Release notes for Zoom Contact Center

Last Updated:

Upcoming Release

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


Current Release

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.

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Note: The information in the past release notes may have been superseded by subsequent release notes.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.

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.
    • 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.
    • Kiosk integration for video engagements
      Consumers can initiate video engagements from the Zoom Kiosk devices and speak with agents/virtual receptionists. This feature will not be immediately available, as it is dependent on the Zoom Rooms September release.
    • 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. There is also a new Contained metric to track calls contained in the flow.
    • 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.
    • 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.
    • 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 feature has been pulled from the release. It 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.
    • Share file in chat
      Account owners and admins can enable or disable the ability for agents and consumers to share files in chat during an active web chat engagement.
    • 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
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