur charges as an inbound Zoom Contact Center call. This can be useful for use cases where calls are routed from a Zoom Phone auto receptionist or user to a Zoom Contact Center flow. Agents can also transfer a contact center voice call to a Zoom Phone user by entering their extension number.
  • Error notification for SMS or chat messages that exceed limit
    Agents will see an error notification if their SMS or chat message exceeds the limit and won’t be able to send the message. The limits are 500 characters for SMS and 2,005 characters for chat.
  • Allow agents upgrade to video call
    Account owners and admins can enable or disable an agent's ability to upgrade an active chat engagement to video engagement.
  • Enhancements to queue callback
    Account owners and admins can enable a setting to allow consumers to add an extension number when requesting a callback during a voice engagement.
  • Allow agents to pause/resume automatic voice call recording (Beta)
    Account owners and admins can allow agents of call queues that are subject to automatic voice call recording to pause and resume the recording. This feature must be enabled by Zoom.
  • Customize welcome screen for chat engagements
    Account owners and admins can enable and customize a welcome screen that’s displayed before consumers enter a chat engagement with an agent. Account owners and admins can customize the text and images displayed and the pre-chat survey to collect necessary information from consumers.
  • Set agent display name
    Account owners and admins can choose if agents’ full name or display name is shown to consumers. If they choose to show agents’ contact center display names or show agents full name. The default display name is the agent’s first name. The contact center display name is separate from users’ profile display name.
  • Customize agent profile image
    Account owners and admins can customize agents’ profile image. They can choose to copy over agents’ current Zoom profile image or add a new image. The default agent profile image is each agent’s initials. The contact center profile image is separate from users’ Zoom profile image.
  • Occupied sub-statuses for agents and supervisors
    Account owners and admins can view agents’ occupied sub-statuses including holding, dialing, and wrapping up. These sub-statuses are for reporting purposes only and are exclusively available in agent reports. Agents and supervisors cannot view their occupied sub-status in the Zoom desktop client.
  • Metered SMS log
    Account owners and admins can view a log of unmetered and metered SMS messages so they can verify SMS usage charges.
  • Queue alert notifications
    Account owners and admins can enable notifications to warn them of queue KPIs approaching or reaching unacceptable levels. They can set KPI threshold triggers and receive emails or Zoom Chat notifications when thresholds are exceeded.
  • Variables log
    Account owners and admins can view a log of variables with their associated value, engagement ID, flow, widget, and timestamp so they can track changes in custom and global variables. Variables must have the Store data for reporting setting enabled to be captured in the variable log.
  • Omnichannel overview tab in historical analytics dashboard
    Account owners and admins can view the Overview tab in the historical analytics dashboard, in addition to the real-time analytics dashboard, to see omni-channel metrics.
  • Waterfall chart in real-time analytics dashboard
    Account owners and admins can access the waterfall chart to see how many voice engagements are in the various statuses from the beginning to the end of a recent time period.

Resolved issues

• Minor bug fixes

Note: The Share file in chat web setting have been pulled from the release due to issues with deployment, and will be available in another upcoming release. Agents and consumers are able to share files in a chat engagement but this feature can't be enabled or disabled.

June 18, 2022

View the daily release page for links to related support articles

New and enhanced features

• Administrator features
  • Callback for video engagements
    Account owners and admins can enable consumers to request a callback while waiting in the queue for a video engagement (Waiting Room). Admins can also define when the callback notification will be presented to consumers and when the callback rejoin link expires. This feature must be enabled by Zoom.
  • Automatic and ad hoc voice call recording (Beta)
    Account owners and admins can control automatic and ad hoc recording at the account or queue level. They can also playback recordings using the engagement log in the web portal or Closed engagements tab in the desktop client. If enabling automatic recording, they can set whether to automatically record inbound, outbound, or both inbound/outbound calls. Admins can also enable the audio prompt to collect consumers’ consent to being recorded. This feature must be enabled by Zoom.
    
  • Configurable Communications Content storage location
    Account owners and admins can configure different Communications Content storage locations for the following contact center data: voicemails and call recordings.
  • Global engagement variables
    Account owners and admins can create global variables to pass data between flows. They can use the following data types for variables: String, Number, Boolean, Date/Time, Currency, Percent, Email, URL, Phone.
  • Queue metrics in flow editor
    Account owners and admins can use queue metrics in the flow editor to define widgets in the flow editor. Available queue metrics include available agents, calls in queue, and estimated wait time.
  • Enable estimated wait time in video Waiting Room
    Account owners and admins can display the estimated wait time for consumers in the Waiting Room for video engagements. The estimated wait time is based on several factors including the average handling time.
  • Enhancements to Send Media widget for video channel
    Account owners and admins can add audio or PDF files to the Send Media widget to display these to consumers during video engagements.
  • Enhancements to Collect Input widget for video channel
    Account owners and admins can select the Quick reply option in the Collect Input widget for video engagements to prompt and collect input from consumers. They can also add audio or PDF files to display these to consumers during video engagements.
  • Audio for script delays in flow editor
    When there is a delay in handling flow widgets for voice engagements, consumers will hear audio that will play on a loop until the widget is processed, similar to the music consumers hear when put on hold. Account owners and admins can play the default audio.
  • Multilingual audio prompts in assets library
    Account owners and admins can create multilingual assets that can contain audio files for each language that their contact center needs to support.
  • Allow associated domains in contact center
    Account owners can easily add the account’s verified associated domains to Zoom Contact Center to easily approve domains and all relevant sub domains for use in Zoom Contact Center. For example, if zoom.us is an approved associated domain, they can add zoom.us or engage.zoom.us to Zoom Contact Center. Previously, account owners and admins had to contact Zoom to add domains.
  • Enhancements to opt in/out settings
    There are several UI enhancements to the opt in/out and opt out reasons to make it easier for account owners and admins to set up opt in/out and customize reasons.
  • Set country/region for agents
    Account owners and admins can set a country/region for agents so that phone numbers are formatted based on the selected country/region.
  • Set wrap-up expiration time for video and voice engagements
    Account owners and admins can set a specific wrap-up time limit and default disposition. When the expiration time is exceeded, agents’ status will automatically change from Occupied to Ready, and the default disposition will be automatically set.
  • Enhancements to report subscriptions
    Account owners and admins can subscribe to reports for all channels (voice, video, chat, and SMS). Also, agent reports have been added including a timesheet report. There are also several UI improvements to make subscriptions easier to access including a Subscription Center that provides visibility into active subscriptions.
  • Outbound SMS metrics in historical dashboard
    If outbound SMS is enabled, account owners and admins can view outbound SMS metrics in the historical dashboard.
  • Outbound SMS wallboard widget
    If outbound SMS is enabled, account owners and admins can add the outbound SMS widget to a real-time analytics wallboard to view outbound SMS metrics.
  • Enhancements to outbound call monitor widget
    Account owners and admins can add the outbound call monitor widget to a real-time analytics wallboard. In addition, the outbound call monitor widget also appears in the historical dashboard.
  • Omnichannel overview tab in real-time analytics dashboard
    Account owners and admins can view the Overview tab in the real-time analytics dashboard to view metrics across all channels such as ready & occupied agents by channel and waiting duration, and handling duration for each channel. This overview gives an executive summary enabling users to identify which channels to focus their attention on.
  • User access, privilege, and entitlement reports
    Account owners and admins can view and track access and features that are enabled for contact center users in the account. For example, they can view users with call recording enabled or users with access to inboxes.
  • Flow information in historical dashboards
    Account owners and admins can view the flow name, flow version, flow duration, and flow exit widget information when viewing the historical dashboard. This allows admins and supervisors to better understand agent performance for engagements that are assigned directly to agents without going through a queue. The flow exit widget data is also valuable for determining consumer behavioral patterns when abandoning flows prior to being enqueued.
  • Additional agent reports There are several new agent reports so account owners and admins can better monitor agents. New reports include:
    • Timesheet: View hours agents spend in each status
    • Agent queue log: Summary of agents’ hours worked and engagements handled by queue
  • Enhancement to historical detailed reports
    There are several enhancements to the historical detailed reports in the historical dashboard to add more filtering and sorting capabilities. Account owners and admins can:
    • Select several filters at once
    • Filter by consumer country
    • Sort by Result, Direction, and Consumer columns
  • Recording storage log
    Account owners and admins can view the storage log to see how much recording storage agents are using. They can view storage usage over time, total amount of storage used, and view user-level details to see who has high usage.

Resolved issues

• Minor bug fixes

Note: The Enhancement to HTTP and Script widgets in flow editor and Address book sync for Salesforce integration features have been pulled from release due to issues with deployment, and will be available in another upcoming release.

May 21, 2022

View the daily release page for links to related support articles

Changes to existing features

• Opt in/out of queues privilege
  The Opt in/out of queues privilege in role management is disabled by default for the Agent default role.

New and enhanced features

• Administrator features
  • Flow editor version control
    Account owners and admins can create multiple versions of flows and view previous versions of saved flows. They can also roll back to and publish a previous version of a flow.
  • Send Media widget for video channel
    Account owners and admins can add and configure the Send Media widget for video engagements to display video or image content to consumers.
  • Collect Input widget for video channel
    Account owners and admins can and configure the Collect Input widget for video engagements to prompt and collect input from consumers.
  • Retry option in HTTP widget
    Account owners and admins can configure the max attempts to retry HTTP GET requests when configuring the HTTP widget.
    
  • Enhancements to event scripts in flow editor
    Account owners and admins can define handling for various engagement events directly in the flow editor.
  • Callback for voice engagements
    Account owners and admins can enable callback for voice engagements to allow users to request a callback while in the queue. This feature must be enabled by Zoom.
  • Callback information in engagement and agent logs
    Account owners and admins can view callback information in engagement and agent logs to see what voice calls requested a call back and received one successfully. This feature must be enabled by Zoom.
  • Advanced attributes for consumer routing profiles
    Account owners and admins can use the following advanced attributes when configuring consumer routing profiles:
    • Skill
    • Entrance time into the queue
    • Address book - List of contacts
  • Enhancements to campaigns
    There are several enhancements to chat campaigns to make it easier for account owners or admins to implement web chat on a website:
    • Relevant engagement settings have been moved to campaigns.
    • More settings for campaigns to improve management like time zone, entry points, and display name.
  • Video campaigns
    Account owners and admins can create video campaigns to allow consumers to initiate a video engagement from a website. They can configure the design of the video call invitation CTA and customize where the video call invitations are presented on a website.
  • Input to skills mapping widget
    Account owners and admins can map inputs to skills for exits for the following widgets. This will enable skills-based routing using agent routing profiles.
    • Condition widget (all channels)
    • Route To widget (all channels)
    • Collect Input widget (voice channel)
  • Outbound SMS real-time reporting
    When outbound SMS is enabled, account owners and admins can view the SMS real-time analytics dashboard to see related KPIs.
  • Real-time engagement details (chat, voice, video)
    Supervisors and agents can see the real-time customer journey for engagements that pass between more than one agent or queue.
  • Enhancements to engagement log
    Account owners and admins can use the engagement log to view information on callback, SMS, and chat events. There are also UI enhancements to contain better event names and provide contextual information about events.
  • Quality of Service Dashboard for voice engagements
    Account owners and admins can view the Quality of Service Dashboard for voice engagements to see quality of service patterns and troubleshoot network and connectivity issues.
  • Agent opt-in/opt-out log
    Account owners and admins can view the agent opt-in/out log to view all opt-in and opt-out events with the associated queue and timestamps.
  • Outbound real-time call KPIs
    Account owners and admins can view the Outbound Call Monitor widget in the real-time analytics reports to view KPIs for outbound voice calls.
  • Time zone on dashboards and reports
    Filters and data in historical dashboards and reports display the associated time zone set in the account owner’s or admin’s profile settings.
  • Flow information for real-time voice analytics
    Account owners and admins can view the associated flow display name, version, flow duration, and exit widget when viewing the real-time analytics dashboard for the voice channel.
• Agent features
  • Identify associated queue for voicemail inbox
    Agents and supervisors can easily view the associated queue when viewing voicemails in their inbox. They can also sort and filter the inbox by queue name.
  • Persistent chat experience for consumers
    The end consumer chat experience has been improved so that chat engagements persist when they open the same website from a different window or chat; or they close and re-open the website.

Resolved issues

• Minor bug fixes

Notes: The Notification prompt for video engagements enhancement was pulled from release due to compatibility issues, and will be available in another upcoming release.

April 22, 2022

New and enhanced features

• General availability of Chat and SMS
  Account owners and admins can create or edit chat and SMS channel flows to determine how inbound chat and SMS messages are routed.

