Zoom Contact Center offers a robust role management feature that allows administrators to control access to various features and settings within the Zoom web portal. This powerful tool enables admins to assign specific roles and permissions to agents, supervisors, and other users, ensuring that each individual has access to the appropriate resources and functionalities.

How to Assign Supervisory Roles and Permissions

One of the key benefits of role management in Zoom Contact Center is the ability to assign certain agents as supervisors. By granting supervisory permissions, admins can enable these users to access and view queue analytics dashboards. This empowers supervisors to track important queue KPIs (Key Performance Indicators) and monitor the performance of their team in real-time.

Prerequisites for Using Role Management

The following requirements must be fulfilled in order to utilize Zoom Contact Center’s role management feature:

1. The user must have account owner or admin privileges.
2. The organization must have a Pro, Business, or Education account.
3. A Zoom Contact Center license is required.

Custom Roles and Address Book Management

When creating custom roles, it’s important to consider the settings related to address book management. If the “Address book management” option under the Administration section or the “Address book” tab under the Client Management section is not checked, consumer information will not be matched with address book contacts for engagements handled by users with that custom role.

To ensure that an address book contact lookup is available for users with a custom role, at least one of these settings must be enabled.

Assigning the Account-Level Zoom Contact Center Privilege

The Contact Center Management account-level role privilege grants users access to the Zoom Contact Center web admin portal. Account owners have this privilege by default, even if they don’t have a contact center license. However, they will only be able to access user management in such cases.

To grant this privilege to other users, they must have a Zoom Contact Center license. Once the license is assigned, they will be able to access the Zoom Contact Center section of the Zoom web portal. This permission also enables support for Delegated Account Administration of Zoom Contact Center.

To assign the Contact Center Management privilege, follow these steps:

1. Navigate to the account-level role management settings.
2. Locate the Contact Center Management privilege in the Role Settings tab, under the Contact Center section.
3. Assign the privilege to the desired users.

By leveraging the role management feature in Zoom Contact Center, admins can effectively control access to features, settings, and data, ensuring that each user has the appropriate permissions to perform their tasks efficiently and securely.

Default Zoom Contact Center Roles: Understanding Access Levels

Default Zoom Contact Center Roles: Understanding Access Levels

Zoom Contact Center offers three default roles that can be assigned to members. These roles are non-deletable but can be duplicated to create custom roles tailored to specific needs. Here’s a breakdown of the level of access associated with each default role:

Admin Role

The Admin role provides unrestricted access to all Zoom Contact Center features and settings in both the web portal and desktop client. This role is ideal for administrators who require complete control over the platform.

Supervisor Role

The Supervisor role grants limited permissions for management features in both the web portal and desktop client. This role is suitable for supervisors who need to oversee certain aspects of the contact center without having full administrative control.

Agent Role

The Agent role allows access to all desktop client features but excludes management features in the web portal. This role is designed for agents who only need to interact with customers through the desktop client without requiring administrative privileges.

By understanding the level of access associated with each default role, you can effectively manage your Zoom Contact Center and ensure that members have the necessary permissions to perform their tasks efficiently.

How to add a new role or duplicate an existing role: A Step-by-Step Guide

Assigning Members to Roles is a crucial step in managing access privileges within your Zoom Contact Center. By adding members to a role, you specify the users who will have access to the role’s privileges. Here’s a step-by-step guide to help you add members to roles efficiently:

Step 1: Sign in to the Zoom Web Portal

Begin by signing in to the Zoom web portal using your credentials.

Step 2: Navigate to Contact Center Management

In the navigation menu, click on Contact Center Management to access the management dashboard.

Step 3: Select the Role

Click on Roles and then select the name of the role you want to assign members to.

Step 4: Access the Role Members Tab

Click on the Role Members tab to view the current members of the role.

Step 5: Add Members

Click the Add Members button to start adding new members to the role.

Step 6: Enter User Information

Enter the names or email addresses of the users you want to add as members.

Step 7: Confirm Addition

Click the Add button to confirm the addition of the new members to the role.

By following these steps, you can easily add members to roles and manage access privileges within your Zoom Contact Center.

Creating Custom Roles in Zoom Contact Center: A Comprehensive Guide

Custom roles play a vital role in tailoring access privileges to specific needs within your Zoom Contact Center. You can either create a new role from scratch or duplicate an existing role to save time and effort. Here’s a step-by-step guide to help you add a new role or duplicate an existing one:

Step 1: Sign in to the Zoom Web Portal

Begin by signing in to the Zoom web portal using your credentials.

Step 2: Navigate to Contact Center Management

In the navigation menu, click on Contact Center Management to access the management dashboard.

