It is possible for administrators to create queues and add members to queues. Agents are routed to queues based on the order in which their calls are received. As part of the routing process, queues are also linked to existing routing profiles that determine the route that calls take.

The following are the topics covered in this article:

• How to create a queue
• How to edit or delete an existing queue

Prerequisites for managing queues

• Admin or account owner privileges on the account
• There are three types of accounts: Pro, Business, and Education
• Licences for Zoom Contact Center can be purchased here

How to create a queue

1. Log into the Zoom web portal by using your Zoom username and password.
2. Click on Contact Center Management from the navigation menu and then click on Queues from the list of options.
3. Click on the Add button.
4. You will need to enter the following information:
   • Name: It is a good idea to give the queue a display name so that it can be easily identified.
   • Description (Optional): The queue description should be entered here.
   • Channel Type: The queue type can be selected by selecting the channel type. The flow trigger type corresponds to this type of event.
   • • Voice: The flow of voice corresponds to the flow of text.
     • Chat: The chat flow corresponds to the chat flow in the chat room.
     • SMS: The flow corresponds to the flow of SMS messages.
     • Video: The flow of video corresponds to the flow of images.
   • Agents: As a queue member, agents can be added by clicking the Add button.
5. Save the file by clicking on the Save button.
   You will be redirected to the queue settings page once you click on the web portal.

How to edit or delete an existing queue

1. Log in to the Zoom web portal by entering your user name and password.
2. Please click on the Contact Center Management menu and then click on Queues in the navigation menu.
3. In order to edit or delete a queue, you need to locate it first.
4. In order to select one of these options, click the ellipses icon (…) at the bottom of the last column.
   • Edit: You can change the queue’s settings by clicking on the settings button.
   • Delete: The queue can be deleted by clicking on the ‘Delete’ button.