Contact Center

Hi everyone,we are using Zoom Contact Center and would like to build a real-time dashboard or wallboard for a specific queue.Our goal is to have a real-time tile that shows how many agents are currently opted in and ready for that specific queue.The issue is that the available dashboard widgets seem to show either global agent status or queue membership, but not the number of agents who are actually opted in to a specific queue.Example:An agent is assigned to queue XY but is not currently opted in to that queue. However, some agent availability widgets or views still include that agent because Zoom appears to distinguish between queue assignment and queue opt-in status.In the “My Agents” view, we can use the filters Queue = XY and “Fully opted-in” to display the correct agents. However, this information does not seem to be available as a dashboard tile or wallboard widget.Zoom Support confirmed that a real-time widget showing the numbe

I am migrating my company into Zoom CC and have yet to find a report that clearly lists total voice engagements for each member of a team. I have referenced the Metrics Dictionary and all dashboards, logs, and reports. I am looking for a clear view that you can filter by agent to show the total amount of outbound and inbound calls they have connected throughout the day. A live view of this would be ideal. I’ve instructed our team leaders to use the count at the bottom of the Engagement Log filtered by each agent as a workaround, but this is an incredibly cumbersome and time consuming way to access the info they need. Any suggested reports for just the total daily engagement count?

Are there any keyboard shortcuts set up to work within Zoom Contact Center? I know that phone has hang-up, accept call, and multiple in-call options. Are there any that work for Contact Center? It seems like a lot of mouse clicking and searching for windows and buttons. I’d love to give me team options to reduce click fatigue and increase tool accessibility. 

Can somebody explain to me how to setup this formula in the custom measures in CX Analytics?Sum 1 for eachif DIRECTION = inbound and ORIGIN_METHOD = route_to_queue and ABANDON_DURATION >= 5000 ms then 1 else if DIRECTION = inbound and ORIGIN_METHOD = route_to_queue and ABANDON_DURATION < 5000 ms and ABANDON_DURATION > 0 then 0 else if DIRECTION = inbound and ORIGIN_METHOD = route_to_queue and ABANDON_DURATION = 0 and IN_QUEUE_WAIT_DURATION = 0 and  HANDLE_DURATION = 0 then 0 else if DIRECTION = inbound and ORIGIN_METHOD = route_to_queue and IN_QUEUE_WAIT_DURATION > 5000 then 1 else if DIRECTION = inbound and ORIGIN_METHOD = direct_transfer_to_queue and IN_QUEUE_WAIT_DURATION > 0 then 1 else if DIRECTION = inbound and ORIGIN_METHOD = warm_transfer_to_queue and IN_QUEUE_WAIT_DURATION > 0 then 1 else 0

🗓 29 April | Americas               🗓 6 May | EMEA                    🗓 20 May | APAC & KoreaCX Summit From Insight to Impact: The Next Era of Connected CX Customer experience leaders are under pressure to do more than manage interactions.  Yet many CX systems were designed to optimize individual interactions, not continuously improve outcomes across them. Insight often remains confined to dashboards. Automation operates in silos. Improvement happens in cycles rather than in motion.The next era of CX is defined by continuous performance. Context carries forward across interactions. Automation becomes smarter based on real outcomes. Insights trigger coordinated action across teams and systems. Every interaction builds on the last, improving resolution performance over time.At CX Summit, we will explore how leading organizations are operationalizing this sh

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.  

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.

The AI Expert Assist offering within the ZCX suite went Agentic with a recent upgrade, so I take it for a test drive to see what utility we could bring to our agents, check out the video!  

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!