Release notes for January 14, 2023

Last Updated:

Release notes for Zoom Contact Center

Changes to existing features

  • Maximum audio file size
    Account owners and admins can add audio files up to 10MB in size for media in voice queues. Previously, the maximum file size was 2MB. This feature must be enabled by Zoom.

New and enhanced features

  • Administrator features
    • Enhancement to flow events handling
      The following events are available for handling using scripts under Start widget in voice flows to provide admin ability to define specific actions when the event is invoked:
      • Engagement started
      • Engagement recording started
      • Engagement recording ended
      • Engagement transcription started
      • Engagement transcription ended
      • Voicemail saved
    • Enhancements to Service Level metric
      Account owners and admins can customize the Service Level metric in account and queue settings. They can also include or exclude short-abandoned and long-abandoned calls in the Service Level calculation. In addition, the Service Level widget is available in the historical queue chart report and agent report.
    • Wallboard tile for agent availability and performance
      Account owners and admins can add analytics wallboard tiles that display agent availability and performance metrics like the agent status and duration in that status. They can also set thresholds so there’s a visual cue if an agent exceeds a target metric.
    • Multi-queue wallboard views and tiles
      Account owners and admins can customize the analytics wallboard to filter specific tiles to only display data for a selected queue.
    • Video engagement events
      Account owners and admins can view the following events in the engagement log:
      • Supervisor monitors a video engagement (barge, listen, whisper)
      • User warm transfers a video engagement
      • Agent selects a skill while transferring to another agent
      • Agent transfers voice engagement to voicemail
    • New queue metrics
      Account owners and admins can use the agent report to view queue metrics on missed, declined, and abandoned calls.
    • Quality of Service dashboard for video
      Account owners and admins can view logs and charts to monitor the video quality of engagements.
    • Enhancement to voice callbacks
      When configuring callback for voice queues, account owners and admins can enable a setting to allow callers to provide a different number for callback than the one used for the inbound voice engagement. This feature must be enabled by Zoom.
    • Set the time to accept callbacks
      Account owners and admins can use queue settings to specify the amount of time that consumers have to accept a callback option after they are offered one.
    • Audio-only recordings for video engagements
      Account owners and admins can change recording settings to only enable audio recordings for video engagements, or enable both audio and video recordings. Users with the relevant privileges can playback recordings using the engagement log in the web portal or Closed engagements tab in the desktop client.
    • Partial automatic recordings
      Account owners and admins can change recording settings to only record a certain portion of all engagements (for example, 30%, 50%, or 70%). Users with the relevant privileges can playback recordings using the engagement log in the web portal or Closed engagements tab in the desktop client. Note: In this release, the setting is only available at the account level. If enabled, it will apply to all queues in the account. The queue-level setting will be added in a following release.
    • Suppress Zoom notifications
      Account owners and admins can enable an account-level setting so that agents will not receive inbound Zoom Phone or Zoom Meeting notifications while they are in an active voice or video engagement. This feature requires client 5.13.5, which is scheduled for release on January 16.
    • Offsite campaigns
      Account owners and admins can generate an offsite URL for each campaign, then embed these URLs in email, social media, and other digital advertising. This allows consumers to easily access a chat or video campaign.
    • Enhancements to audio settings
      All default audio settings have play and edit options so that account owners and admins can easily playback default media or change it.
    • Display caller ID name for external calls
      When account owners or admins configure the Route To widget to route to an external phone number, the receiving party will see the original calling party’s caller ID name.
    • Australia and New Zealand phone numbers
      Account owners and admins can purchase toll-free and virtual numbers for Australia and New Zealand.
  • Agent and consumer features
    • Feature support for mobile browser engagements
      Consumers can use chat and share files during video engagements using a mobile browser.
    • Supported features for in-app video
      Consumers can use the following features when joining an in-app video engagement.
      • Enable or disable closed captions and transcription.
      • Request a call back and view the rejoin link.
      • Use Waiting Room chat. Supervisors can chat with the consumers in the waiting room for in-app video engagements. When an agent is assigned to the engagement, they will see the Waiting Room chat so they have context on what was discussed.

Resolved issues

  • Minor bug fixes

Release notes for Google workspace add-on

New and enhanced features

  • Support for scheduling meeting with continuous meeting chat
    Meeting hosts can schedule a meeting and invite contacts, which are added to both the calendar event for the meeting and the dedicated Team Chat group chat. This group chat and its messages are accessible before, during, and after the scheduled meeting. This feature must be enabled by Zoom. 

Resolved issues

  • Resolved an issue where the Join button is unable to parse the Zoom join link from anywhere but the description field.

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