It is the responsibility of the administrator to enable or disable the reasons for queue opt-outs. A queue can be configured so that agents must enter an opt-out reason for disabling notifications from a queue (opting out of a queue) when they disable notifications from a queue. It is possible, for example, to allow users to…
The Zoom SDK can be integrated with and entry points for SMS, video, chat, or video flows can be added by the Zoom Admins by creating or deleting entry IDs. The following topics are covered in this article: How to create an entry ID How to delete an entry ID Prerequisites for managing entry IDs…
Content can be added to the asset library by contact center administrators. Using the Zoom Contact Center asset library, you can upload images, videos, and audio files for use in other features of the Zoom Contact Center interface. You can, for example, upload a greeting that you would like to play, and assign it a…
The following table contains a list of voice and video KPIs that can be found on the real-time dashboards available in contact centers and on historical reports. Besides viewing chat/SMS KPI definitions, you can also view agent availability statistics and chat/SMS KPI definitions. Prerequisites for viewing contact center KPIs You must be the owner of…
The Script widget can be added and edited by the admins of the contact center. In order to build flows you do not have to rely on the UI to build them. You can use the Script widget to perform specific actions in the flow instead. Prerequisites for customizing the Script widget Ownership or administrative privileges on…
The Condition widget can be added and edited by the admins of a contact center. As you can see from the title, the Condition widget allows for the setting of destination widgets based on variables either predefined or variables coming from other widgets. The Condition widget can be configured to route to the destination widget…
Collect Input widget can be added and edited by contact center administrators. With the Collect Input widget, it is possible to capture inputs from engagements such as key presses. The IVR menu can, for example, be designed in such a manner that consumers who press one are routed to a specific queue when they dial…
The Send Media widget can be added and edited by contact center administrators. You have the option of routing custom audio or image files through the Send Media widget. You can also add videos to video flows in order to make them more interactive. There are a number of topics covered in this article, including:…
The Route To widget can be added and edited by contact center administrators. It is possible to route to the following destinations using the Route To widget. You may not be able to select some of these options depending on the type of flow you are using: Another flow Queue Inbox Agent Outgoing call Disconnect…
The Start widget can be edited by the admin of the contact center. As the entry point to a flow containing voice, video, chat, or SMS, the Start widget serves as a point of entry for the user. For example, you can set the Start widget as an entry point by assigning a phone number…
