Viewing open engagements

Open engagements are current Zoom Contact Center engagements where an agent is currently interacting with a consumer; or engagements available to be manually assigned. You can view information on open engagements like the queue the engagement was routed to and how much time the agent has spent so far handling the engagement.

Admins and supervisors can also monitor the open voice call when viewing open engagements, and view live information on open engagements using the Zoom web portal.

Requirements for viewing open engagements

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How to view information on open engagements

  1. Sign in to the Zoom desktop app.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click All engagements.
  4. Click the Open tab, then click the Voice, Video, Messaging, or Email tab.
    You will see information on open engagements.
  5. Use the following options to filter data:

Information in the open engagements tab