Sign in to the Zoom web portal as an admin or another role with the privilege to edit queue settings.
In the navigation menu, click Contact Center Management then Queues.
Click the display name of the work item queue you want to edit.
General tab
You can change these settings in the General tab:
Assigned Users section
Click Manage to view current members of the queue or add members.
Click the Agents, Supervisors, or Teams tab to select which users or groups you want to assign to the queue and adjust their roles as needed. Note: Queue supervisors are separate from the supervisor default role. Any role can be a queue supervisor. You can assign up to 2,000 users to each queue.
Inbound Settings section
Max Engagement in Queue: Click Edit to change the maximum number of engagements allowed in the queue, then click Save. When the maximum is exceeded, consumers will be routed based on the Overflow option below.
Engagement Distribution: Select a method to distribute incoming engagements.
Longest idle: Routes engagements to the member who has been in the Ready status for the longest time. If the member that has been idle the longest does not answer, the system will rotate to the next member that has been idle for the longest time.
Longest Idle while Ready: Routes engagements to the member who has been in the Ready status for the longest time since their status changed from Not Ready. If the member that has been idle the longest does not answer, the system will rotate to the next member that has been idle for the longest time.
Longest idle for this queue: Routes engagements to the member who has been in the Ready status the longest for this specific queue, based on the time since they last received an inbound notification from the same queue. If the member who has been idle the longest does not answer, the system will rotate to the next longest-idle member for that queue.
Sequential: Rings available members one at a time. After selecting this option, specify the ring duration for each member until the Max Wait Duration setting below is reached. Click Specify Order to rearrange the order by clicking and dragging each row or clicking the arrow icons.
Rotating: Rings available members in a regularly changing order so that engagements are distributed evenly. You can specify the ring duration for each member until the Max Wait Duration setting below is reached.
Additional option if the call distribution is Sequential or Rotating, or Longest idle:
Notify duration for each queue user: Select the amount of time the queue will ring each member. Make sure to take note of the Max Wait Duration setting when selecting the notify duration.
Most Available: Notify the queue user who has the lowest load. Click Edit to adjust the notification duration for each queue user, in minutes or seconds.
Allow manual assignment in queue: Allows agents to manually pick additional messaging engagements from queues with automatic distribution. When enabled, the system auto-assigns engagements up to each agent’s capacity, but agents may exceed this by selecting extra items. If multiple agents try to select the same engagement, the system notifies them that it’s already assigned.
Do Not Distribute: Only allow engagements to be manually assigned to queue members. Click Edit to adjust the notification duration for each queue user, in minutes or seconds.
Engagement Acceptance: Specify if inbound engagements are auto answered by the agent that the queue routes to.
Launch URL: Click the Launch an external URL for incoming engagements toggle and specify a URL to launch for each engagement. The link will launch for each engagement according to the selected trigger. If enabled, the following settings will be available.
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.
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.
Route engagement to last engaged agent first: If enabled, configure the following for this queue, which will override the agent routing profile setting:
Maximum look-back period for engagement history: Enter the number of minutes the system should search backward to identify a previous agent interaction.
Use last engaged agent data from: Select which queues to evaluate when identifying the last agent.
All queues: The system will consider engagements across all queues the customer interacted with.
Selected queues: The system will only consider engagements from specific queues.
Max Wait Duration: Click Edit to change the maximum wait time allowed in the queue, then click Save. When the maximum is exceeded, consumers will be routed based on the Overflow option below. Note: The default is 24 hours, and it can be configured from 1 hour to 24 hours.
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 messaging queue, you can only overflow to another messaging queue.
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.
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.
Dispositions: Add dispositions and sets for agents to categorize their engagements. Admins can make disposition selection mandatory or optional for queues.
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. The default is 12 hours, and it can be configured from 0 to 12 hours.
Inactive engagement auto-close: Click Edit to adjust the duration (in minutes) for automatically closing inactive messaging engagements. The default is 30 days, and you can configure the duration from 1 day up to 1 year.
Send an auto-closed message: Click the option to send an auto-closed message when an engagement is closed.
Send an alert message before auto-closing: Click Edit to add text for the alert message or select from the asset library.
Specify the duration (in minutes) for when the alert message should be sent before auto-closing.
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.
Zoom Team Chat: Set a new or existing Zoom Team Chat channel to link to the queue. Channel members automatically update based on the queue’s members. You can create a new channel or send a request to link an existing one.