• Release notes for Zoom Events and Zoom Sessions
• Release notes for Workspace Reservation
• Release notes for Visitor Management
• Release notes for Zoom Contact Center
• Release notes for Outlook add-in
• Release notes for Zoom Chrome Extension
• Release notes for Zoom Firefox Extension

Release notes for Zoom Events and Zoom Sessions

Changes to existing features

• Create multiple direct join links for one speaker
  Hosts can issue multiple direct join links to speakers. More than one direct join link can be sent to a single email address. Each link will direct speakers to a specified session.

New and enhanced features

• Admin features
  • Bulk asset transfer in hubs for downgrade scenarios
    When the Zoom Events admin downgrades a Zoom Event/Zoom Sessions license, they must choose to migrate their events (or not migrate) in the wizard for asset migration. As part of migration, the user will be informed about the various consequences of the migration, as relevant to the scenario. Zoom Events admins and hub users can select events from the event listing pages (single, bulk, or all events) for an asset transfer, and then choose the destination hub. The hub owner (of the source hub where the assets are being transferred to) will receive a notification about the user's name, transferred assets, and asset type. They will be given an option to allow or deny the transfer. If the hub owner allows the asset transfer, they will be notified that this cannot be changed. Upon proceeding, relevant assets will be moved. If the hub owner denies this transfer, the requesting user will see the denied asset transfer notification in their hub. The following downgrade scenarios are supported:
    
    • Downgrade a higher capacity license to a lower capacity license within the same product (i.e., ZE 500 to ZE 100)
    • Downgrade Zoom Events license to Zoom Sessions license (i.e., ZE 1000 to ZS 500)
      Note: Capacity does not matter.
• Analytics features
  • Custom Report Builder column selector
    Hosts can select the columns they want to include in their custom report CSV file. When using the Custom Report tab's column selector, all columns that are considered primary key values are always included. The column names match the names in the output CSV file. Selected columns are included in the CSV file, and non-selected columns are excluded.
  • Remove bookmarks and livestream metrics in Zoom Sessions Analytics
    The bookmark count and livestream view count are removed from the Zoom Sessions metrics on the Sessions tab in the event creation flow. Event organizers will no longer see these two metrics for their Zoom Sessions events, including lite, single-session, and recurring sessions. This change focuses on the session engagement metrics on the most relevant information for hosts and participants.
  • Enhancements to Recording View Metrics for Zoom Session Lite
    Since the session lite event type does not have a lobby page for attendees to watch recordings, this update allows the recording view count metric to be updated when session lite attendees access recordings through alternative mechanisms. This provides more accurate analytics on recording views for session lite events.
• Attendee features
  
