Release notes for Zoom Contact Center

New and enhanced features

• Administrator features
  • Callback for video engagements
    Account owners and admins can enable consumers to request a callback while waiting in the queue for a video engagement (Waiting Room). Admins can also define when the callback notification will be presented to consumers and when the callback rejoin link expires. This feature must be enabled by Zoom.
  • Automatic and ad hoc voice call recording (Beta)
    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. This feature must be enabled by Zoom.
    
  • Configurable Communications Content storage location
    Account owners and admins can configure different Communications Content storage locations for the following contact center data: voicemails and call recordings.
  • Global engagement variables
    Account owners and admins can create global variables to pass data between flows. They can use the following data types for variables: String, Number, Boolean, Date/Time, Currency, Percent, Email, URL, Phone.
  • Queue metrics in flow editor
    Account owners and admins can use queue metrics in the flow editor to define widgets in the flow editor. Available queue metrics include available agents, calls in queue, and estimated wait time.
  • Enable estimated wait time in video Waiting Room
    Account owners and admins can display the estimated wait time for consumers in the Waiting Room for video engagements. The estimated wait time is based on several factors including the average handling time.
  • Enhancements to Send Media widget for video channel
    Account owners and admins can add audio or PDF files to the Send Media widget to display these to consumers during video engagements.
  • Enhancements to Collect Input widget for video channel
    Account owners and admins can select the Quick reply option in the Collect Input widget for video engagements to prompt and collect input from consumers. They can also add audio or PDF files to display these to consumers during video engagements.
  • Audio for script delays in flow editor
    When there is a delay in handling flow widgets for voice engagements, consumers will hear audio that will play on a loop until the widget is processed, similar to the music consumers hear when put on hold. Account owners and admins can play the default audio.
  • Multilingual audio prompts in assets library
    Account owners and admins can create multilingual assets that can contain audio files for each language that their contact center needs to support.
  • Allow associated domains in contact center
    Account owners can easily add the account’s verified associated domains to Zoom Contact Center to easily approve domains and all relevant sub domains for use in Zoom Contact Center. For example, if zoom.us is an approved associated domain, they can add zoom.us or engage.zoom.us to Zoom Contact Center. Previously, account owners and admins had to contact Zoom to add domains.
  • Enhancements to opt in/out settings
    There are several UI enhancements to the opt in/out and opt out reasons to make it easier for account owners and admins to set up opt in/out and customize reasons.
  • Set country/region for agents
    Account owners and admins can set a country/region for agents so that phone numbers are formatted based on the selected country/region.
  • Set wrap-up expiration time for video and voice engagements
    Account owners and admins can set a specific wrap-up time limit and default disposition. When the expiration time is exceeded, agents’ status will automatically change from Occupied to Ready, and the default disposition will be automatically set.
  • Enhancements to report subscriptions
    Account owners and admins can subscribe to reports for all channels (voice, video, chat, and SMS). Also, agent reports have been added including a timesheet report. There are also several UI improvements to make subscriptions easier to access including a Subscription Center that provides visibility into active subscriptions.
  • Outbound SMS metrics in historical dashboard
    If outbound SMS is enabled, account owners and admins can view outbound SMS metrics in the historical dashboard.
  • Outbound SMS wallboard widget
    If outbound SMS is enabled, account owners and admins can add the outbound SMS widget to a real-time analytics wallboard to view outbound SMS metrics.
  • Enhancements to outbound call monitor widget
    Account owners and admins can add the outbound call monitor widget to a real-time analytics wallboard. In addition, the outbound call monitor widget also appears in the historical dashboard.
  • Omnichannel overview tab in real-time analytics dashboard
    Account owners and admins can view the Overview tab in the real-time analytics dashboard to view metrics across all channels such as ready & occupied agents by channel and waiting duration, and handling duration for each channel. This overview gives an executive summary enabling users to identify which channels to focus their attention on.
  • User access, privilege, and entitlement reports
    Account owners and admins can view and track access and features that are enabled for contact center users in the account. For example, they can view users with call recording enabled or users with access to inboxes.
  • Flow information in historical dashboards
    Account owners and admins can view the flow name, flow version, flow duration, and flow exit widget information when viewing the historical dashboard. This allows admins and supervisors to better understand agent performance for engagements that are assigned directly to agents without going through a queue. The flow exit widget data is also valuable for determining consumer behavioral patterns when abandoning flows prior to being enqueued.
  • Additional agent reports
    There are several new agent reports so account owners and admins can better monitor agents. New reports include:
    • Timesheet: View hours agents spend in each status
    • Agent queue log: Summary of agents’ hours worked and engagements handled by queue
  • Enhancement to historical detailed reports
    There are several enhancements to the historical detailed reports in the historical dashboard to add more filtering and sorting capabilities. Account owners and admins can:
    • Select several filters at once
    • Filter by consumer country
    • Sort by Result, Direction, and Consumer columns
  • Recording storage log
    Account owners and admins can view the storage log to see how much recording storage agents are using. They can view storage usage over time, total amount of storage used, and view user-level details to see who has high usage.

Resolved issues

• Minor bug fixes

Note: The Enhancement to HTTP and Script widgets in flow editor and Address book sync for Salesforce integration features have been pulled from release due to issues with deployment, and will be available in another upcoming release.