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Release notes for Zoom Contact Center

Last Updated:

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.

Current Release

May 27, 2023

View the daily release page for links to related support articles

Changes to existing features

  • Changes to phone numbers without SMS 10DLC campaigns
    For accounts with US/Canada virtual private numbers for SMS, account owners and admins must have an SMS 10DLC campaign assigned to the number for that number to be used as an entry point to a flow.

New and enhanced features

  • Admin features
    • Concurrent licensing
      Zoom Contact Center is introducing concurrent licensing, which provides a one-to-many license option where users can use a license from a shared license pool when they are actively using the Zoom Contact Center desktop client or web portal. Account owners and admins can access the licenses usage log to view overall concurrent license usage for each billing period. This feature is only available for accounts that have purchased a concurrent licensing plan.
    • Address verifications documents for number ordering
      When ordering toll-free and virtual service numbers for certain countries/regions, account owners and admins can upload the required documents to provide address verification.
    • SMS support for toll-free numbers
      Account owners and admins can assign US & Canada toll-free phone numbers as entry points for SMS flows. They can also see or add toll-free numbers that support SMS.
    • Specify caller ID for callbacks
      Account owners and admins can specify the outbound caller ID used for voice queue callbacks to the consumer. By default, voice queues use the flow entry point number as the caller ID. 
    • Localization for Queue menu text-to-speech prompts
      Account owners and admins can configure text-to-speech (TTS) menu prompts and greetings in other languages.
    • Enhancements to Collect Input widget
      There are several enhancements to the Collect Input widget:
      • When the type is set to Quick Reply, account owners and admins can set the No Match and Map Exit to Skill exit settings.
      • When Max Wait Duration is enabled for video or messaging flows, the default duration is 300 seconds (5 minutes). The max duration is 1,800 seconds (30 minutes).
      • UI text has been updated to be consistent across channels.
    • Disable default reason codes
      Account owners and admins can disable the default Not Ready reasons. Disabled reasons will still count towards the overall maximum reasons.
    • Account-level privilege
      The Contact Center Management privilege has been added to role management that grants access to the Zoom Contact Center web admin portal. Account owners will have this privilege by default. If they don't have a contact center license, they can only access user management. Other users may be granted this new privilege, but they must have a Zoom Contact Center license before they are able to access/edit Contact Center administration. This new permission also enables support for Delegated Account Administration of Zoom Contact Center. 
    • Role privilege for address book
      Account owners and admins can enable or disable agents' ability to add/edit address book contacts using the Zoom desktop client.
    • Role privileges for voicemail
      Account owners and admins can assign or unassign the following privileges for voicemails.
      • Voicemail Management (allow users to view voicemails in the inbox)
      • Play voicemail (allows users to playback the recorded voicemail file)
      • Assign voicemail to others
      • Download voicemail
      • Delete voicemail
      • Default roles have the following settings:
        • Admin: All voicemail privileges
        • Supervisor: All voicemail privileges except Delete voicemail
        • Agent: Only Play voicemail privilege
    • Communications Content Storage Location for SMS transcripts
      Account owners and admins can set the location where SMS transcriptions are stored using the Messaging Transcripts field on Privacy and Data Retention tab of the Preferences page for Contact Center.
    • Image editing tool
      Account owners and admins can use the image editing tool to resize, crop, and scale images when using images in campaign management, user profile pictures, and account settings.
    • Enhancement to hiding personal data
      If an account owner or admin configured the setting to hide personal data, data will also be hidden in the contact details pop-up in inbound notifications, engagement event details, and the upgrade engagement pop-up window.
    • Voicemail operation log
      Account owners and admins can view the voicemail operation log to track voicemail actions. This includes voicemails being assigned, re-assigned, resolved, or deleted.
    • Skills in routing and answering events
      The Route to Queue event in the events log shows the associated skills and proficiency levels used to route to the queue.
    • Enhancement to email subscriptions
      Account owners and admins set up email subscriptions for the queue interval report. They can subscribe on a daily, weekly, or monthly basis.
    • Enhancement to agent monitor and queue analytics
      Account owners and admins can view opted-out agents in a separate category in the agent monitor. They can also hover over agent statuses in the queue analytics report so that they have a better understanding of agents' availability.
    • Enhancements to data tables in queue chart & queue analytics
      Account owners and admins can drill in to better see missed, declined, and answered call offers.

Resolved issues

  • Minor bug fixes

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.

April 15, 2023

View the daily release page for links to related support articles

Changes to existing features

  • Display originating caller ID name for transferred calls
    When an agent or supervisor transfers a call to a Zoom Phone user, the Zoom Phone user will see the caller ID of the originating caller (consumer). When a Zoom Phone user transfers call to Zoom Contact, the agent will see the caller ID or the originating caller. Previously, they would see the caller ID of the user that transferred the call.
  • Queue selection enforced for direct video transfers
    If an agent transfers a video engagement to another contact center user, they can only transfer to users who are also members of at least one queue. If the agent is transferring to a user who is a member of more than one queue, they will be prompted to select the video queue that the engagement will be a part of.
  • Agents not allowed to change from Occupied to Ready
    Agents are not allowed to change their status from Occupied to Ready. They also can't change their status to Ready if they're on an active voice or video engagement and their status is Not Ready. This change is being implemented to avoid confusion when agents are on an active engagement, but can change their status to Ready.

New and enhanced features

  • Admin features
    • Events for skills in routing and answering
      Account owners and admins can view the engagement event log to view events on agent routing and the relevant required and optional skills. They can also view the associated proficiency level for each skill.
    • Multi-level disposition codes
      Account owners and admins can organize disposition codes into a multi-level structure to make it easier for agents to search and select a disposition.
    • Queue level setting for partial automated recording
      Account owners and admins can enable or disable partial recording settings at the queue level. Previously, the setting was only available at the account level. 
    • Enhancements to custom reason codes
      Account owners and admins can assign custom reason codes to specific queues or users, so that users see a certain set of relevant reason codes.
    • Take over video engagements
      Account owners and admins can enable or disable supervisors' ability to take over an active video engagement.
    • UI enhancements when deleting objects
      When account owners or admin deletes one or more objects, like a user, queue, or skill, there is a consistent deletion prompt to confirm deletion and provide details if the object can't be deleted.
    • Customize chat engagement window header
      Account owners and admins can customize the chat engagement window header with an avatar, image, title, and message. They can also customize the font color, type, size, and weight of the title and message. Account owners and admins can use the window header to display URLs that link to, for example, privacy policies and terms of use.
    • Assign voicemails
      Account owners, admins, and users who have permission can assign other users to work on voicemails left by callers. The assigned users can view, assign and resolve voicemails using the Zoom web portal and Zoom client. They can also assign voicemails to themselves, which is not controlled by a role permission. This feature must be enabled by Zoom.
    • UI enhancement to voicemail inbox
      Users will see visual indicators for the amount of unread voicemails and different voicemail statuses.
    • Phone labels for address book contacts
      Account owners and admins can add the following labels to phone numbers: Main, Work, Home, Mobile, and Other.
    • Enhancements to address book export
      There is no maximum file size or contacts number limit when exporting address book contacts.
  • Agent and consumer features
    • Enhancement to dispositions for voice engagement
      Agents can add a disposition to the engagement after the engagement ends with the agent, or the agent transfers the engagement to an external party, Zoom Phone user, Zoom Phone call queue, or Zoom Phone voicemail.
    • Opt out of SMS
      For accounts with US/Canada virtual private numbers for SMS, consumers can opt out of SMS by responding STOP to the associated number. Once a consumer opts out, agents will not be allowed to send messages to the consumer's phone number. Agents will see an error message stating that SMS can't be sent because the consumer has opted out. If the consumer sends a message to the phone number again, then agents will be allowed to send messages to the consumer again.

