Changes to existing features
- Separate Smart Suggestions admin settings
Account owners and admins can select specific checkboxes for the Smart Suggestions account setting. They can choose if they want suggestions for desks, rooms, or days of the week to come into the office. Additionally, they can select all the checkboxes or just the options that they want. - Require authentication to delete workspace reservations from scheduling displays
When a user wants to cancel a reservation on a scheduling display, the user must be authenticated. A QR code will appear for authenticating the user. Only the user who made the reservation, or an assigned delegate of that user, can delete the reservation from the scheduling display. Previously, any user could delete reservations for a Zoom Room or reservation-only rooms on a scheduling display.
New and enhanced features
- Admin features
- Customize workspace types in account settings
Account owners and admins can customize workspace categories, allowing booking of any type of physical space in the workplace. Account owners and admins can also place these customized categories on the floor map and set how many of these spaces can be booked concurrently. Previously, workspaces could only be labeled as “desks” or “rooms.” - Allow Workspace Check-In and Check-Out without releasing workspace
Account owners and admins can enable the Workspace Check-In and Check-Out setting to allow workspace check-in while disabling the setting to release the reservation after a specified amount of time. - Control email and calendar notifications
Account owners and admins can enable or disable email notifications for workspace reservations, workspace check-in, and calendar events for their users. They can lock this setting at the account level.
- User features
- Add/invite other users to room reservation
When creating a room reservation, users can invite other participants. Users can also invite other participants to a room reservation after the reservation has been created. The reservation will show on the invitees’ upcoming reservations. Previously, users had to forward room reservation invitations to other participants.
Note: This feature applies to both Workspace Reservation-only room reservations and Zoom Room reservations.
Resolved issues
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
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.