Using the Engagement tab for voice calls in zoom app

It is possible for agents to view information about an engagement, regardless of whether it is active or closed, by using the Engagement tab, for instance, by viewing the queue to which the customer was routed, or by finding notes that have been previously recorded for the customer by other agents. In addition, if you’re viewing an active engagement, you have the option of selecting a disposition or adding a note using the Engagement tab.

Prerequisites for using the Engagement tab for voice calls

• You will need Zoom desktop client 5.9.3 or higher if you are using Windows or macOS

• Whether you are a Business, Education, or Pro account holder

• License for Zoom Contact Center can be purchased here

How to access the Engagement tab

1. Using Zoom’s desktop client, you will need to sign in.

2. Please click on the tab called Contact Center to get started.

3. Here are a few options you can choose from:

   • The contact center allows users to make and receive voice calls.

   • On the left-hand side of the window, select a history entry.

   • It is possible to view and select engagements that have been closed.

4. Click the Engagement tab on the right-hand side of the screen.

Information displayed in the Engagement tab

Details section

• View Events: The following engagement events are associated with this event.

• Engagement ID: An engagement’s unique identifier can be found here.

• Start Time: Time and date of the start of the event.

• End Time: Time and date of the end of the event.

• Source: The type of engagement channel used for engagement.

  • Phone Call: Engagement with the voice.

  • Video Call: Engagement with video content is important.

  • Kiosk: Zoom Rooms kiosks integrated with Zoom Contact Centers video flow was used by a consumer to initiate a video engagement with Zoom.

  • Web Chat: Engaging in a chat conversation.

  • SMS: The use of SMS for engagement purposes.

• Current Queue: As a result of the engagement is being routed through the queue.

• Assigned Agent: It was the agent who answered the engagement that answered the call.

• Wrap-up Duration: During the wrap up period, the total number of hours, minutes, and seconds spent during the period are recorded.

• Disposition: A list of previous engagements will be displayed along with the disposition that was selected. It is possible to select a disposition while you are in an active engagement.

Published notes section

Previously entered notes by other agents or notes that have been entered by agents who handled the call previously. Whenever you are viewing an active engagement in the Engagement tab, you will have the opportunity to add a note to the engagement.