Resolved issues

  • Minor bug fixes

March 24, 2023

View the daily release page for links to related support articles

New and enhanced features

  • Admin features
    • Auto-answer inbound video engagements
      Account owners and admins can enable inbound video engagements to be automatically answered. This setting is available at the queue and account level. They can also enable the assigned agent's video to be auto enabled.
    • Enhancements to real-time monitor for voice
      Account owners and admins can use the real-time monitor to view real-time voice engagement, queue, and agent information.

Resolved issues

  • Minor bug fixes

March 18, 2023

View the daily release page for links to related support articles

Changes to existing features

  • Queue selection enforced for direct voice transfers
    If an agent transfers a voice engagement to another contact center user, they can only transfer to users who are also members of at least one queue. If the agent is transferring to a user who is a member of more than one queue, they will be prompted to select the voice queue that the engagement will be a part of.

New and enhanced features

  • Admin features
    • Local flow variables
      Account owners and admins can use the new flow variable panel to create local variables. They can also use this panel to view all variables (global, local) in the flow. They can use the Script or HTTP Call widgets to create and manage local variables that persist within a flow.
    • Interrupt while waiting in voice queue
      Account owners and admins can provide menu-based options that enable consumers to interrupt the voice queue media and leave voicemail, request a callback, return to the beginning of the flow, or redirect to a new flow. This feature must be enabled by Zoom.
    • Enhancement to estimated wait time prompts
      Account owners and admins can select from several languages when specifying the text-to-speech audio prompts for estimated wait times. Previously, these prompts could only be in English.
    • Enhancements to analytics role settings
      Account owners and admins can determine specific analytics and reports privileges for each role type. Admins can also enable custom roles to access any analytics functionality and define roles that align with an organization's roles and responsibilities.
    • Skills charts
      Account owners and admins can see visualizations of agent routing skills and consumer routing attributes. This allows them to understand which skills require the longest handling duration and which consumer attributes are the most common.
    • Enhancements to report filters
      Account owners and admins can filter real-time reports by a selecting a time filter with a rolling lookback period or since a fixed starting time. They can also filter agent reports and wallboard by custom statuses and sub-statuses.
    • Enhancements to email report subscriptions
      Account owners and admins can subscribe to email reports for queue data tables so they can have a record of queue data at certain points in time. They can also select up to 100 queues when subscribing to reports.
    • Customize new chat button
      Account owners and admins can customize the new chat button that appears in the web chat engagement window.
    • Enhancement to date formatting
      Account owners, admins, and users will see the correct date and time format in all Zoom Contact Center web portal pages as set in their Zoom profile settings.
    • Blurred video backgrounds
      Account owners and admins can allow all participants to enable or disable blurred backgrounds during video engagements. They can also set agents' video background to be blurred by default.
    • Upgrade web chat to voice
      Account owners and admins can enable or disable agents' ability to upgrade a web chat engagement to a voice engagement. They can also configure relevant settings for web chat engagements upgraded to voice.
    • Upgrade SMS to voice
      Account owners and admins can enable or disable agents' ability to upgrade an SMS engagement to a voice engagement. They can also configure relevant settings for the upgraded voice engagement, like dispositions, wrap-up time, recordings, and outbound caller ID.
    • Enhancement to address book search
      Account owners and admins can search address book contacts by name and number using the Zoom web portal.
    • Enhancement to Waiting Room chat for video engagements
      Account owners and admins can allow other roles to chat with consumers currently in a video Waiting Room. Previously, this feature was only available to admins and supervisors.
    • Controls for downloading chat transcript
      Account owners and admins can enable or disable consumers' ability to download or email the chat transcript when the engagement has ended. This can be configured in the chat engagement window settings of web chat campaigns. Previously, this feature was always enabled.
    • Enhancement to role privileges
      The following role privileges apply to SMS, web chat, and in-app chat engagements: transfer engagement, barge in on engagement, and take over engagement. Previously, these privileges only applied to voice and video engagements.
    • Enhancements to launching external URL
      Account owners and admins can change queue settings to automatically launch an external URL for inbound or outbound engagements for the video channel, and for inbound engagements for chat and SMS channels. They can also insert parameters to pass details about the consumer. Previously, this feature was only available for the voice channel. This feature will not be immediately available, as it is dependent on client version 5.14.0, currently scheduled for release on March 20.
    • Enhancement to filename format
      Recordings, transcripts, and inbox messages have a clear filename format containing the date, start time, and unique ID.
    • Enhancement to voicemail email notifications
      Account owners and admins can enable or disable voicemail email notifications for specific users. Previously, they could only enable or disable email notification for all users.
  • Agent and consumer features
    • Support for chatbot flows in chat flows
      Consumers can interact with chatbot flows on mobile devices if they are configured in web chat or in-app chat flows.
    • Support for screen share on mobile browser
      Consumers using an iOS and Android mobile device are able to see the agent's screen share on a mobile browser.
    • Callback indicator for integrations
      If an admin configures callback, agents will see the Callback label for inbound voice notifications when using the Salesforce and Zendesk integrations.
    • Voicemail support for integrations
      Agents using the Salesforce and Zendesk integrations can view inbox messages for inboxes they have access to.
    • Post-engagement workflow for voice call transfers
      Agents using the Salesforce and Zendesk integrations will be taken to the post-engagement screen after transferring the voice engagement to another agent. Previously, agents that transferred calls were not taken to the post-engagement screen to enter notes and dispositions.
    • Call monitoring support for integrations
      Supervisors can use call monitoring features (barge, monitor, whisper) from the Zoom desktop client on agents using the Salesforce or Zendesk integrations.

Resolved issues

  • Minor bug fixes

Note: The UI enhancements for Zendesk integration and Customize queue callback prompts features have been pulled from the release due to issues with deployment, and will be available in another upcoming release. 

February 25, 2023

View the daily release page for links to related support articles

Changes to existing features

  • Removal of dependency for address book contacts search
    When allowing agents to search through the address book, they don’t need to enable the Ungrouped users can search for any contacts setting in Team Chat account settings.
  • Removal of queue supervisor restriction
    Account owners and admins with the User Management or Queue Management privileges can add users assigned to the default agent role as a queue supervisor. Previously, users assigned to the default Agent role could not be added to queues as a supervisor.

New and enhanced features

  • Administrator features
    • Enhancements to agent interval reports
      Account owners and admins can view summarized agent activity metrics by the following intervals: 15 minutes, half-hour, hourly, daily, or weekly.
    • Enhancements to engagement events log
      Account owners and admins can view details on when asynchronous engagements (such as web chat, in-app chat, SMS) become deactivated from lack of consumer activity, and when they become reactivated when consumers resume activity. This enables admins to view the frequency in which engagements become inactive so they can correlate engagement interactions to agent statuses and capacity utilization. This also enables admins to build the data foundation to more accurately calculate handling duration and other metrics for asynchronous communication channels.
    • Handling duration metric
      Account owners and admins can view the average, shortest, and longest handling duration metrics in the real-time analytics dashboard and historical reports.
    • Multi-language support for audio prompts
      Account owners and admins can add text to speech (TTS) audio for different languages in the following places: Send Media widget, Collect Input widget, asset library, account-level preferences, and queue settings.
    • Enhancement to role selector
      The role selector on the User Profile page has been improved to include search as well improved visual indication of the default roles at the top of the list, followed by custom roles in alphabetical order.
    • Enhancements to launching external URL
      Account owners and admins can change queue settings to automatically launch a URL for inbound or outbound engagements for the voice channel. They can also insert parameters to pass details about the consumer. Previously, this feature was only available from the user level for inbound voice notifications. This feature will not be immediately available, as it is dependent on client version 5.13.10, currently scheduled for release on February 27.
    • Upgrade voice conference to video
      Account owners and admins can enable or disable agents' ability to upgrade voice conference calls to a video engagement.
    • Outbound video engagement
      Account owners and admins can enable agents to start a video engagement with an address book contact by sending a join link using SMS or email. This feature must be enabled by Zoom.
    • Force agent statuses
      Account owners and admins can enable or disable a setting to force agents' statuses to Not Ready when they accept a Zoom Phone or Zoom Meeting call. This setting is enabled by default.
    • Route chat flow to video flow
      Account owners and admins can configure the Route To widget in a chat flow to route to a published video flow.
    • Enhancements to address book import
      Account owners and admins can import up to 15,000 address book contacts at a time by uploading a CSV file. (The maximum CSV file size is 2MB). If the CSV file fails to import, there are improved error messages to explain why the import failed.

