Update09/16/2022

Workspace Reservation And Contact Center Improvements

Zoom Video Conferencing
Zoom Inc.

Update from:
roland-c (expert)

[Release notes for Workspace Reservation]

Improvements

NEW AND ENHANCED FEATURES

General features
- Workspace email confirmation and reminders
  Admins and users can enable or disable workspace email and reminder notifications. When enabled, users can receive emails:
  - When a new reservation is created
  - When a user has an upcoming reservation within 24 hours
  - When an existing reservation is canceled
  - When an existing reservation is updated (location/date/time)
- Enhancements to desk recommendation
  There are several enhancements to improve the experience of desk recommendations for users. Users can a timeframe and if they want to use the available desk recommendations.
Admin features
- Import a CSV file of workspaces
  Account owners and admins can now upload workspaces in batches by importing a CSV file (up to 1,000 in one file). Previously, account owners and admins had to individually create workspaces; admins now have either option.
- Include photos of workspaces
  Account owners and admins can upload a photo of a workspace and include it with the workspace information for users to view.
- Add workspace capacity
  Account owners and admins can add or edit a workspace's capacity on the Zoom web portal. This will be visible to users to see and filter when looking for a workspace to reserve.
- Show reserved user's name and department when clicking on a workspace
  Account owners and admins can allow users to see the reserved user's name and department when users click a reserved workspace. The user's name will also appear when you hover over the workspace.
- Search for workspaces
  Account owners and admins can search for workspaces by workspace name in the Workspace Management section of the Zoom web portal.
- Export workspace information
  Account owners and admins can export and download a file with information of all the workspaces on their Workspace Reservation account.
- Enhancements to the Dashboard User & Workspace report
  There are several enhancements to improve the usefulness and clarity of Workspace Reservation reports from the Zoom Dashboard. TheUser & Workspace report now includes columns for Workspace Name, Check In/Check Out Time(of a reservation), and User Department; the Usage column has been removed from this report. Additionally, the Workspace Daily report now includes columns for Workspace Type (Room/Desk) and includes room data; this report can now be downloaded from Workspace Reservation Rate.
- Ability to move a workspace within the location hierarchy
  Account owners and admins can transfer a workspace to a different floor on the location hierarchy in Workspace Reservation by assigning it to a different location. Previously, workspaces had to be deleted and recreated on a different floor.
User features
- Display when frequent collaborators are in the office
  When selecting a date for a workspace reservation, users can view when colleagues, who they frequently collaborate with, are in the office. Users can add their frequent collaborators to a list. Additionally, when users a date, a list of their starred contacts who will be in the office will appear. This helps users choose when to come into the office, based on the schedules of their leagues.
- View and filter workspace capacity
  When booking a workspace, users can view the capacity of that workspace. Users can also filter workspaces by capacity and the number of seats available.
- View a user's name on a floor map
  When a user hovers their mouse over a reserved desk, they can view the contact card of the user who reserved that desk. When a user clicks the workspace, they will see the user's name and department. This feature must be enabled by the account admin.
Developer features
- Workspace APIs
  Note: Starting January 24, 2021, API release notes only appear on the Zoom Marketplace website.
  New Workspace Reservation APIs are available for developers in the [Zoom Developer Program]. With these APIs, developers can use these to check in and out of reservations. The following API is available:
  - Check in/Check out API: Set up check in/check out for reservations

Bug fixes

Minor bug fixes
Resolved an issue where reservations with no check-ins for reservation-only rooms and desks were not released if the setting was enabled.

