Contact Center

I just tried to get support from the AI bot - what an experience! It repeatedly asked me for security information - even though we went through that information at the start of the call. It then kept forgetting what it had told me and looping with the same information. It repeatedly interrupted me and didnt listen. It was challenging and frustrating - and a complete waste of time.

When a caller is presented with the Menu-based interrupt there appears to be no way out of it. They will have the option to eitherRequest a CallbackLeave a voicemailRouted to a FlowIf the caller does not want options 1 or 2, option 3 would send them to a Flow but how can they maintain their position in queue this way? Should there not be an option "press x to continue waiting"?

Does anyone know if there is a way to give people access to a report I've created in CX Analytics? I don't want to create a subscription I just want it to be available to them in CX Analytics.

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Is it possible for one Agent to call another Agent in ZCC?.  When making a 'New Voice Call' the 'Contact Center Contact' list isn't available to select an Agent from.  This contact list is available when transferring calls.  Any help appreciated

Please, I would like to request the inclusion of the Portuguese (BR) language in the CSAT within the ZCC, as it is currently only available in Portuguese (PT).

Hello,I am looking for a way to view an agents individual calls network stability during a call. Is there a way to view this without having the quality management package?

Can we restrict queue call back so that only specific agents can receive those calls?  If so, how?And can we set the outbound caller ID when the system initiates the call back? In my use case, customer would like it based on inbound DNIS for the queue. 

Our Contact Center team is wondering if we can make entering notes required for certain disposition codes.  One example would be that we have a disposition code that says call was transferred to the Executive Director.  The CC Manager would like to require a reason given for transferring calls to the Executive Director.  The manager has also asked if those notes could be included in one of the reports that they run as currently they do not see notes in any of the reports.

Hey everyone,My work revolves around answering inbound calls and doing outbound on ZCC which I typically do via the Zoom Desktop App. However, in preparation to work remotely soon, I tried using the Zoom Web App on Chrome on my Tablet (Huawei Matepad); as ZCC is not in the Mobile App, which has previously worked a few months ago.Testing the speaker and mic settings worked fine but whenever a call comes in, I am unable to hear the customer nor speak to them; the automated transcript also fails to register anything. At first I thought it just had to do with the tablet but when I tried using the Web App on my desktop (the same one I typically work on via Zoom Desktop App) the same issue persists.Tl;dr:Unable to hear customer nor speak to them on ZCC via Web App. Tried on both Tablet and Desktop where speaker and mic is detected properly in the settings.Any ideas on how to resolve this issue? (Tried updating chrome, restarting tablet, etc.

We're trying to use fields from Salesforce in our call flows to route calls directly to users or queues.  I cannot seem to find any documentation on how to do this in the call flows even after we have completed out Salesforce integration.  Any idea of where documents might be for this? 

To Zoom Support Team,I'm writing on behalf of my entire development team to report a critical and widespread performance issue we consistently experience when using Zoom's screen sharing feature concurrently with PHPStorm (an IDE by JetBrains). This problem significantly impacts our collective productivity and renders our development environment almost unusable during Zoom calls. The Problem: Excessive CPU Usage and System LagWhen any member of our team is in a Zoom meeting and/or shares their entire screen, their system's CPU usage spikes dramatically.  Specific Symptoms:Extreme Sluggishness in PHPStorm: The IDE becomes incredibly unresponsive. Simple actions like right-clicking to open a context menu can take 2-5 seconds, terminal commands execute with significant delay, and scrolling or typing within the code editor experiences sever

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Is there a feature/function in Zoom where the transcript from chat (web) in contact center that will automatically bring the transcript into a task or Zoom Session history record?  All of the help articles I am finding all speak about Meeting chat and that's not what we are looking.  We need to transcript from the chat to come back into Salesforce so we have record of what was talked about - and are able to view the history of that conversation. 

I've just spoken to support and already submitted feedback/feature request on this topic. We are new to Zoom, my users use the Zoom Workplace desktop client, specificially the chat function of ZCC to serve our clients.  Adjusting the font size (Settings > Accessibility > chat display size) only changes the font size in Team Chat, but not ZCC. As a workaround, we adjusted the user's screen scale up to 125% from 100%. The other fix for this is to use the Web App version where the font size is controlled by the browser. The preference is for our staff to use the desktop app. 

Trying to create a routing profile that will prioritize who will receive calls in a given ZCC queue. Set up the routing profile with multiple agents being given the highest priority (3) and then one agent at priority (2) and one agent at priority (1). When testing the agent set at priority 2 would be first dialed, then priority 3, and finally priority 1. The queue was set to longest idle. Trying to figure out why the queue set up did not seem to be actually following the routing profile. 

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I was chat with my friend since August, 2024. We used to chat a lot. All chatting data is very precious for me. But, nowaday I noticed that all chatting data was gone between 11/09/2024~about november(about 3 months). But photos were still remained. what's the problem with this situation? can I restore my chatting data back?

I accidentally deleted the Default Demo Flow in my Zoom Contact Center and would like to restore it or download a copy. I want to explore and test the default setup before making any customizations. Is there a way to re-import the original demo flow, or could someone share the default JSON export?Any guidance on restoring default flows or best practices for starting over would be greatly appreciated! Thank you!

I would like to request the inclusion of a specific "Work Started" filter option in the agent history report in the contact center

We are testing the use of Evaluations and Calibrations and I think I broadly understand how these features behave.  What I'm missing is the process/actions possible post one or more Calibrations of an Evaluation. If there is a material difference between an Evaluation and a Calibration(s) how is this highlighted?  What actions could this trigger or is this just reported and actions need to be taken offline (e.g. discuss differences with Evaluator to ensure more consistent assessment going forwards / Replacement of original Evaluation with a new one)? Am I missing features that perhaps:Provide feedback to the original EvaluatorAutomatically adjust the original Evaluation Scoreetc.Any advice/tips on the practical use of Calibrations would be appreciated.  Thanks!

Whenever a call is upgraded to video and a user opens the link from a computer, the end user background is blurred. This makes it difficult for identification purposes if they were to hold up an ID or something which blurs what they are trying to present. This works fine on mobile devices. Is there a setting on the admin side to make calls accepted from a browser within Windows to have a blurred background when opening the link within a browser?

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When I export my registration report to Excel, the fields for Sign-in time and Sign-out time are nothing but a series of Xs. The actual sign-in and sign-out times to not appear. How can this be remedied?