Viewing scheduled engagements in Zoom Contact Center

• 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.

Requirements for viewing scheduled engagements

• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Account owner, admin, supervisor, agent role; or any role with scheduled engagements permission

Note: Zoom Contact Center no longer supports devices running on Windows 32‑bit operating systems or 32‑bit browsers. To continue using Zoom Contact Center features, users must upgrade to a 64‑bit operating system and a 64‑bit browser.

How to view information on scheduled engagements

1. Sign in to the Zoom desktop app.
2. On the left vertical sidebar, click the Contact Center tab.
   You will see a sidebar menu with the following options:
   • My engagements: Located at the top, click this button to display your personal engagements.
   • All engagements: Located under the Menu section, click this button to display all engagements across the Contact Center, including those assigned to other agents or queues.
3. Click the Scheduled tab.
   You will see information on scheduled engagements.
4. 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.