Enabling the Zoom Contact Center agent workspace
Zoom Contact Center introduces a redesigned agent workspace that organizes the agent desktop into three dedicated workspaces, replacing the single right-hand panel with a clearer layout that works across all engagement channels for understanding the consumer, engaging in the conversation, and executing tasks. This experience replaces the previous agent desktop experience introduced in February 2026. Customers on the previous preview must migrate to the new agent workspace through Feature Release Controls.
Requirements for enabling the Zoom Contact Center agent workspace
What agents see in the new workspace
Middle panel updates
New workspace tabs appear along the top of the agent desktop, including any Zoom App workspaces configured by the admin. Agents always land on the Engagement workspace by default when they accept an engagement.
- Consumer workspace: Consolidates consumer identity, history, and context. Agents complete consumer-related actions here, such as creating or updating address book contacts. The workspace also displays engagement details and the active engagement thumbnail for quick reference.
- Engagement workspace: The primary surface for engaging with the consumer, containing the conversation interface, engagement highlights, and related tools. It includes the Recent Engagements card with sentiment and summaries for the last five engagements, the Engagement Highlight card with up to 10 engagement variables, and enhanced Engagement History in the right panel.
- Zoom App workspace (Optional): Gives a Zoom App its own full-screen workspace. Admins can configure up to two Zoom App workspaces per queue.
Right navigation and right panel updates
The agent workspace introduces several changes to the right panel:
- Consumer information: The Profile tab is no longer the default tab displayed inside the right panel. Agents can access consumer information by clicking the Consumer icon
in the workspace navigation to open the Consumer workspace, which shows the full consumer profile, historical engagements, and interactions over time. A quick preview is also available by hovering over the recent engagements icon. - Engagement details: The Engagement tab has evolved into Engagement details, providing agents with a unified view of session variables and events tied to the current interaction.
- Engagement history: The right-side engagement history panel has been updated to provide agents with more information, including transcripts, attachments, variables, and a View Details option. Agent can also search transcripts or messages by keyword.
- Checklist and AI Expert Assist: The checklist is now its own separate section, distinct from AI Expert Assist, which has its own dedicated area in the workspace.
- Engagement notes: A new Notes panel lets agents add notes in real time during an active engagement, instead of waiting for wrap-up. Notes can still be added on the wrap-up screen, so agents can capture context live or consolidate afterward.
Wrap-up screen in the left panel
The wrap-up screen has been redesigned. Wrap-up is now handled in its full-screen space in the center, with a combined Save and Close Wrap Up action.
These workspace concepts and feature updates apply across all engagement channels.
How to enable the agent workspace
To view the Feature Release Controls section under the Account, users must have Read or Edit access to Feature Release Controls in Role Settings. To access the CX Management tab, users must also have Read or Edit permission for Feature Release Controls in the Contact Center Access Controls tab.
To enable the agent workspace:
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click Account
then Feature Release Controls. - Click the CX Management tab.
- Click New agent workspace UI experience.
- Click the Enable feature toggle.
- Click Enable.
- Click the Account, Teams, or Users tab, then select where you want to enable the feature.
If the CX Management tab appears empty, the agent workspace feature has not yet been made available on your account. It will appear automatically on or after August 21, 2026. The previous new agent preview rollout control section under Contact Center Management > Preferences is deprecated once Feature Release Controls is enabled. Once you enable the agent workspace through Feature Release Controls, the old toggle becomes read-only.
How to configure the workspace
Add Zoom App workspace
You can configure which Zoom Apps appear as dedicated workspaces under the queue's Policy tab.
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click CX Management
. - Click Contact Center then Queues.
- Search for and select your queue.
- Click the Policy tab.
- Scroll to the Workspaces section.
- Click Discover and select the Zoom Apps you want to assign as dedicated workspaces.
Note: Admins will only see Zoom Apps in the workspace dropdown if the app is installed in their Zoom Marketplace account and assign to this specific queue. If a Zoom App does not appear in the dropdown, verify that it is installed and assigned to the queue, not just for agents.
How to configure the Engagement Highlights widget
Customers transitioning from the original Zoom Contact Center interface need to configure which variables display in the Engagement Highlights card. You can also set your preferred default option for the right panel.
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click CX Management .
- Click Contact Center then Queues.
- Search for and select your queue.
- Click the Policy tab.
- Scroll to the Engagement Highlights section.
- Select the variables you want to display in the Engagement Highlights card during engagements.
Customers who configured variable settings in the previous preview will have those configurations automatically carry over to the Engagement Highlights widget in the new agent workspace.
How to enable the control consumer history
Admins can control whether agents are able to view the history of consumers, and set how long that history is retained before it is hidden.
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click CX Management .
- Click Contact Center then Preferences.
- In the General Settings section, scroll to Consumer History.
- Click the Allow history of consumers to be viewed by Contact Center users toggle.
- Click Enable.
- Next to Hide history after, click the dropdown to set how long consumer history remains visible before it is hidden. You can set the retention period for up to 12 months.
- Click Save.
The new voice workspace was introduced in February and was initially available to existing customers upon request. Accounts created after February received the new workspace by default. As a result, existing accounts may be using either the original workspace or the new voice workspace.
If your account is already using the
February voice workspace, this update extends the same experience across additional channels. If your account is still using the original workspace, this update introduces a more significant change to the agent experience. Before planning enablement, confirm which workspace your account currently uses. If you're unsure,
contact Zoom Support for assistance.
