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What is the Zoom Contact Center?

Zoom Contact Center and Virtual Agent is a product offering that brings omnichannel functionalities, like voice, video, and AI chatbot, to the consumer experience. Explore the Zoom Community's Recent Activity below to join the Contact Center conversation and connect with other members. If you're still looking for support, browse our Zoom Contact Center support articles or start a new discussion below!

Recent Activity

Agent Report

Hello, I am trying to find the utilization percentage for my agents. Although I do notice that we have productive tasks listed under the not ready status and wanted to see those tasks fall under the time they were occupied. Any help with this issue?

: Request for Live Bangla Translation Feature in Zoom

Dear Zoom Support Team,I hope you are doing well. I am reaching out on behalf of thousands of freelancers, professionals, and businesses from Bangladesh, India, and other Bengali-speaking regions who rely on Zoom for international communication. Howe... Show more

 

Dear Zoom Support Team,

I hope you are doing well. I am reaching out on behalf of thousands of freelancers, professionals, and businesses from Bangladesh, India, and other Bengali-speaking regions who rely on Zoom for international communication. However, due to the lack of a live Bangla translation feature, many users struggle to understand their clients, resulting in lost opportunities and ineffective collaboration.

With over 300 million native speakers, Bangla is the 7th most spoken language in the world. As freelancing and remote work continue to grow, an AI-powered real-time Bangla translation feature would be a game-changer for professionals working with global clients. Zoom has already introduced AI-powered subtitles and translations for multiple languages—we kindly request the addition of Bangla to this list.

By integrating live Bangla voice translation and subtitles, Zoom can:

Help millions of professionals communicate effectively
Increase Zoom’s user base in South Asia
Support businesses and freelancers in bridging language gaps

We appreciate Zoom’s continuous innovation in breaking language barriers and hope you will consider this request. Many freelancers are willing to support and test this feature if required.

Thank you for your time and consideration. Looking forward to your response.

Best regards,
Md Juwel Rana
Freelancer | [All Freelancing Websites]
📧 ***********


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Agent missing/declining calls with Auto Answer on?

We have our agents on auto answer but noticed calls getting to the overflow queue earlier than our time settings. When we looked into the call, the event details seem to indicate the agent 'Hung Up'' but it still moved to overflow? Wouldnt the call e... Show more

We have our agents on auto answer but noticed calls getting to the overflow queue earlier than our time settings.

 

When we looked into the call, the event details seem to indicate the agent 'Hung Up'' but it still moved to overflow?   Wouldnt the call end if our agent hangs up? Could someone help explain this behavior so we can coach to prevent it from happening in the future?

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Pop Up

how do i stop the otter pop up

Problem access workforce management

HiWe are trying to access workforce management to create a schedule within out contact center, but we are having issue with the following message.Configure your Zoom Contact Center connector to access the features. Has anyone come across this before ... Show more

Hi

We are trying to access workforce management to create a schedule within out contact center, but we are having issue with the following message.

Configure your Zoom Contact Center connector to access the features.   Has anyone come across this before and can help to resolve please.

 

Thanks

 

Daryl


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Post call survey after the call - remove digit press validation

Hi,We have 3-question PCS across the CC Queues, after every question ZCC verifies the with the caller "you have pressed Blah,.....". I am wondering if there is a setting to remove this validation after every question as its very very annoying. and th... Show more

Hi,

We have 3-question PCS across the CC Queues, after every question ZCC verifies the with the caller "you have pressed Blah,.....". I am wondering if there is a setting to remove this validation after every question as its very very annoying. and the Customers have asked for it to be removed. Questions should be fired one after another (or just a "thanks, here is the next question") .


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Insight into use of branch in Flow?

Hello Community. I recently added (to both my voice flow and a messaging/webchat flow) a branch that consumers could select to follow, that simply provides them with a website address they can visit, to receive instructions on how to install our soft... Show more

Hello Community.  I recently added (to both my voice flow and a messaging/webchat flow) a branch that consumers could select to follow, that simply provides them with a website address they can visit, to receive instructions on how to install our software.  This branch does not end in a queue, but rather in a "SendMedia" with url to a website.  Why did we add this?  One of our top call drivers is an ask for install instructions.  We're hoping to minimize the count of these unnecessary engagements to the queue.

 

Now that I've added these branches to the flows, I want to be able to see how many people are visiting them.  

I do not see a way to do so in the existing Reporting, and Zoom Support says it's not possible.

 

Do you, as a community, have any ideas on how this can be accomplished?  I'm open out-of-the-ordinary ideas.  Maybe there's something I can add to the flow that creates a flag of some variety, and then I can get a count of flags created during a time period?

 

Also, in the Flow reporting/analytics, what does "Contained" mean?  I'm assuming my new branches are getting reported as such, but I do not know if there are other scenarios that result in a "Contained" flow result.  Is there a way for me to see a report of how many flows ended in "Contained" in January and compare that to February?

 

Thoughts?  Thank you!

 


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Call routing based on skills

I have a queue that I am building a flow for. The queue has five skills associated with it. I created an agent routing profile for it and I created a skill category and added the five skills.When building out the flow, I am using the CollectInput wid... Show more

I have a queue that I am building a flow for. The queue has five skills associated with it. I created an agent routing profile for it and I created a skill category and added the five skills.

When building out the flow, I am using the CollectInput widget to act as a menu selection. It has five exits  that are set to map to each skill in the queue. What do I do after this? How do I ensure that the calls are routing to each skill correctly? Do I add a Route to widget and set it to Route to Queue and then set the queue I am using? Or do I have to create a queue for each skill (this would be overkill as the platform I am coming from allows for skill based routing). 

 

I am learning ZCC and for the most part it seems straight forward. Any assistance that I could get would be most helpful.

 

Thank you!


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Resolved! How do I pull a report of calls with notes?

Hello Everyone, 
Has anyone found a way to pull a report of calls, inbound or outbound with the notes? I would like to pull a report of todays calls from a queue and review the notes left in wrap up. 

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How to remove checks in invite options of OUTCALL

Hello, How can I remove checks from check boxes in the invite options of outcall?? My customers are not good at English and they can not press 1 to join into the meetings. It's desirable that they can just pick up my call and get into the meetings di... Show more

Hello, How can I remove checks from check boxes in the invite options of outcall??

 

My customers are not good at English and they can not press 1 to join into the meetings. It's desirable that they can just pick up my call and get into the meetings directly.


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