Managing opt-out and Not Ready reasons
Zoom Contact Center admins can manage queue opt-out or Not Ready reasons.
If queue opt-out reasons are enabled, users are required to select a reason when they disable notifications from a queue (also known as opting out of a queue).
If Not Ready reasons are enabled, users are required to select a reason when they set their status to Not Ready. For example, if call queue members need to opt-out or set their status to Not Ready for lunch or break, you can allow users to select Lunch or Break as a reason.
You can also view user-level settings to view all reasons that a specific user can select.
This article covers:
Prerequisites for enabling or disabling queue opt-out and Not Ready reasons
- Account owner or admin privileges; or relevant role/privilege
- Pro, Business, or Education account
- Zoom Contact Center license
How to enable or disable queue opt-out and Not Ready reasons
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Preferences.
- Click Agent Status and Experience.
- In the Queue Opt-out and Not Ready Reasons section, click the toggle to enable or disable the following:
- (Optional) If you enabled either settings, edit reasons for users to select.
How to add or edit custom opt-out and Not Ready reasons
If you enabled the Queue Opt-out or Not Ready settings, you can set the reasons for users to select.
Notes: You can't edit the Reason name for default reasons or delete default reasons, but you can disable them if they aren't relevant for your agents.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Preferences.
- Click Agent Status and Experience.
- In the Queue Opt-out and Not Ready Reasons section, click Manage.
Custom reasons will appear after the default reasons. - Use the following options to add or edit reasons:
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Add a custom reason: Click Add Reason to add more reasons for users to select. Enter the following information, then click Add.
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Reason Name: Enter the reason display name viewable to agents.
-
Assign to Queues: Select queues to assign the custom reason to. Only agents in the assigned queues will be able to select this custom opt-out and Not Ready reason.
-
Enable: Click the toggle
to enable or disable a reason. Disabled means the reason appears in the Zoom web portal, but agents can't view or select it.
-
Edit a reason: If you previously added a custom reason, click the ellipses icon
then Edit. Change the settings, then click Save. -
Enable: Click the toggle
to enable or disable a reason. Disabled means the reason appears in the Zoom web portal, but agents can't view or select it. -
Delete a reason: If you previously added a custom reason, click the ellipses icon
then Delete.
How to bulk assign or delete custom opt-out and Not Ready reasons
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Preferences.
- Click Agent Status and Experience.
- In the Queue Opt-out and Not Ready Reasons section, click Manage.
Note: You can't edit the default reasons. Custom reasons appear after the default reasons. - Select the check boxes to select the custom reasons you want to edit.
- At the top of the table, click of these options:
-
Assign to Queues: Select queues to assign the custom reasons to. Only agents in the assigned queues will be able to select this custom opt-out and Not Ready reason.
-
Delete: Delete the selected custom reasons.