Viewing agent availability and opt-in statuses in Zoom App

This post was most recently updated on July 28th, 2022

It is possible for administrators to view and force the opt in/out status for all agents in their contact center, as well as view their availability. In order to view the statuses of the agents in a queue, supervisors must have access to the queue’s supervisor. As well as managing your agents’ opt-in/out-opt status through the Zoom web portal, you can also set their ability to opt out by using the Zoom web portal.

Prerequisites for viewing agent availability and opt-in statuses

  • It requires Zoom desktop client version 5.9.3 or higher, if you are using Windows or macOS
  • A professional account, a business account, or a student account
  • Licence for the Zoom Contact Center is required
  • Ownership or administrative privileges should be granted to the account

How to view agent availability statuses and change their opt-in/opt-out status

  1. Connect to Zoom’s desktop client by signing in to your account.
  2. You can access the Contact Center by clicking on the tab.
  3. Click Teams in the left-hand navigation menu on the top of the screen.
    You will be able to see the following information about the agent:

    • Name: There is a display name for the agent that appears at the top of the page.
    • Currently, we are in the following state: A description of the current status of the agent and how many days the agent has been in that status over the last few days.
    • Active: There are currently a number of engagements active for the agent, which indicates how busy they are.
    • Completed: There is information about how many engagements an agent has completed in the past 24 hours.
    • Queues: Agents are members of various queues that they are a part of at any given time.
    • You can either opt in or opt out of receiving this information: An agent can be notified from the queue if he or she has enabled it. When an agent wants to change their opt-in / opt-out status, they need to click the toggle.
    • Note: The right arrow icon next to the agent’s display name will display a list of queues that the agent is a member of if they belong to more than one queue.