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

• Zoom desktop app for Windows or macOS, 5.11.10 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Account owner, admin, supervisor, or agent role; or relevant privilege
  Note: Supervisors and agents can only view data for the queues they're a member of.
• Account owner, admin, or supervisor privileges; or relevant role/privilege for monitoring engagements

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:
   
   • Search field: Enter an engagement ID or consumer name to search through open engagements.
   • In the top-right corner, click the drop-down menu to filter by direction, status, team, queue, or sentiment.
     Notes: The direction and sentiment filters are only available in the Voice and Messaging tabs.

Information in the open engagements tab

• Engagement ID: The unique identifier for the engagement. Click the ID to copy it.
• Direction: Displays if the engagement was inbound or outbound. Inbound means an agent receives an engagement through a queue. Outbound means an agent made an outbound engagement.
• Source: The channel type of the engagement.
  • Phone: Voice engagement.
  • Web Video: Video engagement that a consumer started from a website.
  • Kiosk: Video engagement that a consumer started from a Zoom Rooms kiosk integrated with a Zoom Contact Center video flow.
  • Web Chat: Messaging engagement initiated through a web-based chat interface.
  • SMS: Messaging engagement initiated through SMS messaging.
  • WhatsApp: Messaging engagement initiated through WhatsApp messaging.
  • Facebook: Messaging engagement initiated through Facebook Messenger.
• Start Time: Displays the start time of the engagement.
• Flow: The display name of the associated flow that handled the engagement. If more than one flow handled the engagement, you'll see the display name of the current flow and the number of other flows that handled the engagement. Click the number to view the display names of these flows.
• Total Duration: The current duration the engagement in hours, minutes, and seconds.
• Consumer:
  • For voice and SMS engagements, caller ID number and/or display name of the consumer, depending on if the number exists in the address book. 
    • Caller display name: The caller’s display name from the address book. This means that the caller ID number exists in the address book and was previously added by an agent or admin using the Zoom desktop app or web portal.
    • Caller ID number: The consumer's caller ID number. This means that the caller ID number doesn’t exist in the address book and hasn’t been added by an agent or admin.
  • For web chat engagements, displays the name entered by the consumer after clicking the chat engagement invitation.
  • For video engagements, displays Customer by default.
  • For video engagements started from Zoom Rooms kiosk integrated with Zoom Contact Center, displays the display name of the Zoom Rooms kiosk. 
• Sentiment: This is only applicable to voice and messaging. The consumer's tone or emotion detected during the engagement.
• Agent: The Zoom profile display name of the agent that is assigned to the engagement.
• Queue: The associated queue that routed the engagement.
• Status/Time in: The current status of the engagement. You will see one of these statuses. 
  • Assigned: The consumer has been auto routed or manually assigned to an agent.
  • In Queue: The consumer is waiting in the queue.
  • Callback: The consumer in the engagement has requested a callback and is waiting for a callback.
    Note: This status is only available for voice engagements. You can't monitor or assign engagements in this status.
• Team: The team associated with the agent who handled the engagement.
• Click the ellipses icon for these options:
  • Chat with Consumer: Chat with the consumer waiting in the video Waiting Room.
    Note: This option is only available to supervisors viewing an open video engagement where the consumer in a Waiting Room with chat enabled.
  • Assign to Me / Assign Engagement: Assign the open engagement to yourself or another agent.
  • Copy Engagement ID: Copy the the unique identifier for the engagement.
  • Call monitoring options (Listen/Watch/View, Barge, Take Over): Monitor the open engagement.