Logging In/Out of Call Queue vs Do Not Disturb

[tmcandrew]

Hello All,

Looking for some help either 1) Finding the reporting information I'm looking for if it exists 2) Problem solving an issue our organization is running into.

Currently we have several call queues setup throughout our organization.  However, a lot of our call reporting data is being skewed because users forget to turn off the "receive call queue" button when they should.  I don't believe this can be set for a period of time(1 hour, 1 week etc) like the Zoom Phone Statuses can.   

My question for everyone is multi layered.  1) Is there a way to automatically change the call queue status to mirror say the computer being locked?  2).  If no to #1, is there a way to generate a reminder after a certain period that the user is still logged out of the queue?  3)  Is there any possible way to set Do Not Disturb for a week(or more) if the user is gone on vacation?  It appears 24 hours is the max.  4) Is there a report that shows users time spent in specific statuses?  Or is there a report similar to the User report that shows when they turn on/off the queue calls option, except for switching their status?

[Eliot · Accepted solution]

hi tmcandrew,

An alternative to Do Not Disturb is to set up agent’s paid time off (PTO) as a holiday period in holiday hours.

Zoom articles address some of your other questions.  Some solutions require zoom phone power pack add-on for call queues or zoom contact center licenses.  You may want to consider discussing the capabilities and licensing costs with your zoom account team.

Viewing Zoom Phone Member Availability Report

Article metadata. This article was updated 2024-04-05 18:07:37

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0074768

Prerequisites for viewing the Member Availability Report

Business or Enterprise account

Account owner or admin with sites and call queue privileges

Zoom Phone licenses in the account

Zoom Phone Power Pack add-on for Call queue

You can view the name of the agent with the following Zoom app status presence and Zoom Phone status:

Note: As an admin, you can opt-in an agent to a call queue.

Red: The member is on a call that is part of a call queue.

Orange: The member is on a call that is not part of a call queue.

Green: The member is available and is not part of a call queue.

White: The member is unavailable.

Setting availability status for Zoom Contact Center

Article metadata. This article was updated 2024-04-16 06:03:59

Prerequisites for setting availability status

Zoom desktop client for Windows or macOS, 5.11.3 or higher

Pro, Business, or Education account

Zoom Contact Center license

Account owner or admin privileges required if setting an agent's status

Statuses that are automatically set

The following statuses are automatically set and not selectable.

Occupied: Automatically set when you’re in a voice or video engagement or when you’re in the wrap-up time. You will not receive inbound notifications. Occupied status is never set when you’re in a messaging or email engagement.

Offline: Automatically set if you're not signed in to the Zoom desktop client and are unavailable to receive inbound calls or make outbound calls. You will be opted out of all queues you’re a member of and will not receive inbound notifications. You can't set this status manually. This status is also automatically set if the admin enabled agent work sessions and you've ended your work session, your work session timed out.

Admins can set your status to automatically change to Not Ready for the following scenarios:

After you miss a certain number of inbound engagements.

After you accept a Zoom Phone or Zoom Meeting call.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot