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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

Latest Posts Trending Posts Solved Unanswered

Agent Schedule Adherence Reporting

Our team is running into an issue with agent schedule adherence. When we run the report it does not give us the opportunity to "fix" the historic information. We use this in scenarios such as a call runs long and the agent doesn't go on break at the ... Show more

Our team is running into an issue with agent schedule adherence. When we run the report it does not give us the opportunity to "fix" the historic information. We use this in scenarios such as a call runs long and the agent doesn't go on break at the right time. We wouldn't want to count this against the agent. The only solution we have found is to manually update their schedule for the prior day by using the Schedule adherence report. The problem with this on top of being time consuming, is the report tells us the agent is out of adherence and for how long, but not at what time the exception started. Does anyone have any advice on measuring this?


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Redact Personal Data in Contact Center

We are looking to use the Redact Personal Data feature in Zoom, but it doesn't seem this works for CVV and expiration date. Has anyone else had this issue and have you found anything that works?

Call Forwarding

How is call forwarding handled when work from home?  Why does it ring to both the outbound number that is set and also on office desktop phone?  Please explain this function 

Resolved! Need to remove extra languages from the Campaign Welcome Screen

Hello, Running a Webchat campaign (not exactly a campaign but its the only way to get the welcome screen). On the welcome screen I am capturing the customers first name, email and language selection.We only need 2 languages (English and French) but t... Show more

Hello,

 

Running a Webchat campaign (not exactly a campaign but its the only way to get the welcome screen). On the welcome screen I am capturing the customers first name, email and language selection.

We only need 2 languages (English and French) but the drop down list provided has way more than that. Which means right now I have to create a catch-all in the flow for any selection outside of those 2 that then requires users to select their language again (this time from a shorter list of buttons that I created). The whole point of the Welcome screen is to save on some of those nested clicks and capture some relevant information into variables right from the get-go. 

 

Is there any way to customize that list of languages that Zoom auto-populates?


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Does Zoom support video capture from devices like Elgato Cam Link on Android devices?

Is it possible to stream from a Canon EOS R100to a Galaxy Tab A9 +5G?Should the Elgato Cam Link 4K be recognizedas a video source in Zoom?Можно ли настроить потоковую передачу с Canon EOS R100 через Galaxy Tab A9 +5G?Должен ли Elgato Cam Link 4K расп... Show more

Is it possible to stream from a Canon EOS R100
to a Galaxy Tab A9 +5G?
Should the Elgato Cam Link 4K be recognized
as a video source in Zoom?

Можно ли настроить потоковую передачу с Canon EOS R100 через Galaxy Tab A9 +5G?

Должен ли Elgato Cam Link 4K распознаваться в Zoom как источник видео ?


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Voice queue summary report

I am trying to understand the metrics on the voice queue summary report for ZCC. for example, what's the difference between offered and offers total. 

Queue Callback phone number format

We are US based call-center and want to implement callback option for callers when they are waiting in the Queue. We notice that ZCC uses 11-digits 1xxxyyyzzzz when accepting caller's phone number for the purposes of callback. Is there a way to use o... Show more

We are US based call-center and want to implement callback option for callers when they are waiting in the Queue. We notice that ZCC uses 11-digits 1xxxyyyzzzz when accepting caller's phone number for the purposes of callback.

 

Is there a way to use only the 10-digits (excluding 1)? Since it could be confusing when callers want the callback on a different number.


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Freelancer Virtual Assitance and reporting

Anyone can refer a freelancer in Latam a power user of Zoom Contact Center who can help us with a few projects? We r seeking someone to deliver fast prototyping and dev work when it comes to deploying IVR - Virtual Assistant and reporting needs. Any ... Show more

Anyone can refer a freelancer in Latam a power user of Zoom Contact Center who can help us with a few projects? 
We r seeking someone to deliver fast prototyping and dev work when it comes to deploying IVR - Virtual Assistant and reporting needs. 
Any leads will be appreciated. 


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Emergency Mode or Similar Approach

Hello,Is anyone actively utilizing some sort of "emergency mode" for their contact center queues or know the best approach for certain situations?We have situations where our HQ may need to evacuate the building, or a power/network outage takes place... Show more

Hello,
Is anyone actively utilizing some sort of "emergency mode" for their contact center queues or know the best approach for certain situations?
We have situations where our HQ may need to evacuate the building, or a power/network outage takes place and wanted to find out the best way to handle that when no agents are available for incoming calls.
I'm hoping the best option is not to have them all go to "Not Ready", but if it is then what is the best way to change the overflow/voicemail option quickly without logging in and managing each queue.

Thank you!


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