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 to see information on active engagements such as where the engagement was routed to as well as how much time the agent has spent on…
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 assign a disposition to each engagement so that you will be able to assign an outcome or topic to it. Those dispositions, for example, indicate…
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 of a queue. Only the desktop client can be used to set this option. You can disable notifications from the billing status if you’re a…
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 your status on a regular basis. If you are on lunch break, for example, you are able to set your availability status to Not Ready…
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 Zoom Room is set up. It is possible, however, to disable the touch-screen interface on the control panel, which will make the room use the…
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 provided. It is possible to see general information about the customer in the address book if the customer has not yet been added to it by…
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 entries made by other agents about this customer during past engagements. If you are looking at an active engagement, you are also able to choose…
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 to schedule meetings on the same day, they must be scheduled as soon as possible Utilize the Google calendar integration or the Microsoft Exchange calendar…
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 to enable and customize the reasons for opting out of a queue if you allow queue members to opt out. Prerequisites for changing if queue…
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 separating people creates a safer environment for everyone involved, and the video experience gives the added advantage of a more immersive experience for everyone involved….
