Managing Zoom Contact Center queues

Zoom Contact Center admins can create queues and add queue members. Queues determine the agents that calls are routed to. Queues also link to an existing routing profile to determine how calls are routed. After creating a queue, you can change queue settings.

Requirements for managing queues

• Account owner or admin privilege
• Pro, Business, or Education account
• Zoom Contact Center license

How to create a queue

1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click Add Queue.
4. Enter the following information:
   • Name: Enter a display name to help identify the queue.
   • Description (Optional): Enter a description for the queue.
   • Channel: Select the channel type for the queue. This corresponds to the flow channel and trigger type.
     • Voice
     • Video
     • Messaging: Corresponds to the messaging channel, which consists of:
       • SMS
       • Web chat
       • In-app chat
       • Facebook Messenger
       • WhatsApp
       • Instagram
       • Zoom Team Chat
     • Email
     • Work Item
   • Agents: Click Add to add agents as queue members.
5. Click Save.
   The web portal will redirect you to the queue's settings:
   • Voice
   • Video
   • Messaging
   • Email
   • Work Item

How to edit or delete an existing queue

1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
2. In the navigation menu, click Contact Center Management then Queues.
3. Locate the queue you want to edit or delete.
4. In the last column, click the ellipses icon , then click one of these options:
   • Edit: Change the queue’s settings:
     • Voice
     • Video
     • Messaging
     • Email
     • Work Item
   • Delete: Delete the queue. When deleting a queue, you'll be notified which flows are using that queue. You can also see the queues where a published flow is being used in the Used in column on the Queues page.
     Note: To delete several queues at once, select the check boxes beside the Name column, then click Remove at the top of the table.

How to migrate to the messaging queue

Create a brand new messaging queue

1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click Add Queue.
4. Enter the following information:
   • Name: Enter a display name to help identify the queue.
   • Description (Optional): Enter a description for the queue.
   • Channel: Select Messaging channel type for the queue
   • Agents: Click Add to add agents as queue members.
5. Click Save.The web portal will then redirect you to the queue's settings:
   • • Voice
     • Video
     • Messaging
     • Email
     • Work Item

Note: This new queue can now be used for any SMS or Chat (both Web and In-App) flows.

Switch existing SMS, chat (web or in-app) queues to messaging queue

1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
2. In the navigation menu, click Contact Center Management then Queues.
3. Use the Channel filter to select SMS, Chat (Web), or Chat (In-App) and click Apply.
4. Click the display name of the queue you want to transition into a Messaging Queue.
5. Navigate to the Inbound Queue Preferences section.
6. Select the Channel setting and change it to Messaging.
7. Click Save.

Note: If an existing SMS or Chat (Web or In-App) flow is routing engagements to this specific queue, it will continue to do so. No changes will be required for the flow.