• Release notes for Zoom Contact Center
• Release notes for Workforce Management

Release notes for Zoom Contact Center

New and enhanced features

• Admin features
  • Enhancements to Campaign Management
    Account owners and admins can customize the chat window height when building campaigns in Campaign Management. Previously, the chat window dimensions were fixed. This new customization allows admins to choose between Small, Medium and Large size chat windows to provide more flexibility for designing engaging campaigns across devices and platforms.
  • Queue-level outbound SMS settings
    Account owners and admins can decide which SMS numbers are available to agents for outbound SMS including a default outbound SMS number at the account-level for all agents. Additionally, they can configure dispositions for outbound SMS in messaging queue settings.
  • Configure email routing conditions
    Account owners and admins can configure email routing conditions in flows using the Start.To and Start.From fields. For example, emails sent to different alias emails associated with a shared inbox can now be automatically routed to different queues or agents based on the alias. This enables routing emails based on products, brands, or other criteria. This allows automated email routing to appropriate teams.
  • File sharing controls for SMS
    Account owners and admins can enable or disable the ability for agents to share files over SMS entirely. In addition, any configured restrictions around allowed file types will now also apply when agents attempt to share files over SMS. This improves compliance by letting admins restrict agents from sending sensitive file types over SMS.
  • Transfer active messaging engagements to flows
    Account owners and admins can enable agents to transfer active messaging engagements to flows of the same channel. For example, SMS engagements can be transferred to SMS flows, and Web Chat engagements can be transferred to Web Chat flows. This provides more flexibility compared to only transferring between agents and queues. The associated events are tracked for reporting purposes.
  • Reuseable Info Retrieval component for AI Expert Assist
    Account owners and admins can make Info Retrieval a reusable component for AI Expert Assist. This allows admins to create an Info Retrieval instance and associate them with multiple Expert Assist instances. Previously, Info Retrieval settings had to be recreated for each Expert Assist instance. With reusable Info Retrieval, admins can define intent, API connectors, and display parameters once. This aims to reduce duplicate work for admins when setting up AI Expert Assist that leverage the same knowledge sources.
  • Granular admin controls for AI Expert Assist
    Account owners and admins can enable or disable specific Expert Assist features like knowledge base retrieval, information retrieval, and smart notes at the queue and account levels. This gives admins more control over which AI capabilities are exposed to agents, and customize the agent experience based on account preferences.
  • Inline images for emails
    Agents can insert inline images directly in the email composer. This allows them to include visual elements without attachments. Also, admins can add inline images to email signatures and assets defined in Zoom Contact Center.
  • Active engagement monitoring
    Account owners and admins have visibility into supervisor monitoring activity for active and recently closed voice, chat, and messaging engagements in real-time. A new engagements tab shows which engagements are currently being monitored or supervised and which agents are being supervised. This enables admins who hold supervisors accountable to verify that sufficient supervision is occurring to ensure high-quality consumer interactions. Monitoring capabilities include viewing, listening, whispering, and barging for voice engagements and viewing for chat and messaging engagements.
  • Enhancements to address book management
    Account owners and admins can better organize and manage address books in the Zoom web portal. The interface has been redesigned to improve visibility of contact details, allow editing of folders and books, simplify adding and importing contacts, and unify the experience with other clients. These enhancements aim to resolve usability issues and confusion.
  • Enhancements to transcript variable
    Account owners and admins can access in-video chat transcripts for video engagements. At the end of the video engagement, a transcript URL is added to the 'transcript' global variable, and that URL will contain the complete in-video chat conversation (if applicable).
  • Additional color and font settings
    Account owners and admins now have more granular control over colors and font used in Web Chat. New configuration options allow specific colors and fonts for the header text, and Knowledge Base response. This enables brands to customize the look of their web chat campaigns and improve engagement by matching their brand identity.
  • Improve usability for AI Expert Assist admin experience
    Account owners and admins can receive guidance on threshold values to prevent irrelevant results from showing to agents. Also, the queues associated with Expert Assist are displayed for quick access. The onboarding flow and navigation is improved, so admins can efficiently create new Expert Assist instances without jumping between pages.
  • South Africa phone numbers
    Zoom Contact Center has added the ability for admins to purchase virtual service phone numbers and toll-free numbers in South Africa. The new phone numbers allow consumers in South Africa to call agents. Agents can also make outbound calls using the South Africa numbers as caller ID.
  • Email (Gmail) channel inbound support
    Account owners and admins can connect their Gmail accounts to manage and support customers reaching out via emails. This allows integrating email engagements into existing workflows to provide a unified cross-channel experience. Account owners would need Zoom Contact Center Premium or Elite package to configure and manage email channel within Zoom Contact Center.
• Agent and consumer features
  • UI enhancements to engagement controls
    There are several UI enhancements to the following features to provide a more consistent experience for agents:
    • The Engagement Controls across Voice, Video and Messaging have been moved to a common location in a toolbar below the main engagement area. This will provide agents a very consistent experience to find these controls in the same location for every engagement channel
    • Some examples of the engagement controls that have been moved to the common location:
      • Voice engagement controls such as mute, upgrading to video, add call, transfer, hold, and recording.
      • Video engagement controls such as mute, start/stop video, chat, hold, transfer, share screen, and show captions.
      • Messaging engagement controls such as transfer, release, and upgrade to voice/video.
  • Redesigned left panel
    The left panel in the Zoom Contact Center desktop client has been redesigned to provide quicker access to key information and actions. Agents and supervisors can view and filter contacts, access engagement history, and view notifications in a consolidated view.
  • Additional languages for system messages
    Zoom Contact Center provides additional language localization for system messages played to agents when an outbound call is not answered or connected. Previously, only English was supported.
  • Enhancements to image handling
    Web chat has been enhanced with image management capabilities for end consumers. When consumers receive an image through web chat, they can click to download the image or open it in an expanded view. This makes it easier for consumers to review images received during a chat engagement.
  • Email channel enhancements
    The Zoom Contact Center email channel has been enhanced to better differentiate between new incoming emails and replies or forwards of existing conversations. If a new email comes in that is a reply or forward of an existing open engagement, with only an edited subject line, it will now be merged into that existing engagement. This prevents duplicate engagements and keeps the full conversation history together. However, if the new email has the same recipients but is a new conversation, a separate engagement will be created. This update allows Zoom Contact Center to distinguish between continued conversations and new conversations with the same recipients.
  • Multi-level dispositions for CTI Connectors
    Agents using a CTI Connector can select disposition codes from a hierarchical structure with up to 5 levels. This allows large customers to categorize 300+ codes. Agents can search the hierarchy to quickly find the right code during engagements. When agents complete engagements, the full selected hierarchy is saved to provide detailed categorization.

Resolved issues

• Minor bug fixes

Release notes for Workforce Management

New and enhanced features

• Admin features
  • Agent-initiated schedule change requests
    Agents can submit requests to add activities in their published schedules. Supervisors can approve or deny requests. Admins can enable or disable the feature and control which types of changes are allowed at the activity code level. For example, allowing adds and moves but not deletes. The benefit is increased schedule flexibility for agents while still allowing oversight by supervisors.
  • Forecasting for email channel
    Account supervisors and admins can now create forecasts for email in addition to voice, messaging, and video. This allows admins to forecast for all Zoom Contact Center channels. This is limited to imported History for forecasting.
  • Enhancement to shift editor
    Users can copy a shift template day and paste it in multiple days instead of having to manually copy every time.