Changing Zoom Contact Center messaging queue settings

After creating a messaging queue, you can change queue settings like adding members and selecting the distribution method.

Learn how to change the video, voice or email queue settings.

Requirements for changing messaging queue settings

Table of Contents

How to change messaging queue settings

  1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit queue settings.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Click the display name of the messaging queue you want to edit.

General tab

You can change these settings in the General tab:

Assigned Users section

Inbound Settings section

Outbound Settings section

Operating Hours section

Set the business hours and closure set the queue.

Policy tab

You can change these settings in the Policy tab:

Channel Upgrades tab

Upgrade to Video: Allow agents and supervisors in the voice queue to upgrade engagements to video. If enabled, you can configure the relevant settings for upgraded engagements:

Upgrade to Voice: Allow agents to upgrade engagements to voice. When enabled, agents with upgrade permissions can upgrade customer engagements to voice.

Survey tab