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.

Requirements for enabling or disabling queue opt-out and Not Ready reasons

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license

How to enable or disable queue opt-out and Not Ready reasons

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click Agent Status and Experience.
4. In the Queue Opt-out and Not Ready Reasons section, click the toggle to enable or disable the following:
   • Queue Opt-out: Require users to select a reason when they disable notifications from a queue (opt out of a queue)
   • Not Ready: Require users to select a reason when they set their status to Not Ready.
5. (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.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click Agent Status and Experience.
4. In the Queue Opt-out and Not Ready Reasons section, click Manage.
   Custom reasons will appear after the default reasons.
5. Use the following options to add or edit reasons:
   • Add a custom reason: Click Add Reason to add more reasons for users to select. Enter the following information, then click Add.
     • 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

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click Agent Status and Experience.
4. 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.
5. Select the check boxes to select the custom reasons you want to edit.
6. 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.