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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!
Is it possible for one Agent to call another Agent in ZCC?. When making a 'New Voice Call' the 'Contact Center Contact' list isn't available to select an Agent from. This contact list is available when transferring calls. Any help appreciated
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Please, I would like to request the inclusion of the Portuguese (BR) language in the CSAT within the ZCC, as it is currently only available in Portuguese (PT).
Hello,
I am looking for a way to view an agents individual calls network stability during a call. Is there a way to view this without having the quality management package?
Can we restrict queue call back so that only specific agents can receive those calls? If so, how? And can we set the outbound caller ID when the system initiates the call back? In my use case, customer would like it based on inbound DNIS for the queue.
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Our Contact Center team is wondering if we can make entering notes required for certain disposition codes. One example would be that we have a disposition code that says call was transferred to the Executive Director. The CC Manager would like to require a reason given for transferring calls to the Executive Director. The manager has also asked if those notes could be included in one of the reports that they run as currently they do not see notes in any of the reports.
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Hey everyone,
My work revolves around answering inbound calls and doing outbound on ZCC which I typically do via the Zoom Desktop App. However, in preparation to work remotely soon, I tried using the Zoom Web App on Chrome on my Tablet (Huawei Matepad); as ZCC is not in the Mobile App, which has previously worked a few months ago.
Testing the speaker and mic settings worked fine but whenever a call comes in, I am unable to hear the customer nor speak to them; the automated transcript also fails to register anything. At first I thought it just had to do with the tablet but when I tried using the Web App on my desktop (the same one I typically work on via Zoom Desktop App) the same issue persists.
Tl;dr:
Unable to hear customer nor speak to them on ZCC via Web App. Tried on both Tablet and Desktop where speaker and mic is detected properly in the settings.
Any ideas on how to resolve this issue? (Tried updating chrome, restarting tablet, etc.)
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We're trying to use fields from Salesforce in our call flows to route calls directly to users or queues. I cannot seem to find any documentation on how to do this in the call flows even after we have completed out Salesforce integration. Any idea of where documents might be for this?
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To Zoom Support Team, I'm writing on behalf of my entire development team to report a critical and widespread performance issue we consistently experience when using Zoom's screen sharing feature concurrently with PHPStorm (an IDE by JetBrains). This problem significantly impacts our collective productivity and renders our development environment almost unusable during Zoom calls. When any member of our team is in a Zoom meeting and/or shares their entire screen, their system's CPU usage spikes dramatically. Extreme Sluggishness in PHPStorm: The IDE becomes incredibly unresponsive. Simple actions like right-clicking to open a context menu can take 2-5 seconds, terminal commands execute with significant delay, and scrolling or typing within the code editor experiences severe lag. Overall System Slowdown: Beyond PHPStorm, the entire system feels sluggish, impacting other applications and general user experience for our developers. Consistent with Screen Sharing: This issue is directly tied to active screen sharing in Zoom. The moment a team member stops sharing their screen, PHPStorm's performance immediately returns to normal, and the high KernelTask CPU usage drops. Reproducible Across the Team: This is not an isolated incident. It consistently happens every time any team member shares their screen via Zoom while PHPStorm is open. Zoom Version: 6.4.12(64384) PHPStorm Version: 25.1.3 Operating System: Windows 11 Our team has collectively attempted various troubleshooting steps, including: Updating both Zoom and PHPStorm to the latest versions. Disabling plugins in PHPStorm. Resetting PHPStorm's settings. Adjusting Zoom's screen sharing preferences (e.g., enabling/disabling "Optimize for video clip"). None of these actions have resolved the issue for any team member. This problem has also been documented by other users in the JetBrains YouTrack system as WI-81625, indicating that it might be a broader compatibility or interaction issue between Zoom's screen sharing mechanism and JetBrains IDEs. Given that the problem immediately resolves when screen sharing is stopped in Zoom, it strongly suggests an interaction issue on Zoom's side with how it handles screen rendering or resource allocation when other demanding applications like PHPStorm are open. Could you please investigate this issue from your end? It would be highly beneficial if your team could collaborate with JetBrains to find a definitive solution. This is a significant pain point for our developers who rely on both Zoom for communication and PHPStorm for coding. Thank you for your time and assistance.The Problem: Excessive CPU Usage and System Lag
Specific Symptoms:
Our Team's Setup:
What We've Already Tried:
Our Request:
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Ready to do more with Zoom this July? Here’s what’s coming up: 📅 July 2: Zoom Workplace Open Office 📅 July 9: Zoom Phone Open Office 📅 July 10: What’s New at Zoom? 📅 July 16: Zoom AI Companion Open Office 📅 July 23: Zoom Contact Center Open Office Grow your knowledge, connect with experts, and make the most of Zoom — we’ll be right there with you. Can’t wait to see you this July! 💡Looking for more? Explore additional webinars, live product trainings, and on-demand content via the Customer Success Hub.
Unlock new ways to work smarter, connect better, and stay ahead with this month’s power-packed lineup of live sessions. From insider updates to expert tips and open Q&As, we’ve got everything you need to sharpen your skills and get the most out of your Zoom experience.
Unlock the full potential of Zoom Workplace! Learn productivity tips, explore features, and bring your questions — our experts are ready to help.
Master seamless communication with Zoom Phone. Join us to learn best practices, streamline call workflows, and get real-time support.
Catch up on everything Zoom released in June! Discover fresh features, key improvements, and how they can make your day-to-day smoother.
Tap into the power of AI! Explore how Zoom AI Companion can support your work and boost efficiency — plus, get your questions answered live.
Take customer experience to the next level. Learn more about Zoom Contact Center capabilities and ask anything during this interactive session.
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Is there a feature/function in Zoom where the transcript from chat (web) in contact center that will automatically bring the transcript into a task or Zoom Session history record? All of the help articles I am finding all speak about Meeting chat and that's not what we are looking. We need to transcript from the chat to come back into Salesforce so we have record of what was talked about - and are able to view the history of that conversation.
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