Release notes for June 20, 2024
Changes to existing features
- Move deal information settings to Conversations section
The deal information settings are moved to the Conversations section in the Zoom web portal, keeping only the Edit action under all conversations, team conversations, and individual conversations. This setting now behaves only for linking or unlinking a conversation to a deal, customer, or lead.
New and enhanced features
- Analytics features
- Use the side panel for an overview of conversations
When sales leaders click a conversation from the Conversations tab, they use the side panel to extract insights from recordings and decide what conversations to review. This side panel displays key information, such as meeting metadata, meeting participants, meeting summary, and meeting next steps. Previously, sales leaders would use multiple clicks and switch between the Conversations tab list and Conversations details page.
Resolved issues
- Minor bug fixes
- Security enhancements
Note: The Zoom Recorder for Microsoft Teams and external Zoom meetings feature has been pulled from release pending some final enhancements.
New and enhanced features
- Agent and consumer features
- Analytics for speaker metrics
Supervisors can view aggregated speaker metrics and visualize how the values change over time. They can group the results by agent and filter the conversations included in the aggregation by time range, agent, queue, disposition, duration, direction, channel, and language. The metrics include talking speed, talk-listen ratio, filler words, longest spiel, patience, sentiment score, engagement score, evaluation score, hold events, silence events, and crosstalk events. This feature gives supervisors visibility into how their contact center is performing based on the speaker metrics tracked in each interaction. - Delegated account administration support
Account owners and admins can authorize external parties, such as professional services teams or channel partners, to administer their Zoom Quality Management account. Delegated admins must be licensed Zoom users in their main account, but they do not need a Quality Management license. They can access the interactions list, create and edit scorecards, complete evaluations and calibrations, and configure automations and reports based on their assigned role permissions. This feature enables customers to leverage third-party services for Quality Management administration.