Updates for Zoom Contact Center, Virtual Agent, Workforce Management

Release notes for Zoom Contact Center

Changes to existing features

• Phone Number menu moved and rebranded
  The Phone Number menu in Contact Center Management section in left navigation has been relocated to its own section and renamed Number Management . Within this section, admins will find various functionalities including Phone Numbers, Number Porting, Provider Exchange, SMS Campaigns, Number Compliance Addresses (KYC), and Partner Portal (visible only to partners). This feature is currently being rolled out gradually to our customer base. As a result, the Number Management section may not yet be available to all users.

New and enhanced features

Admin features

• Scheduled callbacks
  Account owners and admins can set up the ability for consumers to schedule a callback for voice and video from Brand’s website without having to enter a queue. Consumers will be prompted to enter their name, phone number, and callback time. At their scheduled time, the callback is initiated as soon as the agent is ready. Supervisors will be able to view scheduled callbacks from the Engagements page in the desktop client. This feature must be enabled by Zoom.
• Enable Mexico as a storage location for Zoom Contact Center content
  Zoom Contact Center admins can select Mexico as a storage location for recordings, transcripts, and inbox messages. Admins can enable Mexico storage on both the account level and for individual queues. This provides more flexibility for customers who need to meet data residency requirements. Storing data locally in Mexico helps customers comply with regulations. It also provides parity with upcoming Meetings and Phone support.
• Pass CRM ticket info from Zoom Contact Center to Zoom Phone
  When an agent transfers a call, Zoom Phone can receive CRM ticket information. This includes the CRM ticket ID captured in Zoom Contact Center flows which can be passed to the Zoom Phone interface. This ticket ID will display in a dedicated section to distinguish it from regular variables. Agents can simply click on the ID to access the corresponding ticket. In addition, admins can configure whether to automatically launch the ticket URL when the call is answered on Zoom Phone. Displaying relevant CRM ticket info provides agents context about the customer inquiry history when handling transferred calls. The receiving Zoom phone user must have the Power Pack license and Zoom Assistant enabled to see this data.
• Enhancements to WhatsApp integration
  Account owners and admins can now configure engagements to display the end consumer WhatsApp number in the engagement profile. This allows agents to view the WhatsApp number of the consumer contacting them, and copy the number into third-party tools if and when needed.
• Enhancements to Zoom Contact Center package assignment and notifications
  Account owners and admins can assign users to tiered pricing packages like Essentials, Premium, and Elite in bulk to simplify license management. Alerts and notifications have also been updated to reflect new package names. Users assigned to the Elite package will automatically get access to Workforce Management and Quality Management capabilities. These enhancements provide a smoother admin experience for configuring and managing Contact Center licenses and access.
• Agents note visibility and limitation in CTI Connector
  Agents can now view the maximum character limit for notes in the CRM while entering data via the CTI connector. Agents are now restricted from entering notes beyond the maximum character limit directly in the CTI connector. This prevents data loss due to truncation upon synchronization with Salesforce.
• Enhanced Caller and Context Search control for ServiceNow CTI Connector
  The new Comparison Operator setting in the Zoom admin portal enables admins to specify exact, partial, or starting character match criteria for Caller Search and Context Search across voice, video, and messaging channels. Admins can customize search behavior, while agents benefit from improved search results reflecting the updated configuration settings. This resolves issues with incorrect screen pops triggered by partial matches and enhances user experience by providing precise search criteria control.
• New events for messaging timeout and auto-close
  Zoom Contact Center is introducing new messaging engagement events that are displayed when an auto-close alert message is sent to a consumer or when the engagement is auto-closed due to consumer inactivity. This helps account owners and admins monitor and analyze auto-close behaviors for messaging engagements.
• Simplified bot timeout handling
  Timeout handling has been simplified by removing the timeout setting in the Zoom Contact Center bot widget since timeout can be configured in Zoom Contact Center preferences and Zoom Virtual Agent. This improves the Zoom Contact Center flow experience when bots are used.
• Support for knowledge base groups within AI Expert Assist
  Admins can associate a knowledge base group with an AI Expert Assist instance. This allows agents to get knowledge base article results from different repositories within the knowledge base group. Previously, agents were limited to results from a single knowledge base repository. By supporting knowledge base groups, AI Expert Assist can provide agents with the best knowledge base match even if the article resides in a different repository. This improves the AI Expert Assist experience by expanding the knowledge base search scope and ability to retrieve the most relevant KB articles.
• Auto-ticket creation for Zendesk
  Admins can configure flexible rules for auto ticket creation in the Zendesk integration. New settings allow enabling or disabling auto-ticket creation and controlling whether tickets are created for inbound, outbound or both engagements. When enabled, tickets are automatically created with engagement details like channel, caller name, and agent. This saves agents time from manually creating a ticket for every interaction.
• Configure blocked numbers for voice and SMS
  Account owners and admins can set up block lists for voice calls and SMS messages in the Zoom Contact Center. They can specify individual numbers or ranges to block for inbound calls/messages, outbound calls/messages, or both directions. Numbers added to the block list cannot be dialed from the Zoom Contact Center dialpad and will not receive callbacks. Additionally, this feature extends to blocking conferences, transfers, and voice/SMS upgrades to blocked numbers, providing admins with comprehensive control over unwanted communications.
• Improved permission sorting for roles administration
  Account owners and admins can sort administration permissions to match the exact sort order of the corresponding pages in the left menu of the web portal. This provides admins with a common reference between each permission and its applicable administration page, making it easier to navigate and manage roles.
• Enhancements to user profile skills section
  Enhancements have been implemented on the user profile page's skills section, providing added benefits to account owners and admins. Each skill tile displays the skill's category name in addition to the skill name. This helps differentiate skills that may have the same name but belong to different categories. Seeing the category provides clarity on which exact skill is assigned to each agent. With this improvement, admins can easily confirm the correct skills are assigned without confusion when duplicate skill names exist across categories.
• Configure consumer authentication data as global variables
  Account owners and admins can map website or consumer authentication data to global variables so that global variables can be updated dynamically if or when website or consumer authenticated data is available. The authenticated consumer data will be available as global variables in flows and the agent interface. This enables a more personalized and relevant experience based on known information about each authenticated consumer.
• Zoom Apps for Zoom Contact Center
  Admins can add Zoom Apps built for Zoom Contact Center from the Zoom App Marketplace to their account for use by agents during engagements. Admins can configure and control the availability of each app by queue assignment. Zoom Apps for Zoom Contact Center can be custom built by customers or built by third-party developers accessing proprietary or third-party data sources and services. This improves agent productivity by eliminating agents need to toggle between applications with easy access to real-time customer records, ticketing, orders, payments and more from within the Zoom Agent Desktop.

