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

Release notes for Workspace Reservation

New and enhanced features

• General features
  • Workspace email confirmation and reminders
    Admins and users can enable or disable workspace email and reminder notifications. When enabled, users can receive emails:
    • When a new reservation is created
    • When a user has an upcoming reservation within 24 hours
    • When an existing reservation is canceled
    • When an existing reservation is updated (location/date/time)
  • Enhancements to desk recommendation
    There are several enhancements to improve the experience of desk recommendations for users. Users can select a timeframe and select if they want to use the available desk recommendations.
• Admin features
  • Import a CSV file of workspaces
    Account owners and admins can now upload workspaces in batches by importing a CSV file (up to 1,000 in one file). Previously, account owners and admins had to individually create workspaces; admins now have either option.
  • Include photos of workspaces
    Account owners and admins can upload a photo of a workspace and include it with the workspace information for users to view.
  • Add workspace capacity
    Account owners and admins can add or edit a workspace’s capacity on the Zoom web portal. This will be visible to users to see and filter when looking for a workspace to reserve.
  • Show reserved user’s name and department when clicking on a workspace
    Account owners and admins can allow users to see the reserved user’s name and department when users click a reserved workspace. The user’s name will also appear when you hover over the workspace.
  • Search for workspaces
    Account owners and admins can search for workspaces by workspace name in the Workspace Management section of the Zoom web portal.
  • Export workspace information
    Account owners and admins can export and download a file with information of all the workspaces on their Workspace Reservation account.
  • Enhancements to the Dashboard User & Workspace report
    There are several enhancements to improve the usefulness and clarity of Workspace Reservation reports from the Zoom Dashboard. The User & Workspace report now includes columns for Workspace Name, Check In/Check Out Time (of a reservation), and User Department; the Usage column has been removed from this report. Additionally, the Workspace Daily report now includes columns for Workspace Type (Room/Desk) and includes room data; this report can now be downloaded from Workspace Reservation Rate.
  • Ability to move a workspace within the location hierarchy
    Account owners and admins can transfer a workspace to a different floor on the location hierarchy in Workspace Reservation by assigning it to a different location. Previously, workspaces had to be deleted and recreated on a different floor.
• User features
  • Display when frequent collaborators are in the office
    When selecting a date for a workspace reservation, users can view when colleagues, who they frequently collaborate with, are in the office. Users can add their frequent collaborators to a list. Additionally, when users select a date, a list of their starred contacts who will be in the office will appear. This helps users choose when to come into the office, based on the schedules of their colleagues.
  • View and filter workspace capacity
    When booking a workspace, users can view the capacity of that workspace. Users can also filter workspaces by capacity and the number of seats available.
  • View a user’s name on a floor map
    When a user hovers their mouse over a reserved desk, they can view the contact card of the user who reserved that desk. When a user clicks the workspace, they will see the user’s name and department. This feature must be enabled by the account admin.
• Developer features
  • Workspace APIs
    Note: Starting January 24, 2021, API release notes only appear on the Zoom Marketplace website.
    New Workspace Reservation APIs are available for developers in the [Zoom Developer Program]. With these APIs, developers can use these to check in and out of reservations. The following API is available:
    • Check in/Check out API: Set up check in/check out for reservations

Resolved issues

• Minor bug fixes
• Resolved an issue where reservations with no check-ins for reservation-only rooms and desks were not released if the setting was enabled.

