Release notes for October 22, 2022

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

Release notes for Workspace Reservation

Resolved issues

• Minor bug fixes
• Security enhancements

The Workspace APIs feature was pulled from the release due to issues with deployment, and will be available in another upcoming release.

Release notes for Zoom Events

Changes to existing features

• Support for Public Switched Telephone Network (PSTN) and Session Initiation Protocol (SIP) in Zoom Events
  Zoom Events now supports PSTN and SIP so that more users can join events from their devices. All events will support PSTN and SIP by default, depending on the license and account setting. When creating events, hosts can disable PSTN and/or SIP. There are 4 possible ways to use PSTN and SIP to join a Zoom Event:
  • Toll dial-in (free to use for all paid Zoom Meetings accounts)
  • Premium toll dial-in
  • Toll-free dial-in
  • Call me
• Join event without a Zoom account
  A Zoom account is no longer needed to join a Zoom Event. Guest users can register and join Zoom Events without the need to create a Zoom account.
  Note: Guest users will not have full parity (e.g., chat and networking are currently not included) with Zoom account users.
• Users without a Zoom account can submit reports to Zoom Trust and Safety
  Users who join a Zoom Event without a Zoom account (guest users) can submit reports to the Trust and Safety team to remove offensive content. Guest users will receive the Trust and Safety form in their personal email, and they can confirm their reports in their personal email.
• Country/Region column removed from Registration table
  The Country/Region column has been removed from the Registrant table displayed in the Registration tab under the Manage section.
• Expiring the summit event type
  After October 25, 2022, hosts will not be able to start existing summit events that are set for a future date.

New and enhanced features

• General features
  • Reduced footer section size
    The size of the footer section of the Zoom Events platform has been reduced to make room for a company’s branding style-elements and colors to be visible.
  • Enhancements to the event moderator roles and permissions
    Each event moderator now has the ability to enable an additional Event alternative host permission that allows them to have alternative host control for the entire event on top of the default chat moderator permission.
• Host features
  • Set reminders to prompt users to join event
    Hosts can enable reminders to prompt attendees—when they are signed into Zoom Events—of their upcoming event. The reminders allow attendees to click the Join button to immediately join their event. Reminders can be sent to:
    • Roles that can start a session (hosts and alternative hosts)
    • Roles that cannot start a session (attendees, speakers, and interpreters)
  • Host and moderator can remove videos
    Hosts and moderators can report and remove any video that they deem inappropriate, without Trust and Safety having to take action. They can also report videos to Zoom. When a video is reported to Zoom, the reporter will receive a confirmation email.
• Event setup features
  • Visible color palette in rich-text editors
    The color palette is now visible to make selecting colors easy wherever rich-text editors are available.
  • In-product messaging announcing new and updated features
    Messages are delivered to event organizers within the product, announcing new and updated features and helping them to stay up-to-date with product changes.
  • Emails tab in the event creation flow
    A new Emails tab has been added under the Manage section when creating an event. From the Emails tab, hosts will be able to see the content of various event-related emails and the registrants who have received those emails, in addition to resending and testing event-related emails.
  • Enhancements to expo non-spatial view
    There are several enhancements to provide a non-spatial view booth customization experience equivalent to the spatial view booth customization. Expo’s non-spatial view now includes customization and configuration options; customized elements apply automatically to the non-spatial view. Customizations or configurations that do not apply to both views (spatial/non-spatial) are clearly called out to hosts. Previously, the non-spatial view had limited configuration options and most customization options only applied to the spatial view.
• Attendee features
  