  • Pair with Zoom Rooms from Zoom Events Companion app mobile lobby
    Attendees can use the Zoom Rooms pairing button in the Zoom Events Companion app's mobile lobby. When paired, the attendee will join the event via Zoom Rooms.
  • Enhancements to calendar invitation privacy and accessibility in Zoom Events
    To ensure users can join meetings through various channels, calendar invitations include multiple join methods like PSTN and meeting ID. To expedite joining for special roles, invitations display a unique passcode instead of a common one. Invitations are set to private by default when sent to special roles and registered attendees. Users retain the ability to edit calendar permission access. This enhances privacy while still providing multiple options for users to easily join Zoom Events.
• Developer features
  • Event Duplicated Webhook
    The Event Duplicated webhook generates the following information:
    • Which event was duplicated
    • The resulting duplicated event ID
    • Who duplicated the event
    • hub ID
    • name
    • description
    • event_type
    • attendance_type
    • status
    • start time
    • end time
    • timezone
    • account ID
    • host ID
    • Attributes and values that were provided as parameters when the duplicate call was initially made
  • Enhancements to location data in Zoom Events APIs
    Zoom Events users have expanded options for capturing location details when creating Zoom Events. The LIST, GET, and PATCH APIs for events have been updated to support new fields for venue name, street address, city, state/province/region, ZIP/postal code, and country. Event organizers can now provide more location information during the event creation flow. The additional location data will also be returned in LIST and GET APIs and can be updated via PATCH.
• Event setup features
  • Introducing the session lite event type
    Hosts can create a baseline webinar Zoom Event. This event type is a session lite event type, and it will have a minimalistic attendee experience that does not have a lobby, event detail page, moderation, ticketing, or event branding. Session lite events will only include a link to a registration form and a join link to the session.
  • Enhancements to the Zoom Events Image Generation with AI Companion feature
    In addition to the user's prompt, three recommended alternative prompts (based on the user's prompt) have been added to the Zoom Events Image Generation feature. Generated images that are inserted are added to the Zoom Events image library automatically. Hosts can also use the Image Generation feature for more areas in the event creation setup:
    • Main Event Image
    • Session Image
    • Expo images
    • In-session branding (virtual background)
    • Production Studio
  • Update Event Reminder, Thank you for attending, and Recording Available emails for recurring sessions events
    Each session in the recurring sessions event is treated like its own single-session event for the Event Reminder, Thank You, and Recording Available emails. These emails are updated to have only one milestone, and the default offset will be 1 hour after each session ends. Hosts can use custom scheduling for these recurring sessions emails. Scheduling data and time for recurring session events is not supported.
  • Standardize time zones in Email Builder
    Email Builder emails have been updated to standardize time zones across the system. The email preview, test emails, and sent emails will all use the event's designated time zone. This creates a unified experience for event hosts as they create emails, and eliminates confusion for attendees receiving the emails.
  • Customizable travel info tab for hybrid events
    Hosts can add a customizable travel and accommodations tab to provide hybrid event attendees with helpful logistics such as embedded maps, airport/hotel directions, parking details, venue guidelines, and contact information. The tab content and visibility can be customized, allowing hosts to share targeted information with in-person attendees. This aims to simplify travel planning so attendees can easily get to the event venue.
  • Registration form updates
    Hosts can update their registration forms with custom terms and messages. In the custom host message feature, the header includes From the event organizer header. Other updates include moving the report function to the bottom of the registration form, and, for all registrations, including a note that the host can be contacted for more information.
  • Standardize event links and copy actions
    The host experience for group join links and registration links in Zoom Events is standardized. For group join links, the copy action is in the text box with additional options to copy an invitation or send the invitation to a calendar. For registration links, the copy action is in the text box. This update provides a consistent experience wherever these links appear, such as the Overview page, user cards, and embedded content. By standardizing the treatment of these links and actions, the workflow for sharing event access is streamlined.
  • Set authentication method for VOD Zoom Events Experience channels
    When setting up a Video On Demand (VOD) channel, hosts can configure one authentication method. Hosts can choose from authentication methods like email one-time password (OTP), Zoom sign-in, external SSO (if available in account), or no authentication. Hosts can also add email domains or addresses to an allow list. These authentication controls allow hosts to make their Video On Demand content private and manage who can view their video content. Viewers will be required to authenticate before accessing the VOD content. When a VOD channel is restricted, and users attempt to visit the VOD channel page, users will be directed to an authentication page to sign in. This feature is currently only available for the Zoom Events Experience channels.
  • Enhancements to Video On Demand (VOD) registration
    When hosts enable registration for a Video On Demand (VOD) channel, the First Name, Last Name, and Email Address fields are activated for VOD users. These fields are mandatory by default; however, the host can make the First Name and Last Name fields optional. The registration report will display the First Name and Last Name fields. Additionally, hosts can enable registration questions when a VOD channel requires registration. When there are registration questions, the registration page will show the I already registered and Continue actions. VOD attendees' marketing consent results will be reflected in the registration report.
  • Custom privacy terms for VOD registration forms
    Video On Demand (VOD) hosts can upload custom privacy terms to their VOD registration forms. The custom privacy terms will be displayed to attendees during the registration process.
  • Make Video On Demand (VOD) content downloadable for attendees
    When creating Video On Demand (VOD) channels, events, and video galleries in Zoom Events, hub owners, hosts, and co-hosts can make video content downloadable. This allows attendees to download available video files from playback pages. Attendees are limited to 5 concurrent downloads and are notified when additional downloads must wait. In addition, hub owners, hosts, and co-hosts can make content downloadable when creating embeddable channels. The download option allows attendees to access videos offline.
    Note: Certain accounts can access this feature. Contact Zoom Support to discuss whether this feature is available for your account.
  • Embedded channels display audio transcription and closed captions
    For Video On Demand (VOD) embedded channel videos, audio transcription and closed captions will be displayed next to the video. The host will be notified when the inline video width size is smaller than 280px.
• General features
  • Improve video upload performance for Video On Demand (VOD)
    There are several enhancements to the Video On Demand (VOD) video upload functionality, including adaptive video upload speeds for Zoom Events. The system will automatically adjust the upload speed based on current network conditions to maximize performance. Users can monitor the real-time upload progress and speed metrics. Up to 3 concurrent video upload sessions are supported per file. Additional sessions will wait in queue until an active upload ends or is paused. When an upload is paused, a queued upload will automatically start. These enhancements will allow content owners to more efficiently upload large video files for events.
• Host features
  