Resolved issues

  • Minor bug fixes

Note: The Enhancements to analytics role settings feature has been pulled from the release due to issues with deployment, and will be available in another upcoming release. 

January 14, 2023

View the daily release page for links to related support articles

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 barges in on 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

December 18, 2022

View the daily release page for links to related support articles

Changes to existing features

  • Video transcripts
    Account owners and admins can enable or disable transcription for video engagements. If enabled, they can allow users to view, download, or delete transcripts.

December 17, 2022

View the daily release page for links to related support articles

Changes to existing features

  • Automated routing announcement removed
    When a flow routes or overflows an engagement to a voice or chat flow, Zoom Contact Center will not provide an automated announcement that notifies the consumer they are being transferred. Account owners and admins can use the Send Media widget if they still want to have an automated announcement. This change applies to the following configurations:
    • In the flow editor, the Route To widget routes to another flow.
    • In voice queue settings, the overflow option is set to Overflow to Flow.
    • When an agent transfers a voice call to a flow.
  • Third-party bots moved to Integrations
    Third-party bot integration settings have been moved to the Integration Bots tab in the Integrations page.

New and enhanced features

  • Administrator features
    • WAV file for voicemail notification
      If account owners or admins set up voicemail email notification, they can choose to attach the voicemail in WAV format. This feature must be enabled by Zoom.
    • Set outbound caller ID in Route To widget
      If the Route To widget is configured to route to an external phone number, account owners and admins can set the outbound caller ID used to place the call. They can select a flow-based phone number or the original caller ID of the caller, or the caller ID of a voice queue.
    • Video engagement events
      Account owners and admins can view the following video events in the engagement log:
      • Upgrade voice engagement to video
      • Hold or un-hold
    • Automatic call distribution (ACD) metrics
      ACD engagements are those that are routed to an agent by a queue. Account owners and admins can view the allocation of ACD versus non-ACD voice engagements using historical agent reports. They can also filter for null queues (labeled as No Queue Used) in the agent report, voice call logs, and engagement logs.
    • Search and filter by engagement ID
      Account owners and admins can view the engagement ID in real-time and historical detail reports. They can also search and filter by the engagement ID to easily cross reference an engagement from the engagement log.
    • Enhancements to queue detail report
      The queue detail report has new filters and sortable fields. New filters include engagement events.
    • Enhancements to Service Level metric
      Account owners and admins can customize the Service Level metric in 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.
    • Conference call events
      Account owners and admins can view conference call events in the real-time engagement details and engagement log.
    • Identify conference calls in voice call log and charge report
      Account owners and admins can identify which engagement initiated a conference call in the voice call log and charge report. They can also see details like the associated duration and charge.
    • Enhancements to analytics wallboard
      Account owners and admins can customize the width of table tiles to condense the information displayed. They can also filter or sort table data within tiles, then save the filtered view.
    • Enhancement to phone number ordering
      If account owners or admins search for additional toll-free or virtual service numbers but none are available, they can request additional phone numbers by clicking a button that redirects them to a form.
    • Settings for engagements upgraded to video
      If account owners or admins enable the upgrade to video feature in a chat, SMS, or voice queue, they can configure the relevant video settings for upgraded engagements.
    • Auto-close messaging engagements
      Account owners and admins can configure when messaging engagements in a flow are automatically closed due to inactivity. This is set to 30 minutes by default.
    • Web chat typing indicator
      Consumers in a web chat engagement will see an indicator when the agent will actively typing a message. Agents will also see when consumers are typing in web chat. Additionally, consumers will see a typing indicator when flow messages are being sent. The length of the typing indicator for flow messages can be configured by the admin.
    • Account, queue, and flow business hours
      Account owners and admins can configure business and holiday hours from a central page and apply them to queues or flows. They can also set default business and holiday hours for the account.
    • Enhancement to voice call transferring
      When supervisors or agents transfer a voice call to another contact center user, they will be notified if the user is available. If the user isn’t available, they can transfer to another user or transfer to a voicemail inbox accessible by the user (if applicable). Also, filters have been added to the transfer interface so they can filter by queue, contact, or flows.
    • UI enhancements for controlling agent transfer options
      There are several minor UI enhancements to make it easier for account owners and admins to control the queue, users, or flows that agents can transfer to.
    • Role privilege for accessing address book in client
      Account owners and admins can enable or disable the Address Book tab privilege in role settings to control if agents can access the address book in the Zoom desktop client.
    • Support for global variables in consumer routing profiles
      When configuring global variables, account owners and admins can enable an option to use the variable in consumer profile profiles. After enabling, admins can add the variable as an attribute to a consumer routing profile and set relevant conditions.
    • Enhancements to video experience
      There are several enhancements to improve the video engagement experience for agents and consumers:
      • When ending an engagement, agents will be prompted to confirm before the engagement has ended.
      • When ending an engagement and there’s another user in the engagement, agents can change the host to that user.
      • When the engagement has ended, consumers will see a reason for the video engagement ending. They will also see the previous in-video chat messages.
    • Agent work sessions
      Account owners and admins can enable agent work sessions in account-level preferences. If enabled, agents will be asked to start a work session when they open the Zoom Contact Center desktop client, and can end it when finished. Admins can time out an agent’s session when they stop interacting with the Zoom Contact Center desktop client. Agents will have 3 minutes to choose to continue the session or they will be switched to an offline status. This feature must be enabled by Zoom.
    • Captions and live transcriptions
      Agents or consumers can turn captions on or off. Admins can enable or disable captions or live transcriptions using the web portal. This feature is only available in English. In addition, the existing closed captioning sizing settings in the Zoom desktop client apply to Zoom Contact Center engagements. Previously, agents were not able to change the size of closed captioning in Zoom Contact Center.

Resolved issues

  • Minor bug fixes

Note: The Video transcripts and Queue selection enforced for direct voice transfers features have been pulled from the release due to issues with deployment, and will be available in another upcoming release. 

