Viewing scheduled engagements in Zoom Contact Center
Agents and supervisors with scheduled engagement role permissions can view all scheduled callbacks in the desktop app under the All engagements tab. At the scheduled time, an available agent in the queue will receive a callback notification.
For video scheduled callbacks, the consumer will receive an email with a link to join the video engagement once the agent accepts the callback notification.
For voice scheduled callbacks, the consumer will receive a phone call once the agent accepts the callback notification.
In the left-side navigation menu, click All engagements.
Click the Scheduled tab. You will see information on scheduled engagements.
Specify the time period at the top of the page.
Information in the scheduled engagements tab
Callback Time: The scheduled time for the callback to be initiated by an available agent.
Queue: The associated queue that routed the engagement.
Channel: The associated channel type of the engagement.
Inquiry Selected: The topic or subject of the engagement, as specified by the consumer.
Consumer:
For voice engagements, caller ID number and/or display name of the consumer, depending on if the number exists in the address book.
Caller display name: The caller’s display name from the address book. This means that the caller ID number exists in the address book and was previously added by an agent or admin using the Zoom desktop app or web portal.
Caller ID number: The consumer's caller ID number. This means that the caller ID number doesn’t exist in the address book and hasn’t been added by an agent or admin.
For video engagements started from a website, displays Customer by default.
Date Requested: The date and time when the consumer requested the callback.