  • Create custom URL for Video On Demand (VOD)
    In the video channel setup, the hub owner or hub hosts can create customized URLs for their Video On Demand (VOD) channel links.
  • Simplify co-editor permissions
    Co-editor permissions for Zoom Events are simplified to focus on key abilities, such as event configuration, analytics access, and publishing. Options for advanced permissions are still available but secondary.
• Hub features
  
  • Enhancements to attendee hub listings
    There are several enhancements to the attendee hub listing view. Attendee hub listings dynamically load more event and Video On Demand (VOD) content when available. This provides attendees with expanded content discovery. Event and VOD filters are hidden when they do not apply to the available contents.
• Integration features
  • Enhancements to the Pardot and Marketo integrations
    In the Pardot and Marketo configuration pages, the font and field labels are updated. List mapping has been removed as a dependency in Pardot. In the Pardot integration, any valid configuration can occur and be saved. If a marketer selects the checkbox to sync external activities, or if they simply accept registrations from a Pardot form, that will work even if Pardot lists aren't mapped.
  • Add meeting to Eloqua decision step
    The Zoom Events Eloqua decision step includes attendance from a Zoom meeting. When users select the Zoom Meeting option, they can add the meeting ID.
  • Enhancements to Zoom Events Viewing Metrics, Playback, and Lead Scanning
    The Recording View Duration field updates the viewing metrics in Marketo for Zoom Events recordings. This allows the recording view duration to be captured and reflected in Marketo custom objects.
  • Filter special role tickets from Zoom Events integration data
    Zoom Events hosts can filter special role tickets from integration data syncs with Pardot and Marketo. When enabled, only attendees with regular tickets who have opted into marketing communications will be included in the syncs as registrants, attendees, and absentees. Special role tickets, such as hosts, speakers, exhibitors, and so on, will be excluded. This ensures that only true event attendees are passed to the integrations for further marketing and analytics. The setting provides more control over integration data to focus on the most valuable leads.
  • Enhancements to HubSpot
    The data sync checkbox will be selected by default for all Zoom Events in HubSpot. Group join links are added to the Marketing Event object, and this field will be populated automatically when an event is published and the Marketing Event is created. Additionally, the attendee unique join link field in the HubSpot setup flow is displayed and pre-mapped by default to the join link field that is generated. Hosts can update the mapping to a profile field and can custom map the join link to a field of their choosing.
  • HubSpot installation success page redesigned
    The Zoom Events installation success page has been updated with a cleaner design. Users will see this updated confirmation page after installing, authenticating, or updating the Zoom Events HubSpot app.
• Meeting & Webinar features
  • Customize Zoom Events Waiting Room experience
    Hosts can customize the waiting room experience for Zoom Events on a per-event basis. This feature allows hosts to customize the image, text, and other waiting room assets that attendees see before joining each event. The customized assets can be saved to event templates for reuse. This provides a more engaging and branded joining experience for attendees.
  • View number of attendees while webinar session is in practice mode
    In Zoom Events webinar sessions, hosts can view the number of waiting attendees while a webinar is in practice mode. This will allow hosts to decide when it is the best time to end practice mode and allow attendees into the webinar.
• Networking & Chat features
  • Schedule the opening and closing times of public chats
    Hosts can schedule the opening and closing times of public chats in their Zoom Event. The open /close times can be set once for all public channels, and these times can only be set within the lobby open times.
    Note: This feature is available for public channels only.
• Special role features
  • Select and manage speaker photos for session information
    Hosts can select which speaker photos appear on session information pages, rather than just the first few speakers. They can choose the order in which the speakers appear and manage the information that will be displayed. This feature allows users to view more than 3 speakers in a tooltip when they hover over the speaker list. Users can view more speakers without needing to access the event detail page.
• User features
  • Online Zoom Sessions free trial
    For the Zoom Sessions 100 (ZS100) licensing free trial, users are offered a 30-day trial period after they complete the trial signup flow. If the trial license is not canceled within the expiration date, the auto-charge of the ZS100 paid license will start one day after the expiration date. During the free trial, the following features are available for users:
    • Publish 1 free event and 1 video channel
    • Customized branding for events and on-demand content
    • Produce high-quality webinars and events with Production Studios, Backstage, and Simulive
    • Invite up to 2 hosts and 1 co-editor to assist you with setting up and hosting
  • Add Share Feedback survey to Events Portal
    Zoom Events and Zoom Sessions users can provide product feedback using the new feedback survey on the Zoom Events portal.
• Zoom Sessions features
  • Simplified onboarding, Zoom Sessions free trial, and enhanced event experience
    Several enhancements simplify the onboarding process, enable users to have a quick start to Zoom Sessions, and enhance the event experience for Zoom Sessions. On the Zoom web portal, the onboarding flow has been streamlined to get users to the Events Portal faster. Guidance has been added to showcase key features and help users understand how to optimize Zoom Events based on their needs. The Zoom Sessions onboarding experience includes the Zoom Sessions free trial rules for online user awareness and how to use Zoom Sessions based on their needs. When users start a free trial of Zoom Sessions, they can follow an onboarding tutorial that explains the hub claiming process, hub team member arrangements, and Zoom Sessions features.
  • Enhancements to attendee experience in recurring sessions events
    On the lobby page of a recurring session, attendees can register for an upcoming session or watch a previously recorded session without having to complete the entire registration flow. To register for an upcoming session, an attendee can click the Register button. To watch a previously recorded session, the attendee can click the Watch Recording button. There is no change to how data is captured and reported in each event's analytics.

Resolved issues

• Resolved an issue where the event duplication copy was redundant.
• Resolved an issue where a subtle glitch was caused by a dropped video frame when a new scene was pushed in Production Studio.

