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.
Prerequisites for changing email queue settings
How to change email queue settings
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then 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
- Channel: Select Email channel type for the queue. If you click Edit to change the channel type, the queue settings will reset to the default for the newly selected channel type:
- Voice
- Video
- Messaging : Corresponds to the messaging channel, which consists of:
- Email
- Distribution: Select a method to distribute incoming engagements.
- Consumer Routing: Click Add Consumer Routing or Manage to select or change the associated consumer routing profile.
- Agent Routing: Click Add Agent Routing or Manage to select or change the associated agent routing profile.
- Last called agent first: Select this option to route the interaction to the last agent who handled the previous communication with the consumer.
- 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.
- Accept: 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.
- 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.
- 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.
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.
- 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.
Operating Hours section
Policy tab
You can change these settings in the Policy tab:
Transfers: Control transfer options for agents.