Update for Zoom Contact Center

New or enhanced feature

Admin features

Timezone field for address book contacts

• Account owners and admins can create and update address book contacts with timezone as an optional standard field. This field can be added through manual entry in the web admin portal, Open APIs, or CSV import. Agents can also create or update it from the client. Contact fields, including timezone, are visible when viewed in the desktop app, web admin portal, and CSV export.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 15, 2025

Set skill widget for Zoom Contact Center flows

• Admins can use a new Set Skill widget to assign skills either manually through dropdown menus or dynamically using variables. Manual mode allows admins to select skill categories and skills directly, while variable mode enables the use of Array-type variables to set multiple skills at once. The widget supports both static selection of skills and dynamic assignment based on contextual data. This new skill management reduces flow complexity and eliminates the need to configure skills across multiple widgets.

Outbound Dialer enhancement – Dialing sequence for contacts with multiple phone numbers

• Admins can now choose between List Dial (default), where the Outbound Dialer calls the first number for all contacts before moving to secondary numbers, or Contact Dial , where it calls all numbers for a contact (with a wait period between attempts) before proceeding to the next contact.

New call-to-action option for web chat end engagement

• Account owners and admins can customize the call-to-action (CTA) button that appears after a consumer completes a web chat. They can choose to display a Close Window or Open Link option instead of the default Start New Chat button. This guides consumers toward a better end-of-chat experience by removing unnecessary or confusing CTAs.

Multichannel occupied status for agents

• Account owners and admins can configure custom occupied status rules to control how agents are marked as occupied when handling multiple channels at the same time. This can be set up in Contact Center Management > Users > Channel Settings > Engagement Capacity Occupied Rules . Rules can combine voice/video, messaging, and email channels using AND logic . For example, an agent may be considered occupied when managing 1 voice call and 15 email engagements, or when handling 15 emails and 4 messaging conversations. When voice or video is included in a rule, the system treats agents as partially available, allowing them to continue accepting messaging or email engagements while on a call. Admins can also configure rules more efficiently by using user templates or CSV imports for bulk setup. This feature must be enabled by Zoom.

Inbox voicemail notification management

• Admins can now manage voicemail email notifications more efficiently in Zoom Contact Center Inbox. The new inbox-level setting allows voicemail notifications to be disabled by default for new users added to queues, preventing unintended recipients from receiving notifications automatically. Admins can also use bulk toggle controls to enable or disable voicemail email notifications for all inbox members simultaneously, rather than configuring each user individually. These enhancements helps reduce administrative effort and ensure voicemails are only accessed by intended recipients.

Granular admin access control for teams, users, and queues

• Zoom Contact Center is upgrading its Role-Based Access Control (RBAC) framework to give admins more fine-grained control over permissions. Instead of a binary View or Edit model, admins can now assign distinct View , Edit , Create , and Delete permissions across core Zoom Contact Center objects including roles, users, teams, skills, queues, inboxes, and dispositions. This allows organizations to delegate administrative responsibilities with precision while reducing risks tied to unnecessary privilege assignments. This feature must be enabled by Zoom.

Flow data in engagement list dashboards

• Account owners and admins can view engagement-level data for interactions that are still in a flow and not yet routed to a queue. Engagement list dashboards now include additional dimensions such as ANI, DNIS, and caller ID. This expanded visibility helps track engagements across the entire journey, including the pre-queue flow stage.

Engagement event notifications

• Account owners and admins can use the Script widget in Zoom Contact Center flows to send automated email notifications based on engagement event triggers. For example, when used with the Voicemail Saved event, the system can automatically send an email notification after a caller leaves a voicemail, either by pressing a DTMF key or hanging up. Admins can:

1. Specify recipient email addresses
2. Customize email content using flow metadata
3. Leverage existing Zoom Contact Center email accounts and system email asset templates

• This enables timely, automated communications without manual intervention, directly integrated into the contact center workflow.

Cherry-pick for email and messaging engagements in auto distribution mode

• Zoom Contact Center agents can now manually select additional email and messaging interactions from queues that use automatic distribution modes, when enabled by admins. The system continues to automatically assign interactions up to each agent's configured capacity, but then allows agents to exceed those limits by cherry-picking additional items from the queue. When multiple agents attempt to select the same engagement, the system prevents conflicts by displaying a notification that the item has already been assigned. This hybrid approach to queue management improves workflow efficiency by giving agents more control while maintaining the benefits of automatic distribution.

Callback management enhancement

• Authorized users can monitor and manage active queue callbacks directly from the client's open engagements panel. Admins can cancel pending callbacks, with all actions logged for audit. This update improves efficiency by providing visibility and control across the callback lifecycle.

Callback detail widget in CX Analytics

• Account owners and admins can view real-time callback information through a dedicated widget in the CX Analytics reports page. The widget displays key metrics such as callbacks registered, in-queue, handled, canceled, timeout, and abandoned in either a pie or donut chart. It also allows users to rename the widget, drill down into detailed engagement information, copy it within the same dashboard, and access callback details such as engagement ID, wait time, and status, making it easier to monitor and manage callback operations.