Release notes for Workspace Reservation

New and enhanced features

• Admin features
  • Set Reservation Questionnaire and Pre Check-In Questionnaire at the workspace level
    Account owners and admins can manage the Reservation Questionnaire and Pre Check-In Questionnaire settings at the individual workspace level. These floor settings are inherited by workspaces of that floor, including lock controls, and they can be overridden at the individual workspace level when unlocked.
  • Workspaces Dashboard includes reservation no-show rate and released workspaces (due to not checking in)
    The Workspaces Dashboard includes information about the number of reservations to which users did not check in, the number of reservations released due to not checking in, and downloaded CSV details for the reservations that were released.
    Note: This feature will not be immediately available, as it is dependent on a backend server update currently scheduled for March 31, 2024.
  • Workspace user and workspace report include date and time of booking
    Account owners and admins can export the date and time when users made workspace reservations in the User and Workspace Report CSV file.
  • Configure reservation duration increment on scheduling displays
    Account owners and admins can configure the reservation duration increment on scheduling displays in Workspace Reservation. They can set increments to be 1, 5, 15, or 30 minutes. Users will see the configured increment when reserving spaces on the scheduling display. This allows reservations to provide more flexibility in reserving spaces. Previously, reservations could only be made in 15-minute increments.
  • Scheduling displays switch to workspace UI when hot desking enabled for Zoom Rooms
    When an account owner or admin enables the hot desking feature for a Zoom Room, effectively turning it into a desk/workspace reservation experience, the attached scheduling display will automatically switch to show the workspace/desk UI instead of the Zoom Room UI.
    Note: This feature will not be immediately available, as it is dependent on a backend server update currently scheduled for March 31, 2024.
  • Introducing Wayfinding
    Account owners and admins can set up wayfinding to guide users from the office entrance to their desk or meeting room. Users can view directions on their mobile devices and kiosks.
    Note: This feature will not be immediately available, as it is dependent on a backend server update currently scheduled for March 25, 2024.
• Host features
  
  • Enhancements to permanent desk settings
    Account owners and admins can assign a permanent desk to a user in the workspace list view as well as in the Workspaces settings.
• Integration features
  • Workspace Reservation integration in Zoom Calendar
    When using Zoom Calendar and Workspace Reservation, users can experience an enhanced Workspace Reservation experience on Zoom Calendar. Users can view workspace details, including capacity and photos, and reserve available workspaces when creating a meeting invite in Zoom Calendar. This integration simplifies the room booking experience for Zoom Calendar users with Workspace Reservation.
• User features
  • Reserve workspaces through Zoom for Outlook add-in
    Users can reserve workspaces in Microsoft Outlook, using the Workspace Reservation integration in the Zoom Outlook add-in, when creating or viewing meeting invites. This allows for a seamless booking experience without leaving the Outlook interface. Photos, assets, and filters are also available when selecting a room. Account owners and admins can enable or disable the Workspace Reservation integration of the Zoom plugin for Outlook.
    Note: This feature is currently in beta.
  • Allow user to be on the same calendar event as the workspace
    Account owners/admins and users have the option to be invited to the same event as the workspace. This allows for synchronization between the user’s calendar events and Workspace Reservation. Previously, an event appeared on a user’s calendar for workspace reservations.

Resolved issues

• Minor bug fixes
• Security enhancements

Note: The User can host the Zoom meeting they created in Workspace Reservation and Automatically check users into workspace reservations when connecting to office WiFi features were rolled back due to issues with deployment and will be available in another upcoming release.

Release notes for Visitor Management

New and enhanced features

• Admin features
  • View questionnaire answers in Invitation Details
    In the Invitations tab, account owners and admins can view the questionnaire answers in the Invitation Details panel.
• User features
  • Support for CSV upload for batch invitations
    Hosts can upload a CSV file to send out a batch of visitor invitations, up to 1000 invitations at a time.
  • Add a note about a visitor invitation for admins
    When creating an invitation, the user/host can enter a note to send to the account owner or admin. The note is private and will not be visible to visitors. The account owner or admin can view the note in the invitation details.
    Note: There is a maximum limit of 500 characters.

