Release notes for July 20, 2024
New and enhanced features
- Admin features
- Explicit no-consent/do not record option for voice recording
Consumers can explicitly opt out of voice call recording by selecting a Do Not Record option when asked for recording consent during a voice engagement. Admins can configure the Do Not Record prompt and enable/disable this option at the account or queue level. The new queue logic (if enabled) checks the engagement's RecordingConsent variable value and acts accordingly, skipping recording prompts, disabling recording controls for agents, and not recording the call if Do Not Record is selected. This provides consumers with additional consent options so their choice is honored throughout the engagement. This feature is also supported in the CTI connector. - Enhancements to AI model selection for AI features
Account owners and admins can opt out of using third-party AI models for Zoom Contact Center's AI Companion and AI Expert Assist features. This provides an alternative to the third-party AI models currently used, addressing concerns around data security, regulatory compliance, and availability across regions. This option gives customers greater control over their data and AI model usage. This feature must be enabled by Zoom.
Note : Unavailable features at launch: AI Companion's Follow-up tasks and AI Expert Assist's Auto disposition.
- Agent and consumer features
- HubSpot contact search and disposition code management
Agents can now search and dial HubSpot contacts directly from the CTI connector in Zoom Contact Center by typing a phone number or name. Matching records will be displayed, and clicking the phone icon initiates outbound dialing with a screen pop of the matched record. Additionally, agents can tie call logs to contacts by selecting a name within the engagement screen. Disposition codes entered in the wrap-up screen will be captured in HubSpot's Outcome field if call outcomes are saved in HubSpot, or in the Comments field if the disposition list is stored in the Zoom Contact Center queue. This feature enhances agent productivity and customer experience. - Improved agent experience for warm transfers
Agents using the CTI connector can select which person (the original caller or the person they are transferring the call to) to talk to during a warm transfer. They can easily swap between the two parties before completing or canceling the transfer. When transferring to another agent or supervisor, or to a Zoom Phone user, agents have the same warm transfer experience. While the agent initiates the transfer and talks to the other party, the original caller hears music. This feature eliminates friction for agents who need to gather additional information from the original caller before completing the transfer.
Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 22, 2024 - Visual indicator for new messages in Zoom Contact Center
Agents using the Zoom Contact Center CTI connector can now receive visual and audio notifications for new inbound unread messages from end consumers across various channels, including SMS, chat, Facebook, WhatsApp, and video. The visual notification displays a count of new messages for background engagements, helping agents stay aware of incoming messages even when multitasking or working on multiple engagements simultaneously. This feature improves agent responsiveness and ensures timely responses to consumer inquiries.
Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for July 22, 2024
Resolved issues
Note: The Enhancements to Work Sessions in Zoom Contact Center CTI Connector and Team hierarchy filtering for Wallboard reports features have been pulled from release due to issues with deployment and will be available in another upcoming release.
New and enhanced features
- Admin features
- Auto-coach management
Admins can access a centralized auto-coaching dashboard to review and manage all intents with GenAI-added training phrases from a single location. They can control the number of auto-added training phrases to each intent model. Additionally, a new icon identifies intents with auto-added training phrases for easy recognition. The auto-suggestion logic has been improved to display new suggestions only after admins make changes to at least one suggestion, providing better control over the auto-coaching process. - Chatbot creation limit
Account owners and admins will be notified when the maximum number of chatbots is reached for their Zoom Virtual Agent account. The Add chatbot button is disabled once the limit of 24 chatbots is reached, preventing admins from going through the entire creation process only to have it fail at the end. Admins are also provided with clear instructions on how to proceed if they need to create additional chatbots. This enhancement streamlines the chatbot creation workflow and saves time by avoiding unnecessary effort. - Widget deletion alerts and error handling
When trying to delete a widget referenced as the next step in another flow, admins will receive an alert listing all affected flows. This alert allows them to navigate directly to these flows and make necessary adjustments before deletion. Additionally, if admins open a flow canvas where a referenced widget has been deleted, an error message will appear in the error panel, enabling them to take corrective action. This feature ensures a seamless experience when refining bot flows. - Enhancements to Data Download filters
When users export both engagement and query data through the Data Download feature, they can filter by Knowledge Base and even by individual Article. This feature allows users to focus more efficiently on their interactions with specific topics within the collection of knowledge base articles. - MS Dynamics knowledge bases integration
Admins can now integrate their MS Dynamics knowledge base with Zoom Virtual Agent. This allows them to leverage their existing knowledge base articles stored in MS Dynamics for question answering within the Virtual Agent. Admins can configure the sync settings to choose which information to include and view the synced articles within their Zoom Virtual Agent knowledge base. - Enhancements to AI model selection for Virtual Agent AI features
Admins can opt to use only Zoom's own large language models for Zoom Virtual Agent features, without third-party AI. Features not supported by Zoom's model will be turned off in Zoom Model Only mode, controlled by account and feature settings. This gives users more control over how AI models are used in their Zoom Virtual Agent setups. This feature must be enabled by Zoom. - Keep bot sessions active after route to and surveys
Account owners and admins can keep bot sessions active after presenting route to options or surveys to end users. Previously, sessions would end once these widgets were displayed. Keeping sessions active allows admins to follow up with additional questions to gather more feedback or information from end users after surveys. It also enables ending sessions smoothly by confirming if the end user needs any additional help after route to options are displayed.This feature is available only for Zoom Virtual Agent flows and offline support channel options – email, phone (display the phone number if clicked) link, and ticket.
- User features
- Multi-select support for Zendesk and Salesforce forms
Users can select multiple options from a dropdown in form fields, enabling them to provide multiple inputs without resubmitting the form. The selected options are visually distinguished, and users can deselect any option if needed. The form captures all selected options accurately and supports both desktop and mobile devices. This feature enhances the user experience when filling out forms with multiple choice fields. - Improved organization for intent discovery
Users can now explore a new component for the intent discover section, duplicate queries in the discover suggested intent queries list are collapsed, reducing clutter and confusion for customers. A title has also been added to the list view page, improving clarity and organization.
Resolved issues
Resolved issues
- Minor bug fixes
- Security enhancements
- Resolved an issue where two meetings were created when users updated the meeting scheduled in Outlook.