Using the Engagement tab for voice calls in Zoom App

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 a disposition or add a note using the Engagement tab.

The following topics are covered in this article:

  • How to access the Engagement tab
  • Information displayed in the Engagement tab

Prerequisites for using the Engagement tab for voice calls

  • For Windows or macOS, Zoom desktop client version 5.9.3 or later is required
  • Accounts that are either Pro, Business, or Education accounts
  • Licenses for Zoom Contact Center are available for purchase

How to access the Engagement tab

  1. Open the Zoom desktop client and sign in with your Zoom account.
  2. To access the Contact Center, click on the tab.
  3. Here are some options that you can choose from:
    • Contact center is a great tool to make and receive voice calls.
    • From the left-hand side panel, select the history entry that you wish to view.
    • Select an engagement from the list of closed engagements and view the details.
  4. The Engagement tab can be found on the right-hand side of the screen.

Information displayed in the Engagement tab

Details section

  • View Events: You will be able to view the engagement events associated with this engagement.
  • Engagement ID: An identifier that uniquely identifies a particular engagement.
  • Start Time: This is the time and date at which the event will begin.
  • End Time: This is the time and date at which the project will end.
  • Source: This is the type of channel that was used for the engagement.
    • Phone Call: This is a method of voice engagement.
    • Video Call: This type of engagement involves the use of video.
    • Web Chat: The use of chat as a method of engagement.
    • SMS: The use of SMS as a means of engagement.
  • Current Queue: This is the queue through which the engagement has been routed through.
  • Assigned Agent: This is the agent who was assigned to answer the engagement.
  • Wrap-up Duration: The total amount of time that has passed during the wrap-up period as expressed in hours, minutes, and seconds.
  • The disposition of previous engagements is displayed by selecting it from the drop-down menu.¬†You can select a disposition if you are in the middle of an active engagement.
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Published notes section

A call’s notes have previously been entered. This could be the notes that were entered by another agent at the time of the call. You can add a note to an active engagement if you view the Engagement tab for that engagement and are viewing the Engagement tab.

Read it also –

Viewing Closed Engagements In Zoom App
Viewing Active Engagements In Zoom App

Frequently Asked Questions


Can Zoom do voice calls?

Phone calls

Zoom Phone can be used to make and receive calls once you have completed the setup process. With the help of the dial pad, you can make calls from your internal contacts, external contacts or the synced contacts on your device. Incoming calls can be declined to be routed to your voicemail if you want to have the call routed to your voicemail.

Is Zoom phone call free?

Additionally, Zoom offers free global dial-in numbers (toll-free) in addition to a toll-free dial-in number, toll-free number, call-out number, and a dedicated dial-in number as a part of its audio conferencing plans.

How do I setup a Zoom call?

Here are some basic instructions for scheduling your first meeting.

  1. Please sign in to the Zoom web portal using your Zoom username and password.

  2. In the Meetings section, click the button.

  3. You can schedule a meeting by clicking on the Schedule Meeting button.

  4. Your meeting will take place at a specific time and date that you choose.

  5. If you wish to use any other setting, you can do so here (optional).

  6. Then click the Save button.

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How do you start a Zoom call?

Home tab

  1. You will need to sign in to Zoom on your desktop.

  2. Select the Home tab from the menu.

  3. If you would like to down arrow, click it (optional). If you select Start with video in your instant meeting options, your video will automatically be enabled and the meeting will begin as soon as you click the start button.

  4. Then click on the button that says New Meeting. For a meeting to begin instantly, click here.


How do you make an engagement on Zoom?

13 ways to make your Zoom meetings more engaging!

  1. Prior to the meeting, work together to develop a meeting agenda

  2. Comment and let me know what you think

  3. It is important to invite only those people who are truly needed at the event

  4. Facilitation of meetings should be rotated among participants on a regular basis

  5. A short video or music is a great place to start!

  6. There is no better way to break the ice than to introduce yourself or do an icebreaker

  7. Observe important discussions and take notes on them

  8. Zoom provides the option to create breakout rooms for your meetings

  9. Adding a Zoom background to your website will spice things up in a fun way

  10. Get in touch with us through the chat feature

  11. Change up the slideshow to make it more interesting

  12. Keep a clear record of your actions

  13. Get feedback from the attendees!

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