Contact Center

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?

We are using AI expert assist to help in the contact centre and the past week I’ve been looking at the coaching section of the knowledge bases and trying to figure out the best way to handle it. Currently I have been filtering by “no match” then marking the filler terms as “junk” and manually matching up articles when needed. But this doesn’t seem to be effecting future coaching prompts. For example someone will say “thank you” which I have flagged as junk multiple times only for it to appear the next day as no match. This should be getting caught by the fall back intent we have set up but still slips through. I’m curious how other people have been handling coaching their knowledge bases as it does feel like i’m doing something wrong and seeing very little impact.

Hi guys,Feel free to connect with me on Linkedin: https://www.linkedin.com/in/webervieira/And in my company page too: https://www.linkedin.com/company/fixerptecnologia/Thank you so much.

Hi There,I have recently Integrated  salesforce with Zoom Contact Center through Zoom For Lightning App.I have established Oubound calls  and I am able to get the Summary of the call, But I am not able to see that summary on the Session History Object Record.Please correct me if I am wrong, the Summary should be populated on Session History record. 

This was fun to get to know! The team at Zoom made Contact Centre configuration available via MCP as part of their latest release, which means, the ability to update aspects of the CC setup via Claude.If you are a Zoom house & an Anthropic Claude house then this has the potential to make your administration more conversational & more accessible. And as a partner, it means we can be more efficient & effective too.#zoom has been quick to say that no new capabilities outside of the API stack are available at this time & that initial release is fairly limited. But you can certainly see the potential here.Check out the #youtube video to enjoy this week's #apieceofCX 

Folks!There is a lot to like in the Zoom Customer Experience suite release for October 2026. Whilst there may not be any headline announcements, this release has a lot of enhancements to make the life of agents, supervisors & admins a lot easier.Check out a Top 15 summary here on Youtube: 

Hello,I would like to confirm whether the Zoom Contact Center Knowledge Library can connect to and reference files stored in a shared Canvas folder.For example, if documents in the shared Canvas folder are added or updated, can the Knowledge Library access or reference those files through its connection/integration functionality?If this is supported, could you please let me know which connection or integration method should be used?Thank you in advance for your help.

We are trying to update the incoming email message with ServiceNow ticket number. When the email session is completed for the day and if the user reach back later, we parse the incoming email to serach for the INC1234567*****, and open the existing incident instead of creating a new incident. Is there a way to update the incoming message> I tried using this script, but it is not working.async function main() {  const body = var_get()["global_system.Engagement.body"] + "<br><font size='1'>" + var_get()["global_custom.servicenow.incidentID"] + "*****</font>"  global_var_set("global_system.Engagement.body", body);} 

I am new to ZCC and have been working with our ServiceNow team to setup the integration.  We have the integration working; however, we are running into an issue with phone number matching/lookup between ZCC and ServiceNow.  Anyone else run into this and have a fix?  ZCC formats phones numbers as +1xxxxxxxxxx and in Service Now the phones are store with parenthesis and/or dashes.  If I change the number in ServiceNow to match the ZCC number format then the User lookup works and the user is populated in the Interaction record.  I am hoping there is a way to normalization the phone numbers between ServiceNow and ZCC so the integration will find Users by phone number.  Updating all the phone numbers in ServiceNow is not an option.

Hello, I want to report about a spam subdomain https://raynerdavies-co-uk.zoom.us/. I saw its Source and it is having thousands of Spammy links being hosted on official Zoom.us subdomain.

