Release notes for August 17, 2024
New and enhanced features
- Admin features
- Support for various data types in Script widget
The Script widget in Zoom Virtual Agent now recognizes and supports Number, Boolean, and Date data types. Admins and bot flow designers can write JavaScript code to create variables, perform computations, and manipulate data of these types when making API calls and processing responses. - Improved error handling for Zoom Virtual Agent integrations
Admins will receive descriptive error messages when an integration is disconnected or encounters errors during operations like creating or updating forms, saving drafts, importing fields, or connecting to CRM systems. Specific error messages detail the issue, affected components, and potential reasons for failure. This allows administrators to perform initial troubleshooting and resolution without immediately involving support. - Support for nested and array JSON responses for carousel
Admins can integrate carousels with CRM systems that provide nested JSON and array responses. The system efficiently identifies and extracts values from these complex data structures, storing them for further use or display. Error handling ensures unsupported responses do not cause crashes, ensuring a smooth experience. - Support for table content
Admins can include knowledge base content that is stored or formatted in tables at the source. This content can be indexed, searched, and displayed as an answer in Zoom Virtual Agent, preserving the table structure when desired. Admins have granular control over table content handling, allowing them to keep the original structure, convert to plain text, or exclude it entirely. This flexibility empowers admins to determine the most effective way to present information, tailoring the content display to best meet user needs. - Retrieval-Augmented Generation (RAG) answer generation
Admins can leverage RAG Answer Generation for more accurate and contextual responses to customer inquiries. This feature integrates the customer-approved knowledge base content with a Large Language Model (LLM) to create conversational answers. The LLM generates intelligent responses by referencing content from knowledge base sources, striking a balance between AI-driven intelligence and admin-controlled source material. This approach ensures that answers are both contextually relevant and grounded in approved information. Admins have the flexibility to enable this feature at the bot level by opting in to Answer Generation, giving them control over when and how this advanced capability is utilized. - Campaign targeting based on HTML language attribute
Admins can create web chat campaigns that are targeted based on the HTML language attribute on a given webpage. This functionality allows businesses to show or hide campaigns based on the language preference of their customers. The campaign targeting can be configured under the Targeting section of Campaigns, with the language attribute taking precedence after the URL setting. By leveraging this feature, businesses can ensure that their customers receive a personalized experience in their preferred language. - Ability to reorder Collect Input buttons
Admins can leverage the drag-and-drop functionality within the Collect Input feature to reorder buttons easily. Previously, the only method to re-order buttons is to update the fields or delete and re-create them each time the order changes.
- Agent and consumer features
- Improved CSAT survey integration within Zoom Virtual Agent
Consumers can take survey within the chat engagement window after interacting with the Zoom Virtual Agent bot. The survey is presented in an integrated manner, making it easier for users to complete. Admins gain better access to customer data, making the feedback more actionable. This integrated approach aims to increase user conversion and motivation to provide feedback. - Language detection for multi-language campaigns
Consumers can engage with multi-lingual campaigns in their preferred language more reliably. The language detection feature converts any detected 2-digit language codes (for example, 'en' for English) to the corresponding supported ISO language code (for example, 'en-us'). This allows the bot to display in the correct language, even when the consumer's settings do not include the locale. However, if an unsupported 4-digit code is detected, the feature maintains the default campaign language.
Resolved issues
Changes to existing features
- Increased maximum skill proficiency level
Admins can now set the maximum skill proficiency level up to 25 for any Skill Category during creating or editing. Previously, the maximum proficiency level was limited to 5. This enhancement can better accommodate customers who require more granular proficiency levels. The higher proficiency levels enable more precise skill-based routing to connect customers with agents who have the appropriate expertise.
Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024
New and enhanced features
- Admin features
- Configure unsubscribe link for outbound emails
Admins can configure the unsubscribe experience for end-consumers receiving outbound emails from Zoom Contact Center. They can choose to send consumers to a different URL to answer questions or display a message. The unsubscribe link settings are enabled by default for outbound emails in email preferences. Admins have the option to edit the unsubscribe link settings and experience. This feature helps businesses comply with applicable requirements for commercial messages, and improves email deliverability by allowing recipients to opt-out. - Support for various data types in Script widget
The Script widget in Zoom Contact Center recognizes and supports Number, Boolean, and Date data types. Admins and bot flow designers can write JavaScript code to create variables, perform computations, and manipulate data of these types when making API calls and processing responses. - Enhanced API connectivity for Info Retrieval
Admins can add custom HTTP headers for Info Retrieval. This allows AI Expert Assist's Info Retrieval feature to support a wider variety of APIs and enhances the compatibility with third-party systems. - Enhancements to Set Variables widget
Admins can set a global or custom variable by manually entering a value or passing a variable from another widget using the Set Variables widget. The Set Variables event provides detailed information about the variable type, variable group, variable name, and the new value. If the variable preference is set to mask the value, the value is displayed as [Masked Value] to ensure confidential information is not revealed. This enhancement allows admins to easily manage and configure variables for their Contact Center workflows. - Audio settings for waiting room videos
Account owners and admins can enable or disable audio for videos played in the waiting room experience. If enabled, the audio plays automatically when the video starts for consumers on web, mobile, or kiosk devices. However, consumers have the ability to mute the audio if preferred.
Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024 - Provide Zoom Phone extension info for use in Launch URL
For inbound calls to Zoom Contact Center from Zoom Phone users, the caller's extension number is now available in launch URL system parameter. Admins can reference this parameter in the Launch URL setting of queues to enable screen pops or other integrations based on the caller's Zoom Phone extension. The extension number is provided for Ringing, Answered, and Ended trigger types of inbound calls. This allows better identification of Zoom Phone callers and tighter integration with CRM systems or other applications within Zoom Contact Center queues. - Enhancements to admin integration between Zoom Phone and Zoom Contact Center
Zoom Phone (ZP) admins can integrate Zoom Contact Center (ZCC) natively through the admin web portal. They can route calls to ZCC voice flows and numbers from auto receptionists, call queues, shared line groups, and other routing options. Admins can view and select published ZCC voice flows with assigned phone numbers. They can also set ZCC numbers as outbound caller IDs for users, rooms, and common areas. This feature provides a better platform integration between ZP and ZCC. - Voice queue survey trigger settings
Admins can set a time threshold from 1 second to 10 minutes for triggering voice queue surveys in Zoom Contact Center. The system measures the time between the Consumer Answer and Agent Hangup events for outbound voice calls. If the call duration is within the threshold, the survey will not be triggered. This feature ensures surveys are only triggered for meaningful calls, reducing unnecessary survey prompts. - Messaging queue alerts
Admins with queue management permissions can configure alerts for their messaging queues. Alerts can be set up for specific conditions like service level breaches, inbound overflows, and inbound declines. Additionally, alerts can be configured separately for each messaging source, such as Facebook or WhatsApp. This enables admins to closely monitor their messaging queues and receive timely notifications when issues arise, ensuring efficient management of their Contact Center operations. - Campaign targeting based on HTML language attribute
Admins can create web chat campaigns that are targeted based on the HTML language attribute on a given webpage. This functionality allows businesses to show or hide campaigns based on the language preference of their customers. The campaign targeting can be configured under the Targeting section of Campaigns, with the language attribute taking precedence after the URL setting. By leveraging this feature, businesses can ensure that their customers receive a personalized experience in their preferred language. - Save SMS conversation transcripts in CRM systems
Admins can enable or disable the automatic saving of SMS transcripts within the CRM systems, such as Zendesk, Salesforce, ServiceNow, and MS Dynamics 365. When enabled, agents using CTI connector can review the full context of their SMS interactions with customers within the CRM. The transcript is formatted with participant names, timestamps, and captioned text, and includes any attachments like files or images. Personally identifiable information (PII) can be redacted from the transcripts based on admin preferences. - Enhancements to variable loading in widgets
Admins can load variables in Flow widgets with clear distinctions between local, custom, and global variables. The loading process is optimized with lazy loading and infinite scrolling for a smoother experience. Furthermore, variable search functionality is enhanced providing a more user-friendly interface. - New Used In column in Queue page
Account owners and admins can see a new Used In column in the queue page, which displays the flows that each queue is assigned to. When deleting a queue, admins are informed of which flows use that queue. Additionally, clicking on a flow name takes the admin directly to that flow. This feature helps prevent accidental deletions that could impact existing configurations.
