Viewing completed engagements

Completed engagements (previously known as closed engagements) are past engagements that have ended and the agent has completed the wrap-up period. You can view information on closed engagements like the queue the engagement was routed to and how much time the agent spent in the wrap-up period. You can also view recordings using the Zoom web portal.

This article covers:

Prerequisites for viewing information on completed engagements

How to view information on completed 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 Completed tab. You will see information on closed engagements.
  5. Use the following options to filter data:
    • Specify the time period at the top of the page.
    • Search field: Enter keywords to search through closed engagements.
    • Click the drop-down menu in the top-right corner to filter by queue.
    • Click Filter for additional filters:
      • Channel: Filter by voice, video, SMS, or chat engagements.
      • Disposition: Filter by the disposition assigned to the engagement.
      • Agent: Filter by agent that handled the engagement.
  6. (Optional) Click a table row to view more engagement details.
    You will see the following:

Information in the completed engagements tab

Note: Click an engagement's table row to view more engagement details.