Creating Zoom Contact Center work item templates

Admins can configure work item templates to allow agents and supervisors to manually create work items directly in Zoom Contact Center. A template defines the work item type, required fields, variables, and available routing destinations such as agents, queues, or flows. Admins can configure these templates through the Work item creation settings within a work item queue.

Once configured, the New work item option becomes available for agents and supervisors who have the required role-based permissions to create work item engagements.

Requirements for creating work item templates

• Account owner or admin privileges; or role with permission to create work item engagements
• Zoom Contact Center license
• At least one template is configured for the queue

How to create work item templates

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Contact Center.
4. Click Assets Library.
5. Click the Work item templates tab.
6. Click Add template.
7. Enter a work item template name.
8. (Optional) Provide a description.
9. Click Next.
10. Under Type, select Task, Ticket, or Legal Approval.
    Note: The Type field is locked and cannot be edited by agents. You can also lock specific fields to prevent agents from modifying their values.
11. Enter a work item name.
12. (Optional) Provide a description.
13. Click Customize to open the Assignment Rules section.
14. Configure assignment rules for work items:
    • Assign to agents:
      • Allow assigning to self: Allow users to assign newly created work items to themselves.
      • Assign to other agents: Allow users to assign work items to other agents.
    • Assign to queues:
      • User's work item queues: Allow users to assign work items only to their own queues.
      • Selected queues: Allow users to specify particular queues the user can assign to.
    • Assign to flows: Click Add flows to specify which flows the user can assign newly created work items to.
    • Click Add variables to include system or custom variables if you need to define additional parameters or conditions for assignment.
      • You can lock or unlock variables to control whether agents can edit them.
      • Mark variables as required or optional to determine if agents must enter a value.
15. Click Save.