November 19, 2022

View the daily release page for links to related support articles

New and enhanced features

  • Administrator features
    • Enhancements to flow widgets
      There are several enhancements for flow widgets. Account owners and admins can:
      • Specify multiple attributes for variables in the exit settings for Condition widgets
      • Duplicate an existing widget or group of widgets in the flow
      • Add exists to handle scenarios where the flow process fails (Send Media, Route To, and Script widgets)
      • Enable or disable the max wait duration for the Collect Input video widget
      • View warnings when there’s a overlap in the time period exit settings in a Condition widget connected to another widget
    • Enhancements to audio interrupt
      When account owners or admins add an audio interrupt file to a queue, they can select an option to loop the audio file until an agent is connected, and specify the amount of time between each loop.
    • Show variables in active engagements
      When configuring variables, account owners and admins can enable an option to display the variable in the Zoom desktop client. If enabled, the variable will display in the inbound notification and the Profile or Engagement tab during active engagements. This feature must be enabled by Zoom. This feature will not be immediately available, as it is dependent on client version 5.13.0, currently scheduled for release on December 12.
    • Assign multiple caller ID numbers to queues
      Account owners and admins can assign multiple outbound caller ID numbers for each queue. Agents will be able to select a caller ID number when placing outbound voice calls.
    • Feature support for mobile and in-app video engagements
      The Send Media and Waiting Room callback features are supported for mobile and in-app video engagements.
    • Setting for mirror video controls
      Account owners and admins can enable or disable the ability for agents or consumers to mirror their video during a video engagement. Previously, this was always enabled by default.
    • Rejoin video session
      Account owners and admins can enable or disable the ability for consumers to rejoin a video engagement after they drop due to network issues. When consumers drop from a video engagement, they can rejoin the engagement using the rejoin link. This feature is disabled by default.
    • Recording start after consent
      Account owners and admins can enable or disable recording consent for voice and video engagements. If enabled, recording will start after a consumer provides consent. The recording will not start in case the consumer leaves the call without providing the consent.
    • Voice recording transcripts
      Account owners or admins can enable or disable transcripts for voice recordings, as well as make them accessible to users. Users with appropriate privileges can access, download, and delete transcripts for closed voice engagements from the Zoom web portal or Zoom desktop client.
    • Enhancements to campaign invitation customizations
      Account owners and admins can customize the invitation button to display text alongside the avatar. They can also customize the font type and color.
    • Select campaign devices
      When editing campaigns, account owners and admins can select the devices that the campaign will display on (desktop, tablet, or mobile).
    • Preview campaign
      Account owners and admins can preview campaigns on their website before implementing it. They can preview the invitation, engagement window, and welcome screen.
    • Control agent transfer for chat, SMS, and video
      Account owners and admins can restrict where and to whom engagements in a given chat, SMS, or video queue can be transferred. Agents can view only the transfer options based on the defined queue configurations. Previously, this feature was only available for voice queues.
    • Embedded campaign invitations
      Account owners and admins can create campaigns with invitations that are embedded within a specific location on the brand’s website. Embedded invitations can be customized using CSS.
    • Enhancement to assigning agents to queues
      Account owners and admins can use the user profile page to assign agents as queue supervisors. Previously, they could only assign queue members in the user profile page. The user import tool will also support this feature.
    • Call queue default media
      Account owners and admins can change the default media while connecting a call and while agents transfer a call. They can also choose to play the standard ringback to be consistent with Zoom Phone.
    • Enhancements to caller ID name
      Account owners and admins can view a new column in the Assigned phone numbers page that displays the caller ID name of each phone number. They can also search through phone numbers using the caller ID name.
    • Callback metrics
      Account owners and admins can view callback metrics, such as the average and longest callback pending duration. They can also view engagements that are in a callback state.
    • Ring duration metrics
      Account owners can view the outbound and inbound ring duration for voice and video engagements. They can also view the ring response (accept, reject, missed call).
    • Engagement log columns and filters
      Account owners and admins can filter and sort for every major event and engagement dimension, so that they can identify outliers, a particular engagement, or engagements that meet compound criteria. They can also search for engagements across all channels. New filters include: agent, queue, flow, campaign, disposition, channel, event, country, and voicemail.
    • Voice call log
      Account owners and admins can view the voice call log to view additional details on voice engagements that are not available in other logs or reports. Available details include monitoring status and calls transferred from Zoom Phone.
    • Erase personal information from engagement log
      Account owners and admins can erase personal information from chat and SMS engagements. This will remove recordings and transcripts and will replace the consumer’s name, email, and phone numbers with obfuscated values. The original personal information cannot be recovered. Admins will still be able to search engagement IDs to view engagements, but won’t be able to view detailed chat and SMS information.

Resolved issues

  • Minor bug fixes

October 28, 2022

New and enhanced features

  • Agent and consumer features
    • In-app chat bot widget support
      In-app chat flows support chat bot flow widgets. In addition, the chat bot name and avatar configured by the admin will display in the in-app chat window.

October 22, 2022

View the daily release page for links to related support articles

Changes to existing features

  • Increased max limits for queues
    Account owners and admins can set a maximum wait duration of up to 12 hours. Also, each queue supports a maximum of 2,000 agents.
  • Change in maximum voicemail duration
    The maximum duration for each voicemail has been changed to 5 minutes.

New and enhanced features

  • Administrator features
    • Persistent global variables
      Account owners and admins can create global variables that persist across engagements or flows. They can create and set variables in flows, and the variable values persist across all engagements where it's referenced.
    • Pre-chat survey values mapped to global variables
      If a web chat has a pre-chat survey, consumer-entered values are mapped to global variables so they can be referenced in the flow.
    • Support for caller ID name
      Account owners and admins can view and edit the default caller ID name that displays for outbound calls. They can add a name if the field is empty, or change the name for each telephone number. They can also perform bulk edits to caller ID names for multiple numbers. The caller ID name is supported only in the US and Canada, and does not apply to toll-free numbers. The account-level default caller ID setting must be enabled by Zoom.
    • Enhancements to Waiting Room
      Account owners and admins can customize video engagement Waiting Rooms by adding slides (in PDF format) or audio. Previously you could add a video or image.
    • Hide personal data
      Account owners and admins can choose which user roles can view consumers’ personal information in engagements and reports. Personal data will be hidden only when participating in live text-based engagements and when viewing closed engagements, analytics, and voicemail inbox. This functionality does not extend to Zoom APIs or integrations with third-party applications.
    • Historical flow reports
      Account owners and admins can view historical flow reports to view voice flow metrics like contained flows, abandoned flows, and average duration.
    • Configure metrics for short and long calls
      Account owners and admins can set the duration used for brief outbound engagements, labeled in reports as short calls. This also automatically sets the duration for long calls and hang-up calls.
    • Agent skills in reports
      Account owners and admins can view the associated agent skills in reports including historical reports, real-time reports, and agent reports.
    • View voice call charges in the usage reports
      Account owners and admins can view the associated charge for voice calls if the call was metered from contact center usage reports (Account Management > Reports > Usage Reports > Contact Center > Activity > Calls).
    • Overflow to flow events
      Account owners can view overflow-to-flow events in the engagement log.
    • Enhancements to tables and bulk delete
      Tables in the Zoom web portal have been improved with more consistent drop-downs, sorting, search field sizing, filters, and ability to bulk delete.
    • Port out PIN
      Account owners and admins can view the assigned Port Out PIN in account-level settings. They do not need to open a ticket with the Zoom support team to request the Port Out PIN number.
    • Enhancement to data retention period
      If account owners and admins configure soft deletion (also known as recycle bin) for call recordings, recordings in the recycle bin can be viewed in the Recently Deleted Recordings section of the Recordings Log. When searching for a recording, it’s recommended they check the Recently Deleted Recordings section too. They can then recover deleted call recordings and transcripts.
  • Agent and consumer features
    • Change real-time reporting trailing period
      Agents can specify the trailing time period for calculating metrics in the agent view of the real-time analytics dashboard. Previously, only admins could adjust this time period.
    • Enhanced mobile web chat experience
      The web chat experience has been improved for consumers using mobile devices. Improvements include a more responsive web chat window and the ability to minimize or expand the web chat window.
    • Enhancements to video experience from mobile device
      Waiting Room is supported for consumers joining a video engagement from a mobile browser.

Resolved issues

  • Minor bug fixes

Note: The BYOC numbers for SMS feature has been pulled from the release. It will be available in another upcoming release. 

October 6, 2022

New and enhanced features

  • Zendesk integration
    Account owners and admins can integrate Zoom Contact Center with Zendesk to allow agents to access contact center functionality within the Zendesk application.

