Generating Zoom Contact Center Engagement Brief

Zoom Contact Center Engagement Brief introduces automated generation of a structured record at the start of wrap-up for the final interaction. This document consolidates all engagement segments, including those handled by Zoom Virtual Agent (ZVA) during redirected interactions.
 
The feature also supports intelligent image processing, converting visual content into structured text and organizing it into relevant sections. Additionally, any shared links such as CRM tickets or knowledge base articles are captured and displayed as clickable IDs or titles instead of full URLs. 
 
Admins can configure whether agents generate engagement briefs manually or automatically.

Requirements for generating Zoom Contact Center Engagement Brief

Table of Contents

How to generate an Engagement Brief

  1. Sign in to the Zoom Workplace desktop app.
  2. Click the Contact Center tab.
  3. Make or receive an engagement.
  4. Once the live conversation ends, inside the Engagement panel, click the Generate Engagement Brief button.
  5. Once the brief is generated, click View Engagement Brief to review the generated brief and make desired edits.
  6. Click Save and close wrap-up.
    If auto-generation is enabled, the engagement brief will start generating automatically as soon as wrap-up starts. Once it’s generated, click View Engagement Brief to review and edit if necessary.

How to view the Engagement Brief in close engagements

  1. Sign in to the Zoom Workplace app.
  2. Click the Contact Center tab.
  3. In the left panel, click All engagements.
  4. At the top, select the Closed tab.
  5. In the last column of the closed engagement, click View Brief.
    You can view the engagement brief in closed engagements, but editing is not available. An Edited badge appears on any Engagement Brief that has been modified after generation.