Viewing active engagements

Active 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 active 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 active voice call when viewing active engagements, and view live information on active engagements using the Zoom web portal.

Prerequisites for viewing active engagements

How to view information on active engagements

  1. Sign in to the Zoom desktop client.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click Engagements.
  4. Click the Active tab, then click the Voice, Video, SMS, or Chat tab.
    You will see information on active engagements.
  5. Use the following options to filter data:
    • Search field: Enter an engagement ID or consumer name to search through active engagements.
    • In the top-right corner, click the drop-down menu to filter by direction, status, or queue.
      Note: The direction filter is only available in the Voice and SMS tabs.

Information in the active engagements tab