Managing Zoom Contact Center work item engagements
Zoom Contact Center work items are back-office tasks such as like tickets, cases, or follow-ups that enter the contact center and are handled just like voice, video, chat, or email engagements.
Admins can route these tasks through the same omni-channel engine used for live interactions, so they follow the same rules for priority, skills, and assignment. Agents get separate capacity for work items, meaning these tasks won’t interfere with their live calls or chats. They manage everything from the same interface, making it easy to work on both real-time interactions and back-office tasks.
Requirements for managing Zoom Contact Center work item engagements
- Zoom desktop app for Windows or macOS: Global minimum version or higher
- Pro, Business, or Education account
- Zoom Contact Center license
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 work item engagements
- Sign in to the Zoom desktop app.
- In the navigation bar, click the Contact Center tab
.
Note: If you do not see the Contact Center tab , click the More tab 
, then click Contact Center . - In the left-side navigation menu, click All engagements.
- Click the Open tab.
- Click a work item to view.
- Click View work item.
- In the right panel, click either:
- Profile: Shows the requestor’s details.
- Engagements: Shows the work item title, description, link to the work item URL, and other related information.
How to create work items manually
- Sign in to the Zoom desktop app.
- In the navigation bar, click the Contact Center tab .
Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center . - In the bottom-left menu, click Outbound.
- Click New work item.
- Select a template.
- Enter a work item name.
- (Optional) Enter a description.
- Under Assign to, select a user.
- Click Create.
How to transfer, release, or mark work items as inactive
- Sign in to the Zoom desktop app.
- In the navigation bar, click the Contact Center tab .
Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center . - In the left-side navigation menu, click All engagements.
- Click the Open tab.
- Click a work item to view.
- At the bottom of the screen, select one the following:
- Release: Release the work item engagement back to the queue that routed it. After releasing, the engagement will be available in the open engagements tab where an agent or supervisor can manually assign it.
Note: This control is only available when the queue's distribution method is set to Do Not Distribute. - Transfer: Type a name or number above the dial pad to search Zoom Contact Center users, Zoom Phone users, Microsoft Teams users, address book contacts, queues, and flows. Click a search result to transfer the work item.
- Mark inactive: Mark the work item as inactive when no further action is needed or when you're waiting for additional updates.