Resolved issues

• Minor bug fixes
• Security enhancements

Release notes for Zoom Contact Center

New and enhanced features

• Admin features
  • Enhancements to Agent Availability widget
    The Agent Availability widget has been enhanced to allow more customizable agent selection. Supervisors can select specific agents they want to monitor rather than seeing all agents in the selected queues. New filters have been added so supervisors can narrow down the list of agents displayed in the widget. This provides more focused monitoring and management of agent availability.
  • Admin controls for AI Companion for Contact Center
    Account owners and admins can enable or disable specific AI companion features like Sentiment Analysis, Engagement Summary, Follow Up Tasks, and Talk Metrics. This allows admins to customize which AI features are exposed to agents based on their preferences. These settings can be controlled at the account and queue levels.
  • Support for multiple CRM integration in Zoom Contact Center
    Zoom Contact Center can integrate with multiple instances of CRMs like Salesforce, Zendesk, Microsoft Dynamics 365, HubSpot, and ServiceNow. Admins can configure OAuth connections for multiple CRM instances and assign which instances agents can access. Agents can then take engagements from the configured CRM instances they have access to. When an engagement comes in, the integration will match the correct CRM instance to provide automatic screen pop for the agent. After completing the engagement, the call log is also stored back in the same CRM instance. This allows organizations with multiple CRM instances, like production and sandbox environments, to leverage Zoom Contact Center capabilities across all their instances. This feature must be enabled by Zoom.
  • Interactive surveys for consumers
    Admins can link surveys to messaging queues and flows to collect feedback from consumers. At the end of a chat, consumers are prompted to take the survey in-chat or later via a web link. The in-chat survey allows consumers to respond to rating scale, multiple choice, and free response questions within the chat window. It provides a seamless way for consumers to give feedback without disrupting the chat experience. This feature enables admins to gather targeted feedback to improve consumer satisfaction.
  • Enhancements to chat customization
    A comprehensive customization options have been added for administrators to tailor the chat experience to their preferences and branding requirements. This includes granular color controls for the Send button and URL hyperlinks. Admins can also upload custom fonts for chat invitations and engagement windows. Additionally, we now provide an alternative user interaction experience for minimized state for embedded chat campaigns.
  • Allow list for email domains and email addresses
    Account owners and admins can configure an allow list of approved email domains and addresses. Agents and supervisors are restricted to only forwarding or CC/BCCing emails from Zoom Contact Center to the allowed external accounts. This prevents agents from inadvertently sending customer emails to unapproved destinations. Admins can add, edit or delete additional rules to control other allowed domains or specific email addresses. This feature enhances security of customer email data and provides more control over external email communications from Zoom Contact Center.
  • Multi-language support for live transcription
    Zoom Contact Center allows admins to specify supported languages for live voice transcription. Agents can select a language to view live transcriptions. This improves engagement by displaying transcriptions in the user's preferred language.
  • Improvements to CollectInput and SendMedia widgets
    The CollectInput and SendMedia widgets have been enhanced to provide admins with increased flexibility and improve the user experience for end consumers. For CollectInput widget, admins can now offer dropdown menu to gather the necessary information from consumer. The widget supports automatic transition to the next exit under timeout functionality, and audio options for video media. For the SendMedia widget, when video media is selected, admins can choose to automatically advance users to the next step at end of media play or require interaction before proceeding. Additional options allow customizing the user experience. These improvements optimize information delivery and streamline user progression through video flows.
  • Configure background noise suppression for improved video call audio
    To improve audio quality during Zoom Contact Center video calls, account owners can configure background noise suppression. This feature allows agents and customers to enable or disable noise suppression to avoid distracting background noises. Noise suppression filters out ambient sounds like typing, chatter, or other distracting noises. This helps maintain audio clarity for both parties during a video call. Noise suppression is enabled by default to provide the best experience. However, users have the option to disable it if needed, like for troubleshooting audio issues. Customers using kiosk devices will have noise suppression automatically enabled to avoid inadvertently transmitting private conversations or sounds.
  • Pass Zoom Contact Center data to Zoom Phone
