Zoom Updates May 2024
Zoom Workplace App Updates
- Optimized video quality streaming for simulive webinars (Win, macOS, Linux, Android, iOS) - Simulive webinars stream at the highest quality that each attendee's device can handle. Previously, if one attendee's device couldn't handle 1080p, the quality would downgrade for all webinar attendees. The video quality is optimized for each attendee based on their device and network capabilities. Users with sufficient bandwidth and processing power will consistently receive 1080p quality.
- Persistent More menu and global navigation behavior in the Zoom Workplace app (Win, macOS, Linux) - In the global navigation toolbar on the Zoom Workplace desktop app, users can click any item in the More menu to automatically pin it to the toolbar to keep frequently-used products available for quick access. Additionally, if you attempt to move all product tabs into the More menu, you will be notified that at least one tab must remain active.
- Support for post-quantum end-to-end encryption for meetings (Win, macOS, Linux, Android, iOS) - Post-quantum end-to-end encryption in Zoom Meetings is designed to withstand the threat of an adversary who can capture the encrypted network traffic, hoping to acquire a quantum computer in the future and use it to decrypt the captured data. As users upgrade their Zoom desktop and mobile app to version 6.0.10 or higher, all end-to-end encrypted meetings will start leveraging our latest post-quantum end-to-end encryption protocol. If PQ E2EE is unsupported by any participant's device, the meeting will default to standard end-to-end encryption (E2EE) when enabled. Additionally, the user interface is updated so that when meeting participants click the shield icon in the meeting window, next to Encryption , they’ll see one of the following encryption labels: Enhanced , End-to-end encrypted , or Post-quantum end-to-end encrypted .
Zoom Web Updates
- Customer Managed Key (CMK): Dashboard - Account owners and admins can access the Customer Managed Key (CMK) tab in the Zoom Dashboard for a detailed view of CMK utilization across their account. This new dashboard tab enables direct auditing of encryption and decryption activities, enhancing both transparency and control. Importantly, it does not collect additional data but instead makes existing data more accessible to admins. The dashboard will include the top asset type by encryption and decryption, daily and weekly numbers for encryption and decryption, as well as usage trends.
Zoom Phone Updates
- Include shifting hours in subscription center reporting - Account owners and admins can configure shifting hours for agent groups in subscription center reports. When generating daily reports, admins can specify time windows to view data from particular shifts. For weekly and monthly reports, account owners and admins can also choose the date range they want for a report. The new options allow businesses running multiple shifts to better analyze performance during different hours of the day. With this flexibility, admins can gain more targeted insights into contact center operations.
Zoom Revenue Accelerator Updates
- In-depth analytics for sales scorecards and coaching - Scoring data has been added to analytics, providing robust analytics for completed scorecards. Managers and sales leadership can view aggregated evaluation scores for Sales Representatives over custom date ranges, filtered by specific scorecards and teams. The feature allows drilling down into individual-scored conversations to understand context. Results can be exported for external analysis. Sales leaders gain visibility into scorecard usage and average scores across the organization.
Zoom Contact Center Updates
- Enhancements to Real-Time Queue Performance tile - Account owners and admins can see additional metrics in the real-time queue performance wallboard tile. New metrics include longest wait duration, longest talk duration, longest wrap-up duration, and longest reply delay for each queue. There is also a summary view with total engagements waiting across queues and longest durations across queues. This provides greater visibility into real-time queue performance to identify queues needing help.
- Support for Video Channel in Zoom Contact Center Smart Embed - Account owners and admins can enable Zoom Contact Center to integrate with third-party web applications like CRM, ticketing systems, EHR, and ERP systems through a smart embed. This feature allows users to handle video interactions, manage their status, and opt in/out of queues directly from the third-party application. It also provides developers with methods to perform screen pops, save engagement logs, relate interactions to specific objects, and invoke APIs based on contact center events. This integration enhances the user experience and streamlines workflows by combining Zoom Contact Center functionality with existing third-party applications.
Zoom Virtual Agent Updates
- Ability to link to specific steps in subflows - Conversation designers can now link from one bot subflow to a specific widget in another subflow. This allows skipping ahead in flows instead of always linking to the start widget. For example, a Collect Input widget can route to the 5th widget of subflow A. This provides more flexibility to customize the end-user experience by skipping unnecessary steps when linking between subflows. The enhancement is available for Condition widgets, Collect Input widgets, and other widgets that link subflows.
- Add knowledge base content using custom API - Admins can generate a custom API key, enabling them to systematically integrate additional content from other data sources. The new API provides a simple way for admins to automate population of the knowledge base from external content repositories. This saves time by eliminating the need for manual entry of articles and results in more comprehensive and up-to-date knowledge bases.
Workforce Management Updates
- Ability to revert schedules to previous versions with audit trail - Workforce Management admins and supervisors can revert back to a previous version of a schedule. The reverted schedule becomes the next entry on the audit trail, systematically mirroring the selected previous version. For example, if there are 5 entries from schedule creation to the current version, and the user selects to revert to the third entry, the sixth entry becomes the current version, reflecting the third entry. This feature allows admins to easily undo changes and restore previous schedule states, providing greater control and flexibility in managing schedules.
- Bulk scheduling of fixed meetings for agent groups - Workforce Management admins and supervisors can bulk schedule fixed meetings for a selected group of agents at a specified date, time, and duration. The meetings are added to the agents' schedules regardless of existing activities, with options to handle conflicts such as scheduling over conflicts or skipping conflicted agents. A warning is provided for agents with scheduling conflicts, and recommendations for alternative times can be generated. This feature streamlines the scheduling of training sessions or other fixed events for agent groups.
- Support for EU local deployments - Zoom has added support for EU local deployments for Workforce Management.
Zoom Workspace Reservations Updates
- Set Visitor Management admin permissions at the location level - Account owners and admins can assign Visitor Management admins at the location level instead of just the account level. This allows admins to only have access to certain locations, preventing them from accessing locations outside their role. The location-level admin permissions can be set in the Custom Scope section of user roles and directly in the location settings.