- Agent and consumer features
- Enhancements to work Sessions in Zoom Contact Center CTI Connector
The Zoom Contact Center CTI Connector enables agents to start and stop work sessions from integrated third-party applications like Salesforce, ServiceNow, MS Dynamics365, and Zendesk. Agents can set their status appropriately so their hours are reflected in reporting. Admins can enable session timeouts and force session ends if needed. This provides more robust work session management and accuracy in tracking agent hours and status from within CTI integrations. - Outbound (1-1) email engagements for agents
Agents and supervisors can initiate outbound (1-1) email engagements with consumers. They can search and select a contact from the address book or manually enter an email address. Agents can select a configured From email account and associate the outbound email with a queue. Supervisors can view the engagement direction as Outbound in the engagements tab. Agents cannot send emails to unsubscribed consumers. - Synchronized work session tracking for agents across all platforms
Agents can end their work sessions from any platform, including the desktop app, web client, or embedded client, with the system automatically syncing the work session status across all platforms the agent is logged into. Admins can see the client details used for the last sign-in or sign-out in the usage reports. This ensures accurate tracking of work hours, especially for customers with concurrent licenses.
Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024 - Consumer engagement history across channels
Agents and supervisors can view the engagement history for consumers for multiple channels, including email, authenticated messaging, and social media. The engagement history is linked based on the consumer's unique identifier, such as email address, authenticated consumer ID, or social media ID. Agents and supervisors can access key details like engagement duration, events, assigned agent, notes, and conversation summary. This allows agents to better understand the consumer's journey and provide personalized service.
Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024 - Add transfer note to be displayed in notification to transferee
Agents can add an optional note when transferring an engagement to another agent. The note provides relevant context to the receiving agent, allowing them to better understand the situation and assist the consumer more effectively. Agents can cancel the note before completing the transfer. The note has a maximum length of 30 words or 114 characters and is included in the inbound notification to the receiving agent.
Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024 - Enable sending MMS/image as first outbound message
Users with permission to send outbound SMS/MMS can send MMS messages, including images, as their first outbound message. Previously, only text messages could be sent as the first outbound message. This feature enables users to share visual content like holiday greetings or other images from the initial outbound message.
Note : This feature will not be immediately available, as it is dependent on the client release currently scheduled for August 19, 2024 - Enhancements to language detection for campaigns
Consumers can engage with multi-lingual campaigns in their preferred language more reliably. The language detection feature converts any detected 2-digit language codes (for example, 'en' for English) to the corresponding supported ISO language code (for example, 'en-us'). This allows the bot to display in the correct language, even when the consumer's settings do not include the locale. However, if an unsupported 4-digit code is detected, the feature maintains the default campaign language. - Enable WebRTC core window for agents
Agents can enable or disable the WebRTC core window for handling engagements from the CTI connector. By default, the setting is disabled, allowing agents to handle engagements without a separate core window launching the WebRTC connection. When enabled, a separate core window opens to launch the WebRTC connection for handling engagements. This provides flexibility for agents to choose their preferred method of handling engagements.
Resolved issues
Note: The Team filter on the Closed Engagements page and Enhancements to call recording permissions features have been pulled from release due to issues with deployment and will be available in another upcoming release.
Resolved issues