There are a number of call monitoring tools available for admins and supervisors to use on active agents engagements, such as: Listen: A consumer cannot be aware that you are listening to their call. Note: In order to notify the agent that you are listening to the voice call, a notification bar will appear on…

Assigning Macs to Zoom Rooms is made easier using Zoom’s mobile device management tool (ZDM), which is available for system administrators. In the event that the Zoom Room you’ve selected from the web is assigned on your device and it turns on, the device will automatically log into the Zoom Room you’ve selected on your…

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. Contents1 Prerequisites for viewing contact center KPIs2 Voice and Video KPIs2.1 Frequently…

In accounts that have been set up, owners and administrators are able to set a set of reasons for opting out of call queues. Whenever the Zoom web portal or desktop application or mobile app’s Receive Queue Call toggle is turned off, call queue members will be required to select an opt-out reason. It is possible…

A time range can be set by account owners and administrators to enable automatic updates to the Zoom application installed on managed devices within a certain time frame. There will be an automatic update and restart of your device if it is not being used at the time set by you. Prerequisites for enabling Automatically…