Getting started with Zoom Contact Center (agents)
With Zoom Contact Center, you can manage every aspect of your customer relationship across channels, including video, and across the Zoom platform too. Contact center capabilities will be merged with unified communications capabilities in Zoom Contact Center.
For example, imagine your organization is a software-related company that supports customers in the United States and Canada who use MacBook computers and Windows laptops. The Zoom Contact Center is able to route French speaking customers requesting assistance troubleshooting their Windows client to a technical support agent who is familiar with Windows and can provide them with the assistance they need.
This article covers:
- initial setup
- Basic functions during a customer engagement
- Basic functions after a customer engagement
- restrictions
Requirements for using Zoom Contact Center as an agent
- Using Zoom on a desktop computer or a mobile device
- License for Zoom Contact Center
initial setup
In the navigation menu of the Zoom web portal you will find Zoom Contact Center and in the Zoom desktop client you will find the Contact Center tab if you have been assigned a Zoom Contact Center license by your Zoom administrator.
Follow these steps to get started answering incoming calls as soon as possible:
- Open the Zoom desktop client on your computer and sign in.
- The Contact Center tab can be found by clicking on it.
If you don’t allow Zoom to access your microphone, you will be prompted to do so. - Click the Allow button if you’re OK with using Zoom with your microphone.
Note: - This is required to be able to use the contact center functions.
- The status drop-down menu in the top left of the screen gives you the ability to choose your status, view which queues you are a member of and choose which queue you want to receive notifications from.
Basic functions during a customer engagement
The following features can be used during an active interaction:
- Use voice call controls such as muted/unmuted microphones or transfer calls
- On the Profile tab, you can see the incoming customer’s Caller ID number.
- From the Engagement tab, click on the call to view details such as: B. the queue from which the call originated and to add or view notes on the current call.
Basic functions after a customer engagement
Use these features during engagement wrap-up:
- Adding notes and selecting dispositions can be done on the Engagement tab.
- You can also view previous engagement notes.
restrictions
Zoom desktop client users should be aware of the following limitations when using Contact Center:
- The Windows desktop client currently rings when an interaction comes in after the notification is dismissed, but not when the notification is dismissed. There will be a fix for this in a future version.
- For the Windows and macOS desktop clients, dark mode is not available in the Contact Center tab.