September 25, 2022

New and enhanced features

  • Flow widget support for mobile and in-app video engagements
    The following widgets are supported for mobile and in-app video engagements: Collect Input (visual IVR), Send Media, Route To, Condition, Http Call, Script and Set Variable widgets. Customized Waiting Rooms are also supported on in-app video engagements.

September 17, 2022

View the daily release page for links to related support articles

New and enhanced features

  • Administrator features
    • New script engine
      Zoom Contact Center is rolling out a new script engine which will introduce a new syntax. Existing scripts will not be impacted. However, new script widgets must follow the new syntax. Refer the Script widget article for more information
    • Overflow to another flow
      Account owners and admins can change queue settings so that when overflow is applied, the engagement overflows to another flow. This enhancement applies to voice, web chat, and in-app chat channels.
    • Enhancement to longest idle call distribution
      Account owners and admins can specify the call distribution algorithm for the longest idle distribution method for voice and video queues. They can select longest idle time since agents’ last ring, or longest idle time for agents since their status changed from Not Ready.
    • Variable-based routing for outbound calling
      If account owners or admins customized a Route To widget to route to an outbound call, they can specify a variable as the target number.
    • Queue data in flow editor
      Account owners and admins can access different types of queue data to use for flow routing. For example, the number of agents, max wait time, or number of current engagements.
    • Add interrupt messages for media while connecting
      Account owners and admins can add multiple messages that interrupt the audio set as the Media while connecting. This can be used to notify consumers that their call is still being routed to an agent.
    • Control file sharing in chat engagements
      Account owners and admins can enable or disable agents’ ability to share files in active web or in-app chat engagements.
    • Kiosk integration for video engagements
      Consumers can initiate video engagements from the Zoom Kiosk devices and speak with agents/virtual receptionists. This feature is supported on Windows Touch Zoom Rooms, iPad Zoom Rooms, and Neat Touch Appliances.
    • Launching a URL during inbound calls 
      Admins can change user settings to automatically launch a URL when they receive a voice call. They can also insert parameters to pass details about the consumer. This feature must be enabled by Zoom.
    • Multi-channel campaigns
      Account owners and admins can create campaigns that allow them to configure multiple channels (web chat, video, voice, and SMS). When consumers click a multi-channel campaign, they can select which channel they want to connect to.
    • Control agent transfer options
      Account owners and admins can control which queues, contact center users, or flows that agents can transfer engagements to.
    • General availability of automatic and ad hoc voice call recording
      Account owners and admins can control automatic and ad hoc recording at the account or queue level. They can also playback recordings using the engagement log in the web portal or Closed engagements tab in the desktop client. If enabling automatic recording, they can set whether to automatically record inbound, outbound, or both inbound/outbound calls. Admins can also enable the audio prompt to collect consumers’ consent to being recorded.
    • Recording privileges
      Account owners and admins can use role management to customize the recording privileges of users such as access, play, download, and delete recordings. They can also view a list of users with their recording privileges at the account or queue levels.
    • Stereo audio for voice recordings
      Account owners and admins can change if voice recordings are recorded in stereo or mono. Stereo audio recording is enabled by default.
    • Agent charts and tables for Wallboard
      Account owners and admins can add agent charts and tables to the analytics Wallboard to better track metrics like agent status and capacity.
    • New metrics for real-time analytics
      The following voice metrics have been added to the real-time analytics dashboard for active calls: longest wait duration, longest hold duration, and longest talk duration..
    • Enhancement to abandoned engagement metrics
      Short and long abandoned metrics are calculated based on the length of time the engagement spends in the queue, ignoring any duration in the flow. This results in a more accurate Service Level metric.
    • Wallboard Digital Signage integration
      Account owners and admins can display contact center analytics Wallboards on Zoom Room Digital Signage.
    • Activity reporting by interval (video, chat, and SMS)
      The Queue Interval Report is available for video, chat, and SMS channels. Account owners and admins can use this report to summarize activity reporting and specify results by time intervals. The report sorts the results into a tabular format and can be exported as a CSV file.
    • Enhancements to channel reporting structure
      Analytics and reports for web chat, in-app chat, and SMS have been consolidated to the Messaging tab to better organize similar channels.
    • Change real-time reporting trailing period
      Account owners and admins can specify the trailing time period for calculating metrics in the real-time analytics dashboard.
    • Separate settings for opt-out and Not Ready status reasons
      Account owners and admins can enable or disable queue opt-out reason codes separately from Not Ready status reason codes. Previously, these were combined in a single setting, requiring both to be enabled or disabled at the same time.
    • Enhancements to dispositions
      If account owners or admins don’t add any dispositions to a queue, agents will not see the dispositions option in the desktop client. Additionally, account owners and admins can set any added disposition as the default disposition, including those added in disposition sets.
    • Enhancements to tables
      Tables in the Zoom web portal have been improved with more consistent drop-downs, sorting, search field sizing, and filters.
    • Enhancement to phone numbers search
      The search feature on the phone numbers page will return relevant matches regardless of the phone number format used in the search field.
    • Set default status after missed engagement
      Account owners and admins can set a default status when an agent misses an engagement. This feature requires client version 5.12.0 or higher.
    • Enhancements to voice call metering
      There are enhancements to voice call metering to reduce the amount of double charging for calls originating from Zoom Phone or Zoom Contact Center then transferred to another internal user.

Resolved issues

  • Minor bug fixes

Note: The Flow widget support for mobile and in-app video engagements and Hide personal data features have been pulled from the release. They will be available in another upcoming release. 

September 9, 2022

New and enhanced features

  • Salesforce integration
    Account owners and admins can integrate Zoom Contact Center with Salesforce to allow agents to make or receive engagements from Salesforce. They can also set up contacts to sync between the Zoom Contact Center address book and Salesforce.

September 2, 2022

New and enhanced features

  • Solvvy chat bot integration
    Account owners and admins can integrate Zoom Contact Center with Solvvy to enable consumers to interact with Solvvy chat bots.