Agent and consumer features

• Customize bot avatars to match branding
  Each individual bot can have a custom avatar set, which will override the default avatar set at the account level. This allows customers to brand and style each of their bots independently to match different brands or purposes. For example, a customer with multiple brands can set unique avatars to represent each brand. The customization options match what is currently available for the account avatar. This feature improves bot branding and allow bots to better match their intended brand and purpose.
• Localization for audio prompts and voicemail transcript
  To provide a better experience for international users, default audio prompts and voicemail transcript have been localized in Spanish. The system will automatically play the audio prompt in the language that matches the consumer's language setting. This allows brands to provide a more personalized, native experience when engaging with Spanish-speaking consumers.
• Enhancement to customize view widget setting and gauge widget
  Users can customize the View Settings in wallboard to customize colors representing Standard, Warning and Critical. The customized settings are saved so the wallboard displays the gauge widget and other widgets with the chosen colors and thresholds. This improves understanding of contact center performance metrics displayed in the gauge widget.
• Multi-language support for AI features
  AI-generated content such as Engagement Previews, Follow-Up Tasks, and Smart Notes will now be generated with the agent's preferred language set in their client, irrespective of the language used between the customer and agent. This provides a personalized and consistent experience for agents across all supported languages. Presently, this feature is available for all messaging channels, with voice and video channels set to be included soon.

