Viewing closed engagements

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.

Requirements for viewing information on closed engagements

Table of Contents

How to view information on closed engagements

  1. Sign in to the Zoom desktop app.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click All engagements.
  4. Click the Closed tab. You will see information on closed engagements.
  5. Use the following options to filter data:
  6. (Optional) Click a table row to view more engagement details.
    You will see the following:

Information in the closed engagements tab

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