Step 3: Access the Roles Section

Click on Roles to view the list of existing roles.

Step 4: Create a New Role or Duplicate an Existing One

You have two options:

Create a New Role

Click the Add button to create a new role from scratch.

Duplicate an Existing Role

Click the ellipses icon in the last column of the existing role you want to duplicate, then click Duplicate.

Step 5: Specify Role Information

Enter the following information:

Role Name

Enter a display name to identify the custom role.

Description

Enter an internal description for the role. Note: This option is not available when duplicating a role.

Step 6: Confirm Creation or Duplication

Click the Add or Duplicate button to confirm the creation or duplication of the new role.

By following these steps, you can create custom roles that cater to the specific needs of your Zoom Contact Center, ensuring that users have the right level of access to perform their tasks efficiently.

Editing Role Settings and Privileges in Zoom

To edit role settings and privileges in Zoom, follow these simple steps:

Step 1: Sign in to the Zoom Web Portal

Begin by signing in to the Zoom web portal using your credentials. This will grant you access to the necessary settings and features.

Step 2: Navigate to Contact Center Management

Once signed in, navigate to the Contact Center Management section in the navigation menu. This section allows you to manage various aspects of your contact center, including roles and their associated privileges.

Step 3: Select the Role to Edit

In the Contact Center Management section, click on Roles. This will display a list of all available roles. Click on the name of the role you want to edit. This will open the role’s settings page, where you can modify its privileges.

Step 4: Change Role Privileges

On the role’s settings page, you can change the role privileges as needed. You can add or remove privileges, adjust permission levels, and customize the role to fit your specific requirements.

By following these steps, you can easily edit role settings and privileges in Zoom, ensuring that your contact center is configured to meet your organization’s needs.

Role privileges

Role Settings tab

The Administration section in Zoom Contact Center is a critical component that enables administrators to manage user access and privileges. Within this section, the User Management privilege plays a vital role in determining who can manage contact center users.

Key Considerations: Editing Roles

When editing a role that you are a member of, there is an important consideration to keep in mind:

• Preventing Accidental Loss of Access: If View and Edit privileges are selected, you cannot edit the User Management privilege. This safeguard prevents administrators from inadvertently losing access to contact center user management, ensuring that critical administrative tasks can always be performed.

External System Analysis

In the context of User Management privileges, external system analysis is not required, as it does not involve searching for external data. This streamlined approach enables administrators to focus on managing user access and privileges within the Zoom Contact Center.

• Team management
• Roles management
• Skills management
• Inbox management
• Queue management
• Number management
• Routing profile management
• Disposition management
• Asset management
• Waiting room management: Create or edit Waiting Rooms and customize Waiting Room settings.
• Flow editor management
• Account preference management
• Integration management
• Campaign management
• Log management
• Call recordings management

Client Management Section in Zoom

Overview

The Client Management section in Zoom is a crucial tool for administrators to manage clients, group them as needed, and apply client policies. This functionality is known as Zoom Device Management (ZDM).

Analytics Tab

The Analytics tab provides detailed statistics and graphs for quick insights into various aspects of Zoom usage. This includes data on users, meetings, and Zoom Rooms. The graphs can be customized to show specific data and can be exported for further analysis.

Inbox Tab

The Inbox tab allows Zoom Contact Center admins, supervisors, and agents to manage inbox messages using the Zoom desktop client or web portal. This tab is essential for managing customer communications and ensuring timely responses.

Address Book Tab

The Address Book tab is used to manage contact information for users within the organization. This includes storing and updating contact details, which can be used for various purposes such as scheduling meetings and sending notifications.

Teams Tab

The Teams tab is used to manage teams within the organization. This includes creating and managing team structures, assigning roles, and configuring team settings.

Active Engagements Tab

The Active Engagements tab displays all ongoing engagements, allowing administrators to monitor and manage active customer interactions in real-time.

Closed Engagements Tab

The Closed Engagements tab displays a history of completed engagements, providing valuable insights for performance analysis and improvement.

External System Analysis

Zoom Contact Center integrates with various external systems, including Zoom Rooms and third-party APIs. This integration enables features such as automatic call recording, customizable data retention policies, and the use of variables to collect and pass information during engagements.

Engagement Settings Tab in Zoom Contact Center

The Engagement Settings tab in Zoom Contact Center is a crucial tool for administrators to configure various permissions and settings related to how agents can interact with and manage customer engagements. This tab is divided into several sections, each controlling specific aspects of engagement management.

Transfer Engagements

• Transfer Engagements (Applies to All Channels): Allow agents to transfer voice, video, or messaging engagements to other agents or queues.