Audio volume optimization for assets

• Zoom Contact Center now automatically normalizes audio assets to maintain a consistent volume level. When audio files are uploaded, the system analyzes them and suggests volume optimization if the audio is too loud or too soft. This ensures that audio assets play at a balanced volume, delivering a smoother and more consistent experience for consumers.

API support for contact callable hours

• Developers can use APIs to create outbound dialer campaigns with contact callable hours based on area code, timezone, or default settings. APIs support reading and updating campaign fields and contact timezone attributes, enabling more effective outbound calling strategies by respecting contact preferences based on local time.

Additional system parameters in queue launch URL

• Account owners and admins can add more system parameters to queue launch URLs to give external screen pop applications richer context. The new parameters include call direction (inbound/outbound), call event type (ringing/answered/ended), and call source type (direct inbound/transfer). These enhancements enable organizations to deliver more tailored and dynamic screen pop experiences for agents.

Ability to show or hide campaigns according to operating hours

• Account owners and admins can configure campaigns to show or hide based on business hours and closure times. The new Timing section in Campaign settings allows admins to set campaigns to either run 24/7 or only during specified operating hours. Admins can use account-level business hours and closures already configured in Preferences . This feature helps businesses ensure that web chat, video flows, and phone numbers are only accessible when support staff is available to assist customers, preventing attempts to initiate conversations during off-hours. This feature must be enabled by Zoom.

Enhancements to AI Expert Assist reporting

• The AI Expert Assist report has been enhanced with additional dimensions to support channel growth. The report includes new metrics on agent performance for the features of next best action and knowledge bases. Previously, report only contained information of info retrieval usage. It also provides visibility into each AI Expert Assist feature's funnel and performance in engagement, from awareness to activation to usage. Insights show whether AI Expert Assist reduces average handle time or wrap up time, helping measure the impact of AI-powered features on agent performance and efficiency.

Ability to share CX Analytics historical reports

• Account owners and admins with the appropriate permissions can share historical reports in Zoom Contact Center with specific users, queues, or teams. Shared reports can be given either read-only or edit access, enabling collaborators to view, modify, or manage access as needed. Recipients are notified by email and can access shared reports under the Shared with me tab. This simplified process enhances collaboration and ensures performance insights are distributed effectively across the organization.

Enhancements to Zoom Contact Center Engagement Log in CTI connector

• Agents using the CTI connector can access comprehensive engagement information directly from the comprehensive engagement URL. It displays all recording URLs, QM recording URL, transcripts, attachments and files for voice, video, and messaging channels in organized folders. Agents with appropriate permissions can view and download complete recordings, transcripts, and attachments without navigating to the Zoom Contact Center admin portal. This improvement helps agents better understand conversation history and serve customers more effectively while working primarily in their CRM interface.

Opt-in and opt-out activity logs in Zoom Contact Center CX Analytics reports

• Admins and supervisors can view detailed opt-in and opt-out activity logs in Zoom Contact Center CX Analytics. These logs capture all agent opt-in and opt-out actions with details such as agent name, email, team, work session ID, queue, action type, timestamps, duration, modifier, and opt-out reason. Users can filter, sort, and customize log views, as well as export the data to Excel or CSV for further analysis.

Division support for Consumer Engagement Survey

• Account owners and admins can create and manage consumer engagement surveys within their assigned divisions in Zoom Contact Center. Division-level admins are limited to creating and accessing surveys only for their own division. When this feature is enabled, the system automatically sets the consumer engagement surveys to Entire account so they can be used in specific divisions. Admins can then decide to migrate the survey to a division by creating a duplicate of the survey then assigning it to your specific division then re-associate it to your division queue.

Agent and consumer features

Release engagement action for outbound messaging

• Agents can release outbound SMS/WhatsApp engagements back to the queue using the Release button. This aligns the outbound messaging workflow with the existing inbound engagement process, providing a more consistent experience. With this functionality, agents no longer need to perform manual transfers to specific queues when handling outbound communications.
  Note: This feature will not be immediately available, as it is dependent on the client release currently scheduled for September 15, 2025

Cobrowse support during video engagements

• Agents can initiate cobrowse sessions during video engagements to assist customers with website navigation or form completion. Cobrowse displays only the relevant webpage to help agents focus on the issue while protecting customer privacy. Built-in privacy measures help ensure that sensitive personal information remains hidden. Agents can also use annotation tools to guide customers in real time, enabling faster and more effective support. 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 September 15, 2025

Allow agent to set next status while Occupied

• Agents can specify their next status while their agent status is set to an Occupied state. When an agent is Occupied , they can set their status to Ready or Not Ready , which will take effect once they are no longer Occupied with current engagements. This feature provides smoother agent transitions between their work statuses during the day. Supervisors can view and modify an agent's next status from the Teams page. This enhancement ensures accurate status tracking and reporting while giving agents more control over their availability. This feature must be enabled by Zoom.