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.

This article covers:

• How to set your own availability status
• Statuses that are automatically set
• Status restrictions
• How to set an agent's availability status
• Zoom Contact Center status sync to Zoom presence status

Prerequisites for setting availability status

• Zoom desktop client for Windows or macOS, 5.11.3 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Account owner or admin privileges required if setting an agent's status

How to set your own availability status

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. In the status drop-down menu located in the top-left corner, select one of these statuses:
   
   • Ready: Available to receive inbound calls. You will be opted in to all queues you’re a member of and receive inbound notifications from these queues.
   • Not Ready: Unavailable to receive inbound calls. You will be opted out of all queues you’re a member of and will not receive inbound notifications. (Optional) Hover over Not Ready then select a reason for being unavailable; for example, Break or Outbound Calls. These are custom statuses set by your admin.
     Note: This is the default status when you sign in to the Zoom desktop client.
   • If an admin enabled agent work sessions, click End Work Session then End to end your session and change their status to Offline. You will be able to start another session by clicking the Contact Center tab then Start.

Note: Admins, supervisors, and other agents can view your availability status. Admins and supervisors can change your status.

Statuses that are automatically set

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:
  • After you miss a certain number of inbound engagements.
  • After you accept a Zoom Phone or Zoom Meeting call.

Status restrictions

• You are not allowed to change your status from Occupied to Ready.
• 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.
• You can also change an agent's status using the Zoom web portal.

Desktop client

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Teams.
4. Locate the agent you want to change the status for.
5. In the Status column, click the down arrow icon , then click a status.
   • If setting the status to Not Ready, select a reason.
   • If an admin enabled agent work sessions, click End Work Session then End to end the agent's session and change their status to Offline.

Web portal

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. In the Real-time Analytics section, click My Agents.
4. Locate the agent you want to change the status for.
5. In the Status column, click the down arrow icon , then click a status.
   • If setting the status to Not Ready, select a reason.
   • If an admin enabled agent work sessions, click End Work Session then End to end the agent's session and change their status to Offline.

Zoom Contact Center status sync to Zoom presence status

The following table lists the Zoom presence status that is automatically set based on your contact center status: