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.

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Current Release

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.

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Previous Releases

Note: The information in the past release notes may have been superseded by subsequent release notes.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

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.