Building Your System Within ZCC (Advice)

The previous sections detailing Zoom Contact Center components have been generally outlined in a forward, logical order; however, when building Flows in Zoom Contact Center, it’s essential to approach the design process in reverse order, beginning with agents and working backwards. This is because each component in a Flow depends on foundational elements that need to be established first. For example, a Flow can’t be fully functional without Queues to direct interactions, and Queues can’t operate without agents assigned to them.

If you are just beginning to set up Zoom Contact Center for your account, approaching the building process in reverse can help ensure that your Flows are both coherent and operationally efficient. By defining agents and their skills first, then creating Queues, optionally creating routing profiles, and finally building out Flows, you can avoid potential issues with incomplete configurations or routing gaps. When each underlying component is set up in advance, the Flow can progress logically and efficiently, matching consumer needs with the right resources and minimizing disruptions or bottlenecks in customer service.

The Recommended Process

We suggest beginning with defining your agent pool. This involves adding agents to Zoom Contact Center through your preferred method. Next, if you’re using routing profiles and skills—which are optional—begin assigning agents their specific skills and proficiency levels. These skills form the basis of your routing options, helping to ensure that agents can handle interactions effectively according to their expertise.

Once agents are defined, the next step is to create Queues that group these agents by skills, departments, or specific interaction types. For example, dedicated Queues might be created for billing inquiries, technical support, or general customer service, helping direct consumers to the right resources quickly.

After Queues are in place, if you’re using routing profiles, begin configuring them to determine how interactions are matched to agents. This step tailors the experience to specific business priorities; for instance, Consumer Routing can prioritize VIP or high-value consumers, moving them up in the Queue, while Agent Routing connects interactions with agents based on their relevant skills and expertise, optimizing the likelihood of efficient problem resolution.

Once agents, Queues, and routing profiles (if being used) are ready, you can then start building the Flow itself. Recall that Flows are a sequence of widgets that guide the consumer interaction from start to finish, so each widget can perform a specific function like gathering consumer information, routing based on specific inputs, or performing actions like automated responses. For example, a Route To widget might redirect the interaction to a specific Queue based on consumer input, while a Collect Input widget gathers details like account numbers or service preferences.

By following this reverse-engineering approach, where each step builds on the previous one, it is easier to ensure that the contact center Flow is comprehensive, logical, and prepared to deliver efficient service from the very first customer touchpoint.

Note

Setting up a contact center can be a nuanced endeavor. If you need professional assistance, Zoom’s Professional Services Organization or certified partners can assist businesses with deploying Zoom Contact Center. For more information, speak with your Zoom account team.