Viewing active engagements in zoom app
Engaged engagements are those that are in progress or available to be assigned manually in Zoom Contact Center. Engaged engagements are those that are currently in service with consumers or those that are available for manual assignment. As part of the Active Engagements section of the system, you can look at information such as the queue to which the engagement has been routed and how much time the agent has spent on the engagement so far.
The Zoom web portal also makes it possible for administrators and supervisors to view live information about active engagements at any time, as well as monitor the active voice call when viewing active engagements.
Prerequisites for viewing active engagements
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The Zoom desktop client is available for Windows and macOS, version 5.11.10 or later
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There are three types of accounts available: Pro, Business, and Education
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License for Zoom Contact Center
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Ownership, administration, supervisory, or agent roles; or any privilege with respect to the account;
Note: A supervisor and an agent can only see the queue data that they’re a part of and have access to. -
Ownership, admin, or supervisory privileges on the account, or a relevant role or privilege pertaining to the monitoring of engagements on the account
How to view information on active engagements
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Using Zoom’s desktop client, you will need to sign in.
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Please click on the tab called Contact Center to get started.
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You can find the Engagements menu on the left hand side of the screen.
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If you wish to listen to a voice call, video call, SMS, or chat, then click the active tab.
The information on active engagements will be displayed to you on the screen. -
It is possible to filter data by using the options listed below:
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Search field: In order to search through active engagements, please enter either the engagement ID or the consumer name.
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To filter by direction, status, or queue, click the drop-down menu in the top-right corner of the screen.
Note: Only the Voice and SMS tabs have the direction filter available to them.
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Information in the active engagements tab
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Direction: The engagement type is displayed based on whether it was an inbound or outbound engagement. Agents receive engagements through queues in the form of inbound engagements. The term outbound refers to the engagement that has been made by an agent out of the office.
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Source: An engagement can be classified according to its channel type.
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Phone: Engagement with the voice.
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Web Video: There is an engagement with video that originates from a website that has been started by a consumer.
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Kiosk: Zoom Rooms kiosk was integrated with a Zoom Contact Center video flow to provide consumers with a video engagement that was initiated from a Zoom Rooms kiosk.
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Web Chat: Engaging in a chat conversation.
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SMS: Engagement through SMS is a great way to increase sales.
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Start Time: The engagement time is displayed on the engagement page.
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Flow: A display name indicating which flow was responsible for handling the engagement in the associated flow.
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Duration: A measure of the current engagement’s duration in hours, minutes, and seconds can be found here.
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Consumer:
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Depending on if the number is in an address book, the caller ID number and/or display name of the consumer will be displayed for voice and SMS engagements.
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Caller display name: Displays the name of the caller’s address book entry as the display name. There is a possibility that you have previously added the caller ID number via the Zoom desktop client or web portal to the address book, which means the number already exists in the address book.
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Caller ID number: This is the number displayed on the caller ID of the consumer. As a result, this means that the number listed on the caller ID is not in the address book and has not been added by the administrator or an agent.
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This feature displays the name entered by a user after clicking the chat engagement invite on a web browser for web chat engagements.
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In the case of video engagements, the default display is Customer.
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The Zoom Rooms kiosk developed by Zoom Contact Center provides a display name for videos launched from Zoom Rooms kiosks integrated within Zoom Contact Center.
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Agent: An agent’s name is displayed in the Zoom profile of the engagement in which he or she is assigned.
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Queue: An engagement was routed based on the associated queue.
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Status: As of right now, the engagement is at the current stage. Among these statuses, you will be able to see one of them.
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Assigned: An agent has been assigned to the consumer either automatically or manually based on the consumer’s preference.
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In Queue: There is a queue of consumers waiting for their turn.
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Callback: As part of the engagement, the consumer requested a callback and is awaiting a call in order to complete the engagement.
Note: Only voice engagements are able to choose this status. This status cannot be monitored or assigned to engagements when it is in this state.
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The following options can be accessed by clicking the ellipsis icon:
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Assign to Me/Assign Engagement:
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Assign the active engagement to you or another agent.
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Copy Engagement ID:
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Take note of the unique identifier assigned to the engagement and copy it.
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You have several options for monitoring calls (Listen/Watch/View, Barge, Takeover):
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Be sure to monitor the level of active engagement.
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