Update for Zoom Contact Center

New or enhanced feature

Admin features

Use of Zoom Phone for emergency calls in Zoom Contact Center

• Zoom Contact Center now supports emergency calling for agents and supervisors, enabling them to dial 911, 112, and other emergency service numbers directly through the Zoom Contact Center dialpad. When an emergency number is dialed, the Zoom Phone dialer will automatically open and connect the call using the Zoom Phone emergency services configuration. This integration ensures that agents and supervisors can quickly reach emergency services without needing a separate phone. This feature must be enabled by Zoom.

Survey completed engagement event for flows

• Account owners and admins can configure flows to trigger actions when a consumer completes or manually ends an inline survey. Engagement event script can be used in flows to add survey results, accessible via survey API, to CRM tickets or for other actions. This feature must be enabled by Zoom.

Support variables within saved replies

• Account owners and admins can use global variables within saved replies created in the assets library. The system supports both custom and system global variables. When these variables are used in these assets, they automatically resolve to dynamic values based on the engagement context. This feature must be enabled by Zoom.

Play automated voice prompts for AI-enabled transcriptions

• When AI Expert Assist or AI Companion features are active during an engagement, transcription starts automatically, and consumers are informed via a voice prompt at the beginning of the call. Admins can customize prompt settings to control the message played. This feature ensures transparency and helps maintain compliance with consumer consent requirements for AI-enabled transcriptions.

AI Intent Routing with natural language speech input for Interactive Voice Response

• Account owners and admins can enable natural language processing in Interactive Voice Response (IVR) flows to allow customers to speak naturally when providing input. The Automatic Speech Recognition (ASR) engine transcribes customer speech into text across all supported languages. Admins can configure intent matching by selecting intent domains, and setting up routing paths for successful matches, no matches, and execution errors. This feature supports pre-configured intent detection to automatically route customers based on their spoken requests. This feature must be enabled by Zoom.

Integration with PCI Pal (digit-based) for secure payment processing

• Account owners and admins can enable media redirection to PCI Pal for secure payment processing during voice engagements. During an active call, the agent enters a unique code automatically generated by the payment application, redirecting media to PCI Pal for secure handling. This integration supports native, ZWA, and CTI clients, allowing businesses to process payments securely while maintaining PCI compliance within their existing CRM workflows. This feature must be enabled by Zoom.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for February 17, 2025

Extended maximum wait duration for messaging queues

• Account owners and admins can set the maximum wait time for messaging queues in Zoom Contact Center to up to 4 days (96 hours). The wait time can be configured in days, hours, minutes, and seconds using separate dropdown menus. This enhancement allows incoming messaging conversations to stay in the queue longer, giving agents more time to respond, even during periods of unavailability like weekends or holidays. Existing queues will keep their current wait time settings, while the default for new queues will remain 24 hours.

Enhancements to sequential call distribution

• Account owners and admins can configure the sequential call distribution to automatically route calls to the next available agent after the notify duration period expires even when Auto-update Status setting in Preferences is disabled. When an agent does not answer a call, the system maintains their ready state and extends the call to the next ready agent in the sequential list. If no agents accept the call after going through the list, the system loops back to the first ready agent. This enhancement allows agents to maintain their ready status even when temporarily unavailable, eliminating the need to frequently toggle between ready and not-ready states.

Enhancements to proactive messaging in Zoom Contact Center

• Admins can configure a timing delay for when a proactive message appears in their Zoom Contact Center web chat campaign. They can set the time delay to any value between 0 and 1000 seconds, with a default setting of 10 seconds, allowing them to better capture their website visitor's attention. In addition, admins can choose if their proactive message should display only once when a visitor first matches the campaign rules or every time the user visits a page matching the campaign rules. This setting helps businesses refine their outreach process to their consumers.

Enhancements to consumer video settings and background management

• Account owners and admins can automatically enable consumer cameras and microphones at both the account and queue levels. When enabled, consumers can save their preferred camera and microphone settings for future Zoom Contact Center video engagements. This feature also includes automatic background blur and simplified device selection controls. These enhancements enable smoother and more efficient interactions between consumers and agents.

Default camera selection for mobile video engagements

• Account owners and admins can set the default camera for consumers joining video engagements on mobile devices. This feature allows front or rear camera selection across mobile web and native SDKs, ensuring a consistent experience on Android and iOS. Admins can apply settings at the account level or customize them for specific queues. When consumers need video for product assistance, the correct camera activates automatically, reducing manual switching and improving support efficiency.

Custom outbound email accounts in Zoom Contact Center

• Admins can specify their own outbound email account in Zoom Contact Center. Premium and Elite users can use their own email accounts for notifications, while Essentials users continue with no-reply@zoom.us. Settings are available under Contact Center Management > Preferences in the General Settings section for outbound email selection and in the Consumer Experience section for video invite email display.

