Using the Zoom Workplace App

The Zoom Workplace App is the central location for agents and supervisors to use and interact with Zoom Contact Center.

Shift Management

Beginning a Work Session

To formally begin a work session, agents must navigate to the Contact Center tab within the Zoom Workplace app and click Start. After clicking, the user will be immediately moved to the Not Ready (Forced) status, and they will have access to their Contact Center’s information, including engagements, team, address books, Inboxes, and analytics.

Managing Agent Status

Once an agent is ready, they can opt in to their Queues by clicking their current status in the bottom-left corner and changing to the Ready status. Once in this status, the system will begin incorporating the agent into the call routing logic for the agent’s associated Queues.

To opt out or end a work shift, click the status in the bottom-left corner again. From there, they can change their status to Not Ready with an associated reason or choose End Work Session to finish their shift.

The Engagements Tabs

Once an agent has started a work session, they will have access to the central Contact Center screen, where they can view their currently assigned engagements, or other engagements from the company account. Engagements can be separated by My Engagements for a personal view, or All Engagements for a company-wide view.

Refer to Zoom’s support center for more information on using the Engagements tab.

The Teams Tab: Agent Statuses

The Teams tab allows agents to see the status of agents across the contact center account. From this view, agents and supervisors can filter agent statuses by the following criteria:

The Address Book: Known Contacts

The Address Book tab provides a list of all configured contacts for the account, as configured by an admin within the web portal. During an active engagement, the Zoom Workplace desktop app will display information from the address book if the consumer is listed within the address book. If the consumer is not in the address book, agents can add a new contact and choose which address book the contact belongs to.

Refer to Zoom’s support center for more information on using the Address Book.

The Inbox Tab: Consumer Voicemails

The Inbox tab displays voice messages for Inboxes that agents or supervisors have permission to access. From this screen, authorized users can assign messages to agents for follow-up, and agents can view their assigned items. Once an issue is resolved, agents can mark the Inbox item as complete.

Refer to Zoom’s support center for more information on managing inboxes.

The Analytics Tab: In-App Reporting

Many of Zoom Contact Center’s analytics are accessible through both the web portal and Zoom Workplace app. See real-time and historical reports for additional information.