Changing Zoom Contact Center video queue settings

Requirements for changing video queue settings

• Account owner or admin privilege; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• Video queue created

How to change video 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 video queue you want to edit.

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.

Inbound Settings section

• Channel: Select Video 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:
    • SMS
    • Web chat
    • In-app chat
    • Facebook Messenger
    • WhatsApp
  • Email
• Max Engagement in Queue: Click Edit to change the maximum number of calls allowed in the queue, then click Save. When the maximum is exceeded, callers will be routed based on the Overflow option below.
• Distribution: Select a method to distribute incoming engagements.
• Consumer Routing: Click Add 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.
• Max Wait Duration: Click Edit to change the maximum wait time allowed in the queue, then click Save. When the maximum is exceeded, callers will be routed based on the Overflow option below.
• Overflow: Click Edit then select one of the following routing options when the Max Wait Time or Max Engagements in Queue is exceeded.
  • Reply goodbye message, then disconnect: The system will play a pre-configured goodbye message to the caller before disconnecting the call.
  • 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 a video queue, you can only overflow to another video 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 a video queue, you can only overflow to a video flow.
    Note: Zoom Contact Center will not provide an automated announcement that notifies the consumer they are being routed to another flow. Use the Send Media widget if you want to play an announcement to consumers.
  • Click Edit to change the default disconnect message:
    • Add Audio: Select, record, or upload custom audio.
    • Choose from Assets Library: Select audio from the asset library.
• 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.
• Queue Waiting Experience: Customize the waiting experience for the consumer.
  • Notify estimated wait time: Click the toggle to enable notifications for consumers about the estimated wait time before starting an engagement with an agent.
  • Notify position in queue: Click the toggle to enable notifications for consumers about their position in the queue.
  • Waiting room: Click Edit to select a waiting room.
• Launch URL: Click the Launch an external URL for incoming engagements on this queue toggle and specify a URL to launch for each engagement. The link will launch for each engagement according to the selected trigger.
• 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.
• Wrap-up duration: Click Edit to select the amount of time before another engagement is routed to a member after they finish a queue call. This can be useful if you require call queue members to take breaks in-between calls; for example, to allow time to enter notes for the call.
  Note: If a phone user is a member of multiple queues, they will not receive inbound notifications from their other queues when they are in the wrap-up time period for this queue.
• 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 toggle to allow agents to complete their wrap-up when transferring internally or when a supervisor takes over.
• Short Abandon: Short abandoned engagements are those that get disconnected before reaching the set threshold. These records will be labelled as short-abandoned calls in reports. Click Edit to enable, disable, or update the threshold.
• 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

Operating Hours section

Storage section

Recording Storage Location: Manage the storage location of Communications Content recordings of this queue.

Policy tab

• Automatic Call Recording / Ad Hoc Call Recording
• Live Transcription: Click the toggle to allow users to view a live transcript in the video engagements.
• Transfers: Control transfer options for agents.
• Agent and supervisor video: Click the toggle to allow agents and supervisors to turn on their video during engagements.
  • Automatically turn on video: Click the toggle to start the engagement with both the agent's and supervisor's video on. Agents and supervisors can adjust this setting during the meeting.
• Redact Personal Data: Click the toggle to enable automatic redaction of your customers' personal data from call recordings, transcripts, and messages.
  • Click Manage Entity Types to select personal data entity types that you would like to redact.
• Remote Control: Click the toggle to allow Zoom Contact Center users to remote control the content during screen share.
  • Disable auto-delete for consumers after the video ends: Click the option to allow users to choose whether to delete the app after the video call. If left unselected, the system will automatically delete the app.
• Display image: Set the display image to either use the Contact Center profile picture or a custom image for video engagements. If choosing a custom display image, upload an image or select one from the assets library.
• Video Virtual Background: Click the toggle to enable virtual background for users during video engagements.

Survey tab

• Video survey: Click Add to send a survey to consumers at the end of video engagement. Choose from the active surveys created in Survey Management.
  • Indicate to agents and supervisors about the survey: Enable this option to display a notification message above the video controls that notifies the assigned agent or supervisor that a survey will be sent to the consumer after the engagement ends. If you enable the option to send the survey after a certain period of time, this notification will also display the specified period of time.
• Zoom Room Kiosk: Select whether the default survey sent on the kiosk will be the same as or different from the video survey you selected. You can also select No survey if you prefer not to send one.
• Survey Delivery: Click Edit to specify the expiration period for the survey link that’s sent directly at the end of the engagement. This ensures the survey is accessible to the recipient for a limited time.
• Survey Prompt: Click Edit to set up a web and in-app prompt, kiosk prompt, or instruction for QR code to let consumers know what the survey is about.