  • Report and remove videos
    Attendees can report any video that they deem inappropriate with the same standard Trust and Safety reporting flow for session recordings. They can report videos to Zoom and the event organizer.
• Speaker features
  • Add individual sessions to speaker’s calendar
    The calendar invitations speakers receive will be for the specific session(s) in the events they are assigned to speak at, reducing scheduling confusion and opening up calendar space. Previously, the calendar invitations would block off the entire duration of the event, regardless of how many sessions the speaker was invited to.
  • Improved visibility if event is a meeting or webinar
    The event type—meeting or webinar—is made more visible in the emails, ticket, event lobby, and in the speaker portal to help the speaker better prepare for their session.
  • Control speaker visibility at the event level
    When Hide this Speaker is selected in the Speakers tab, speakers are hidden at the event level and from the event speaker list (from every single session they are added to). Previously, when Hide this Speaker was selected at the session level, speakers would only be hidden from the session list but remain visible in the event speaker list.
• Sponsor features
  • Sponsor representatives listed by order of addition
    Sponsor representatives appear in the order that the hosts added them—when creating the event—when viewing the sponsor representatives list in the event creation flow and the Sponsors tab on the event details page. Previously, the sponsor representatives were not listed in any specific order.
• Chat features
  • Special roles can upload files in public chat
    Speakers (panelist/speaker) and sponsors (sponsor/sponsor representative) can upload files to public chats to share information with attendees. Previously, special roles could not upload files to Zoom Event public (lobby) chat.
• Networking features
  • Schedule video meetings in 1:1 chat
    Users can schedule 30-minute video meetings from the profile cards of users they are connected with, and the chat toolbar during a 1:1 chat with users they are connected with.
  • Initiate 1:1 video calls and chats from connection’s Profile Card
    Users can initiate calls and chats from their connections’ profile cards and 1:1 chats.
  • Differentiate users with special roles in profile cards
    Special role users’ profile cards will display a badge on their profile cards to indicate their special role. The profile card badge automatically works for users based on their ticket type. Only one badge at a time will be displayed, based on the highest priority role. This feature applies to hosts, moderators, speakers, sponsors, exhibitors, and interpreters.
• Analytics features
  • Improvements to visualization of analytics
    Improvements to make it easier to visualize data in each tab under the Analytics section have been made. There are several enhancements to the data visualization and information architecture of charts and tables for Registration & Ticketing, Expo, and Sponsors.
  • Add poll data to the Survey & Polls charts and tables
    In the Survey & Polls tab, summary polling metrics and a new polls table are added. Hosts can now see the average polls response rate across all the polls of the event. The polls table includes poll name/question, session name (which session conducted a poll), poll response rate per poll, and poll results. Hosts can export this aggregated polling data in a CSV report. Additionally, in the analytics Sessions tab, the Event Sessions table now includes average poll response rate per session and ability to download all polls results of the session.
  • Added attendee duration at booth metric
    The amount of time an attendee stays at an expo booth is now included as a metric. The duration is based on when the attendee clicks the Join button to join a booth and when the attendee clicks on the Leave button to leave a booth.
  • Improved data refresh rate of CSV download files
    The refresh rate of CSV download files has been reduced from several hours to several minutes to provide more real-time data.
  • Report file download indicator
    The Zoom Events platform now indicates that a report download is already in progress. This feature introduces a download indicator, which is shown once a report is selected, so users will know that the reports are being prepared. Upon file selection, the download indicator is displayed. This indicator is dismissed once the file is downloaded.
• Hub features
  • Content Library available for all Zoom Events platform uploads
    The host and co-editors with granted permissions to the content library can use the content library across the entire Zoom Events platform. The content library and image crop tool will appear when the host or co-editors upload images or video in Zoom Events. The original image will be saved in the content library, allowing the user to re-crop original image as desired and will eliminate the need to upload images twice to re-crop them. This creates a unified experience across Zoom Events. Previously, the content library was not available across the entire Zoom Event platform.
  • Enhancements to the Content Library crop tool
    When users upload a new photo to the content library, the crop tool will immediately launch to ensure that the photo fits the correct image dimensions; the original image will be saved to the content library, but the cropped image will save only to where it’s being uploaded. Hosts can use the same image from the content library in any of the different upload image options across the Zoom Events platform.
  • Update to event and recording list verbiage
    The Listed column in the Event Listings and Recordings tabs has been renamed to the List on Hub column.
• Ticketing features
  • Option to send calendar reminder without ICS file
    Hosts can control if registrants’ Zoom Events ticket confirmation email will include the ICS file—that registrants use to add the event to their personal calendar—as an attachment. Hosts can enable or disable this feature in Advanced Options.
  • Updates to marketing opt-in/opt-out verbiage
    The marketing verbiage has been updated so that hosts can ask external registrants to opt in or opt out of marketing communications upon registration. Hosts can also choose to omit asking external registrants if they want to opt in or opt out of marketing communications.
• Integration features
  • Pardot enhancements
    There are several enhancements to the Pardot integration:
    • Sync attendance data to a Pardot list
    • Map Zoom Events fields to Pardot
    • Capture valuable data from Zoom Events forms and send to Pardot contact fields
  • General availability for Marketo
    Event organizers can automatically create Marketo programs mapped to their Zoom Event and sessions. They can also send registrants and attendance status to Marketo.

Resolved issues

• Minor bug fixes
• Resolved an issue where the expo floor would receive errors when the dates/times were changed by the event organizer.

Release notes for Zoom Contact Center

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.