Zoom Updates March 2024
Zoom Web Updates
- Consolidated Meeting and Calendar tabs: Admin control - The Meetings and Calendar tabs are merging to provide the greater visibility of the calendar view with the meeting details needed for your daily tasks. Easily view and filter upcoming meetings, view the invitees and their responses, and review shared materials ahead of the session, while also reviewing previous meetings and their assets, such as recordings, continuous meeting chats, whiteboards, and more. This change will be rolled out to accounts over time and be controlled through a web setting available at the account, group, and user levels. Initially, Basic, Pro, and some smaller Business accounts will have this available with the March release, with this enabled by default for those Basic and Pro accounts. Other accounts can expect this in an upcoming release, which can be managed for eligible accounts through the Feature Release Controls.
- AI-generated Virtual Backgrounds: Admin control - Generate a custom virtual background to suit your needs. Found within the virtual background selection window, eligible users can choose from preset options provided or enter a description of the virtual background they would like to generate. An AI-model will generate a few images to choose from, which can be immediately selected as your virtual background. Admins can control the use of this feature through account and group-level settings. This feature will be rolling out to accounts over the next few months.
Zoom Phone Updates
- New member availability report - Account owners and admins can generate a member availability report to view real-time visibility into members' status and availability across call queues. This report shows each agent's Zoom client presence status and call status. Admins can also select a specific call queue to view a member's status. Please note, that the member aggregate number will be removed in the future to avoid confusion on available agents. Please, submit a request to Zoom Support to enable this feature for your account.
- Enhanced control and activation for mobile common area phones - Admins can now enable or disable in-call features such as call park, transfer to room, and transfer to carrier. The update also includes the ability to export QR codes in bulk, and selectable expiration dates for activation codes help simplify mobile Common Area Phone deployments.
Zoom Events and Sessions Updates
- Introducing the session lite event type - Hosts can create a baseline webinar Zoom Event. This event type is a session lite event type, and it will have a minimalistic attendee experience that does not have a lobby, event detail page, moderation, ticketing, or event branding. Session lite events will only include a link to a registration form and a join link to the session.
- Enhancements to the Zoom Events Image Generation with AI Companion feature - In addition to the user's prompt, three recommended alternative prompts (based on the user's prompt) have been added to the Zoom Events Image Generation feature. Generated images that are inserted are added to the Zoom Events image library automatically. Hosts can also use the Image Generation feature for more areas in the event creation setup: Main Event Image, Session Image, Expo images, In-session branding (virtual background), and Production Studio.
- Customizable travel info tab for hybrid events - Hosts can add a customizable travel and accommodations tab to provide hybrid event attendees with helpful logistics such as embedded maps, airport/hotel directions, parking details, venue guidelines, and contact information. The tab content and visibility can be customized, allowing hosts to share targeted information with in-person attendees. This aims to simplify travel planning so attendees can easily get to the event venue.
Zoom Contact Center Updates
- Admin controls for AI Companion for Contact Center - Account owners and admins can enable or disable specific AI companion features like Sentiment Analysis, Engagement Summary, Follow Up Tasks, and Talk Metrics. This allows admins to customize which AI features are exposed to agents based on their preferences. These settings can be controlled at the account and queue levels.
- AI-powered live engagement monitoring for agents - AI Companion for Contact Center introduces new capabilities to help supervisors monitor and assist agents during live engagements. Supervisors can view real-time consumer sentiment, see live transcripts, and automatically generated conversation summaries to get quick insights. The UI is also enhanced to simplify common supervisor actions like listening in and recording engagements. These AI-powered features help supervisors to effectively monitor agent interactions and assist agents when needed.
- Interactive surveys for consumers - Admins can link surveys to messaging queues and flows to collect feedback from consumers. At the end of a chat, consumers are prompted to take the survey in-chat or later via a web link. The in-chat survey allows consumers to respond to rating scale, multiple choice, and free response questions within the chat window. It provides a seamless way for consumers to give feedback without disrupting the chat experience. This feature enables admins to gather targeted feedback to improve consumer satisfaction.
Zoom Revenue Accelerator Updates
- Support streamlined notification management: Admin control - Zoom Revenue Accelerator admins can efficiently modify and manage all their Zoom Revenue Accelerator related notifications, whether email or in-product, using a centralized control hub. This functionality is accessible through the Notification Settings and, if enabled, allows users to conveniently adjust their notification settings on their personal settings page. This setting is available at the account and user level. This feature may not be immediately available as it is dependent on a web release.
- Support for additional transcript language: Arabic - Language support for multilingual transcription is expanding to include Arabic. The newly supported language is currently in beta. Conversation metrics, Screen Text, and Call Outs, such as Indicators, Next Steps, and Good Questions, are currently supported in beta for this additional language.
Workspace Reservation Updates
- Introducing Wayfinding - Account owners and admins can set up wayfinding to guide users from the office entrance to their desks or meeting rooms. Users can view directions on their mobile devices, desktop app, and kiosks.
- Automatically check users into workspace reservations when connecting to office WiFi - Account owners and admins can enable a setting to automatically check users into their workspace reservation when their Zoom client detects they have connected to the office WiFi. This allows account owners and admins to more accurately track workspace utilization without users needing to remember to manually check-in. This setting requires account owners and admins to configure the office WiFi details at each location so Zoom clients can detect when a user is connected. When enabled, users will receive an alert when they are automatically checked in upon connecting to the office WiFi.
Zoom Whiteboard Updates
- Support for Whiteboard Projects in tablet and mobile - Users can now access and create Whiteboard Projects in tablet and mobile apps without joining a meeting. This allows users to contribute to specific projects, access shared content, and maintain organized workflows. The addition of mobile and tablet support makes whiteboard collaboration more flexible, enhancing productivity across devices.
Zoom Virtual Agent Updates
- Support for knowledge base AI-generated queries - Zoom Virtual Agent admins can opt in to AI-generated queries to help jump start knowledge base coaching. This feature leverages AI to generate queries based on knowledge base content. This allows knowledge base admins to efficiently train the system to align with specific company content. It is recommended that admins select the most frequently used articles to optimize efficiency. Once selected, admins can review the AI-generated queries and the best answers recommended by the model, change to a new answer, delete, or coach.
- Enhancements to video URL functionality in bot flows - Admins can easily embed video in bot flows by entering a URL, rather than needing to download and upload a file. For supported sites like YouTube, Vimeo, and Dailymotion, the video title and thumbnail are automatically populated. Admins can override the title if needed. For other sites, admins can manually enter a title and upload a thumbnail image. Users can play the videos directly within the chat . This enhancement simplifies the process of adding engaging video content to bot flows.