• Release notes for Workspace Reservation
• Release notes for Zoom Contact Center

Release notes for Workspace Reservation

New and enhanced features

• Admin features
  • Grant admin access at the location level to manage workspaces
    At each location hierarchy level, account owners and admins can grant admin permissions. Added admins will only have access to that specific location in the hierarchy and below. This allows account owners and admins to limit admin access to specific locations to manage workspace reservations, without necessarily authorizing access to the full account.
  • Enhancements to import workspaces through CSV
    There are several enhancements to improve importing workspaces through CSV upload. In the CSV file used for importing and creating a workspace, account owners and admins can specify room capacity and the display name for a room.
    Note: The display name will default to showing on the scheduling display.
• User features
  • Enhancements to Workspace Reservation on the Zoom mobile app
    There are several features and enhancements added to the Workspace Reservation experience on the Zoom mobile app. Users can now receive desk suggestions, view workspace photos, see the capacity of rooms, and filter desks.

Resolved issues

• Minor bug fixes

Release notes for Zoom Contact Center

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