Release notes for Zoom Contact Center

Last Updated:

Upcoming Release

Details about upcoming releases will be posted as they become available.


Current Release

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
      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.
    • 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 real-time and 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.


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.

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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