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Call Queue Polices

jmanini
Listener

We are setting up our first call queue. We want Managers to have the ability to see reports, see the queue they are assigned to only and be able to see who is logged into the queue and be able to log agents out of a the queue if they forgot to do so. By giving managers Call Queue Admin rights, the ability to log agents out of a queue is not an option.

 

We also have a need for agents to see what other agents are logged into their respective queues.

3 REPLIES 3

RajanB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Looks like "Power Pack" add-on license will fulfil most of the above requirements. Please refer to link below:

https://support.zoom.us/hc/en-us/articles/360058648052-Call-queue-real-time-analytics-and-historical...

 

jmanini
Listener

So we are new to the Zoom phones and it's call Queue capabilities so far but we would like to see three much needed changes or updates. The two requests above, support replied that that is normal behavior and that they would pass the feedback to the appropriate team for a possible feature update at some time. The third things is the ability to have multiple schedules for a call queue per day. This would allow us to close a queue for a period of time during the day for internal meeting etc. We were also told that this would also be considered in the future releases. How does one submit for a feature update? Thank you in advance for you thoughts and feedback.

naveen
Community Champion | Zoom Employee
Community Champion | Zoom Employee

@jmanini The best location to provide feedback /feature requests is with this link or https://zoom.us/feed/  Or by contacting your account team.   Zoom is always looking for great ideas or input.