Viewing active engagements in Zoom App
Zoom Help The term ‘active engagement’ refers to an engagement in which the agent is interacting with a customer at the present moment. In addition, administrators and supervisors will have the ability…
2022
Adding notes or dispositions in Zoom App
Depending on your admin’s settings, you may be able to enter a wrap-up time where you can choose how you want to end the call. You will be able to…
Enabling or disabling queue notifications in Zoom App
Depending on which queues you are a member of, you can choose to receive inbound notifications or not. There is also a term for this called opting into or out…
Setting availability status in Zoom App
Depending on the availability status setting that you select, you can determine whether or not you are receiving inbound notifications from your queues. Admins and supervisors are also notified of…
Disabling touch screen functionality in Zoom App
In the Zoom Room display, if a touch-based display is detected when the Zoom Room is set up, the controls will be displayed on the Zoom Room display when the…
Using the Profile tab in Zoom App
Information about the customer is displayed on the Profile tab of the customer’s account. Based on the caller ID number that they provide within a voice engagement, this information is…
Using the Engagement tab for voice calls in Zoom App
Agents will have access to detailed information regarding active or closed engagements on the Engagement tab. This includes, for example, the queue the customer was routed through, as well as…
Using display meeting list on TV in Zoom App
It is possible to display all upcoming meetings on your TV, monitor, or projector when you use Zoom Rooms. Prerequisites for displaying the meeting list on a TV In order…
Changing if queue members can opt out in Zoom App
An admin is able to control whether inbound notifications from queues they’re a member of can be disabled by a queue member (opting out of queues). It is also possible…
Managing a Zoom Rooms Virtual Receptionist in Zoom App
Using a virtual receptionist at any entrance in the office, or at any service area within the office, will minimize the amount of direct contact between staff and clients. Physically…