Changing Waiting Room settings for Zoom Contact Center

After creating a Waiting Room, admins can change its settings. Waiting Rooms provide inbound video engagements with a media-rich waiting experience while waiting for an agent. For example, you can display your company’s logo and specify a description so that consumers are aware that an agent will be connected shortly.

You can also display the estimated wait time to consumers in the Waiting Room by enabling estimated wait time in the Route To Widget.

Prerequisites for changing Waiting Room settings

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

How to access Waiting Room settings

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit waiting room settings.
2. In the navigation menu, click Contact Center Management then Waiting Room.
3. In the last column, click the ellipses icon , then click one of these options:
   • Edit: Change the Waiting Room’s settings.
   • Customize: Change the Waiting Room’s customization settings.

Waiting Room settings

• (Display name): Click Rename to change the display name that helps identify the Waiting Room, and the internal description for the Waiting Room.
• Play notification when agent is ready: Display a notification to the visitor when an agent is ready to start the call. The visitor can join the video engagement when they’re ready.
  • Audio for Notification: Customize the notification sound. Click Edit then click one of these options:
    • Add Audio: Add a new audio file to use as the notification sound. Click Upload, select your audio file, then click Add. The file will also be added to your asset library.
    • Choose from assets Library: Select an existing audio file in your asset library, then click Confirm.
    • Reset to Default Media: Revert to the default notification sound.
  • Notification time limit: Select the amount of time to display the notification. Once the time limit is exceeded, the video engagement expires.
• Allow users to talk with consumers on video: Allow Contact Center users to talk with consumers on video currently in a Waiting Room. Set the minimum estimated wait time in minutes before a supervisor can join the conversation.
• Allow users to chat with consumers: Allow Zoom Contact Center users to chat with consumers currently in a Waiting Room by clicking an option in the active engagements tab. When an agent is assigned to the engagement, they will see the Waiting Room chat so they have context on what was discussed.
  Notes:
  • This feature isn't supported on kiosks integrated with Zoom Contact Center.
  • Users must have the Chat with Consumer in Video Waiting Room privilege to use this feature.
  • See the below section for more details on the Waiting Room process when this setting is enabled.
• Customize waiting room: Click Customize to customize the Waiting Room experience to keep customers entertained while waiting to meet with an agent. This will be applied to all flows assigned to this Waiting Room.

Waiting Room customization settings

Note: Use the desktop/mobile toggle above the Waiting Room preview to switch between customization settings for consumers on desktop or mobile devices. Adjust settings for each view separately. To apply the same settings to both views at once, click the Apply all content to both web and mobile toggle.

• Title: Enter a title or meeting topic to display to the customer.
• Participants in waiting room will see: Select what to display to customers.
  • The default screen: Only display a title or meeting topic.
  • A logo and description: Display a title, logo, and description.
    • Logo: Upload a logo to display to display to consumers. Click one of these options:
      • Upload Logo: Upload an image. The image will not be added to the asset library.
      • Choose from Asset Library: Select an existing image from the asset library.
      • Remove Logo (only available if there's already a logo added): Remove the Waiting Room logo. If the logo is from the asset library, this will not remove it from the asset library.
    • Description: Enter a description to display to the consumers.
  • A slide: Display slides (PDF file). If your PDF has several pages, consumers can click forward icon or back icon to switch pages. Click Edit then select one of these options:
    • Upload Slide: Upload a slide (PDF file). The file will not be added to the asset library.
    • Choose from Asset Library: Select an existing slide from the asset library.
    • Remove Slide (only available if there's already a slide added): Remove the Waiting Room slide. If the file is from the asset library, this will not remove it from the asset library.
  • A video: Display a video that auto plays when customers enter the Waiting Room. Consumers will be able to view the video in full screen or view it as a floating thumbnail above the website. Click Edit then select one of these options:
    • Upload Video: Upload a video. The video will not be added to the asset library.
    • Choose from Asset Library: Select an existing video from the asset library.
    • Remove Video (only available if there's already a video added): Remove the Waiting Room video. If the video is from the asset library, this will not remove it from the asset library.
• Audio: Click the toggle to enable or disable audio in the Waiting Room. The audio will be muted by default for consumers in the Waiting Room. Consumers can click the audio icon to unmute/mute audio. If enabling, click Edit then select one of these options:
  • Upload Audio: Upload audio. The audio file will not be added to the asset library.
  • Choose from Asset Library: Select an existing audio file from the asset library.
  • Remove Audio (only available if there's already audio added): Remove the Waiting Room video. If the audio file is from the asset library, this will not remove it from the asset library.
• Auto play the media: This is only visible if audio is enabled. The audio plays automatically when the media starts. However, consumers have the ability to mute the audio if preferred.

Waiting Room process when chat is enabled

The following steps outline the process for the user and consumer when the Allow users to chat with consumers setting is enabled.

1. When a consumer is in a video engagement Waiting Room, users can chat with the consumer currently in a Waiting Room by clicking the Chat with Consumer option in the active engagements tab in the Zoom desktop client.
2. The consumer will see a notification to Accept or Reject the invite to chat.
   • If they click Accept, a chat panel will appear for the consumer. The supervisor will see a notification that the consumer accepted the chat invite; and will be redirected to a chat page with the consumer. The supervisor can access to the text box controls and right-side panel.
     Note: There can only be one supervisor in each Waiting Room chat. Other supervisors can't join the chat once a chat invite is accepted.
   • If they click Reject, the notification will disappear. The supervisor will see a notification that the consumer rejected the chat invite.
3. The user can leave the chat at any time.
4. When an agent is assigned to the engagement, the consumer will see a notification to click Join to accept the video call invite. The assigned agent will see the Waiting Room chat so they have context on what was discussed.