Release notes for Zoom Contact Center

New and enhanced features

• Administrator features
  • Enhancements to global variables
    When viewing custom or global variables, account owners can view or set global variables in the flow editor using widgets or a script.
  • Engagement ID variable in flow editor
    Account owners and admins can reference a specific engagement using the associated engagement ID in the flow editor.
  • Enhancement to HTTP and Script widgets in flow editor
    Keys, secrets, and other credentials are hidden by default in HTTP and Script widgets. Account owners and admins can also define global variables for these credentials so they’re not visible if a value is assigned to them.
  • Set consumer language using flow editor
    Account owners and admins can use the flow editor to set the consumer language based on the following factors: the phone number they dialed into, the result of a Collect Input widget, or the result of the Condition widget. The engagement language is written to a global system variable.
  • Variable-based queue selection
    Account owners and admins can set up logic in the flow editor to write to a variable, then use this variable in the Route To widget to route to a specific queue. This allows account owners and admins to route to different queues by only using one Route To widget.
  • Address book variables
    Account owners and admins can set up address book variables, then link the attribute to address books so that all members of that address book have that attribute displayed in their address book details. You can also use these variables as consumer routing profile attributes to prioritize consumer with certain variable values. For example: VIP attribute with String values of Gold, Silver, or Bronze; or Boolean values of Yes or No. 
  • Supported widgets for video channel
    The video channel supports these widgets: Condition, HTTP, Script, Set Variable. These widgets function the same as in the voice channel.
  • Increased maximum of audio prompts
    The Send Media and Collect Input widgets can contain a maximum of 10 audio prompts for the voice channel. Previously, this was limited to 5 and 1, respectively.
  • Customize Waiting Room using asset library
    Account owners and admins can use media from the asset library to customize the Waiting Room experience for video engagements.
  • Internal calling between Zoom Phone to Zoom Contact Center
    Calls from Zoom Phone to Zoom Contact Center route directly to one another for best call quality and will not incur charges as an outbound Zoom Phone call. Note: PSTN calls forwarded or transferred from Zoom Phone to Zoom Contact Center may continue to incur charges as an inbound Zoom Contact Center call. This can be useful for use cases where calls are routed from a Zoom Phone auto receptionist or user to a Zoom Contact Center flow. Agents can also transfer a contact center voice call to a Zoom Phone user by entering their extension number.
  • Error notification for SMS or chat messages that exceed limit
    Agents will see an error notification if their SMS or chat message exceeds the limit and won’t be able to send the message. The limits are 500 characters for SMS and 2,005 characters for chat.
  • Allow agents upgrade to video call
    Account owners and admins can enable or disable an agent's ability to upgrade an active chat engagement to video engagement.
  • Enhancements to queue callback
    Account owners and admins can enable a setting to allow consumers to add an extension number when requesting a callback during a voice engagement.
  • Allow agents to pause/resume automatic voice call recording (Beta)
    Account owners and admins can allow agents of call queues that are subject to automatic voice call recording to pause and resume the recording. This feature must be enabled by Zoom.
  • Customize welcome screen for chat engagements
    Account owners and admins can enable and customize a welcome screen that’s displayed before consumers enter a chat engagement with an agent. Account owners and admins can customize the text and images displayed and the pre-chat survey to collect necessary information from consumers.
  • Set agent display name
    Account owners and admins can choose if agents’ full name or display name is shown to consumers. If they choose to show agents’ contact center display names or show agents full name. The default display name is the agent’s first name. The contact center display name is separate from users’ profile display name.
  • Customize agent profile image
    Account owners and admins can customize agents’ profile image. They can choose to copy over agents’ current Zoom profile image or add a new image. The default agent profile image is each agent’s initials. The contact center profile image is separate from users’ Zoom profile image.
  • Occupied sub-statuses for agents and supervisors
    Account owners and admins can view agents’ occupied sub-statuses including holding, dialing, and wrapping up. These sub-statuses are for reporting purposes only and are exclusively available in agent reports. Agents and supervisors cannot view their occupied sub-status in the Zoom desktop client.
  • Metered SMS log
    Account owners and admins can view a log of unmetered and metered SMS messages so they can verify SMS usage charges.
  • Queue alert notifications
    Account owners and admins can enable notifications to warn them of queue KPIs approaching or reaching unacceptable levels. They can set KPI threshold triggers and receive emails or Zoom Chat notifications when thresholds are exceeded.
  • Variables log
    Account owners and admins can view a log of variables with their associated value, engagement ID, flow, widget, and timestamp so they can track changes in custom and global variables. Variables must have the Store data for reporting setting enabled to be captured in the variable log.
  • Omnichannel overview tab in historical analytics dashboard
    Account owners and admins can view the Overview tab in the historical analytics dashboard, in addition to the real-time analytics dashboard, to see omni-channel metrics.
  • Waterfall chart in real-time analytics dashboard
    Account owners and admins can access the waterfall chart to see how many voice engagements are in the various statuses from the beginning to the end of a recent time period.

Resolved issues

• Minor bug fixes

Note: The Share file in chat web setting have been pulled from release due to issues with deployment, and will be available in another upcoming release. Agents and consumers are able to share files in a chat engagement but this feature can't be enabled or disabled.