Resolved issues

• Minor bug fixes
• Resolved an issue where the consumer's name displayed as Consumer despite specific values being set for FirstName and LastName variables within the flow before routing to the agent

Release notes for Zoom Virtual Agent

New and enhanced features

Admin features

• Enhancements to Intent Management suggested queries list
  When an intent is associated with Zoom Virtual Agent or AI Expert Assist but has no suggested queries, a new 'No suggestions available' notification will be displayed instead of the previous generic notification “To receive suggested queries, the intent requires an association with a Zoom Virtual Agent or AI Expert Assist”. This update enhances the user experience by providing clearer expectations in cases where no queries are available to suggest.
• Enhancements to manual Knowledge Base content upload
  Account owners and admins can manually upload Knowledge Base content in several new ways, including via CSV, PDF, or DOCX file or manual text entry. These enhancements allow Knowledge Base admins to include offline content from various sources in bulk or individually in their Knowledge Base. Having the ability to manually upload content provides more flexibility and control over populating Knowledge Bases.
• Enhanced PDF import feature for Knowledge Bases
  A new PDF upload feature has been added to improve importing PDF files as knowledge base content. Users can upload multiple PDFs at once through an intuitive interface instead of navigating multiple screens or manual uploads. The batch upload supports uploading 25 PDFs simultaneously to be incorporated into the knowledge base. This simplifies managing PDF knowledge bases, helping to save valuable time and avert possible errors and inefficiencies.
• Improved accuracy calculation for intent comparison
  The Intent Comparison modal has been enhanced to calculate intent accuracy in a more stable way. During model training, the system randomly selects phrases for validation multiple times. The average of these validation results is then displayed as the intent accuracy value. By validating multiple times with different phrase sets, admins can have increased confidence that the displayed accuracy reflects the true intent detection capability.
• Enhancement to Intent Management auto-match and coach
  Account owners and admins now have more precise control, allowing them to review AI-suggested queries before automatically adding them to the intent's training phrases list. The suggestion process has been refined, leveraging AI capabilities to reduce false positive training phrase suggestions. Additionally, a dedicated entry has been introduced for admins to conveniently access and review all AI-added intent training phrases. This enhancement provides a more efficient intent management experience.
• Configure consumer authentication data as global variables
  Account owners and admins can map website or consumer authentication data to global variables so that global variables can be updated dynamically if or when website or consumer authenticated data is available. The authenticated consumer data will be available as global variables in flows and the agent interface. This enables a more personalized and relevant experience based on known information about each authenticated consumer. This feature must be enabled by Zoom.

Resolved issues

• Minor bug fixes
• Resolved an issue regarding error on filtering with deactivated knowledge bases
• Resolved an issue where the knowledge base name is not displayed in answer preview page
• Resolved an issue regarding incomplete sync for answer preview. If sync has not been completed yet, the answer preview search will fail

Release notes for Zoom Workforce Management

New and enhanced features

Admin features

• Schedule reporting for tracking agent activities
  Enhanced schedule reporting is provided to track scheduled activities across agents. Supervisors can generate reports for any past or future date range and filter by individual or multiple agents, skill groups, and activity types. The report visualization shows scheduled time per activity per day, allowing users to analyze trends. Supervisors can export the data to share or save for additional analysis. The detailed reporting enables users to closely monitor scheduled activities to ensure proper staffing and service levels.
• Delegated admin support
  The delegated admins allow customers to authorize specific users outside their account, like MSPs or channel partners, to access and configure their Zoom Workforce Management instance. Furthermore, delegated admins can perform Zoom Workforce Management administration tasks like managing shifts, scheduling groups, schedules, and time off requests. This enables customers to outsource Zoom Workforce Management management and enables channel partners to offer managed Zoom Workforce Management services.
• Comprehensive audit trail for agent schedule changes
  Admins and supervisors can easily track all modifications made to an agent's schedule for a given day. The new schedule history view shows a timestamped log of every change, beginning with the initial schedule creation. It identifies the user who made each update, so admins and supervisors can understand exactly how the schedule changed. This feature provides much-needed transparency and accountability around schedule changes.
• Agent-initiated schedule change requests
  Agents have the ability to initiate schedule changes. Agents can submit requests to modify their existing published schedules, such as requesting a break be moved or removed from their schedule completely. Supervisors can then approve or deny these schedule change requests. Admins have the ability to configure which activities are eligible for agent schedule change requests. This allows greater flexibility for agents to manage their schedules while still maintaining oversight through the approval process.