Update for Zoom Virtual Agent

New or enhanced feature

Admin features

Enhancements to subscription for analytics reporting

• Admins can create a single subscription that includes multiple reports in Zoom Virtual Agent (ZVA) analytics 2.0. Subscriptions can be filtered by specific agents, agent groups, or report types such as Overview, Virtual Agent Performance, Knowledge Performance, Query Insight, Conversation Details, and Consumer Engagement Surveys. The updated workflow supports flexible datasets, allowing subscriptions to apply to individual campaigns or across all voice and chat AI agents. Recipients receive one consolidated email with all selected reports, clearly labeled by report type and agent scope. This enhancement removes the need for multiple subscriptions, reduces administrative effort, and delivers more targeted reporting.

Enhancements to chat and voice agent alerts and notifications

• Supervisors and admins can set alert thresholds that evaluate engagement metrics against historical baselines instead of hour-to-hour fluctuations. By using daily and weekly patterns to define normal operating ranges, teams can apply percentage thresholds to detect truly significant changes. This approach reduces noise and delivers alerts that are more trustworthy and useful for day-to-day operations.

Enhanced ZP and ZCC engagements linkage and tracking within ZVA analytics

• Admins can view linkage to Zoom Phone (ZP) and Zoom Contact Center (ZCC) logs directly in Zoom Virtual Agent (ZVA) analytics for integrated ZP and ZVA engagements or for integrated ZVA and ZCC engagements. For ZVA-ZP/ ZVA-ZCC interactions, linkage appear in conversation details and event logs. These links are clickable, allowing admins to quickly navigate to the corresponding ZP call logs or ZCC engagement logs. In addition, the enhancement captures ZP specific metrics such as initiated engagements, pre-bot drop-offs, and transfer acceptance status. These enhancements provide end-to-end traceability across products and improve troubleshooting accuracy for customer experience teams.

Change log visibility for agent publishing

• Account owners and admins can view a comprehensive change log when publishing agent modifications. The change log displays all updates made to the draft version, including additions, deletions, and modifications with intuitive color coding for easy identification. Each change entry shows the owner's information, allowing admins to identify who made specific modifications and contact them if needed. Admins can review the changes and choose to proceed with publishing or cancel to review modifications in more detail. This feature ensures transparency and prevents unintended changes from being published to production agents.

Version comparison for published agents

• Admins can compare two published agent versions side by side to identify differences between them. The comparison displays changes across all agent components including greeting, guidance, greeting skills, skills, and tools. Admins can view differences between the current published version and the previous published version, with visual indicators highlighting the specific changes made. This feature eliminates the need to manually track changes in external tools, helping save time and improve efficiency when managing agent modifications.

Additional languages support for voice and chat agents

• Account owners and admins can configure voice and chat agents to support additional languages including Spanish, Catalan, Vietnamese and Arabic (Gulf). The system displays only the available voice actors specific to the selected language and support localized text-to-speech capabilities for numbers, dates, currency, phone numbers, and other formatted content. This expansion enables brands to provide more natural, localized customer experiences across multiple regions. This feature must be enabled by Zoom.