While on an open Zoom Contact Center engagement, agents can switch to other Zoom desktop app tabs; and join another engagement, Zoom Phone call, or Zoom meeting. For example, this can be useful if you need to access Zoom Team Chat to reach an internal supervisor for help on a consumer engagement.
Click on another tab in the Zoom desktop app. For example, click the Team Chat tab to contact a supervisor for assistance.
You will see a contact center notification banner informing you of the open engagement and providing you with these options:
You will see a notification informing you that your contact center call will be placed on hold and the audio will be switched to the meeting.
Make or receive a Zoom Phone call.
You will see a contact center notification banner informing you of the open engagement and providing you with these options: