Troubleshooting

This section is intended to help provide troubleshooting assistance for Zoom Contact Center. Due to the complexity of the service, specific guidance is not broadly applicable. Instead, this section provides general strategies for self-resolution. If your situation is not applicable to these general strategies, submit a ticket to Zoom’s support team.

The “Since When?” Approach

The “Since When” troubleshooting approach is focused on identifying when things were last working and identifying what has changed since that time. Most often, if something was previously working without issue, something was changed that is presently unaccounted for.

Helpful questions to ask include:

1. Did this ever work?

2. If yes, when specifically, did it stop working?

   1. What was formally changed between these times?

      1. Corporate Network

      2. Web Portal Settings

      3. Did Zoom recently release an update that might affect this?

      4. If agents are involved, did their profile, Queues, or assignments change?

3. If no, please submit a ticket to Zoom’s support team.

Check, Use, and Provide Engagement IDs

An Engagement ID is a unique identifier assigned to individual customer interactions within Zoom Contact Center. These IDs allow for precise tracking and troubleshooting of interactions across various touchpoints, such as voice calls, chat sessions, or emails and serve as a reference point for retrieving comprehensive interaction details, including agent activity, customer inputs, system events, and timestamps.

When troubleshooting issues with Zoom support, providing specific engagement IDs are often necessary and providing them early in the support process can help expedite the investigative process.

Engagement IDs can be located within the Logs section of Zoom Contact Center on the Zoom web portal. Refer to Zoom’s support center for more information on accessing engagement logs and IDs.

Use the Logs

Zoom Contact Center’s operation logs offer valuable insights into changes made within the product, including the date and time of the change, the user’s email who made it, and the specific item that was modified. Leveraging the search function can be particularly useful for tracking down unexpected changes to user profiles or settings that may cause confusion.

Check the Dashboard

The Zoom Contact Center subsection of the Zoom Dashboard provides helpful details for identifying problematic call experiences, including calls with poorly rated Mean Opinion Scores, and those calls’ underlying Quality of Service details. By viewing a poorly rated call’s details, admins can identify if issues were related to things like jitter, latency, or packet loss, and on which side of the call the issue occurred—i.e., the agent or the consumer.

Caller ID

For questions or issues related to caller ID, customers are encouraged to visit Zoom’s support center and consult the FAQ article on caller ID. Otherwise, please submit a ticket to Zoom’s support team.