Managing routing profiles in Zoom App

This post was most recently updated on July 28th, 2022

Routing profiles can be added and edited by administrators. Based on a previously-created skill map, routing profiles route engagements to the most appropriate agents who can meet each engagement’s needs in the most efficient and effective manner. As mentioned before, routing profiles can contain a combination of skills that are prioritized based on their importance.

In the case of language skills and warranties, for example, you can create a routing profile that routes engagements based on language proficiency and whether agents are able to process warranties, as well as based on the category that you previously created. An example of a routing profile that illustrates the skills and priorities that should be considered.

  1. A level of proficiency of at least 3 in English is required.
  2. The ability to speak English at a high level (level 2 or higher)
  3. The ability to provide warranty services

In order for an inbound engagement to be routed according to a routing profile, you must assign it to a queue before you can assign it to an inbound engagement.

There are a number of topics covered in this article, including:

  • How to create a routing profile
  • How to set the wait time for matched agent availability
  • How to add a priority and conditions to a routing profile
  • How to rearrange or delete conditions and priorities
  • How to publish or delete a routing profile

Prerequisites for managing routing profiles

  • Ownership or administrative privileges of the account
  • Whether it’s a pro account, a business account, or an education account
  • Licence for Zoom Contact Center can be purchased here

How to create a routing profile

  1. Log in to the Zoom web portal by entering your user name and password.
  2. Click on Contact Center Management in the navigation menu and then click on Routing Profile in the submenu.
  3. You will need to click on the Agent tab.
  4. In the Add Agent Profile window, click the Add Agent Profile button.
  5. Here is the information you need to enter:
    • Name: It is a good idea to give the routing profile a display name in order to make it easier to identify.
    • (Optional) Description of the item: The description should be as detailed as possible.
  6. Save the file by clicking on the Save button.
    Routing Profiles page will be updated with the new routing profile once it has been created.

How to set the wait time for matched agent availability

  1. The Zoom web portal can be accessed by logging into your Zoom account.
  2. Select Contact Center Management from the navigation menu, and then select Routing Profile from the drop-down menu.
  3. The routing profile that you wish to edit can be found by clicking on its display name.
  4. On the top of the page, there is a field called Wait time for matched agent availability which can be filled in in seconds.

How to add a priority and conditions to a routing profile

If you wish to add more priorities to your routing profile, repeat these steps in order to do so.

  1. The Zoom web portal can be accessed by logging in to the Zoom account.
  2. Select Contact Center Management from the navigation menu, followed by Routing Profiles from the submenu.
  3. Choose the Agent tab from the drop-down menu.
  4. You will be able to edit the routing profile by clicking on the display name of the profile you wish to edit.
  5. By clicking on Add Priority, you will be able to add a priority.
  6. The priority can be specified in the following ways:
    • Select a category: Choose one of the existing skill categories from the list.
    • Minimum Proficiency (optional): Select the maximum proficiency level for the skill category if the skill category is proficiency based and is for skills with varying degrees of proficiency. For engagements to be assigned to an agent, he or she must have a minimum proficiency level or higher.
    • Required: The skill category must be specified if the skill is required. In order for agents to be assigned engagements, they must have the skill that corresponds with the engagement.
  7. The next step is to add more priorities to the list by following steps 5 and 6.
  8. The priority order can be rearranged (optional).
  9. Save the file by clicking the “Save” button.

How to rearrange or delete conditions and priorities

There are many options available for rearranging and deleting priorities to obtain the overall proficiency priority level that you desire. It will be given priority to the skills ranked higher in priority (proficiency-based skills), rather than those ranked lower in priority. All other things being equal, if agents are to be compared and the proficiency of the agents in the higher priority skill category needs to be considered, then the agents with the higher proficiency should be assigned to the positions.

  1. To access Zoom’s web portal, please sign in with your Zoom username and password.
  2. Select Contact Center Management from the navigation menu, and then select Routing Profile from the drop-down menu.
  3. Click the Agent tab.
  4. The routing profile you wish to edit can be accessed by clicking its display name.
  5. You can rearrange a condition or priority by selecting it and clicking on it.
  6. You can rearrange or delete the items using the following options:
    • Once you have hovered over the six dots icon, you can drag a condition or priority from one position to another by clicking and dragging it.
    • You may also choose to move conditions or priorities up or down the list by clicking the up or down arrows.
    • A condition or priority can be deleted by clicking the trash bin icon next to it,
  7. Save the file by clicking on the Save button.

How to publish or delete a routing profile

  1. Sign in to the Zoom web portal by entering your email address and password.
  2. Click Contact Center Management from the navigation menu, then click Routing Profile from the drop-down menu.
  3. The Agent tab can be accessed by clicking the button.
  4. The routing profile that you want to edit can be found by clicking on its display name.
  5. In the last column, you will see an ellipsis icon. Click it, then you will be given the following options:
    • Edit: Change the display name of the routing profile, the conditions, and the priorities of the routing profile.
    • Publish: The routing profile needs to be published in order to make it available for selection when setting up the queue. It is not necessary to publish a routing profile again if you have edited a routing profile that has already been published.
    • Duplicate: Set up a duplicate routing profile using the settings from the original routing profile. As soon as the duplicated routing profile is created, you will be asked for a new display for the profile.
    • Delete: Please make sure you delete your routing profile as well as removing it from any queues that it may have been added to.