[Release notes for Zoom Contact Center]

Improvements

NEW AND ENHANCED FEATURES

Administrator features
- Overflow to another flow
  Account owners and admins can change queue settings so that when overflow is applied, the engagement overflows to another flow. This enhancement applies to voice, web chat, and in-app chat channels.
- Enhancement to longest idle call distribution
  Account owners and admins can specify the call distribution algorithm for the longest idle distribution method for voice and video queues. They can select longest idle time since agents' last ring, or longest idle time for agents since their status changed from Not Ready.
- Variable-based routing for outbound calling
  If account owners or admins customized a Route To widget to route to an outbound call, they can specify a variable as the target number.
- Queue data in flow editor
  Account owners and admins can access different types of queue data to use for flow routing. For example, the number of agents, max wait time, or number of current engagements.
- Add interrupt messages for media while connecting
  Account owners and admins can add multiple messages that interrupt the audio set as the Media while connecting. This can be used to notify consumers that their call is still being routed to an agent.
- Control file sharing in chat engagements
  Account owners and admins can enable or disable agents' ability to share files in active web or in-app chat engagements.
- Multi-channel campaigns
  Account owners and admins can create campaigns that allow them to configure multiple channels (web chat, video, voice, and SMS). When consumers click a multi-channel campaign, they can which channel they want to connect to.
- Control agent transfer options
  Account owners and admins can control which queues, contact center users, or flows that agents can transfer engagements to.
- Kiosk integration for video engagements
  Consumers can initiate video engagements from the Zoom Kiosk devices and speak with agents/virtual receptionists.
- Flow widget support for mobile and in-app video engagements
  The following widgets are supported for mobile and in-app video engagements: lect (visual IVR), Send Media, Route To, Condition, Http Call, and Set Variable widgets. Customized Waiting Rooms are also supported on in-app video engagements.
- Recording privileges
  Account owners and admins can use role management to customize the recording privileges of users such as access, play, download, and delete recordings. They can also view a list of users with their recording privileges at the account or queue levels.
- Stereo audio for voice recordings
  Account owners and admins can change if voice recordings are recorded in stereo or mono. Stereo audio recording is enabled by default.
- Agent charts and tables for Wallboard
  Account owners and admins can add agent charts and tables to the analytics Wallboard to better track metrics like agent status and capacity.
- New metrics for real-time analytics
  The following voice metrics have been added to the real-time analytics dashboard for active calls: longest wait duration, longest hold duration, and longest talk duration.
- Enhancement to abandoned engagement metrics
  Short and long abandoned metrics are calculated based on the length of time the engagement spends in the queue, ignoring any duration in the flow. This results in a more accurate Service Level metric. There is also a new Contained metric to track calls contained in the flow.
- Wallboard Digital Signage integration
  Account owners and admins can display contact center analytics Wallboards on Zoom Room Digital Signage.
- Activity reporting by interval (video, chat, and SMS)
  The Queue Interval Report is available for video, chat, and SMS channels. Account owners and admins can use this report to summarize activity reporting and specify results by time intervals. The report sorts the results into a tabular at and can be exported as a CSV file.
- Enhancements to channel reporting structure
  Analytics and reports for web chat, in-app chat, and SMS have been consolidated to the Messaging tab to better organize similar channels.
- Change real-time reporting trailing period
  Account owners and admins can specify the trailing time period for calculating metrics in the real-time analytics dashboard.
- Separate settings for opt-out and Not Ready status reasons
  Account owners and admins can enable or disable queue opt-out reason codes separately from Not Ready status reason codes. Previously, these were combined in a single setting, requiring both to be enabled or disabled at the same time.
- Enhancements to dispositions
  If account owners or admins don't add any dispositions to a queue, agents will not see the dispositions in the desktop client. Additionally, account owners and admins can set any added disposition as the default disposition, including those added in disposition sets.
- Hide personal data
  Account owners and admins can choose which user roles can view consumers' personal information in engagements and reports. Personal data will be hidden only when participating in live text-based engagements and when viewing closed engagements, analytics, and voicemail inbox. This functionality does not extend to Zoom APIs or integrations with third-party applications.
- Enhancements to tables
  Tables in the Zoom web portal have been improved with more consistent drop-downs, sorting, search field sizing, and filters.
- Enhancement to phone numbers search
  The search feature on the phone numbers page will return relevant matches regardless of the phone number at used in the search field.
- Set default status after missed engagement
  Account owners and admins can set a default status when an agent misses an engagement. This feature requires client version 5.12.0 or higher.

Bug fixes

Minor bug fixes