Upcoming Release
Details about upcoming releases will be posted as they become available.
Current Release
July 21, 2024
New and enhanced features
- Admin features
- Messaging channel support for Zoom Workforce Management
Zoom Workforce Management now supports the unified messaging channel that combines chat and SMS used by Zoom Contact Center. Users can create queues and service groups for the messaging channel. They can also import historical messaging data for forecasting and reporting purposes. This enables Contact Centers to optimize their workforce and provide a smooth experience across multiple channels. - Meeting scheduler bulk actions for dynamic and fixed meeting scheduling
Workforce Management admins and supervisors can utilize fixed meeting scheduling to select a group of agents and assign them to a meeting at a predetermined time. Additionally, they have the capability to leverage dynamic meeting scheduling, which analyzes a day range of requirements and determines the optimal times to schedule activities within the scheduling groups. This allows for efficient scheduling and resource allocation. - Notifications for workforce management events
Users will receive in-app notifications within the Activity Center for various workforce management events. Admins and supervisors are notified when forecast and schedule generations complete, and when agent vacation requests or schedule change requests require action. Agents are notified about upcoming schedule changes, new schedule generations, changes to existing schedules, vacation request status updates, and the status of self-initiated schedule change requests. This helps users stay up-to-date on critical workforce management activities without needing to constantly monitor the application. - New agent portal in Workforce Management
Workforce Management admins and supervisors can access a new agent portal within Zoom Workforce Management, where they can view and manage all agents and their corresponding details. They can see a grid listing of agents with their scheduling group, shift template, and other relevant information. Supervisors and admins can filter and search for agents, and click into each agent's profile to view their contact information, notification preferences, and personal calendar with their work schedule. The agent portal allows for easy management and oversight of agents' availability and assignments. - Activity notes for Zoom Workforce Management schedule
When creating activities and assigning them to agents' schedules; supervisors and admins can now include notes. These notes are accessible by clicking on the activity in the schedules view, with an indicator showing the presence of a note. Notes can include Zoom meeting links or other relevant information. Agents can also view notes for activities on their individual schedules. This enhancement improves transparency and provides additional context for scheduled activities.
- Agent and consumer features
- Reforecast single day using intraday data
Users can reforecast a single day using intraday data. To show what will happen if the current day trend continues. Users can set the level of threshold to be alerted. The updated staffing data is displayed, allowing users to accept the reforecast and apply it to the schedule. - Adherence reporting by activity
Users can generate adherence reports based on specific activity codes or combinations of codes for agents, agent groups, or scheduling groups over a chosen time range. The reports display the total time agents were adherent or non-adherent for their scheduled activities. Users can also view adherence for on-time sign-on and sign-off compared to scheduled shift start and end times. This area of focus is not available for all WFM companies. Additionally, users have the option to export adherence report data to CSV for further analysis. These enhancements enable better visibility into adherence trends and areas for improvement. - Frequently used activities
Users can view the first ten most frequently used activities over the past 20 days on the schedules page for easy drag and drop. This feature is dynamically presented based on the individual user's most frequently used activities. For new users, activities will be ordered alphabetically. This allows users to quickly access their most commonly used activities when scheduling.
Previous Releases
June 16, 2024
New and enhanced features
- Admin features
- Sign-in redirection for Zoom Workforce Management
Workforce Management admins and supervisors are automatically redirected to the sign-in page if they attempt to access a WFM-specific URL without being logged in. Upon successful sign-in, they are taken directly to the intended page within WFM. Additionally, when their session expires, they are redirected to the sign-in page and then back to their previous location in WFM after signing in again. This saves the effort of manually navigating to the sign-in page. - Agent portal for Zoom Workforce Management
Workforce Management admins and supervisors can view a listing of all agents working in Zoom Workforce Management, along with their details such as supervisor group, shift template assigned, vacation data, and adherence score. They can click into each agent to see their contact information from their Zoom profile, notification email and SMS contact details, and personal calendar with their work schedule. They can also filter agents by supervisor group or shift template name, and search for agents by name. This provides a central location to manage and view agent details within Zoom Workforce Management.
May 19, 2024
New and enhanced features
- Admin features
- Ability to revert schedules to previous versions with audit trail
Workforce Management admins and supervisors can revert back to a previous version of a schedule. The reverted schedule becomes the next entry on the audit trail, systematically mirroring the selected previous version. For example, if there are 5 entries from schedule creation to the current version, and the user selects to revert to the third entry, the sixth entry becomes the current version, reflecting the third entry. This feature allows admins to easily undo changes and restore previous schedule states, providing greater control and flexibility in managing schedules. - Bulk scheduling of fixed meetings for agent groups
Workforce Management admins and supervisors can bulk schedule fixed meetings for a selected group of agents at a specified date, time, and duration. The meetings are added to the agents' schedules regardless of existing activities, with options to handle conflicts such as scheduling over conflicts or skipping conflicted agents. A warning is provided for agents with scheduling conflicts, and recommendations for alternative times can be generated. This feature streamlines the scheduling of training sessions or other fixed events for agent groups. - Enhancements to schedule reporting
The schedule reporting has been improved, allowing users to export data for sharing or saving for further analysis. This enhancement enables more efficient collaboration and thorough examination of work schedules, leading to better resource management and planning. - Support for EU local deployments
Zoom has added support for EU local deployments for Workforce Management.
- Agent and consumer features
- Ability to view peer schedules to facilitate shift trades
Agents can view the schedules of peers in their same schedule group. This read-only view shows current published schedules without notes or audit trails. Admins control access to this feature. By enabling this feature, agents can find suitable shift trade partners more quickly.
April 13, 2024
New and enhanced features
- Admin features
- Schedule reporting for tracking agent activities
Schedule reporting is provided to summarize scheduled activities across agents. Supervisors can generate reports for any past or future date range and filter by individual or multiple agents, and activity types. The report visualization shows scheduled time per activity per day, allowing users to analyze trends. 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.
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.