Configuring automatic assignment of Zoom Contact Center inbox messages
Account owners and admins can automatically assign voicemails using predefined rules, such as assigning them to a specific agent, the best matching member on the access list, the best matching member of a selected queue, or the best matching member of a selected team. They can also set up notifications to be sent to clients if a voicemail remains unresolved for a specified period. Additionally, supervisors and agents can manually assign voicemails, ensuring that received voicemails are designated to the appropriate agents for resolution.
This article covers:
Prerequisites for assigning inbox messages automatically
- Account owner or admin privileges; or relevant role/privilege
- Zoom Contact Center license
How to automatically assign inbox messages
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Inbox.
- Click the display name of the inbox to edit.
- Under the Policy section, click the Voicemail Auto Assignment toggle.
- Under Send To, select one of the following options:
- A specific agent: Automatically assign to the designated agent when a voicemail is received.
- The best matching member of this inbox’s access list: Assign the voicemail to one of the inbox’s access list members. If Agent Routing Profile is specified below, the voicemail will be assigned to the member who has most relevant and fitting skills.
- A queue’s best matching member: Assign the voicemail to one of the members within the selected queue. If Agent Routing Profile is specified below, the voicemail will be assigned to the member who has most relevant and fitting skills.
Note: If you configure to assign voicemails to the best matching member of the access list, of a selected queue or a selected team, you can specify to only assign to agents who are in active work session to avoid delay in resolution.
- Click Save.
- Click Add Agent Routing and select a routing profile to assign voicemails to the agent who has the corresponding skills.
Note: It is recommended to set up agent routing profiles so voicemails are automatically assigned to agents with the right skills. If you don't, voicemails will be randomly given to members in the chosen group. - Click Save.
How to set up email notifications for unresolved voicemails
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Inbox.
- Click the display name of the inbox to edit.
- Under the Policy section, click the Send reminders in Contact Center for unresolved voicemails toggle.
- Indicate the duration, either in hours or minutes, for notifying assignees about unresolved voicemails.
- Click Save.