Managing routing profiles in zoom app

Routing profiles can be added and edited by administrators. The routing profiles operate on the basis of a pre-established set of skills to identify the best agents to handle engagements based on the client’s needs. Depending on the routing profile, a variety of skills can be analyzed and a priority can be assigned to each of them.

The routing profile can be configured so that engagements are routed based on language proficiency and whether the agent is capable of processing warranties, for example, if you previously created a language and warranty skill category. I have created a routing profile illustrating the skills and priorities associated with routing.

1. The ability to speak and understand English at a high level (level 3 proficiency or higher)

2. An understanding of the English language (level 2 or higher proficiency)

3. The ability to provide warranty services

You can assign a routing profile to a queue in order to route inbound engagements accordingly once you have created a routing profile. Agents are able to specify the skills that are relevant to an engagement when they transfer it from a queue to an agent routing profile. As a result, the engagement will be routed accordingly based on the agent’s skills.

Prerequisites for managing routing profiles

• Ownership or administrative privileges of the account

• There are three types of account to choose from: Pro, Business, and Education

• License for Zoom Contact Center is required

How to create a routing profile

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

2. The Contact Center Management menu can be found under the Navigation menu, followed by Routing Profiles.

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

4. You will then be prompted to add a profile as an agent.

5. Here is the information you need to enter:

   • Name: Identify the routing profile by giving it a display name so that you can easily identify it.

   • Description (optional): You will need to enter a description here.

6. Click on the Save button.
   On the Routing Profiles page, you will find the new routing profile that has been created.

How to set the wait time for matched agent availability

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

2. The Contact Center Management menu can be found under the Navigation menu, followed by Routing Profiles.

3. If you want to edit a routing profile, click on its display name.

4. In the top right hand corner of the page, beneath the Wait time for matched agent availability, enter a value in seconds.

How to add a priority and conditions to a routing profile

This process can be repeated if more priorities need to be added to a routing profile.

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

2. Click Contact Center Management from the navigation menu and then click Routing Profile from the Routing Profile menu.

3. On the left side of the screen, click Agent.

4. If you want to edit a routing profile, click on its display name.

5. To add a priority, click the Add Priority button.

6. For priority, you can choose one of the following options:

   • Select a category: You can select a skill category that already exists.

   • Minimum Proficiency (optional): The skill category should be selected based on the most proficient level for the skill category if the skill is a proficiency-based skill. For agents to be assigned engagements, they must be able to demonstrate proficiency levels of at least the minimum level.

   • Required: If it is necessary to specify a skill category, please do so. In order for agents to be assigned engagements, they must possess the corresponding skills if necessary.

7. Follow steps 5 and 6 to add more priorities to your list (optional).

8. It is possible to rearrange the priorities (optional).

9. Please click the Save button to save the changes.

How to rearrange or delete conditions and priorities

In order to determine the overall proficiency priority level, you can rearrange and delete priorities as you see fit. A higher-ranking proficiency based skill category (the high-priority one) will take precedence over the low-priority one as it is the more important one. As a general rule if all else is equal when comparing agents, it is recommended to assign agents whose proficiency is higher in the more prioritized skill category when the other factors are equal.

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

2. Click Contact Center Management from the navigation menu and then click Routing Profile from the Routing Profile menu.

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

4. If you want to edit a routing profile, click on its display name.

5. The first step is to find a condition or priority that needs to be rearranged.

6. The following options can be used to rearrange or delete items:

   • You will be able to move the condition or priority by hovering over the six dots icon and clicking and dragging it to a new location.

   • You may also choose to change the status of a condition or priority in the list by clicking the up or down arrows.

   • A condition or priority can be deleted by clicking on the trash bin icon,

7. Please click the Save button to save the changes.

How to publish or delete a routing profile

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

2. The Contact Center Management menu can be found under the Navigation menu, followed by Routing Profiles.

3. On the left side of the screen, click Agent.

4. If you want to edit a routing profile, click on its display name.

5. You can choose one of the following options after clicking the ellipse icon in the last column:

   • Edit: The display name, the conditions, and the priorities that are associated with the routing profile can be edited.

   • Publish: In order to make the routing profile available in queue settings, the routing profile needs to be published. There is no need to republish a routing profile if you have edited one that has already been published previously.

   • Duplicate: Create a duplicate routing profile by copying the settings from the original profile. Upon duplicateing the routing profile, you will be presented with a prompt asking for a new display.

   • Delete: Remove the routing profile from any queues or tables (if necessary) and remove it from the routing profile.
     Note: Click the Deleted Selected button at the top of the table to delete multiple profiles at once by checking the boxes beside their names.