Zoom WFM Schedule group Queue

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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.

jrmagno

Employee

Hello,

Thank you for reaching out to the Zoom Community and for sharing your concern with us.

To ensure we can provide you with the most accurate and effective guidance, we would need additional context regarding your specific setup, as this type of issue is best investigated at the account level.

With that in mind, we recommend taking one of the following steps:

Submit a Support Ticket — Our technical support team will be able to review your account configuration directly and assist with troubleshooting. You may submit a ticket at support.zoom.com.
Email our Customer Success Advisor Team — You may also reach out directly at customer-success-advisor@zoom.us for personalized assistance.

Please include the following details when submitting your request, as this will help expedite the resolution:

Your Account ID or registered email address
The names of the queues that are not appearing
Any error messages or screenshots, if available
Whether this issue is new or has occurred before

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Chris Holt

Community Champion | Customer

Are they added to another Schedule Group already or are they new queues being added to WFM for the first time?

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M

M_AmeenAuthor

Partner

Dear Chris,

Thank you for your response.

At the moment, there are no other schedule groups created besides this one.

Is there any configuration I might be missing to enable synchronization between Zoom CX and Zoom WFM? I'm able to add agents successfully, but none of the Contact Center queues are visible when I try to add them to the schedule groups.

Thank you for your help.

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Raina Roy

Participant

Hi,
This usually happens when the queues haven't been configured or assigned correctly for Workforce Management. I'd first verify that the contact center queues are enabled for WFM and that they're associated with the appropriate site or business unit. Also check that your account has the necessary permissions to view and manage those queues.
If everything appears to be configured correctly, try syncing or refreshing the WFM data, as newly created queues may not appear immediately. If none of the queues are showing up, it may be worth reviewing the WFM integration settings or checking if there's a known issue with the current version.
If you can share which contact center platform and WFM version you're using, it may help narrow down the cause. Hopefully, someone who's run into the same issue can confirm whether it's configuration-related or a product bug.

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M

M_AmeenAuthor

Partner

Hi,

How to verify the queues are configured or assigned to WFM ?

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M

M_AmeenAuthor

Partner

Guys,

I figured it out. Seems i was missing the integration with Zoom Contact center.