Using clinical notes in Zoom Contact Center

Clinical notes in Zoom Contact Center (ZCC) allows licensed clinicians to generate AI-assisted clinical notes during voice engagements with patients. Notes are automatically generated and saved to the clinician's Clinical Notes library in the Zoom Workplace desktop app after an engagement ends.

Supported voice engagement types include inbound calls, outbound calls, and transfers, with only one clinician and one patient on the line.

Requirements for using clinical notes in Zoom Contact Center

• Zoom Workplace desktop app: Global minimum version or higher
• Zoom Contact Center license
• Clinical notes add-on license
  • Subscription-based: Includes unlimited clinical notes generation.
  • Prepaid: The customer purchases a set number of notes (for example, 1,000 or 3,000). The quota is shared across Zoom Meetings and Zoom Contact Center. For example, if a customer purchases 1,000 notes and generates 100 through Zoom Meetings and 100 through Zoom Contact Center, the total usage is 200 notes, leaving 800 remaining.
• Clinical notes must be enabled at the account level by an admin.
• Clinical notes must be enabled on the applicable voice queue by an admin with the appropriate permissions.

Limitations for using clinical notes in Zoom Contact Center

• Clinical notes are supported for voice channel only. Video channel is not currently supported.
• Warm transfers and conference calls, which typically involve three or more parties, are not supported.
• Generated clinical notes cannot be accessed from within the Zoom Contact Center agent workspace, only from the dedicated Clinical Notes tab within Zoom Workplace desktop app.
• Pausing, resuming, or ending clinical notes does not automatically pause, resume, or end live transcription.
• The prepaid license quota is shared across Zoom Meetings and Zoom Contact Center.

How to generate a clinical note

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the Contact Center tab .
   Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center .
3. Start or receive a voice engagement.
4. When an engagement is connected, open the Clinical Notes tab in the right navigation panel.
5. Select a clinical notes template from the assigned templates.
6. Enter the patient's name, gender, and date of birth before starting.
7. Click Start to begin recording the clinical note.
   • Starting clinical notes also starts live transcription if it is not already active.
   • A notification is sent to both the clinician and the patient when clinical notes is started, paused, resumed, or ended.
   • Voice channel: A voice prompt is played to the patient.
8. Use the Pause and Resume controls as needed during the engagement.
9. Click End to stop clinical notes when the engagement is complete.
   • The clinical note is generated within 60 seconds and saved to the user's Clinical Notes library.
   • A notification is sent to the clinician indicating whether the note was successfully generated or not.

How to access generated clinical notes

1. Sign in to the Zoom Workplace desktop app.
2. In the navigation bar, click the Clinical Notes tab .
   Note: If you do not see the Clinical Notes tab , click the More tab, then click Clinical Notes tab .
3. Click the Review or Completed tab.

Notes:

• Only the clinician who generated the note can access it.
• Each clinical note generated from Zoom Contact Center has an engagement ID attached to it for reference.
• Clinical notes generated from Zoom Contact Center have feature parity with notes generated from Zoom Phone or Zoom Meetings.