Using Zoom Contact Center role management

Administrators can control access to Zoom web portal features and settings by making use of the role management feature found in the Zoom web portal. Using queue analytics dashboards, you can provide access to certain agents so that they can easily track queue KPIs by assigning them as supervisors and providing them with access to queue analytics dashboards.

The following are the topics covered in this article:

  • Default roles
  • How to add members to roles
  • How to add a new role or duplicate an existing role
  • How to edit role settings and privileges
  • Role Settings tab
  • Engagement Settings tab

Prerequisites for using role management

  • Ownership or admin privileges of the account
  • There are three types of accounts: Pro, Business, and Education
  • License for Zoom Contact Center

Default roles

It is possible to add members to one of three default roles by adding them to the respective roles. Although you are not able to delete these roles, you are able to duplicate them so that you can use them as a basis for creating a new custom role.

Role name Level of access
Admin All Zoom Contact Center features and settings in the web portal and desktop client.
Supervisor View-only privileges for analytics and reporting features in the web portal and desktop client.
Agent has access to all the features of the desktop client, but there are no management features available in the web portal.

 

How to add members to roles

In order to specify which users have access to a role’s privileges, you can add members to a role.

  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 Roles from the drop-down menu.
  3. If you want to assign members to a particular role, click on the name of that role.
  4. On the Role Members tab, you will find a list of all the members in the role.
  5. Click on the Add Members button to add new members to your group.
  6. You can specify which users you wish to add as members by entering their names or email addresses.
  7. Then click on the Add button.

How to add a new role or duplicate an existing role

  1. To access the Zoom web portal, you will need to sign in.
  2. Click on Contact Center Management, then click on Roles in the navigation menu.
  3. Click on the Add button.
    Note: Another option is to duplicate an existing role so you can create a new role by creating a copy of the existing one. You can duplicate a record by clicking the ellipsis icon (…) in the last column, then clicking Duplicate Record.
  4. Here is the information you need to provide:
    • Role name: You can enter a display name for your role in order to help you identify it
    • Description: Write a brief description of what you intend to accomplish in this role.
      Note: You are not able to duplicate a role when you duplicate the existing role.
  5. Alternatively, you can duplicate or add a new item.

How to edit role settings and privileges

  1. To access Zoom’s web portal, sign in to your Zoom account
  2. Click on Contact Center Management from the navigation menu, then select Roles from the drop-down list.
  3. In order to edit a role, just click on its name.

Role privileges

Role Settings tab

Administration

  • User management
    Note: A user can’t edit a privilege on a role they are a member of unless he or she has View and Edit privileges selected, which is the default setting.┬áThis is in order to ensure that admins do not accidentally lose access to the user management system for the contact center.
  • Queue management
  • Skills management
  • Routing profile management
  • Flow editor management
  • Disposition management
  • Roles management
  • Asset management
  • Address book management: It is the process of creating and managing the units of an address book as well as the address books and contacts.
  • Waiting room management: Creating and editing Waiting Rooms, as well as customizing Waiting Room settings.
  • Number management
  • Account preference management
  • Inbox management
  • Log management: Access the engagement log by using the web portal (web portal).
    • Access voice recordings: Once you have logged into your engagement log, you will be able to view the voice call recordings (web portal).
      • Download recordings: You are able to download recordings of your voice calls by accessing the engagement log (web portal).
      • Delete recordings: The recordings of voice calls can be deleted using the engagement log that can be accessed through the web portal).

Reports

  • Historical reports
  • Real time reports
  • Operation logs
  • Usage reports

Client

  • Analytics tab
  • Inbox tab
  • Teams tab
  • Active engagements tab
  • Closed engagements tab

Engagement Settings tab

  • Transfer engagements
  • Opt in/out of queues
    Notes:

    • The Queue Opt-out account-level setting controls whether or not the user can opt in or out of a queue that they are a part of if this privilege is enabled.
    • In the default Agent role, this feature is disabled
  • Add or edit notes
  • Listen in on engagements
  • Barge in on engagements
  • Whisper to engagements
  • Send outbound SMS messages
    • By entering any phone number: A member of the role can, if the option is enabled, manually enter a phone number to which SMS messages can be sent. SMS messages can only be sent to contacts in the address book by role members if SMS messaging is disabled.
    • If the agent is not engaged with a consumer, send the following message to any consumer:┬áThe use of SMS messages by role members is limited if they aren’t in an active engagement (availability status is Not Ready) when they can send SMS messages. When role members are involved in an active engagement, they can send SMS messages even if the setting is disabled.

Read it also –

Changing Zoom Contact Center Inbox Settings
Changing Zoom Contact Center Queue Settings
Getting Started With Zoom Contact Center Admins
Changing Zoom Contact Center Account Settings
Viewing Zoom Contact Center Real Time Analytics

 


Frequently Asked Questions

 

What is role management in zoom?

A role management application makes it possible for administrators to manage users, dashboards, reports, and cloud recordings at the group level for meetings and webinars. When logged in as an account owner or an account administrator of an account, you can change the permissions of a role that already exists in your account.

What are the different zoom roles?

A meeting can have one or more roles: a host or co-host, an alternative host, a participant, or alternative co-hosts. It is the host who specifies the role that you have in a meeting. The process of setting up, learning, and using Zoom Meetings is straightforward.

Does Zoom have account managers?

The Zoom web portal provides you with complete control over the settings of your account, users, and the payment of your bill. You can use these support tutorials and resources to understand your Zoom invoice, learn more about the security features related to meeting settings and users, and troubleshoot most common account related problems.

What is Zoom call center?

The technology that hosts these phones over the Internet allows employees to work across a single platform, regardless of location, which is a cost-efficient alternative to legacy telephone systems. Thus, agents will be able to gain access to customer data in a matter of seconds, so they can quickly resolve customer issues and help them.

How do you delegate a Zoom call?

  1. Zoom’s web portal can be accessed by signing in.

  2. Click the Phone option in the navigation menu at the top of the page.

  3. To access the Settings tab, click on it.

  4. Please click the Accept button in the Assistant for section of the page to accept a pending request to become a delegate. Your call privileges will be displayed, along with the delegator to whom you are assigned, so that you can see who you are working with.

What is the difference between a Zoom owner and administrator?

It is the owner of the account who has all privileges, including the ability to manage roles. Admins are in charge of adding, removing, or editing users. A meeting connector is an advanced feature that allows you to manage APIs, Single Sign-On, and Meeting Connector. A member does not have any administrative privileges within the group


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