Setting a preferred agent for scheduled callbacks in Zoom Contact Center

Scheduled callbacks in Zoom Contact Center support consultation-style engagements where preparation and the right agent matter. Supervisors can set a preferred agent on a scheduled callback from the Scheduled engagements tab. When the callback enters the queue, it routes to that agent based on the queue's agent routing profile. These controls apply to both voice and video callbacks and are configured at the queue level.

Requirements for setting a preferred agent for scheduled callbacks

• Zoom Contact Center license
• Admin privileges to configure queue, routing profile, and role settings
• The Set preferred agent for scheduled callback role permission must be enabled for the supervisor. See How to enable the preferred agent setting in user roles.
• The queue's agent routing profile must have Route to target agent by agent ID set as the highest-priority routing rule. Otherwise, the callback may not reach the preferred agent. See How to configure Route to target agent by agent ID.

Note: This feature must be enabled by Zoom. Contact Zoom Support to request access.

How to enable preferred agent for scheduled callbacks in queues

Enable the preferred agent setting at the queue level so supervisors can assign scheduled callbacks to specific agents.

1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center then Queues.
5. Click the name of the queue you want to edit.
6. In the Callback settings section, scroll to Preferred agent for scheduled callbacks.
7. Click the Preferred agent for scheduled callbacks toggle to enable or disable it.
   If a verification dialog appears, click Enable or Disable to verify the change.
8. (Optional) Select the Notify the preferred agent checkbox, then enter the number of minutes in advance the preferred agent should be notified. The default value is 15 minutes.
   Notification clarification: The in-client notification (default 15 min, admin-configurable) is informational only and it doesn't reserve or hold the agent. Agents are responsible for being in Ready status by call time.
9. Click Save.

Note: To guarantee routing to the preferred agent, the agent routing profile must include the rule Route to target agent by agent ID with the highest priority. Otherwise, scheduled callbacks might not reach the preferred agent. See How to configure Route to target agent by agent ID.

How to configure Route to target agent by agent ID

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX Management .
4. Click Contact Center, then Routing Profiles.
5. Click the Agent tab.
6. Click the display name of the routing profile you want to edit.
7. Click Add Priority.
8. Set Type to Target agent.
9. Set Target type to Agent ID.
10. Click the Required toggle to ensure callbacks are routed only to the preferred agent.
11. Click Add, then click Save.

How to enable the preferred agent setting in user roles

Grant supervisors the role permission to assign a preferred agent for scheduled callbacks.

1. Sign in to the Zoom web portal as an admin with the privilege to edit role settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX Management .
4. Click Contact Center, then Roles.
5. Click the name of the role you want to edit.
6. In the Settings tab, click the Client customization section.
7. Click the All engagements > Scheduled engagements toggle to enable or disable it.
   This allows agents and supervisors to view and use Scheduled tab in the desktop app.
8. Under All engagements > Scheduled engagements, click the Set preferred agent for scheduled callback checkbox.
   This sub-permission allows supervisors to assign a preferred agent.
9. Click Save.

How to assign a preferred agent

From the Zoom Contact Center desktop app, supervisors with the Set preferred agent for scheduled callback role permission can assign a scheduled callback to a specific agent. The Preferred agent column is visible in the Scheduled tab.

Supervisors can assign the callback to:

1. • Themselves
   • Any other agent who belongs to that queue

The assignment associates the callback with the agent's ID. When the callback enters the queue, it follows the agent routing profile configuration.

1. 1. Sign in to the Zoom Workplace desktop app.
   2. 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 .
   3. Click the Scheduled tab.
2. 4. In the Preferred Agent column, click the ellipsis icon next to the callback.
   5. Click Set preferred agent.
   6. Select an agent, then click Save.

Agent experience

Agents can view upcoming scheduled callbacks assigned to them in the Scheduled tab of the Zoom Contact Center desktop app. Customer-provided context is visible so the agent can prepare in advance. Viewing the Scheduled tab is controlled by a role setting. This role setting must be enabled for an agent's role in order for them to view the Scheduled callback tab.

Important: If the assigned agent is unavailable at callback time, the callback falls back to the queue per the agent routing profile configuration. Preferred agent routing does not guarantee agent availability.