April 16, 2022

View the daily release page for links to related support articles

New and enhanced features

• Administrator features
  • Dial in to video engagements
    Account owners and admins can set up how a third-party person can dial in from a phone to join an active video engagement by assigning a dial-in number. Agents can invite a third-party person to the active video call by sharing the dial-in information.
  • Add video to Waiting Room
    Account owners and admins can upload a video to display to customers in the Waiting Room for video engagements.
  • Enhancements to Waiting Room notifications
    Account owners and admins can customize the Waiting Room notification that’s sent to the customer when an agent is ready to start the video call. Admins can also set the notification time limit. The customer can join the video call within the notification time limit.
  • Enhancements to user management
    Account owners and admins with contact center user management privileges can’t remove themselves from this privilege, or change their role to one that doesn't have this privilege. This is being introduced to prevent admins from accidently losing access to contact center user management.
  • Enhancements to address book
    Account owners and admins can add multiple phone numbers and emails to address book contacts.
  • Real-time analytics for video engagements
    Account owners and admins can use the real-time analytics dashboard to view real-time metrics on video engagements and view associated engagement events.
  • Enhancements to engagement log
    The engagement log has several enhancements to provide more context about voice and video events.
  • Enhancements to engagement metrics
    Engagement metrics in the real-time and historical dashboards are more accurate for voice call engagements that are routed through multiple queues.
  • Agent reports
    Account owners and admins can view information and export data for agent status changes.
  • Enhancements to time and date formats
    Times and dates are formatted depending on the user’s time and date settings in their profile. This enhancement applies to all times and dates in the Zoom Contact Center web portal and desktop client.
  • Enhancements to routing profiles logic
    There are several enhancements to routing profiles to add new routing methods and improve the experience of managing profiles:
    • Set prioritization rules for one or more specific customer group based on the following logic:
      • First In, First Out (FIFO): The earlier a customer joins the queue, the sooner they get served.
      • Top of the queue: The customers’ group jumps to the top of the queue.
      • Accumulating Priority: Customers accumulate priority as a linear function of their waiting time in the queue, at a rate that reflects their urgency or classification. Default rate is 10.
    • Prioritize specific customers based on attributes: New customer, Returning customer, and Release to queue.
    • When an agent is assigned to multiple queues with Consumer Routing Priority, priority customers will be served first. Same Priority customers will be served using FIFO.
    • If 2 customers have the same weight within the same queue at time of service, priorities based on highest priority and round robin.
    • Duplicate priorities are not allowed. Parameters will not display if they are already used in a priority.
  • Enhancements to flow editor
    When using the flow editor, account owners and admins are informed of the required dependency for the widget they are configuring. For example, they will see a tooltip to add a queue when configuring the Route To widget.
  • Enhancements to flow editor debug tool
    There are several enhancements when debugging a flow to help account owners and admins identify errors:
    • Each error has a count of when a customer has experienced that particular error, and a timestamp of the most recent occurrence of a customer experiencing the error.
    • If applicable, each error indicates the result of the customer experience from the error; for example, being disconnected from the call.
    • Each error can be linked to.

Resolved issues

• Minor bug fixes

March 19, 2022

View the daily release page for links to related support articles

New and enhanced features

• Administrator features
  • Enhancements to skills management
    Account owners and admins can better manage skills using these features:
    • Sort skill categories by display name and modified date
    • Filter skill categories by type (text or proficiency based skills)
    • Add descriptions to skill categories
    • View additional columns in the skill category list including assigned routing profile and associated skills
    • Search for a specific category or skill using the search bar
  • Enhancement to phone number management
    Account owners and admins can assign phone numbers to flows by clicking Assign to in the Phone Numbers page. Previously, numbers could only be assigned from the Flows page. Phone numbers also appear in a more readable format.
  • Enhancement to operation logs for address book changes
    Account owners and admins can use operation logs to see a record of changes to address books, units, or contacts.
  • Enhancement to engagement logs
    Account owners and admins can use the engagement log to see when agents reject an incoming voice call.
  • UI enhancements to real-time analytics
    The real-time analytics dashboard has the following UI enhancements to make it easier to identify information:
    • The View Details link has been renamed to View Events
    • When an account owner or admin clicks View Events, the Customer Journey pop-up window has been renamed to Engagement Events

Resolved issues

• Minor bug fixes

February 23, 2022

• General availability for Zoom Contact Center
  Zoom Contact Center is available in the US and Canada. Zoom Contact Center is an omnichannel contact center that's optimized for video and integrated into the same Zoom experience. Zoom Contact Center brings unified communications together with contact center capabilities. To learn more about Zoom Contact Center, please visit the Zoom Contact Center product page and support page.