Managing agent routing profiles

Zoom Contact Center admins can add and edit routing profiles. Routing profiles route engagements to the appropriate agents that can best meet their needs based on previously-created skills. Each routing profile can contain a combination of skills that are prioritized. A higher proficiency rating means an agent is better at that skill.

For example, if you previously created a language and warranty skill category, you can create a routing profile to route engagements based on language proficiency and whether agents are able to process warranties. This list illustrates a routing profile with priorities and skills.

  1. English skill (level 3 or higher proficiency)
  2. English skill (level 2 or higher proficiency)
  3. Warranty skill

After creating a routing profile, you can assign it to a queue so that inbound engagements are routed accordingly. When agents transfer a voice or messaging engagement to a queue with an agent routing profile, they can specify the associated skills so that the engagement is routed accordingly.

Requirements for managing routing profiles

Table of Contents

How to create a routing profile

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Routing Profiles.
  3. Click the Agent tab.
  4. Click Add Agent Profile.
  5. Enter the following information:
  6. Click Save.
    The new routing profile will be added to the Routing Profile page.

How to set the wait time for matched agent availability

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Routing Profiles.
  3. Click the Agent tab.
  4. Click the display name of the routing profile you want to edit.
  5. Click Manage time steps to configure the wait time for matched agent availability.
  6. In the Time steps (seconds) field, enter a value in seconds to define a wait-time interval, then click Add step to add it.
  7. (Optional) Add additional time steps as needed, up to a maximum of 10, to divide the total queue wait time into intervals. Each step represents a point at which routing requirements can be adjusted to expand agent availability.
  8. (Optional) To remove a time step, click X next to the step.
  9. Click Save to apply the changes.

How to add a priority and conditions to a routing profile

Repeat these steps to add additional priorities to a routing profile.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Routing Profiles.
  3. Click the Agent tab.
  4. Click the display name of the routing profile you want to edit.
  5. (Optional) Select the Route engagement to last engaged agent first checkbox to automatically connect returning consumers with the agent who handled their most recent interaction regardless of the channel (voice, video, messaging, or email). Once enabled, set the Maximum look-back period for engagement history by entering the number of minutes (e.g., 10) the system should search for a prior engagement with the same agent.
  6. Click the time-step tabs (for example, 0–20 seconds or After 20 seconds) to configure priorities for different wait-time intervals.
  7. Click Add Priority.
  8. Select an attribute type such as a Skill category or Intent group.
  9. Select the skills or intents.
  10. Enable Required if the skill or intent must be met for routing. If required, agents must have the corresponding skill for engagements to be assigned to them.
  11. (Optional) Select a Default skill to use when the required skill is not available.
  12. Click Add.
  13. (Optional) Rearrange the priorities.
  14. (Optional) Repeat steps 7 to 12 to add more priorities.

How to rearrange or delete conditions and priorities

You can rearrange and delete priorities to determine the overall proficiency priority level. The higher-ranking priority skill category (proficiency based skills) will take precedence over those with lower priority. When comparing agents and all else is equal, the agents with the higher proficiency in the higher prioritized skill category should be considered for assignment.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Routing Profiles.
  3. Click the Agent tab.
  4. Click the display name of the routing profile you want to edit.
  5. Click the time-step tabs (for example, 0–20 seconds or After 20 seconds) to configure priorities for different wait-time intervals.
  6. Locate a condition or priority you want to rearrange.
  7. Use these options to rearrange or delete:
  8. Click Save.

How to duplicate or delete a routing profile

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Routing Profiles.
  3. Click the Agent tab.
  4. Click the display name of the routing profile you want to edit.
  5. In the last column, click the ellipses icon , then click one of these options: