Upcoming Release
Details about upcoming releases will be posted as they become available.
Current Release
April 13, 2024
New and enhanced features
- Admin features
- Schedule reporting for tracking agent activities
Enhanced schedule reporting is provided to track scheduled activities across agents. Supervisors can generate reports for any past or future date range and filter by individual or multiple agents, skill groups, and activity types. The report visualization shows scheduled time per activity per day, allowing users to analyze trends. Supervisors can export the data to share or save for additional analysis. The detailed reporting enables users to closely monitor scheduled activities to ensure proper staffing and service levels. - Delegated admin support
The delegated admins allow customers to authorize specific users outside their account, like MSPs or channel partners, to access and configure their Zoom Workforce Management instance. Furthermore, delegated admins can perform Zoom Workforce Management administration tasks like managing shifts, scheduling groups, schedules, and time off requests. This enables customers to outsource Zoom Workforce Management management and enables channel partners to offer managed Zoom Workforce Management services. - Comprehensive audit trail for agent schedule changes
Admins and supervisors can easily track all modifications made to an agent's schedule for a given day. The new schedule history view shows a timestamped log of every change, beginning with the initial schedule creation. It identifies the user who made each update, so admins and supervisors can understand exactly how the schedule changed. This feature provides much-needed transparency and accountability around schedule changes. - Agent-initiated schedule change requests
Agents have the ability to initiate schedule changes. Agents can submit requests to modify their existing published schedules, such as requesting a break be moved or removed from their schedule completely. Supervisors can then approve or deny these schedule change requests. Admins have the ability to configure which activities are eligible for agent schedule change requests. This allows greater flexibility for agents to manage their schedules while still maintaining oversight through the approval process.
Previous Releases
February 24, 2024
New and enhanced features
- Admin features
- Agent-initiated schedule change requests
Agents can submit requests to add activities in their published schedules. Supervisors can approve or deny requests. Admins can enable or disable the feature and control which types of changes are allowed at the activity code level. For example, allowing adds and moves but not deletes. The benefit is increased schedule flexibility for agents while still allowing oversight by supervisors. - Forecasting for email channel
Account supervisors and admins can now create forecasts for email in addition to voice, messaging, and video. This allows admins to forecast for all Zoom Contact Center channels. This is limited to imported History for forecasting. - Enhancement to shift editor
Users can copy a shift template day and paste it in multiple days instead of having to manually copy every time.
January 13, 2024
New and enhanced features
- Admin features
- Configure notifications across SMS, email and other channels
Account owners and admins can configure notifications to be sent via email for different workforce events like an agent schedule change. Previously, notifications were limited to in-app. For example, admins can set a notification to be sent via email to an agent that their vacation was approved. This ensures users get notified even when not actively using the Zoom desktop client. - Enhanced control of forecasting data
Account owners and admins can adjust forecast data. They can modify intervals within a forecast at the service group level, and change the volume for a date range to account for anomalies without distorting peak times. These editing capabilities provide more accuracy in forecasting prior to generating staff recommendations. - Enhanced search and sorting for forecasting
Account owners and admins can sort forecasts and schedules by start date to quickly locate specific items. Additionally, sorting by newest start dates will list the most recent forecasts and schedules first.
December 16, 2023
New and enhanced features
- Admin features
- Searchable drop-downs
The drop-down components throughout the Workforce Management web portal have search functionality. Users can start typing to filter the dropdown options. This makes it easier to find the desired option, especially for drop-downs with many items. The search also works for nested options in multi-level drop-downs. - Enhancements to filtering scheduled agents
Routing and tracking schedule management screen now has a quick filter for scheduled agents. Account owners and admins can use this filter to quickly find scheduled agents by name or extension. This makes it easier to manage schedules for a large number of agents. - Optimized scheduling
Account owners and admins can set up flexible start, lunch, and break times to accommodate employee needs. They can configure a two-hour flex period for starts, lunches, and breaks. This provides more flexibility in scheduling by selecting a forecast they can schedule to their requirements, or without a forecast spread out breaks and lunches with employees on the same shift to avoid stacking of breaks and lunches.
November 18, 2023
New and enhanced features
- Admin features
- Agent vacation request
Agents viewing their schedules on the Zoom web portal can request time off. Admins and supervisors can approve or decline these vacation requests. If a request is approved, the agent's schedule will be updated with the approved vacation request. - Enhancements to historical queue data
Account owners and admins can import a CSV up to 10MB in size. Previously, this was limited to 2MB. They can import third-party historical queue interval data to be used in forecasting and reporting. - Multi-channel support for forecasting
Workforce management's forecasting feature supports multiple channels (voice, messaging, video). This allows account owners and admins to create forecasts for these channels and allocate resources. Previously, only the voice channel was supported.
September 16, 2023
Changes to existing features
- Change week picker to day picker
The week picker on the Schedules page has been change to a day picker, so admins can select a specific day on the calendar and jump to that day on the schedule.
New and enhanced features
- Admin features
- Enhancements to Schedules page
There are several enhancements to the Schedules page to improve the admin experience:
- By default, the schedule defaults to the current day.
- All agents in the scheduling group are listed, regardless of whether a schedule has been generated for them.
- Admins can use arrow keys to scroll left and right.
- Account-level timezone
Account owners and admins can set a global default timezone to standardize reporting and determine the timezone for scheduling when a user's timezone has not been set. - Import historical queue data
Account owners and admins can import a CSV containing third-party historical queue interval data to be used in forecasting and reporting.
August 19, 2023
New and enhanced features
- Admin features
- Enhanced schedule page experience
To improve the schedule page UI, critical elements like net staffing, interval identifiers, filters, and search remain fixed at the top when scrolling. This enhancement addresses the issue of losing visibility and interaction with key components when scrolling down on the schedules page. - Time and date preferences
Account owners and admins can choose their preferred time and date formats. - Enhanced Timezone configuration
Account owners and admins can set a default global timezone for standardized reporting and scheduling. This solves the challenge of inconsistent report data and UTC-based scheduling. - Default shift activity
Account owners and admins can easily edit default shift activities and edit the activity's length, and move or delete it. This provides greater flexibility over agent scheduling. - View historical scheduling group interval data in forecasting
Account owners and admins can easily visualize interval-based historical data metrics used for forecasting in day-to-month granularity, and customizable date ranges.