Using the Engagement tab

The Engagement tab allows agents to view information about an active or closed engagement; for example, the queue the customer was routed through, or notes previously entered by other agents for the customer. You can also use the Engagement tab to select a disposition or add a note if you're viewing an active engagement.

After opening the Engagement tab , you can hover over the left-side border, then click and drag to re-size the panel.

Requirements for using the Engagement tab for voice calls

• Pro, Business, or Education account
• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Contact Center license

Note: Zoom Contact Center no longer supports devices running on Windows 32‑bit operating systems or 32‑bit browsers. To continue using Zoom Contact Center features, users must upgrade to a 64‑bit operating system and a 64‑bit browser.

How to access the Engagement tab

1. Sign in to the Zoom desktop app.
2. On the left vertical sidebar, click the Contact Center tab.
3. Follow one of these options:
   • Make or receive a voice call using contact center.
   • Select a history entry in the left-side panel.
   • View closed engagements and select an engagement.
4. In the right-side panel, click the Engagement tab .
5. (Optional) Hover over the left-side border, then click and drag to re-size the panel.

Information displayed in the Engagement tab

Details section

• View Events: View associated engagement events.
• Engagement ID: The unique identifier for the engagement.
• Start Time: The start time and date.
• End Time: The end time and date.
• Channel: The channel type of the engagement.
  • Phone Call: Voice engagement.
  • Video Call: Video engagement.
  • Kiosk: Video engagement that a consumer started from a Zoom Rooms kiosk integrated with a Zoom Contact Center video flow.
  • Web Chat: Chat engagement.
  • SMS: SMS engagement.
  • Email: Email engagement.
  • Work Item: A non-real-time task or case assigned to an agent.
• Current Queue: The queue that the engagement was routed through.
• Assigned Agent: The agent that answered the engagement.
• Wrap-up Duration: The total time spent in the wrap up period in hours, minutes, and seconds.
• Disposition: Displays the selected disposition for previous engagements. If you’re in an active engagement, you can select a disposition.
• System variables: Display system-generated fields that automatically capture and show engagement-related information (such as consumer details, queue, or status).

Note: You can also configure variables to display in the Engagement tab.

Published notes section

The notes previously entered for the call or notes previously entered by other agents. If you’re viewing the Engagement tab for an active engagement, you can add a note.