Hi all I am new to Contact Center, I am trying to understand the hand-off of variables from ZVA (Voice) to Contact Center. In my current config the ZVA has a skill that is collecting specific user info from the caller (name, email, company-id, extension) when they ask to speak to a live agent. I have the custom fields saved to global variables. I also can see the custom variables I created in ZVA in the Contact Center variables. I have strict instructions for the agent to respond back and confirm the variables are populated with the caller info provided. I created another skill for the agent to run /transfer_to_live_agent. When the call transfers to the agent, I do not see any of my custom variables when the agent accepts the call. I have double checked that my variables are set to global, active setting for Display in Zoom Contact Center client, Display Location is both incoming notification and engagement details. What’s the trick to get the details in the Contact Center Agent worksp

The new agent experience for Zoom Contact Center is here & it brings with it a whole host of contextual updates for your contact center agents. Message history & expert assist improvements, plus the introduction of the customer panel, will a huge amount of insight now available to help your agents best service your customers.Check out the video on YouTube 

I have completed the steps below and still not seeing the connected email as a flow entry point option.Contact Center Management, Preferences, Email Engagements, Connect Email AccountContact Center Management, Queue, Setup Email Queue and AgentsContact Center Management, Flows, Create Email Flow

Hi,I created a dashboard to monitor in real time the calls that are waiting in a queue (voice). I configured two thresholds to see a Warning and a Critical message to be informed about this situation. The next step should be to be able to send this alerts to a chat channel. Has anyone else faced a similar situation? How did you handle it?thanks¡

As virtual assistant coud not help I want to create a ticket to get a response to the issue have (which is to make me the official owner. Account is mine only and I have been paying)  

The latest A Piece of CX video is live & it is an updated look at CX Insights from Zoom. With a number of improvements brought to the new CX Insights product over the summer, it was time to take another look at how you can move out of spreadsheets & into meaningful, actionable insights.Check out the video to see how CX Insights is a game changer for any Zoom CX house.  

This edition of #apieceofCX attempts to squeeze the many updates from across Zoom Virtual Agent & Customer Experience into a top 10!October already feels like we could be into top 15 territory with so much innovation from the team at #Zoom.Enjoy & leave a comment either here or on YouTube with which feature you are most looking forward to.  

Hello, we currently use the contact center to get inbound calls, but we also have our agents use their zoom phone to send out sms. We have seen that people will call the agents back through their zoom phone and when they are on that call they are getting a call through the contact center. Is there a way to prevent them from getting a call while on a call through their zoom phone?

Today on #apieceofCX we look at a recent addition to the #Zoom contact centre offering, Data Tables.Data Tables give the opportunity for local data to be referenceable within contact centre flows, providing a bridge to a full CRM solution & in the past couple of months since introduction, they have already evolved to be very useful for Zoom CX admins. 

I last used Zoom about 2 weeks ago.  Yesterday, I opened Zoom on my Windows PC, and may have updated it to the current version.  Now my contacts list is empty.  I had two before, now there are none.  This is in the Contacts pane of the Zoom Workplace window.I noticed that when I first started the app this morning, the Zoom window started up with an unusual format, then refreshed to a more familiar format which showed both of my contacts, then refreshed again and the contacts were no longer displayed.My contacts are displayed correctly in the Android phone app.

I am unable to have Zoom on my IPhone? Please help

Hello, We have a somewhat unique ZCX customer use case.  During normal business hours a restaurant chain might call this customer and request some new food orders (bulk food supplies).  However, some businesses are focused on late-night or after-hours such as bars or or other food and entertainment venues and need to perform fast paced tasks with this vendor out of band.  One of these customers might call into the Zoom contact center and place an entire bulk order over voicemail, sometimes dozens of items or part numbers etc. These voicemails, while probably 2% of cases, exceed the 5 minute limit imposed by Zoom contact center for inboxes. Can we get this limit bumped up to 10 minutes for individual voicemails?

A brand new feature from Zoom for Contact Center flows - Intent Based Routing.This builds on the AI Studio offering & gives you the ability to easily establish a reason for contact to then route interactions accordingly. In fact, you could use these for IVR style routing, without the need for a full virtual agent experience, and potentially then route into ZVA or direct to Queues.Check out the video on YouTube! 

I am wondering if anyone know how to look at First call Resolution and track this KPI?

 a 2 agentes no les aparece el campo de disposiciones en el wrap-up (conclusión) en una campaña outbound de vista previa, pasando directo a la siguiente llamada.