Queues and Skills
This section discusses Queues and Skills.
Queues
Within Zoom Contact Center, a Queue refers to a contact channel-specific group that determines which agents receive incoming interactions, like calls, messages, emails, or video engagements. Queues are typically organized by criteria like agent skills or departments, helping ensure that interactions are routed to the most appropriate group of agents. For instance, a Queue may be dedicated to handling billing inquiries, where only agents with relevant expertise are included.
By defining Queues based on specific channels or topics, contact centers can efficiently direct consumer interactions to the right agents, minimizing wait times and improving resolution quality. This targeted routing helps ensure that consumer inquiries are handled by agents best equipped to resolve them, leading to better overall service and consumer satisfaction.
Configurable settings for Queues include:
Refer to Zoom’s support center for more information on managing Queues.
Inbound Settings
Assigned Users
Maximum Engagements In Queue
Engagement Distribution
Longest Idle
Longest Idle While Ready
Sequential
Rotating
Engagement Acceptance
Manual
Automatic
Launch URL (Inbound Call)
Consumer Routing Profile
Agent Routing Profile
Maximum Wait Duration
Minutes
Seconds
Hours
Overflow
Route to:
Message then Disconnect
Voicemail
Queue
Flow
Queue Waiting Experience
Media While Connecting Call
Media While Transferring
Media While On Hold
Interrupts
Dispositions
Mandatory
Optional
Wrap-Up Duration
Wrap-Up Auto Close
Short Abandon
Service Level
Time (Seconds)
Exclude Short-Abandoned Calls
Exclude Long-Abandoned Calls
Target Percentage
Alert
AI Expert Assist
Outbound Settings
Outbound Calls (Enable/Disable)
Caller ID Number
Launch URL (Outbound Call)
Media While Transferring
Media While On Hold
Dispositions
Mandatory
Optional
Wrap-Up Duration
Wrap-Up Auto Close
Outbound Labels (Short/Long Calls)
Minimum Duration (Seconds)
Maximum Duration (Minutes)
Callback Settings
Queue Callback
Scheduled Callback
Customer Inquiry Option
Keywords
Schedule Experience
Other Settings
Operating Hours
Business Hours
Closures
Queue Availability
Recording Storage Location
Policies
Automatic Call Recording
Ad Hoc Call Recording
Live Transcription
Search Address Book Contacts
Search Zoom Phone Contacts
Transfers and Conferencing
Allow Transfers
Allow Conferencing
To:
Queues
Users
Flows
Call Data (Transfers)
Transfer Initiator
Consumer Sentiment
Conversation Summary
CRM Ticket Info
Variables
Exempt Queue Supervisors
AI Companion
Agent Talk Metrics
Consumer Sentimenet
Summarize Conversation
Generate Follow-Up Tasks
AI Expert Assist
Info Retrieval
Knowledge Base
Next Best actions
Recommended Dispositions
Smart Notes
Redact Personal Data
Channel Upgrades
Upgrade to Video
Video Transfers
Video Engagement Wrap-Up
Automatically Turn On Video
Remote Control
Video Virtual Background
Automatic Call Recording (Upgraded Calls)
Ad Hoc Recording (Upgraded Calls)
Survey
Voice Survey
Video Survey
Skills (Optional)
Skills is an optional feature designed to categorize and evaluate agents’ abilities to handle various types of interactions based on their expertise. This function supports two main types of Skills: Proficiency-Based Skills and Text-Based Skills. By utilizing both proficiency-based and text-based skills, contact centers can effectively match consumers with agents who have the right expertise and language abilities, enhancing the quality and efficiency of service.
Refer to Zoom’s support center for more information on managing skills.
Proficiency-Based Skills: Rated Skills for Priority Routing
Proficiency-Based Skills enable a business to evaluate and categorize agents based on their expertise and competency in specific areas of service or support on a scale that can range from 1 to 25, indicating the agent’s level of expertise in the applicable area. Proficiency-based skills are typically more important for real-time engagements, where information may be quickly exchanged and using supplemental tools may slow the conversation down.
For example, an agent with a proficiency rating of 5 in technical support would be preferred for complex technical issues, while an agent with a rating of 1 might handle simpler queries. This rating system helps route interactions to agents whose skill levels match the complexity of the consumer’s needs.
Text-Based Skills: General Skills for Text-Based Conversations
Text-Based Skills refer to the agent’s ability to handle interactions based on text-based content, such as language proficiency or familiarity with specific terminologies. Unlike proficiency-based skills, text-based skills are not rated in any capacity, but are categorized to help ensure that interactions that require certain knowledge types are directed to agents with the appropriate capabilities.
For example, if a consumer submits a chat request asking for assistance with a software integration issue using specific technical jargon, the system will route it to an agent with expertise in that particular technology. This helps ensure consumers receive precise support from someone familiar with the technical details, while the agent may have access to additional tools for translating messages back and forth without significantly slowing down the conversation.
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