This page covers Zoom Contact Center web portal releases. For Zoom Contact Center client releases, refer to client release notes.
Upcoming Release
Details about upcoming releases will be posted as they become available.
May 12, 2024
New and enhanced features
- Admin features
- Configure exclusions in Quality Management
Account owners and admins can configure exclusions in Quality Management to prevent certain interactions from being analyzed and displayed. Exclusions can be set based on phone number, phone prefix, direction, and duration. Interactions matching any of the configured exclusions will not be shown in Quality Management. This allows customers to omit sensitive recordings as needed. The new exclusion settings provide more control over which interactions are included in Quality Management.
Current Release
April 18, 2024
New and enhanced features
- Admin features
- Require agents to acknowledge evaluations
Admins can configure whether agents are required to acknowledge an evaluation that has been completed for them. When enabled, agents will receive email notifications when they have a new evaluation to acknowledge. Agents can review and acknowledge their evaluation scores. If the acknowledgement time limit is reached, evaluations will be auto-acknowledged. This feature ensures agents have visibility into their evaluations and provides confirmation that they've reviewed their scores. - Export filtered interaction list as CSV file
Admins and supervisors can export the interaction list table data to a CSV file. The exported CSV data will reflect any filters applied such as date range, allowing users to get a filtered subset of interactions. This makes it easy to analyze large amounts of interaction data in external tools. Users can also share the CSV file with stakeholders who don't have access to Quality Management. The ability to export filtered interaction data saves time and provides more flexibility in analyzing interactions outside of the web portal.
Previous Releases
Note: The information in the past release notes may have been superseded by subsequent release notes. Please review all current release notes carefully.
March 7, 2024
New and enhanced features
- Admin features
- Indicator analytics
Admins and supervisors can gain insight into indicator mentions. The dynamic screen shows the frequency and percentage of interactions containing configured indicators, phrases, or keywords. They can view trends over time and filter the data by account or user. Drilling down into specific keywords provides transcript snippets to understand context. This enables users to proactively monitor interactions and proactively identify issues and trends without the need for manual searching. - Enhancements to calibration sessions
This release provides several enhancements to calibration sessions to give admins and supervisors more context and insights to make informed decisions during calibrations. Admins and supervisors can name calibration sessions for easier lookup later. The calibration score shows the average of completed evaluations. The completion percentage shows how many assigned evaluators have finished. When reviewing results, admins see the max score, chosen answers, and visual indicators of answer variance.
January 9, 2024
New and enhanced features
- Admin features
- Moments
Quality Management users can share a portion of an interaction recording (moment) and associated interaction details with a share link, allowing internal or external users to see the recording. - Enhancements to Evaluations and Calibrations
Users who have participated in a calibration for an interaction can also evaluate that same interaction. Previously, calibrators were unable to evaluate interactions they calibrated. This decouples calibrations from evaluations, so they are completely independent. Now, users can calibrate and evaluate the same interactions, providing more flexibility.
December 15, 2023
New and enhanced features
- Admin features
- Hold events
Quality Management users can track hold events for interactions. A hold event is when the agent places the caller on hold. Users can view the number of hold events, their associated durations, and see a visual indicator of these events in the media player for each interaction. This new capability helps admins identify and analyze the quality of the interactions. - Enhancements to interaction date filtering
Account owners and admins can filter interactions by the Today and Yesterday relative date ranges. This allows them to easily analyze and monitor recent interactions without manually selecting specific dates. Admins can quickly gain insights into emerging trends, topics, and quality issues from the past day or two. The new relative date filters provide a more convenient way to focus on recent interactions compared to manually selecting date ranges. - Configure page size
Quality Management users can adjust the page size to view more or fewer interactions per page. They can set the page size to 20, 50, or 100 interactions. This provides more flexibility to view and analyze interactions. The default page size is still 20. Configuring a larger page size allows users to scan through interactions more quickly. A smaller page size makes it easier to view detailed information for each interaction on one page.
November 3, 2023
New and enhanced features
- Admin features
- Enhancements to Performance Management
Admins and supervisors can reorder automation cards by dragging them on the Automations page. The order of the cards determines the priority of the automations when evaluating interactions. The first matching automation will be applied. On the Add/Edit automation page, several improvements have been made, such as adding ‘Video’ as a channel type option, renaming ‘Automation schedule’ to ‘Automation interval’, and updating the helper texts and labels for clarity and consistency. The automation name is now a hyperlink that leads to the interaction list filtered by that automation. There are also UI enhancements to make it easier to view data relevant to evaluations and calibrations directly from the review page. - Enhancements to offline (manual) interactions
Manual interactions have been renamed to offline interactions. The description field in offline interactions now supports rich text, allowing for more customizable formatting and easier readability. Offline interactions now open in a separate page to provide a more consistent experience with other channel types. Additionally, comments are now supported for offline interactions. - Enhancements to scorecards
Admins and supervisors can add an N/A (not applicable) option ro rating scale questions. This allows respondents to indicate a question does not apply. Secondly, the required toggle has been removed for all question types, as it is redundant with the N/A option.
- Agent and consumer features
- View evaluated interactions
Users can apply a filter to the My Interactions list to quickly see only interactions that have been evaluated and easily access the associated answers and total score.
October 13, 2023
New and enhanced features
- Admin features
- Track silence and talkover events in audio recordings
Account owners and admins can track silence and talkover events that meet a configurable time threshold in audio and video recordings using speech analytics. Silence and talkover events are periods of extended silence or multiple participants speaking simultaneously that meet a certain threshold. Users can filter and view the number of silence and talkover events for each interaction, as well as see a visual indicator of these events in the media player. This feature helps users identify and analyze the quality and effectiveness of the interactions. Silence/talkover events that are 3 or more seconds will be tracked. - Preview transcript for keyword search results
Quality Management users can see a preview of the transcript that contains the searched keyword(s) or the filtered indicator or topic on the Interactions page. This feature gives users more context and saves them time from navigating to the interaction detail page and finding the relevant portion of the transcript. They can also quickly access the interaction detail page.
September 18, 2023
New and enhanced features
- Quality Management
Zoom Quality Management is designed to help contact centers track and analyze customer interactions, measure agent performance, provide actionable insights, and proactively identify areas for improvement while maintaining organizational compliance. Quality Management is available to purchase by customers with a Zoom Contact Center license.