Contact Center

We currently switched to Zoom Contact Center.  I used to be able to get queue calls on both my desktop and my android phone Zoom App.  This was very nice, when I couldn't be near my desktop. Is it still possible to be a part of our company queues, but answer get the calls on my smartphone?

There are a whole host of new features now starting to appear in the Zoom Contact Centre agent experience. New customers are seeing this new layout straight away, existing customers over the next few months, but you can request via a feature flag.Lots to like here, the sentiment bar at the top is really quite useful, as is getting your AI suggestions in line with the conversation.  

Hi, We have a request to add a new inbound path, but deliver to an existing queue. I know I can identify and tag DNIS in the flow and route to different skills.What I need to be able to do is display either the incoming DNIS or the Skill to the agent *prior to answer* ie on the inbound call notification.After testing I am aware I can enable the DNIS variable to show as an extended panel on that notification, but that is a global setting. Is there a way to do this at a queue level? The requestor does not want to create any additional queues to service this as volume is minimal. But agents need to know prior to acceptance as greeting will be different.  

ho dovuto annullare la prepagata perchè rubata, in attesa posso pagare col bonifico? e con quali dati? 

Hi, I need to edit the All Engagements view in Zoom Contact Center and needs guidance on customizing the view/columns. I need in Open and Closed Engaments to add a new Column with Custom variable.

I have staff that work different shifts from week one to week two.  I watched the tutorial on Rotational Schedules but that was specific to multiple agents on a single rotational schedule.  In the rotational schedule, how can I assign a single user to multiple shifts?

Hi,unless I am missing something, I am not able to find a report which can be run to extract the info on custom variables used during the flow in zoom contact center. can someone point me in the direction where its natively available and I do not have to fire any API calls to get it?

According to the instructions provided at https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0073537, users assigned the Admin role should be able to create a Wallboard using the "Call Queue Analytics / Real-time" source. But the users I assigned as an Admin do not have this source listed. The only source they can see is “Quality of Service”. (However, the user in the Owner role can do this without any problem.)How do I fix this problem so that users inthe Admin role can create Wallboards with the "Call Queue Analytics / Real-time" source?

Hi, The computer has zoom app which installed in someone, but perhaps I can not login by the account. Is there tool or command which can remove the previous zoom app clean? Thanks.

Can anyone help to setup my sms services via zoom  and here i am stuck with that Your SMS campaign has not been provisioned because of the following reason, DCA declined sharing request for campaign CP6AXX3. Rejection Category: CALL_TO_ACTION. Explanation: CR4003 - Call-to-action does not contain HELP instructions (e.g. Reply HELP for help) or HELP instructions in Terms & Conditions;CR4005 - Call-to-action does not contain message frequency disclosure for recurring message program;CR4007 - Call-to-action does not contain complete terms and conditions OR link to complete terms and conditions;Additional Comments: ;Webform requires TN; update CTA/missing disclaimer- msg freq & help;For additional information, please visit: https://community.sinch.com/t5/10DLC/10DLC-Campaign-Rejection-Codes/ta-p/15722.

I am coming from Vonage Contact Center where we could easily give each agent a proficiency number with a simple slider in the user admin.  The logic was simple, the highest priority agent received the calls first, if there was a tie then it reverted to longest without a call.  During the Zoom sales pitch we heard the same thing existed.  If it does I sure have not figured out how it works.  All of my agents except two are setup as proficiently level 4, two are set to 1 as they are only needed to take a call when the queue fills.  It seems like engagement distribution is the first step in the process, and that the routing profile using proficiency never kicks in.  Is there another way to do this? Queue settings 

On the latest version of Zoom Workplace app, using a Lenovo workstation, and Yealink WH 64 wireless headset.  Mostly it seems to work ok then for no reason calls will come in and when answered there is no audio.  Keep the sound app open on another screen when this happens the mic appears dead.  No moving of the volume as I speak.  When I use in another app headset works fine.  Then for no reason I can find the calls start working again. This happens intermittently, a reboot sometimes fixes sometimes not.  I uninstalled and reinstalled the application, changes headsets, next is to try a new computer.  anyone else have this issues or a solution? 

Just went live this week on ZCC.  I need to give my agents access to a dashboard for their queue.  I find it hard to believe there is no way to block the Default Supervisor Dashboard.  There is information on that dashboard that we don’t want agents seeing such as proficiency.  

Folks!There are some awesome updates available to you for ZCX CX Analytics now!Custom Measures (create your own metrics for dashboards & reports (other vendors charge for this)) 2 new reports NotificationsNotifications are my favourite of the 3 as this comes up in every workshop I hold with team leaders & supervisors (and other vendors simply don’t do alerts out of platform). Alerts to email, Zoom Chat & in Zoom CC if you are an agent / supervisor to bring your attention to what needs helping & supporting in the CC.Check it out on YouTube via the link below - like & subscribe for more CX content.https://youtu.be/UFI3QfGWpZ0  

Mobile app is enabled, queue is programmed, users are added to queue and settings enabled that allow users to access the VMs for queues.  However, you can see the VM’s in the app on the PC but you can’t see them in the mobile app.  Has anyone else experienced this and how do I fix it?

This article lists ‘Wrap Up After Transfer’ as a queue setting https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062859  But in my queue settings it does not show:   Did something change and this setting is found elsewhere or are my queue settings bugged? 

I manage a handful of call queues and im coming across an odd discrepancy in my analytics. How is it some of my agents total combined staus percentages (ready, not ready & occupied) do not equal 100% but some do? When I first  noticed this I assumed it had to do with offline time but if that was the case none of them would equal 100%. I make sure everyone is offline each night so they would all be well below 100% if offline was counted in the total. So what is making the difference? What am i missing?

Greetings Zoom team! I have a few inquiries that I'm struggling with; I would appreciate your help:Holiday Hours → As an administrator, are we setting those dates and times in the Phone System Management?Preferences → What type of information should we configure and establish in the preferences section?Queue → As an administrator, are we only assigning teams and agents to the queues, or can we also adjust or do other things there? Simply aiming to clarify what details we are setting up in each tab and menu. Cheers!

Hi i am trying to get opt out/in data through API but can't see a suitable scope is there a scope to get this data.

For one of our groups in Contact Center, we need to collect information from our callers and then have that information sent to an Inbox so it can be listened to by the team. What we’re planning is that when the callers hit the flow, they will be presented with a question → answer the question; and then the system will repeat this for as many questions as there are. When all questions have been recorded, all of these answers should then be forwarded to an Inbox where the interaction can be reviewed.This is the configuration that we’re trying to get to work but we’re having some issues getting the CollectInput widget to capture responses from the callers. And we do have “Voice input” enabled.This is the basic flow but not sure if this will get us what we want:Question 1 (Send Media widget) → Collect verbal response to question 1 (Collect Input widget)Question 2 (Send Media widget) → Collect verbal response to question 2 (Collect Input widget)Thank y

We have a contact centre flow that has a number of collect input widgets after send media widgets in the flow. My MD wants to hear the caller speaking during the interactions. Is it possible to have a call recording of the interaction at this stage even though the caller is interacting through a menu?Here is a screenshot of the flow.  

Client is asking when the feature update in Zoom to allow WFM with Read Only access?

I manage multiple call queues and trying to find a way to have a dashboard to monitor volumes, wait times, svc level and who is logged in and out for all queues in 1 location. I went to the Zoom Learning Center and the first lesson tells me to open the Zoom Desktop Client and select the Zoom Contact Center Icon at the top menu.  I don't have that icon.  I downloaded the most current update and still not there. What am I missing?