A closed engagement is one which has been ended by the agent, and the wrapping-up period has been completed by the agent in order to close the engagement. Admins and supervisors have access to information about closed engagements, such as where the engagement was routed to, how long it took the agent to complete the wrap-up process, and how much time was spent in the last stage of the engagement.
Prerequisites for viewing information on closed engagements
- For Windows or macOS, Zoom desktop client version 5.9.3 or higher is required
- There are three types of accounts available: Pro, Business, and Education
- Contact Center licenses are available through Zoom
- Admin or account owner privileges are required to manage the account
How to view information on closed engagements
- Using the Zoom desktop client, sign in to your account.
- Click on the Contact Center tab on the left hand side of the screen.
- Click Engagements from the navigation menu on the left-hand side of the screen.
- The Closed tab can be accessed by clicking on it. A list of closed engagements will be displayed for you to review.
- In order to filter the data, you can use the following options:
- At the top of the page, you can specify the time period for the analysis.
- Search field: For a quick search of closed engagements, you can enter keywords into the search box.
- In the top-right corner of the page, you will find a drop-down menu that allows you to filter your search by queue.
- To view more information about a particular engagement, you can click on the row of the table.
This is what you will see when you click on it:
- Panel in the center of the screen
- Displays the number of the caller ID or the name of the customer on the caller ID screen.
- Engagement Duration: In hours, minutes, and seconds, the total time it took to handle the engagement as it progressed.
- Panel on the right side of the screen
- Tab “Profile” on the left side of the page
- The tab for engagement can be found under the engagement menu
- Panel in the center of the screen
Information in the closed engagements tab
- Direction: Indicates whether or not the engagement was outbound or inbound. Inbound engagements are those that are received through the use of a queue by an agent. In order to make an outbound engagement, an agent has to make an outbound phone call.
- Engagement ID: Engagement identifiers are unique identifiers that can be used to identify engagements. You can copy the ID by clicking on it.
- Channel: It is the type of engagement associated with the associated channel.
- Start Time: During the engagement, the engagement will start at a specific time. When a customer starts waiting in a queue for an inbound engagement, this is when the consumer begins to wait in the queue. When an outbound agent makes a call to a consumer, this is the time when they begin talking to the consumer.
- Duration: In terms of hours, minutes, and seconds, the total handling time of the engagement is divided into the number of days.
- Consumer: Depending on if the number exists in the address book, the caller ID number and/or display name will show up on the screen for the consumer.
- Consumer display name: In the address book, the display name of the caller is displayed. There is a possibility that the number has already been added by an agent or admin to the address book, indicating that it already exists in the address book.
- Caller ID number: It is the number displayed on the caller’s caller ID that identifies the caller. As a result, the number assigned to the caller ID does not exist in the address book, nor has it been added by an agent or administrator.
- Agent: This is the display name of the associated agent.
- Queue: As part of the engagement routing, this queue was associated with the engagement.
- Wrap Up Time: In hours, minutes, and seconds, the total amount of time that was spent during the wrap up period is calculated.
- Disposition: Depending on the agent’s decision, the disposition will be selected.
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