Changing Zoom Contact Center email queue settings
After creating an email queue, you can change queue settings like adding members and selecting the distribution method.
Requirements for changing email queue settings
How to change email queue settings
- Sign in to the Zoom web portal as an admin.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click Product configuration then Contact Center.
- Click Queues.
- Click the display name of the email queue you want to edit.
General tab
You can change these settings in the General tab:
Assigned Users section
- Agents: Click Manage to view current members of the queue or add members.
- Supervisors: Click Add or Manage to view or add queue supervisors. Queue supervisors have access to some queue management features.
Queue supervisors are separate from the supervisor default role. Any role can be a queue supervisor.
Note: You can assign up to 2,000 users to each queue.
Inbound Settings section
- Max Engagement in Queue: Click Edit to change the maximum number of engagements allowed in the queue, then click Save. When the maximum is exceeded, consumers will be routed based on the Overflow option below.
- Engagement Distribution: Select a method to distribute incoming email engagements.
- Consumer Routing: Click Add Consumer Routing or Manage to select or change the associated consumer routing profile.
- Agent Routing: Click Add or Manage to select or change the associated agent routing profile.
- Route engagement to last engaged agent first: If enabled, configure the following for this queue, which will override the agent routing profile setting:
- Maximum look-back period for engagement history: Enter the number of minutes the system should search backward to identify a previous agent interaction.
- Use last engaged agent data from: Select which queues to evaluate when identifying the last agent.
- All queues: The system will consider engagements across all queues the customer interacted with.
- Selected queues: The system will only consider engagements from specific queues.
- Max Wait Duration: Click Edit to change the maximum wait time allowed in the queue, then click Save. When the maximum is exceeded, emails will be routed based on the Overflow option below.
- Note: You can set a max wait duration of up to 240 hours (10days). If the max wait duration is disabled, the consumer may stay in the queue for up to 24 hours. If enabled, the max wait duration must be set to a minimum of 3 minutes, as this setting is required.
- Overflow: Click Edit then select one of the following routing options when the Max Wait Time or Max Engagements in Queue is exceeded.
- Disconnect engagement: Ends the consumer's engagement if the maximum wait time in the queue or the maximum number of engagements in the queue is exceeded.
- Route to Queue: Select a queue to route to, then click Confirm. You can only route to a queue that's in the same channel as the current queue. For example, if editing an email queue, you can only overflow to another email queue.
- Route to Flow: Select a flow to route to, then click Confirm. You can only route to a flow that's in the same channel as the current queue. For example, if editing an email queue, you can only overflow to an email flow.
- Engagement Acceptance: Specify if inbound engagements are auto answered by the agent that the queue routes to.
- Auto: Inbound engagements are auto answered by the agent that the queue routes to.
- Manual: Inbound engagementa are not auto answered. Agents will be notified and assigned depending on the queue's distribution options.
- Launch URL: Click the Launch an external URL for incoming engagements toggle and specify a URL to launch for each engagement. The link will launch for each engagement according to the selected trigger. If enabled, the following settings will be available.
- Launch Trigger: Specify when the link will launch for the engagement.
- Link to Launch: Click Edit to enter a valid URL beginning with https://. Insert parameters to pass information about the engagement to the URL as plain text.
- Email Signature: Click the toggle to auto-populate a unified email signature for agents when they compose an email. You can either enter a text or use an asset from the asset library.
- Use same agent signature for outbound emails: Select this option to automatically apply the predefined signature to outbound emails sent by the agent.
- Dispositions: Add dispositions and sets for agents to categorize their engagements. Admins can make disposition selection mandatory or optional for queues.
- Wrap-up auto-close: Click the toggle to automatically save and close wrap-up at the end of the wrap-up duration. When turned off, wrap-up will close after 12 hours.
- Wrap-up after Transfer: Click the Add wrap-up time after transferring an engagement toggle to allow agents to wrap-up after completing a transfer. When enabled, agents complete wrap-up for transferred engagements according to the standard wrap-up auto-close duration.
- Inactive engagement auto-close: Click Edit to adjust the duration (in minutes) for automatically closing inactive email engagements.
- Service Level: Customize how Service Level is calculated.
- Alert: Set up real-time alerts for when the queue approaches or reaches certain KPI thresholds.
- Saved replies: Manage saved replies for this queue.
Outbound Settings section
- Outbound Email: Click the toggle to enable agents and supervisors to send outbound email messages to consumers. Assign a default email account to send all outbound email messages for email queues with outbound enabled.
- Email Account: Assign a default email account to send all outbound email messages for email queues with outbound enabled.
- Event automations: Click Add event automation to create or select event-based automation to automate actions such as updating a contact, creating tickets, and other options based on outbound email events.
- Launch URL: Click the Launch an external URL for outbound engagements toggle and specify a URL to launch for each engagement. The link will launch for each engagement according to the selected trigger. If enabled, the following settings will be available.
- Launch Trigger: Specify when the link will launch for the engagement.
- Link to Launch: Click Edit to enter a valid URL beginning with https://. Insert parameters to pass information about the engagement to the URL as plain text.
- Dispositions: Add dispositions and sets for agents to categorize their engagements. Admins can make disposition selection mandatory or optional for queues.
- Hold agent capacity during wrap-up: Click the toggle to enable agents to finish post-engagement tasks without interruption. When enabled, the agent’s capacity is held until wrap-up ends, preventing new tasks. When disabled, capacity is freed immediately as wrap-up begins, allowing new tasks to be assigned.
- Wrap-up auto-close: Click the toggle to automatically save and close wrap-up at the end of the wrap-up duration. When turned off, wrap-up will close after 12 hours.
- Wrap-up after Transfer: Click the Add wrap-up time after transferring an engagement toggle to allow agents to wrap-up after completing a transfer. When enabled, agents complete wrap-up for transferred engagements according to the standard wrap-up auto-close duration.
- Inactive engagement auto-close: Automatically close inactive email engagements if the consumer does not reply within a set timeframe of up to 30 days (720 hours). The inactivity timer begins when the agent is assigned the email, not when it enters the queue, and resets based on the most recent reply from either the agent or the customer.
Operating Hours section
Policy tab
You can change these settings in the Policy tab: