Asset Library and Dispositions

This section discusses the Asset Library, including System Assets, Agent Assets, and the Archive; as well as Dispositions.

Asset Library

The Asset Library allows accounts to upload various materials for use with other Zoom Contact Center features, such as Queues, Flows, Campaigns, Waiting Rooms, and more.

Refer to Zoom’s support center for more information on managing the Zoom Contact Center asset library.

System Assets

System Assets are available for use in Campaigns, Flows, Inboxes, Waiting Rooms, preferences, and Queues. The following types of System Assets are supported:

• Audio Files

• Email (Template)

• Images

• Scripts (JavaScript)

• Slides (PDF)

• Text

• Video (MP4 <100MB)

Agent Assets

Agent Assets can be assigned in Queues for agents to share with consumers. Currently, Agent Assets are limited to Saved Reply templates.

Archive

The Archive is a temporary storage for deleted assets. After 30 days within the Archive, assets will be permanently deleted from your Zoom Account.

Dispositions

Dispositions are how interactions are categorized.

Within Zoom Contact Center, Dispositions are used to categorize and label the outcome of consumer interactions, providing valuable data for reporting and follow-up actions. After a call or interaction, agents select a disposition code that best describes the result, such as “Resolved,” “Follow-Up Needed,” or “Escalated,” and can be automatically selected for agents with the AI Expert Assist add-on. These codes help track performance, identify trends, and streamline next steps.

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

Disposition Tiers: Used to collect more information

Multi-Tier Dispositions allow for more detailed categorization by enabling agents to select from multiple levels of outcomes. For example, an agent might first choose a broad category like “Technical Support” and then drill down into a more specific outcome such as “Software Issue” or “Hardware Malfunction.” However, while multiple tiers are supported, only one disposition can be selected per engagement.

Disposition Sets: Different dispositions for different contexts

Disposition Sets are predefined collections of disposition codes tailored to specific interaction types, departments, or Campaigns. For instance, a sales Queue may have a different set of dispositions than a customer service Queue, helping ensure that agents have relevant options for their specific workflows.