Update for Workforce Management

New or enhanced feature

Admin features

Enhancements to forecasting capabilities

• The bulk edit feature for forecasting has been improved to allow specifying total volumes to be added to intervals or proportionally spread across a day, with increased digit capacity for percentage and call number fields.

Automatic email channel data import from Zoom Contact Center

• Workforce Management admins can automatically receive historical email data from Zoom Contact Center into Workforce Management. The system fetches up to two years of email channel data alongside existing voice, messaging, and video channel information. This enhancement enables more comprehensive forecasting across all communication channels.