Managing and Assigning User Licenses, Entitlements, and Information

This section discusses options for user management within Zoom Contact Center, including licenses, entitlements, and user information. Account administrators have two main methods for provisioning Zoom Contact Center users, managing entitlements, and mapping information: automated workflows through single sign-on (SSO) via SCIM, or manual assignment via the Zoom web portal. These options are briefly discussed in the following two sections.

License Assignment Warning

Zoom Contact Center supports two primary license types: named licenses and concurrent licenses. Named licenses can only be assigned to one individual at a time, while concurrent licenses can be shared by multiple users so long as the maximum number of active users doesn't exceed the number of licenses for an extended period of time.

Note In the event concurrent license utilization exceeds an account’s allocated licenses and the 30 minute grace period, the account will be billed the excess on their next billing cycle.

Within those license types, Zoom Contact Center offers a bundled license (e.g., the Elite license) wherein a single license automatically provides a user with access to Zoom Contact Center, Zoom Workforce Management, Zoom Quality Management, and Zoom AI Expert Assist. Alternatively, Zoom Contact Center also offers unbundled licenses, wherein a user is assigned a single license to gain access to the product, and can be assigned additional add-ons for access to Zoom Workforce Management, Zoom Quality Management, and Zoom AI Expert Assist products individually.

Because of the interplay between named, concurrent, bundled, and unbundled licenses, and how it may affect user provisioning, readers are encouraged to review the following warning attentively.

Warning Accounts using concurrent, bundled (i.e., Elite) licenses must assign additional individual add-ons to unnamed users to gain access to Zoom Workforce Management and Zoom Quality Management.

For example, if an account has 100 call center agents, and 25 Elite concurrent licenses, the remaining 75 individuals must be assigned individual add-ons for Zoom Workforce Management and Zoom Quality Management to use the products. If the individual add-ons are not assigned, those users cannot use the products.

Depending on which licenses your account uses, your configuration process may change. For this reason, the following two sections are separated by bundled and unbundled licenses. If you are not sure which applies to your Zoom account, please speak with your Zoom account team.

Single Sign-On

For accounts utilizing single sign-on (SSO), provisioning users through SAML (security assertion markup language) response mapping or SCIM (system for cross-domain identity management) can streamline the user entitlement and management process. With SAML response mapping, user profile details and entitlements will automatically update each time the user authenticates. Conversely, for accounts using SCIM, user profile information and entitlements will dynamically update as data synchronizes from your identity provider to Zoom.

Although Zoom provides numerous options for profile information and entitlement mapping between SAML and SCIM, how and if this information is applied largely depends on customer configurations within both their identity provider and Zoom account. For this reason, accounts are encouraged to test their SCIM and SAML response mapping configurations for surety of user profile information and entitlement grants when first setting up their Zoom Phone account.

The following sections outline the Zoom Contact Center information that can be mapped to a user’s profile depending on the SSO implementation method of your choosing.

SAML

The following items can be automatically assigned to users through SAML upon authentication:

• Zoom Contact Center Role

• Zoom Contact Center Package (License)

  • Essentials

  • Premium

  • Elite

• Zoom Contact Center Region

• Zoom Contact Center Add-ons

  • AI Expert Assist

For more information on provisioning users over SCIM, refer to the Zoom App Marketplace for a complete list of applicable SCIM endpoints and options.

Note As of the date of this document’s publication, Zoom Workforce Management and Zoom Quality Management can't be assigned through SAML unless it is through the bundled Elite license. These licenses must otherwise be assigned manually.

SCIM

The following items can be automatically assigned to users through the SCIM API:

• Zoom Contact Center Role

• Zoom Contact Center Package (License)

  • Essentials

  • Premium

  • Elite

• Zoom Contact Center Region

• Zoom Contact Center Add-Ons

  • AI Expert Assist

  • Zoom Workforce Management

  • Zoom Quality Management

For more information on provisioning users over SCIM, refer to the Zoom App Marketplace for a complete list of applicable SCIM endpoints and options.

Manual Assignment

For accounts without single sign-on or that would prefer to manually provision users, the Zoom web portal provides two primary interfaces for managing user entitlements: individual or bulk user editing through web-based user interfaces, or bulk editing through CSV file uploads.

Web Portal Interface

Account admins can manually provision and assign user licenses through the Zoom web portal’s admin interface. This process typically involves individually selecting users and assigning the appropriate licenses and entitlements through pop-ups and prompts. This process can be effective for configuring a small number of users but may be tedious when configuring a large number of users. Business provisioning many users at once may prefer mass-provisioning users through the CSV upload or Template process, described below.

For more information on this process, refer to Zoom’s support center article on manually managing Zoom Contact Center users for licenses and manually managing user add-ons if assigning additional add-ons without an Elite license.

CSV Uploads

With CSV uploads, account admins can mass-provision users through a file upload process within the web portal. When provisioning users in bulk through a CSV file, admins can assign the following features to users:

• Role

• License (Package)

• Add-ons

• Client Integrations (CRM enablement)

• Agent Queues

• Supervisor Queues

• Skills

• Region

• Voice and Video Engagement Capacity

• Email Load to Accept Calls

• Maximum Concurrent Messaging Engagements

• Messaging Load to Accept Calls

• User Access to Contact Center

Warning When making bulk CSV edits, users will be updated exactly as the CSV is configured. This can unintentionally remove already configured user information.

For instance, if a user is currently assigned a license (package) and Queue, and a bulk CSV is uploaded that only specifies the user’s new or updated skills without the license and Queue association reiterated, the user will have their license and Queue assignment removed from their profile.

Put simply, unless you are removing information from a user, all bulk CSV updates should include all current profile information in addition to the new information.

For more information on this process, refer to Zoom’s support center article on batch importing with CSV files.

Templates

Templates enable admins to create and manage standardized contact center user settings, making it easy to configure multiple users simultaneously. These templates can be applied when adding or updating users, whether individually or in bulk, and when updating a user, admins have the flexibility to select which settings to override. Customizable options for templates include:

• Role

• License (package)

• Add-ons

• Client Integrations (CRM enablement)

• Agent Queues

• Supervisor Queues

• Skills

• Region

• Voice and Video Engagement Capacity

• Email Load to Accept Calls

• Maximum Concurrent Messaging Engagements

• Messaging Load to Accept Calls

• User Access to Contact Center

Refer to Zoom’s support center for more information on managing contact center user templates.