    When an agent transfers a call from Contact Center to Zoom Phone, relevant data like caller ID, agent info, identity status, conversation summary, and sentiment indicator will be passed to the Zoom Phone user. This contextual data helps the receiving user provide continuous and personalized service without repeating questions. Admins can configure data passing at the account level. This feature leverages Zoom's unified communications capabilities to connect agents and internal experts for collaborative customer service. To use this feature, Zoom phone users must have the power pack license and also enable Zoom Assistant for Zoom phone.
  • Enhancements to WebRTC Connection persistence and browser tab sync
    With the WebRTC window feature, a new window/tab opens when the agent logs into the CTI connector that launches the WebRTC connection. Any time the WebRTC Connection window opens, the agent should click the start button to ensure autoplay for sound is enabled. Agents shouldn’t close the window. Doing which will impact the ongoing engagements. This feature helps to persist connections when agents refresh their browser or pop-out widgets. This allows agents to continue conversations without interruption after browser refreshes. Additionally, agent status, notes, and active engagements sync across browser tabs. This keeps agent workflows seamless when working across multiple tabs for the same connector. This feature must be enabled by Zoom.
  • Enhancements to Flow navigation with mini-map, keyboard shortcuts, and scrolling
    Navigating the Flow canvas has been improved with features that help admins easily navigate Flow canvases so they can efficiently build and manage complex flows. The mini-map provides a bird's eye view of the entire Flow canvas to help admins visualize the flow structure. Keyboard shortcuts like 'm' to toggle the mini-map, '0' to reset zoom and using the spacebar to pan around the canvas allow for quicker navigation. Smooth horizontal and vertical scrolling allows builders to seamlessly move through all sections of a flow.
  • Enhancements to diagnostics and in-progress editing for dialer campaigns
    Account owners and admins can easily monitor progress of outbound dialer campaign in running state with campaign diagnostics dashboard showing summary metrics, including call attempts, failures, connects, and agent availability. This helps identify issues and take corrective actions without stopping campaigns. Additionally, admins can edit settings like caller ID, DNC list,  and contact hours for campaigns in progress. This provides more flexibility to optimize campaigns while running and help admins better monitor performance, tweak settings, and improve results for outbound dialer calls. 
• Agent and consumer features
  • AI-powered live engagement monitoring for agents
    AI Companion for Contact Center introduces new capabilities to help supervisors monitor and assist agents during live engagements. Supervisors can view real-time consumer sentiment, see live transcripts, follow-up tasks, and automatically generated conversation summaries to get quick insights. The UI is also enhanced to simplify common supervisor actions like listening in and recording engagements. These AI-powered features help supervisors to effectively monitor agent interactions and assist agents when needed.
  • Support for outbound preview dialer
    Zoom Contact Center is introducing an outbound preview dialer to enhance agent productivity and customer experience for high value outbound calls. The preview dialer presents contact information to the agent before placing the call so they can review and prepare. Agents can then choose to dial the number or skip to the next contact. This gives agents more control and flexibility to focus on high value interactions. The preview dialer is configurable at the campaign level and provides options like automatic and manual dialing. This feature must be enabled by Zoom and is supported exclusively on the native Zoom client.
  • Display messaging history after a voice or video upgrade
    Enhancements to messaging engagements enable agents to view messaging history after a voice or video upgrade. For SMS, chat, and social media channels, agents can refer back to previous messages once they have upgraded to voice and/or video engagements. This unified history provides continuity for complex issues that span multiple channels. By providing full context, agents can deliver personalized, seamless experiences.
  • Enhancements to outbound call banner messages
    Outbound call banner messages in Zoom Contact Center have been improved to provide agents with more context on why a call did not connect. When an outbound call cannot be completed, agents see tailored error messages based on SIP response codes received from the telephone network. For example, messages indicate if the number dialed is invalid, disconnected, busy, or explicitly rejected the call. Providing descriptive errors allows agents to better understand the status of numbers they are trying to reach. This improves productivity by reducing wasted call attempts to invalid or unavailable numbers.
  • Enhancements to screen sharing during a video call
    Agents and consumers can zoom in and out when viewing a shared screen during a video call. This feature enables them to adjust the screen percentage/size according to their preference, enhancing visibility and clarity. By offering a flexible zoom option, users can better utilize screen sharing for effective collaboration and support, ultimately improving the overall screen sharing experience. It's important to note that if agents request remote control during screen share, the zoom in/out feature will no longer be available.

Resolved issues

• Minor bug fixes

Release notes for Zoom Chrome Extension

Resolved issues

• Minor bug fixes

Release notes for Zoom Firefox Extension

Resolved issues

• Minor bug fixes