Using the Profile tab for voice calls in zoom

An active or completed Zoom Contact Center engagement can be viewed on the Profile tab. This is where you will find information about the consumer. Based on the caller ID number displayed on their voice engagements, this information can be gathered. There will be a list of general information such as the name and the phone number of the customer if the address book has not been added to it by an admin or agent. It is possible that you will be able to see additional information about this caller if the address book has been added by an agent or admin.

Prerequisites for using the Profile tab

• You will need the Zoom desktop client for Windows or macOS, version 5.9.3 or greater, to use Zoom

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

• A license for Zoom Contact Center is required

How to access the Profile 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. It is possible to follow one of the following options:

   • Utilize the contact center to make or receive engagements.

   • From the left-side panel, choose an entry from the history list.

   • Select a closed engagement from the list of closed engagements and view it.

4. To access the Profile tab, click on the Profile tab at the top of the right-side panel.
   Based on the type of engagement, you will see different types of information.

Voice engagements

Voice call controls when in an active voice engagement

• SMS: Using SMS as a means of engaging with the consumer for the first time. There will continue to be an active voice engagement for the time being. The left-hand side panel offers you the option of switching between active engagements.

Profile information when the caller ID number doesn’t exist in the address

A caller’s caller ID number (also sometimes referred to as E.164 format) will be displayed in the following format if they have not been added to the address book by an agent or administrator:

• There is a plus sign before the country code (preceded by the country code)

• Area code

• Phone number

If you would like to add a phone number to your address book, follow these steps:

1. Select the Profile tab on the left side of the screen.

2. To add a contact, click the blue icon in the bottom right corner of the screen.

3. The fields that need to be filled in must be filled in.

4. Then click on Save.
   You will be able to add the number to your address book as soon as you do so. This information will be displayed to the agent on future inbound calls from this number.

Profile information when the caller ID number exists in the address book

It is possible to see more detailed profile information depending on which fields have been filled in by an agent or admin when the caller was added to the address book by them. You can edit the contact’s information by clicking on the ellipses icon and then clicking Edit Contact.

Video engagements

• Display name:

  • Whenever a video engagement is initiated from a website, it is defaulted to display the generic display name of the consumer.

  • Displays the display name of the Zoom Rooms kiosk if a Zoom Rooms kiosk is integrated with Zoom Contact Center when the consumer initiated the video engagement.

Chat engagements

• Display name: In order to initiate the chat engagement, the consumer had to enter a display name.

• Customer ID: An identifier that uniquely identifies a consumer.