Release notes for Zoom Contact Center

New and enhanced features

• Administrator features
  • New script engine
    Zoom Contact Center is rolling out a new script engine which will introduce a new syntax. Existing scripts will not be impacted. However, any new script widgets must follow the new syntax. Refer the Script widget article for more information
  • Overflow to another flow
    Account owners and admins can change queue settings so that when overflow is applied, the engagement overflows to another flow. This enhancement applies to voice, web chat, and in-app chat channels.
  • Enhancement to longest idle call distribution
    Account owners and admins can specify the call distribution algorithm for the longest idle distribution method for voice and video queues. They can select longest idle time since agents’ last ring, or longest idle time for agents since their status changed from Not Ready.
  • Variable-based routing for outbound calling
    If account owners or admins customized a Route To widget to route to an outbound call, they can specify a variable as the target number.
  • Queue data in flow editor
    Account owners and admins can access different types of queue data to use for flow routing. For example, the number of agents, max wait time, or number of current engagements.
  • Add interrupt messages for media while connecting
    Account owners and admins can add multiple messages that interrupt the audio set as the Media while connecting. This can be used to notify consumers that their call is still being routed to an agent.
  • Control file sharing in chat engagements
    Account owners and admins can enable or disable agents’ ability to share files in active web or in-app chat engagements.
  • Kiosk integration for video engagements
    Consumers can initiate video engagements from the Zoom Kiosk devices and speak with agents/virtual receptionists. This feature is supported on Windows Touch Zoom Rooms, iPad Zoom Rooms, and Neat Touch Appliances.
  • Multi-channel campaigns
    Account owners and admins can create campaigns that allow them to configure multiple channels (web chat, video, voice, and SMS). When consumers click a multi-channel campaign, they can select which channel they want to connect to.
  • Launching a URL during inbound calls 
    Admins can change user settings to automatically launch a URL when they receive a voice call. They can also insert parameters to pass details about the consumer. This feature must be enabled by Zoom.
  • Control agent transfer options
    Account owners and admins can control which queues, contact center users, or flows that agents can transfer engagements to.
  • General availability of automatic and ad hoc voice call recording
    Account owners and admins can control automatic and ad hoc recording at the account or queue level. They can also playback recordings using the engagement log in the web portal or Closed engagements tab in the desktop client. If enabling automatic recording, they can set whether to automatically record inbound, outbound, or both inbound/outbound calls. Admins can also enable the audio prompt to collect consumers’ consent to being recorded.
  • Recording privileges
    Account owners and admins can use role management to customize the recording privileges of users such as access, play, download, and delete recordings. They can also view a list of users with their recording privileges at the account or queue levels.
  • Stereo audio for voice recordings
    Account owners and admins can change if voice recordings are recorded in stereo or mono. Stereo audio recording is enabled by default.
  • Agent charts and tables for Wallboard
    Account owners and admins can add agent charts and tables to the analytics Wallboard to better track metrics like agent status and capacity.
  • New metrics for real-time analytics
    The following voice metrics have been added to the real-time analytics dashboard for active calls: longest wait duration, longest hold duration, and longest talk duration..
  • Enhancement to abandoned engagement metrics
    Short and long abandoned metrics are calculated based on the length of time the engagement spends in the queue, ignoring any duration in the flow. This results in a more accurate Service Level metric.
  • Wallboard Digital Signage integration
    Account owners and admins can display contact center analytics Wallboards on Zoom Room Digital Signage.
  • Activity reporting by interval (video, chat, and SMS)
    The Queue Interval Report is available for video, chat, and SMS channels. Account owners and admins can use this report to summarize activity reporting and specify results by time intervals. The report sorts the results into a tabular format and can be exported as a CSV file.
  • Enhancements to channel reporting structure
    Analytics and reports for web chat, in-app chat, and SMS have been consolidated to the Messaging tab to better organize similar channels.
  • Change real-time reporting trailing period
    Account owners and admins can specify the trailing time period for calculating metrics in the real-time analytics dashboard.
  • Separate settings for opt-out and Not Ready status reasons
    Account owners and admins can enable or disable queue opt-out reason codes separately from Not Ready status reason codes. Previously, these were combined in a single setting, requiring both to be enabled or disabled at the same time.
  • Enhancements to dispositions
    If account owners or admins don’t add any dispositions to a queue, agents will not see the dispositions option in the desktop client. Additionally, account owners and admins can set any added disposition as the default disposition, including those added in disposition sets.
  • Enhancements to tables
    Tables in the Zoom web portal have been improved with more consistent drop-downs, sorting, search field sizing, and filters.
  • Enhancement to phone numbers search
    The search feature on the phone numbers page will return relevant matches regardless of the phone number format used in the search field.
  • Set default status after missed engagement
    Account owners and admins can set a default status when an agent misses an engagement. This feature requires client version 5.12.0 or higher.
  • Enhancements to voice call metering
    There are enhancements to voice call metering to reduce the amount of double charging for calls originating from Zoom Phone or Zoom Contact Center then transferred to another internal user.

Resolved issues

• Minor bug fixes

Note: The Flow widget support for mobile and in-app video engagements and Hide personal data
features have been pulled from the release. They will be available in another upcoming release.