Automatic Call Session History creation setting in Salesforce

• Account owners and admins can configure when session history records are created in Salesforce through a new setting under Automatic Call Session History creation. When enabled, session history records are created at the start of an engagement instead of at completion. The initial record includes the caller number, dialed number, and start date time, with remaining engagement details automatically updated once the call ends. Agents using the CTI connector can view these records immediately as engagements begin, and the system assigns them as record owners.

Agent information filtering across analytics reports

• Account owners and admins can view agent email addresses alongside agent names across historical and real-time analytics reports in Zoom Contact Center. The agent filter component now supports filtering by either agent name or email address. Agent email addresses are included in exported CSV files and displayed in queue charts, queue detail reports, real-time analytics, and engagement views. These improvements enable more accurate agent tracking and simplified data auditing processes.

Ability to disable outbound video and voice calls for agent role

• Account owners and admins can create custom roles to disable outbound video or voice calls for specific agents in Zoom Contact Center. Admins can configure this setting through role-based permissions, similar to existing controls for messaging and email channels. When this feature is disabled for a role, agents and supervisors assigned to that role cannot initiate outbound video or voice engagements. This feature is enabled by default.

Historical reporting for outbound dialer campaigns

• Admins can access historical reporting for outbound dialer campaigns in Zoom Contact Center. The reports provide visibility into key metrics including calls attempted, calls answered, calls failed, contacts dialed and more. Admins can track campaign progress and performance through consistent metrics that align between active and completed campaigns. The reporting capabilities help admins measure campaign effectiveness and make data-driven improvements to their outbound dialing strategies. This feature must be enabled by Zoom.

Real-time Wallboard view for enhanced team and queue analytics

• The Wallboard view has been enhanced to provide admins with a real-time, holistic view of their teams’ and queues’ analytics, statistics, and activity. The update includes a Teams filter for specific widgets, including Real-Time Agent Performance, Agent Availability Summary, and Agent Availability Details. This enhancement enables admins to monitor performance at a glance and drill down into detailed insights. Admins can see an aggregated view of team and queue analytics in real time, with the ability to dive into individual agent performance directly from the team-level view. Additionally, the update supports monitoring multiple teams and queues simultaneously, providing admins with a broader yet more detailed perspective on operations.

General availability of queue operating hours management for new and existing accounts

• Admins can define queue operating hours and manage overflow handling for voice, video, messaging, and email channels in Zoom Contact Center. Previously, admins had to submit a request to Zoom to have this feature enabled. This feature is now enabled by default for new and existing accounts.

Agent and consumer features

Supervisor email controls

• Supervisors can take over email engagements from agents they manage within Zoom Contact Center. When taking over an engagement, supervisors can view the complete email thread and any draft replies before assuming control. The system notifies agents when their email engagement is reassigned to a supervisor. This enhancement enables supervisors to provide direct assistance for complex customer interactions through the email channel.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for February 17, 2025

Screen capture for video engagements in Zendesk

• Agents can capture screenshots of customer video frames during video engagements with a single click. The feature includes a preview window that displays the captured screenshot and upload progress to Zendesk. Account owners and admins can enable or disable this functionality at both account and queue levels. This is supported on both Windows and Mac and is available only when a customer's video is active and a CRM record is selected. This feature must be enabled by Zoom. In the future, account owners will have the ability to enable or disable it directly.

Enhancements to CTI connector pop-out feature

• Agents can pop out the CTI connector from the communications toolbar into a separate window that can be moved across multiple monitors. The popped-out connector remains functional during all engagement types except video, where pop-out is only available before or after the engagement. A small docked window appears in all CRM tabs indicating the CTI connector's status, and agents can easily pop the connector back into the toolbar. Admins can enable this feature through a toggle button in the General settings under the Integrations tab. This feature helps agents better manage their workspace by preventing CRM screen overlap and providing more flexibility during customer interactions. This is only supported for Zendesk, ServiceNow, and the Microsoft Dynamics 365 CTI connector.

Consumer name display during video engagement

• Agents can see consumers' actual name instead of the generic Consumer label in the Zoom Contact Center interface during video engagement. The system displays names based on available information, prioritizing the preferred name, then the first and last name combination, first name only, or last name only. These names appear in agent ringing notifications, profile tabs, the active sections of the left navigation, and engagement headers. This update enables agents to deliver more personalized service by clearly identifying the consumers they are assisting.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for February 17, 2025

Ability to opt in or out of all queues within a specific channel

• Agents and supervisors can opt in or out of all queues at once in Zoom Contact Center. This feature allows agents who are part of multiple queues across different channels to manage their participation more efficiently, saving time for both agents and supervisors when handling queue assignments.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for February 17, 2025

Resolved issues

• Resolved issues where historical reporting data was inaccurate due to display and filtering problems. Improvements include fixes for special character handling in agent display names, correct date alignment for current-day reporting, and proper queue data filtering. The agent timecard dataset now includes all available dimensions and filtering options, while the leaderboard widget properly sorts interval dimensions.

Bug fixes

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Open problems

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Important notes

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