August 21, 2022

View the daily release page for links to related support articles

New and enhanced features

  • Administrator features
    • Enhancements to flow editor
      There are several enhancements to the versioning and debug feature in the flow editor. Account owners and admins can:
      • Create a draft version by copying a published version
      • Reinstate an archived version to use as a draft or published version
      • Exit debug mode
      • View the flow description in the flow list view
    • Enhancements to mapping exist to skills in flow editor
      Account owners and admins can search and sort in the Map Exit to Skill section of the Collect Input and Condition widgets, allowing them to easily find the skill category and skills.
    • Export and import flow
      Account owners and admins can export a published flow as a JSON file. They can also import a JSON file to create a new draft flow.
    • Third-party chat bot integration
      Account owners and admins can integrate Zoom Contact Center with Google Dialogflow ES or Amazon Lex to enable consumers to interact with these chat bots. This feature must be enabled by Zoom.
    • Enhancements to consumer routing profiles
      When using address book variables in consumer routing profiles, account owners and admins can view variable groups by system or custom variables, search for variables, and export a list of variables as a CSV file.
    • Slide media type
      Account owners and admins can add or edit PDF files (also known as slides) to the asset library. They can use slides in the flow editor.
    • Enhancements to callback for video engagements
      If callback is enabled for a video queue, account owners and admin can allow consumers to receive the callback notification using SMS or phone in addition to email. Consumers can decline a callback request using SMS or email
    • Support for mobile web browsers
      Consumers can join video engagements from a mobile web browser.
    • Outbound queue configuration
      Account owners and admins can configure the following outbound queue settings to control how agents are placing outbound voice calls:
      • Enable or disable outbound calling for each queue
      • Set the default outbound queue for each agent
    • Enhancements to asset management
      Account owners and admins can view details on where assets are used; for example, in the flow editor, queue, or inbox. They will also see a warning message when editing or deleting an asset that’s in use.
    • Archive assets
      Account owners and admins can archive assets then recover archived assets or permanently delete an asset.
    • Share file in chat during video engagement
      Account owners and admins can enable or disable the ability for agents and consumers to share files in chat during an active video engagement. This feature requires client version 5.11.9 or higher.
    • Enhancements to internal calling from Zoom Contact Center to Zoom Phone
      Account owners and admins can enable supervisors and agents to make outbound calls and transfer calls by entering a name for contact matching. The system matches the name to the account’s Zoom Phone Contacts and locates matches for the contact. The system displays matches for contacts containing an extension or phone number, then supervisors and agents can select the correct contact and number combination. If a matching name does not include an extension or phone number, then they don’t display as a match. This feature requires client version 5.11.9 or higher.
    • Enhancements to external voice calling
      Account owners and admins can enable supervisors and agents to make outbound calls and transfer calls by entering a name for contact matching. The system matches the name to the Zoom Contact Center address book and locates the PSTN number for the contact. The system displays matches for contacts containing a phone number, then supervisors and agents can select the correct contact and number combination. If a matching name does not include a phone number, then they don’t display as a match. This feature requires client version 5.11.9 or higher.
    • Email notifications for voicemail
      Account owners and admins can allow agents to receive email notifications when voicemails are received. This setting can be changed at the account or inbox level.
    • Control visibility of monitoring notification banner
      Account owners and admins can enable or disable banners that notify agents when a supervisor begins listening or whispering during the engagement.
    • Assign same phone numbers to a voice and SMS flow
      Account owners and admins can assign the same phone number as the entry point to one voice flow and one SMS flow. This allows consumers to call or text the same phone number to reach the flow.
    • Customize welcome screen image
      When uploading a new welcome screen image from their computer, account owners and admins crop the image so that it fits in the chat engagement window.
    • In-app messaging channel
      Account owners and admins can create and configure flows and queues for the new in-app messaging channel. This channel is for chat flows that are embedded in an app.
    • Data retention period
      Account owners and admins can define the data retention period for Zoom Contact Center data including voicemails, recordings, transcriptions, and chat/SMS messages. After the defined data retention period, data is auto deleted. They can also configure soft deletion (also known as recycle bin) and permanent deletion.
    • Activity reporting by interval (voice only)
      Account owners and admins can use the Queue Interval Report to summarize activity reporting and specify results by time intervals. This report sorts the results into a tabular format and can be exported as a CSV file. This feature applies to voice channels only.
    • Metric for first response delay
      Account owners and admins can view new metrics for reporting SMS and chat message initial response delays. The first response delay measures the amount of time it takes an agent to respond to a consumer’s initial message in a messaging channel engagement. These metrics are available in historical reports, real-time analytics, and agent reports.
    • Events for callbacks
      Account owners and admins can view events on callbacks so that they can better understand callback attempts.
    • Export metered SMS log
      Account owners and admins can export the metered SMS log as a CSV file.
    • Recordings log (Beta)
      Account owners and admins can manage all of their recordings from a centralized control center. They can also select multiple recordings and mass delete recordings to free up storage space and to meet their organization’s compliance and recording retention policies. This feature must be enabled by Zoom.
    • Enhancements to waterfall chart
      The waterfall chart in the real-time analytics dashboard has been improved to better display the engagements at the beginning and end of the specified time period. 

Resolved issues

  • Minor bug fixes

Note: The Salesforce integration feature has been pulled from the release because the Salesforce Appexchange listing is still pending. It will be available in another upcoming release. 

Note: The information in the past release notes may have been superseded by subsequent release notes. Please review all current release notes carefully.

July 16, 2022

View the daily release page for links to related support articles

New and enhanced features

  • Administrator features
    • Enhancements to global variables
      When viewing custom or global variables, account owners can view or set global variables in the flow editor using widgets or a script.
    • Engagement ID variable in flow editor
      Account owners and admins can reference a specific engagement using the associated engagement ID in the flow editor.
    • Enhancement to HTTP and Script widgets in flow editor
      Keys, secrets, and other credentials are hidden by default in HTTP and Script widgets. Account owners and admins can also define global variables for these credentials so they’re not visible if a value is assigned to them.
    • Set consumer language using flow editor
      Account owners and admins can use the flow editor to set the consumer language based on the following factors: the phone number they dialed into, the result of a Collect Input widget, or the result of the Condition widget. The engagement language is written to a global system variable.
    • Variable-based queue selection
      Account owners and admins can set up logic in the flow editor to write to a variable, then use this variable in the Route To widget to route to a specific queue. This allows account owners and admins to route to different queues by only using one Route To widget.
    • Address book variables
      Account owners and admins can set up address book variables, then link the attribute to address books so that all members of that address book have that attribute displayed in their address book details. You can also use these variables as consumer routing profile attributes to prioritize consumer with certain variable values. For example: VIP attribute with String values of Gold, Silver, or Bronze; or Boolean values of Yes or No. 
    • Supported widgets for video channel
      The video channel supports these widgets: Condition, HTTP, Script, Set Variable. These widgets function the same as in the voice channel.
    • Increased maximum of audio prompts
      The Send Media and Collect Input widgets can contain a maximum of 10 audio prompts for the voice channel. Previously, this was limited to 5 and 1, respectively.
    • Customize Waiting Room using asset library
      Account owners and admins can use media from the asset library to customize the Waiting Room experience for video engagements.
    • Internal calling between Zoom Phone to Zoom Contact Center
      Calls from Zoom Phone to Zoom Contact Center route directly to one another for best call quality and will not incur charges as an outbound Zoom Phone call. Note: PSTN calls forwarded or transferred from Zoom Phone to Zoom Contact Center may continue to incur charges as an inbound Zoom Contact Center call. This can be useful for use cases where calls are routed from a Zoom Phone auto receptionist or user to a Zoom Contact Center flow. Agents can also transfer a contact center voice call to a Zoom Phone user by entering their extension number.
    • Error notification for SMS or chat messages that exceed limit
      Agents will see an error notification if their SMS or chat message exceeds the limit and won’t be able to send the message. The limits are 500 characters for SMS and 2,005 characters for chat.
    • Allow agents upgrade to video call
      Account owners and admins can enable or disable an agent's ability to upgrade an active chat engagement to video engagement.
    • Enhancements to queue callback
      Account owners and admins can enable a setting to allow consumers to add an extension number when requesting a callback during a voice engagement.
    • Allow agents to pause/resume automatic voice call recording (Beta)
      Account owners and admins can allow agents of call queues that are subject to automatic voice call recording to pause and resume the recording. This feature must be enabled by Zoom.
    • Customize welcome screen for chat engagements
      Account owners and admins can enable and customize a welcome screen that’s displayed before consumers enter a chat engagement with an agent. Account owners and admins can customize the text and images displayed and the pre-chat survey to collect necessary information from consumers.
    • Set agent display name
      Account owners and admins can choose if agents’ full name or display name is shown to consumers. If they choose to show agents’ contact center display names or show agents full name. The default display name is the agent’s first name. The contact center display name is separate from users’ profile display name.
    • Customize agent profile image
      Account owners and admins can customize agents’ profile image. They can choose to copy over agents’ current Zoom profile image or add a new image. The default agent profile image is each agent’s initials. The contact center profile image is separate from users’ Zoom profile image.
    • Occupied sub-statuses for agents and supervisors
      Account owners and admins can view agents’ occupied sub-statuses including holding, dialing, and wrapping up. These sub-statuses are for reporting purposes only and are exclusively available in agent reports. Agents and supervisors cannot view their occupied sub-status in the Zoom desktop client.
    • Metered SMS log
      Account owners and admins can view a log of unmetered and metered SMS messages so they can verify SMS usage charges.
    • Queue alert notifications
      Account owners and admins can enable notifications to warn them of queue KPIs approaching or reaching unacceptable levels. They can set KPI threshold triggers and receive emails or Zoom Chat notifications when thresholds are exceeded.
    • Variables log
      Account owners and admins can view a log of variables with their associated value, engagement ID, flow, widget, and timestamp so they can track changes in custom and global variables. Variables must have the Store data for reporting setting enabled to be captured in the variable log.
    • Omnichannel overview tab in historical analytics dashboard
      Account owners and admins can view the Overview tab in the historical analytics dashboard, in addition to the real-time analytics dashboard, to see omni-channel metrics.
    • Waterfall chart in real-time analytics dashboard
      Account owners and admins can access the waterfall chart to see how many voice engagements are in the various statuses from the beginning to the end of a recent time period.

