Managing call queues in the Zoom Workplace app

Call queue admins can manage their call queues directly from mobile devices. The mobile interface allows account owners and admins to monitor real-time team member status and manage queue participation for specific members. This feature enables admins to take action quickly—such as adding more members to the queue—supporting more efficient call queue management.

In addition, admins can configure the number of waiting calls under Alerts & Notifications to receive mobile alerts when calls are overloaded and waiting for an agent to answer.

Learn more about managing call queues and Call Queue analytics.

Requirements for managing call queues in the Zoom Workplace app

Limitations for managing call queues in the Zoom Workplace app

Call Queue analytics has the following limitations:

Table of Contents

How to access call queue member availability

Android | iOS
  1. Sign in to the Zoom mobile app.
  2. Tap Phone .
  3. At the top of the screen, tap the Lines tab.
    You can view the call queues that you manage or are a member of.
  4. In the top-right corner, tap the member availability icon .
    You will be directed to the Member availability page, where you can view all agent statuses (presence status), who is answering the call for the call queue, and the duration of the call with the agent.

Note: When the Client notification recipients setting is enabled, you can access call queue member availability when you receive and tap on a mobile app notification.

How to manage member availability

Android | iOS

Filter call queues

  1. Access call queue member availability.
  2. In the top-left corner, tap the filter icon .
    A pop-up screen will appear.
  3. In the pop-up screen, use the search bar to find the call queues you want to manage.
  4. Tap the checkboxes of the call queues that you want to be visible.
  5. Tap Confirm.
    The members of the selected call queues will appear in the Member availability page.

Manage call queue members

  1. Access call queue member availability.
  2. Tap a call queue member whom you want to manage.
    A pop-up screen will appear.
  3. On the screen, set the member's availability:
    • Receive call queue calls: Tap the toggle to enable or disable it.
      Note: When the Receive call queue calls setting is enabled, you must manage this member's settings in the Zoom web portal to opt out of calls.
    • Under Assigned call queue, manage the call queues you want the member to receive/not receive calls by tapping the call queue toggle to enable or disable it.

How to manage Call Queue analytics in the Zoom Workplace app

Android | iOS
  1. Access call queue member availability.
  2. In the top-right corner, tap Analytics.
    You will be directed to the Call queue analytics screen.
  3. In the top-left corner of the Call queue analytics screen, tap the filter icon and filter the analytics page:
    1. In the pop-up screen, use the search bar to find the call queues you want to manage.
    2. Tap the checkboxes of the call queues that you want to be visible.
    3. Tap Confirm.
      The analytics of the selected call queues will appear in the Member availability page.
  4. View the call queue real-time analytics.
    Real-time analytics include member availability, real-time monitoring, and specific call queue metrics. You can view the following widgets:
    • Inbound Monitor
    • Inbound Calls
    • Outbound Monitor
    • Outbound Calls