Contact Center

Hi,I can't find any queues available to add to the schedule groups in WFM. None of the contact center queues are showing up as available to add. Any idea.Your help is greatly appreciated.

The team at Zoom have been super busy at the start of the summer, here is a double top ten covering releases in June & July. Could have easily been a top ten on Virtual Agent alone!!!! 

Dears,I am wondering if there is a way to show the Zoom Workplace (for contact center) UI in Windows/ browser in Arabic language?Are there any coming release that will support this? Best reagrds,Ali Aljohani

If you are a team leader or Supervisor on Zoom CC you have plenty of tools available to you to help monitor & manage both agents & contacts..There's also bonus capabilities if you have AI Expert Assist.Check out the short video I put together on YouTube 

need to see my videos You deleted them on cloud Want to pay .Why u deleted themYou have to wait .I am a client for two years What shall I do now .

The team at Zoom have cooked up a great extra feature for contact center - the ability to bring all of your channels into one welcome screen on a website. Instead of multiple icons, we now have Welcome Screen.This means we can offer chat, video, calls, message options, plus the ability to take customer information before an interaction starts, a much cleaner experience. A lot of possibilities & this looks great as an out of the box feature.Check out the video on YouTube 

Our supervisors have access to listen, whisper, and barge into their reports’ calls with no issues, but the button to preview call transcripts appears intermittently. About 75% of the time, the button is greyed out, but for some calls they can click the blue preview button and pop out the live call transcript. I haven’t seen anything about this feature in CC support docs. Has anyone else experienced this, or know if it’s a permission setting on the super or agent end we could fix?

hi all,i am trying to capture 2 digit input using “collect Input” widget and input type as input capture. i am storing this info in a variable.logs show correct dtmf getting detected but the condition widget always end up with condition “no match”.i have tried both var type as integer and sting. for condition i have tried format a 22, “22” “2\2” but no luck. any one experience with collecting 2 digit input?i can get it to work fine if i use collect input type as menu but then i can only use 1 digit.  

The Zoom team have released CX Insights recently, bringing analytical data that is actionable & conversational to the Zoom Customer Experience suite. Massive credit to the Zoom product team for taking an area of the product that wasn’t perfect & turning it into a position of strength.This is seriously impressive & will help contact centres of all sizes to get greater insight without needing to spend life in spreadsheets.Check out the video & give it a comment on YT for what you'd use CX Insights to learn more about.

We just turned on messaging (web chat) in one of our reservation department.  It made a mess of our dashboards.  I have all agents assigned to a Reservations (voice) Queue and Reservations Chat queue.  Even though I have all the filters are set to the Reservations Voice Queue, the Dashboards are insisting on blending the two queues together.  A real time agent listing will show agents as ready and idle even when they are on a call because they are not on a chat.  In addition, the available agent’s widget does the same.  I want it to show how many agents are available to take a call, but they show available since they are not on a chat. Is this expected behavior because I sure don’t expect it to behave this way.

Selecting a tier 1 disposition used to expand the category and let us choose the second tier. Now, we have to select the > icon next to the disposition to expand it otherwise it won’t select a disposition. What changed over the weekend? There used to be the ability to click the tier 1 disposition and expand now selecting the disposition does nothing. Can we change this back to the old way at all? We need a solution to revert back to the original format. 

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?

A brand new feature on Zoom Contact Center & one that will save your agents time & effort - Message Parking for digital messaging.Check out the short demo video on Youtube: 

Need to keep track with the many release highlights from the Zoom team? I’ve complied them into a top ten for May 2026. Comment on the video with your favourite!  

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 number of opted-in agents for one specific queue is not

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. 

The team at Zoom recently added ZCC capabilities into the Zoom Workplace mobile app. Voice & Video channels are currently supported.Check out this demo video that shows the feature & talks about some of the use cases & leave a comment for how you would deploy this! 

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 shift. Through visionary perspectives, customer stories, and real-world innovation, you will see how unifying engagement, intell

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!