Engagement Handling

This section provides details for engagement handling within Zoom Contact Center’s various channels. Depending on the Queues and contact channels an agent is assigned to, engagements will begin differently and are differentiated between live and asynchronous engagements in the following sections.

Live Engagements

The following sections outline the procedures for managing live consumer interactions, including live messaging engagements, as well as voice and video calls.

Beginning the Engagement

When a Queue is configured for manual engagement acceptance—as opposed to automatic— agents will receive a ringing prompt within the Zoom Workplace app. Depending on the Flows you’ve created, details of the consumer may be included in the notification pop-up. For example, the following image displays a transfer from a chat bot to a live agent for assistance, with Flow-driven custom variables noted on the right side, and includes an AI Companion-generated summary of the user’s conversation with the bot.

Alternatively, the following image displays a voice Queue ring for a user, without any previous conversational context.

If an engagement is accepted by the agent, the conversation will begin. If it’s declined, it will continue processing through the Queue to the next agent.

Working the Engagement

After a live engagement is accepted, users will have access to multiple tabs within the conversation.

The Profile tab provides a list of user information, as determined by the account’s address book and information collected through the applicable Flow processes.

From the Profile tab, agents can pivot to the Engagement tab, where they can input notes from the conversation.

Additionally, when live transcription is enabled, agents can access and search a live transcript of the conversation, offering valuable context from earlier parts of the discussion without having to ask the consumer to repeat themselves.

Completing the Engagement

Once the engagement has ended, agents will have the opportunity to wrap up their final notes and fill out their disposition(s) if enabled. After completing the call wrap-up, the agent will be placed back in the Queue, ready for the next engagement.

Asynchronous Engagements

When an agent is assigned an asynchronous engagement, like an email, users do not receive an automated pop-up. Instead, agents will see the email assigned to them in their Open Engagements list and Engagements tab.

After opening the engagement, agents can begin and continue correspondence until resolution, or, if necessary, transfer or release the conversation to the Queue or another agent if the current agent can't complete the consumer’s concern.