Setting availability status for Zoom Contact Center
If you're a Zoom Contact Center agent, you can set your availability status to determine whether you receive inbound notifications from your queues. Your status is also reported to your admins or supervisors. For example, if you’re on lunch break, you can set your availability status to Not Ready.
In addition, supervisors can set an agent's status. The relevant agent will receive a notification when their status is changed by a supervisor.
Requirements for setting availability status
Pro, Business, or Education account
Account owner or admin privilege to set an agent's status
The following statuses are automatically set and not selectable.
Occupied: Automatically set when you’re in a voice or video engagement or when you’re in the wrap-up time. You will not receive inbound notifications. Occupied status is never set when you’re in a messaging or email engagement.
Offline: Automatically set if you're not signed in to the Zoom desktop client and are unavailable to receive inbound calls or make outbound calls. You will be opted out of all queues you’re a member of and will not receive inbound notifications. You can't set this status manually. This status is also automatically set if the admin enabled agent work sessions and you've ended your work session, your work session timed out.
Admins can set your status to automatically change to Not Ready for the following scenarios:
You cannot manually change your status from Occupied to another status. Instead, you can schedule your next status (Ready or Not Ready), which will automatically take effect once you are no longer Occupied.
By default, your status prior to becoming Occupied will be set as your next status.
You are not allowed to change your status to Ready if you're on an active voice or video engagement and your status is Not Ready.
How to set an agent's availability status
You must be a Zoom Contact Center admin or supervisor to set an agent's availability status to Ready or Not Ready using the real-time agent view. The relevant agent will receive a Zoom desktop client notification when their status has changed.
Notes:
If the agent is in Occupied status, you can set their status if they are in the wrap-up duration and not in an active engagement.