Resolved issues

  • Minor bug fixes

Note: The Share file in chat web setting have been pulled from the release due to issues with deployment, and will be available in another upcoming release. Agents and consumers are able to share files in a chat engagement but this feature can't be enabled or disabled.

June 18, 2022

View the daily release page for links to related support articles

New and enhanced features

  • Administrator features
    • Callback for video engagements
      Account owners and admins can enable consumers to request a callback while waiting in the queue for a video engagement (Waiting Room). Admins can also define when the callback notification will be presented to consumers and when the callback rejoin link expires. This feature must be enabled by Zoom.
    • Automatic and ad hoc voice call recording (Beta)
      Account owners and admins can control automatic and ad hoc recording at the account or queue level. They can also playback recordings using the engagement log in the web portal or Closed engagements tab in the desktop client. If enabling automatic recording, they can set whether to automatically record inbound, outbound, or both inbound/outbound calls. Admins can also enable the audio prompt to collect consumers’ consent to being recorded. This feature must be enabled by Zoom.
    • Configurable Communications Content storage location
      Account owners and admins can configure different Communications Content storage locations for the following contact center data: voicemails and call recordings.
    • Global engagement variables
      Account owners and admins can create global variables to pass data between flows. They can use the following data types for variables: String, Number, Boolean, Date/Time, Currency, Percent, Email, URL, Phone.
    • Queue metrics in flow editor
      Account owners and admins can use queue metrics in the flow editor to define widgets in the flow editor. Available queue metrics include available agents, calls in queue, and estimated wait time.
    • Enable estimated wait time in video Waiting Room
      Account owners and admins can display the estimated wait time for consumers in the Waiting Room for video engagements. The estimated wait time is based on several factors including the average handling time.
    • Enhancements to Send Media widget for video channel
      Account owners and admins can add audio or PDF files to the Send Media widget to display these to consumers during video engagements.
    • Enhancements to Collect Input widget for video channel
      Account owners and admins can select the Quick reply option in the Collect Input widget for video engagements to prompt and collect input from consumers. They can also add audio or PDF files to display these to consumers during video engagements.
    • Audio for script delays in flow editor
      When there is a delay in handling flow widgets for voice engagements, consumers will hear audio that will play on a loop until the widget is processed, similar to the music consumers hear when put on hold. Account owners and admins can play the default audio.
    • Multilingual audio prompts in assets library
      Account owners and admins can create multilingual assets that can contain audio files for each language that their contact center needs to support.
    • Allow associated domains in contact center
      Account owners can easily add the account’s verified associated domains to Zoom Contact Center to easily approve domains and all relevant sub domains for use in Zoom Contact Center. For example, if zoom.us is an approved associated domain, they can add zoom.us or engage.zoom.us to Zoom Contact Center. Previously, account owners and admins had to contact Zoom to add domains.
    • Enhancements to opt in/out settings
      There are several UI enhancements to the opt in/out and opt out reasons to make it easier for account owners and admins to set up opt in/out and customize reasons.
    • Set country/region for agents
      Account owners and admins can set a country/region for agents so that phone numbers are formatted based on the selected country/region.
    • Set wrap-up expiration time for video and voice engagements
      Account owners and admins can set a specific wrap-up time limit and default disposition. When the expiration time is exceeded, agents’ status will automatically change from Occupied to Ready, and the default disposition will be automatically set.
    • Enhancements to report subscriptions
      Account owners and admins can subscribe to reports for all channels (voice, video, chat, and SMS). Also, agent reports have been added including a timesheet report. There are also several UI improvements to make subscriptions easier to access including a Subscription Center that provides visibility into active subscriptions.
    • Outbound SMS metrics in historical dashboard
      If outbound SMS is enabled, account owners and admins can view outbound SMS metrics in the historical dashboard.
    • Outbound SMS wallboard widget
      If outbound SMS is enabled, account owners and admins can add the outbound SMS widget to a real-time analytics wallboard to view outbound SMS metrics.
    • Enhancements to outbound call monitor widget
      Account owners and admins can add the outbound call monitor widget to a real-time analytics wallboard. In addition, the outbound call monitor widget also appears in the historical dashboard.
    • Omnichannel overview tab in real-time analytics dashboard
      Account owners and admins can view the Overview tab in the real-time analytics dashboard to view metrics across all channels such as ready & occupied agents by channel and waiting duration, and handling duration for each channel. This overview gives an executive summary enabling users to identify which channels to focus their attention on.
    • User access, privilege, and entitlement reports
      Account owners and admins can view and track access and features that are enabled for contact center users in the account. For example, they can view users with call recording enabled or users with access to inboxes.
    • Flow information in historical dashboards
      Account owners and admins can view the flow name, flow version, flow duration, and flow exit widget information when viewing the historical dashboard. This allows admins and supervisors to better understand agent performance for engagements that are assigned directly to agents without going through a queue. The flow exit widget data is also valuable for determining consumer behavioral patterns when abandoning flows prior to being enqueued.
    • Additional agent reports There are several new agent reports so account owners and admins can better monitor agents. New reports include:
      • Timesheet: View hours agents spend in each status
      • Agent queue log: Summary of agents’ hours worked and engagements handled by queue
    • Enhancement to historical detailed reports
      There are several enhancements to the historical detailed reports in the historical dashboard to add more filtering and sorting capabilities. Account owners and admins can:
      • Select several filters at once
      • Filter by consumer country
      • Sort by Result, Direction, and Consumer columns
    • Recording storage log
      Account owners and admins can view the storage log to see how much recording storage agents are using. They can view storage usage over time, total amount of storage used, and view user-level details to see who has high usage.

Resolved issues

  • Minor bug fixes

Note: The Enhancement to HTTP and Script widgets in flow editor and Address book sync for Salesforce integration features have been pulled from release due to issues with deployment, and will be available in another upcoming release.

May 21, 2022

View the daily release page for links to related support articles

Changes to existing features

  • Opt in/out of queues privilege
    The Opt in/out of queues privilege in role management is disabled by default for the Agent default role.

New and enhanced features

  • Administrator features
    • Flow editor version control
      Account owners and admins can create multiple versions of flows and view previous versions of saved flows. They can also roll back to and publish a previous version of a flow.
    • Send Media widget for video channel
      Account owners and admins can add and configure the Send Media widget for video engagements to display video or image content to consumers.
    • Collect Input widget for video channel
      Account owners and admins can and configure the Collect Input widget for video engagements to prompt and collect input from consumers.
    • Retry option in HTTP widget
      Account owners and admins can configure the max attempts to retry HTTP GET requests when configuring the HTTP widget.
    • Enhancements to event scripts in flow editor
      Account owners and admins can define handling for various engagement events directly in the flow editor.
    • Callback for voice engagements
      Account owners and admins can enable callback for voice engagements to allow users to request a callback while in the queue. This feature must be enabled by Zoom.
    • Callback information in engagement and agent logs
      Account owners and admins can view callback information in engagement and agent logs to see what voice calls requested a call back and received one successfully. This feature must be enabled by Zoom.
    • Advanced attributes for consumer routing profiles
      Account owners and admins can use the following advanced attributes when configuring consumer routing profiles:
      • Skill
      • Entrance time into the queue
      • Address book - List of contacts
    • Enhancements to campaigns
      There are several enhancements to chat campaigns to make it easier for account owners or admins to implement web chat on a website:
      • Relevant engagement settings have been moved to campaigns.
      • More settings for campaigns to improve management like time zone, entry points, and display name.
    • Video campaigns
      Account owners and admins can create video campaigns to allow consumers to initiate a video engagement from a website. They can configure the design of the video call invitation CTA and customize where the video call invitations are presented on a website.
    • Input to skills mapping widget
      Account owners and admins can map inputs to skills for exits for the following widgets. This will enable skills-based routing using agent routing profiles.
      • Condition widget (all channels)
      • Route To widget (all channels)
      • Collect Input widget (voice channel)
    • Outbound SMS real-time reporting
      When outbound SMS is enabled, account owners and admins can view the SMS real-time analytics dashboard to see related KPIs.
    • Real-time engagement details (chat, voice, video)
      Supervisors and agents can see the real-time customer journey for engagements that pass between more than one agent or queue.
    • Enhancements to engagement log
      Account owners and admins can use the engagement log to view information on callback, SMS, and chat events. There are also UI enhancements to contain better event names and provide contextual information about events.
    • Quality of Service Dashboard for voice engagements
      Account owners and admins can view the Quality of Service Dashboard for voice engagements to see quality of service patterns and troubleshoot network and connectivity issues.
    • Agent opt-in/opt-out log
      Account owners and admins can view the agent opt-in/out log to view all opt-in and opt-out events with the associated queue and timestamps.
    • Outbound real-time call KPIs
      Account owners and admins can view the Outbound Call Monitor widget in the real-time analytics reports to view KPIs for outbound voice calls.
    • Time zone on dashboards and reports
      Filters and data in historical dashboards and reports display the associated time zone set in the account owner’s or admin’s profile settings.
    • Flow information for real-time voice analytics
      Account owners and admins can view the associated flow display name, version, flow duration, and exit widget when viewing the real-time analytics dashboard for the voice channel.
  • Agent features
    • Identify associated queue for voicemail inbox
      Agents and supervisors can easily view the associated queue when viewing voicemails in their inbox. They can also sort and filter the inbox by queue name.
    • Persistent chat experience for consumers
      The end consumer chat experience has been improved so that chat engagements persist when they open the same website from a different window or chat; or they close and re-open the website.

Resolved issues

  • Minor bug fixes

Notes: The Notification prompt for video engagements enhancement was pulled from release due to compatibility issues, and will be available in another upcoming release.

April 22, 2022

New and enhanced features

  • General availability of Chat and SMS
    Account owners and admins can create or edit chat and SMS channel flows to determine how inbound chat and SMS messages are routed.

April 16, 2022

View the daily release page for links to related support articles

New and enhanced features

  • Administrator features
    • Dial in to video engagements
      Account owners and admins can set up how a third-party person can dial in from a phone to join an active video engagement by assigning a dial-in number. Agents can invite a third-party person to the active video call by sharing the dial-in information.
    • Add video to Waiting Room
      Account owners and admins can upload a video to display to customers in the Waiting Room for video engagements.
    • Enhancements to Waiting Room notifications
      Account owners and admins can customize the Waiting Room notification that’s sent to the customer when an agent is ready to start the video call. Admins can also set the notification time limit. The customer can join the video call within the notification time limit.
    • Enhancements to user management
      Account owners and admins with contact center user management privileges can’t remove themselves from this privilege, or change their role to one that doesn't have this privilege. This is being introduced to prevent admins from accidently losing access to contact center user management.
    • Enhancements to address book
      Account owners and admins can add multiple phone numbers and emails to address book contacts.
    • Real-time analytics for video engagements
      Account owners and admins can use the real-time analytics dashboard to view real-time metrics on video engagements and view associated engagement events.
    • Enhancements to engagement log
      The engagement log has several enhancements to provide more context about voice and video events.
    • Enhancements to engagement metrics
      Engagement metrics in the real-time and historical dashboards are more accurate for voice call engagements that are routed through multiple queues.
    • Agent reports
      Account owners and admins can view information and export data for agent status changes.
    • Enhancements to time and date formats
      Times and dates are formatted depending on the user’s time and date settings in their profile. This enhancement applies to all times and dates in the Zoom Contact Center web portal and desktop client.
    • Enhancements to routing profiles logic
      There are several enhancements to routing profiles to add new routing methods and improve the experience of managing profiles:
      • Set prioritization rules for one or more specific customer group based on the following logic:
        • First In, First Out (FIFO): The earlier a customer joins the queue, the sooner they get served.
        • Top of the queue: The customers’ group jumps to the top of the queue.
        • Accumulating Priority: Customers accumulate priority as a linear function of their waiting time in the queue, at a rate that reflects their urgency or classification. Default rate is 10.
      • Prioritize specific customers based on attributes: New customer, Returning customer, and Release to queue.
      • When an agent is assigned to multiple queues with Consumer Routing Priority, priority customers will be served first. Same Priority customers will be served using FIFO.
      • If 2 customers have the same weight within the same queue at time of service, priorities based on highest priority and round robin.
      • Duplicate priorities are not allowed. Parameters will not display if they are already used in a priority.
    • Enhancements to flow editor
      When using the flow editor, account owners and admins are informed of the required dependency for the widget they are configuring. For example, they will see a tooltip to add a queue when configuring the Route To widget.
    • Enhancements to flow editor debug tool
      There are several enhancements when debugging a flow to help account owners and admins identify errors:
      • Each error has a count of when a customer has experienced that particular error, and a timestamp of the most recent occurrence of a customer experiencing the error.
      • If applicable, each error indicates the result of the customer experience from the error; for example, being disconnected from the call.
      • Each error can be linked to.

Resolved issues

  • Minor bug fixes

March 19, 2022

View the daily release page for links to related support articles

New and enhanced features

  • Administrator features
    • Enhancements to skills management
      Account owners and admins can better manage skills using these features:
      • Sort skill categories by display name and modified date
      • Filter skill categories by type (text or proficiency based skills)
      • Add descriptions to skill categories
      • View additional columns in the skill category list including assigned routing profile and associated skills
      • Search for a specific category or skill using the search bar
    • Enhancement to phone number management
      Account owners and admins can assign phone numbers to flows by clicking Assign to in the Phone Numbers page. Previously, numbers could only be assigned from the Flows page. Phone numbers also appear in a more readable format.
    • Enhancement to operation logs for address book changes
      Account owners and admins can use operation logs to see a record of changes to address books, units, or contacts.
    • Enhancement to engagement logs
      Account owners and admins can use the engagement log to see when agents reject an incoming voice call.
    • UI enhancements to real-time analytics
      The real-time analytics dashboard has the following UI enhancements to make it easier to identify information:
      • The View Details link has been renamed to View Events
      • When an account owner or admin clicks View Events, the Customer Journey pop-up window has been renamed to Engagement Events

Resolved issues

  • Minor bug fixes

February 23, 2022

  • General availability for Zoom Contact Center
    Zoom Contact Center is available in the US and Canada. Zoom Contact Center is an omnichannel contact center that's optimized for video and integrated into the same Zoom experience. Zoom Contact Center brings unified communications together with contact center capabilities. To learn more about Zoom Contact Center, please visit the Zoom Contact Center product page and support page.

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