Using Zoom Contact Center Role Management

Administrators can control access to Zoom web portal features and settings by using the role management feature in the Zoom web portal. Queue analytics dashboards allow you to grant access to specific agents so they can easily track queue KPIs by assigning them as supervisors and giving them access to queue analytics dashboards.

The following topics are covered in this article:

• default roles
• How to add members to roles
• How to add a new role or duplicate an existing role
• How to edit role settings and permissions
• Role Settings tab
• Engagement Settings tab

Prerequisites for using role management

• Ownership or administrative rights of the account
• There are three types of accounts: Pro, Business, and Education
• License for Zoom Contact Center

default roles

It is possible to add members to one of three default roles by adding them to their respective roles. Although you cannot delete these roles, you can duplicate them so that you can use them as a basis for creating a new custom role.

How to add members to roles

You can add members to a role to specify which users have access to a role’s rights.

1. You can access the Zoom web portal by logging into your Zoom account.
2. Select Contact Center Management from the navigation menu and then select Roles from the drop-down menu.
3. If you want to assign members to a specific role, click the name of that role.
4. The Role Members tab provides a list of all members in the role.
5. Click the Add Members button to add new members to your group.
6. You can indicate which users you want to add as members by entering their names or email addresses.
7. Then click the Add button.

How to add a new role or duplicate an existing role

1. To access the Zoom web portal, you must log in.
2. Click Contact Center Management and then click Roles in the navigation menu.
3. Click the Add button.
   Note: Another option is to duplicate an existing role so you can create a new role by making a copy of the existing role. You can duplicate a record by clicking the ellipsis icon (…) in the last column and then clicking Duplicate Record.
4. Here is the information you need to provide:
   • Role Name: You can enter a display name for your role to make it easier to identify
   • Description: Briefly describe what you want to achieve in this role.
     Note: You cannot duplicate a role if you are duplicating the existing role.
5. Alternatively, you can duplicate or add a new item.

How to edit role settings and permissions

1. To access Zoom’s web portal, log in to your Zoom account
2. In the navigation menu, click Contact Center Management and then select Roles from the drop-down list.
3. To edit a role, simply click on its name.

Role Permissions

Role Settings tab

Administration

• user management
  Note: A user cannot edit permission for a role to which they belong unless he or she has View and Edit permission selected, which is the default. This is to ensure that administrators do not accidentally lose access to the contact center user management system.
• queue management
• competency management
• Routing profile management
• Flow editor management
• disposition management
• Role Management
• wealth management
• Address Book Management: It is the process of creating and managing the units of an address book, as well as the address books and contacts.
• Waiting room management: Create and edit waiting rooms and adjust waiting room settings.
• number management
• Account Preference Management
• Inbox Management
• Log Management: Access the engagement log through the web portal (web portal).
  • Access voice recordings: Once you have logged into your engagement log, you can view the voice call recordings (web portal).
    • Download recordings: You can download recordings of your voice calls by accessing the engagement log (web portal).
    • Delete recordings: Voice call recordings can be deleted using the engagement log, which can be accessed via the web portal).

reports

• Historical reports
• Reports in real time
• operational logs
• usage reports

client

• Analytics tab.
• Inbox tab
• Teams tab.
• Active engagements tab.
• Closed Engagements tab.

Engagement Settings tab

• transfer commitments
• Opt-in/out of queues
  Remarks:
  • The account-level Queue Logout setting controls whether the user can log in or out of a queue they are a member of when permissions are enabled.
  • In the default agent role, this feature is disabled
• Add or edit notes
• listen to appointments
• Throw yourself into engagements
• Whisper on engagements
• Send outgoing SMS messages
  • By entering any phone number: A member of the role can manually enter a phone number to which SMS messages can be sent if this option is enabled. SMS messages can only be sent from role members to contacts in the address book when SMS messages are disabled.
  • If the agent is not engaged with a consumer, send the following message to each consumer: Role members’ use of SMS messages is restricted when they are not in an active interaction (availability status is Not Ready) when they can send SMS messages. If role members are involved in an active engagement, they can send SMS messages even if the setting is disabled.

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frequently asked Questions

What is role management? zoom?

A role management application allows admins to manage users, dashboards, reports, and cloud recordings at a group level for meetings and webinars. If you’re signed in as the account owner or account admin of an account, you can change the permissions of a role that already exists in your account.

What are the different zoom roles?

A meeting can have one or more roles: a host or co-host, an alternate host, an attendee, or alternate co-hosts. It is the host who determines the role you have in a meeting. Setting up, learning, and using Zoom Meetings is straightforward.

Does Zoom have account managers?

The Zoom web portal gives you complete control over your account settings, users and paying your bill. You can use these support tutorials and resources to understand your Zoom Invoice, Learn about the security features related to meeting settings and users, and troubleshoot the most common account-related issues.

What is the Zoom call center?

The technology hosting these phones over the Internet allows employees to work from anywhere on a single platform, providing a cost-effective alternative to traditional phone systems. This allows agents to access customer data in seconds, allowing them to quickly resolve and assist customer issues.

How do you delegate a Zoom call?

1. You can access the Zoom web portal by logging in.

2. From the navigation menu at the top of the page, click the Phone option.

3. To access the Settings tab, click on it.

4. Please click the “Accept” button in the “Assistant For” section of the page to accept a pending request to become an alternate. Your calling permissions are displayed along with your assigned delegate, so you can see who you’re collaborating with.

What is the difference between a Zoom owner and an admin?

It is the owner of the account who has all permissions including the ability to manage roles. Administrators are responsible for adding, removing, or editing users. A meeting connector is an advanced feature that allows you to manage APIs, single sign-on, and meeting connectors. A member does not have administrator rights within the group

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