Listen In and Intervention

• Listen In on Engagements (Applies to All Channels): Allow agents to listen in on ongoing engagements.
• Barge In on Engagements (Applies to All Channels): Allow agents to barge in on ongoing engagements.
• Whisper to Engagements (Applies to All Channels): Allow agents to whisper to agents during ongoing engagements.
• Take Over Engagement (Applies to All Channels): Allow agents to take over ongoing engagements.

Upgrade Engagements

• Upgrade Engagements: Allow agents to upgrade engagements to voice or video.
• Upgrade to Video Call:
• From Web Chat
• From Voice Call
• From SMS

Contact Management

• Add or Edit Contacts in Address Book: Allow agents to add or edit contacts in the Address Book (only applies to the desktop client).
• Add or Edit Notes: Allow agents to add or edit notes during engagements.

Queue Management

• Opt Other Users In/Out of Queues: Allow agents to opt other users in or out of queues.

Voicemail Management

• Play Voicemail: Allow users to view voicemails in the inbox.
• Assign Voicemail to Others: Allow agents to assign inbox messages to other users with access to the associated inbox.
• Download Voicemails: Allow agents to download voicemails.
• Delete Voicemails: Allow agents to delete voicemails.

File Sharing

• Share Files: Allow agents to share files during engagements.

SMS Management

• Send Outbound SMS Messages:
• By Entering Any Phone Number: If enabled, role members can manually enter a phone number to send SMS messages to. If disabled, role members can only send SMS messages to address book contacts.
• Send to Any Consumer While Agent Is Not in an Active Engagement: If enabled, role members can send SMS messages only if they’re not in an active engagement (availability status is Not Ready). If disabled, role members can send SMS messages when they are in an active engagement.

Additional Settings

• Chat with Consumer in Video Waiting Room: Allow agents to chat with consumers in the video waiting room.
• Change Status of Other Users: Allow agents to change the status of other users.
• External System Analysis: This setting is related to integrating Zoom Contact Center with external systems for advanced functionality.

By configuring these settings, administrators can tailor the engagement management experience to meet the specific needs of their organization.

Analytics Permissions Tab in Zoom Contact Center

The Analytics Permissions tab in Zoom Contact Center is a crucial tool for administrators to manage user access to various analytics and reporting features. This tab is divided into two primary sections: Real-time Analytics and Historical Reports.

Real-time Analytics Section

• My Agents: Allow users to view real-time data for their agents.
• Queue Analytics: Allow users to view real-time data for queues.
• Active Channel Engagements: Allow users to view active engagements for each channel.
• Wallboard: Allow users to view real-time analytics on a wallboard.

Historical Reports Section

• Agent Report: Allow users to view historical agent data and export agent time sheet data.
• Queue Chart Report: Allow users to view historical queue data and export queue detail data.
• Queue Detail Report: Allow users to view detailed historical queue data and export queue detail data.
• Queue Interval Report: Allow users to view historical queue data by interval and export queue interval data.
• Flow Chart Report: Allow users to view historical flow chart data and export queue interval data.
• Flow Detail Report: Allow users to view detailed historical flow chart data and export queue interval data.

Exporting Permissions

• Allow Exporting: Allow users to export data from various reports, including agent time sheets, queue details, and queue intervals.

External System Analysis

Zoom Contact Center integrates with external systems, enabling features such as automatic call recording, customizable data retention policies, and the use of variables to collect and pass information during engagements[3].

By configuring the Analytics Permissions tab, administrators can control which users have access to specific analytics and reporting features, ensuring that sensitive data is only accessible to authorized personnel.

Subscriptions and Usage Reports Section: Unlocking Insights

The Subscriptions section in Zoom Contact Center provides a centralized hub for managing subscriptions and accessing critical usage reports. This section is divided into two key areas: Subscriptions and Usage Reports.

Subscriptions

• Subscriptions: Manage and view active subscriptions, ensuring seamless access to Zoom Contact Center features.

Usage Reports Section

The Usage Reports section offers valuable insights into contact center performance and user activity.

Contact Center Usage Reports

• Contact Center: Allow users to view the contact center usage report, providing a comprehensive overview of contact center performance.
• Allow Exporting: Enable users to export contact center usage report data for further analysis or reporting.

User Activity Reports

• Contact Center Operation Log: Allow users to view the contact center operation log, tracking system events and user activities.
• Allow Exporting: Enable users to export operation log data for detailed analysis or auditing purposes.

External System Analysis

• External System Analysis: No search is needed, as this privilege does not involve searching for external data.

By leveraging the Subscriptions and Usage Reports section, administrators can gain valuable insights into contact center performance, optimize operations, and make data-driven decisions to enhance customer experiences.