Waiting Rooms, Voicemail, and Surveys

This section discusses Waiting Rooms, Voicemail Inboxes, and Consumer Engagement Surveys.

Waiting Rooms: Branding for the Video Consumer Experience

Within Zoom Contact Center, the Waiting Room for the video channel provides a virtual space where consumers can wait before connecting with an agent. In this context, the Waiting Room acts as a holding area, offering a branded and customizable experience where businesses can display messages, videos, or other content to engage and inform consumers during their wait. In other situations, the Waiting Room can also be used to communicate with consumers via chat before the interaction begins, such as a nurse asking a patient a question before a doctor joins the session.

The Waiting Room also helps manage consumer Flows by giving agents the ability to admit participants when ready, helping to ensure that interactions are handled smoothly and without overlap. This function enhances customer experience by setting clear expectations for wait times and providing relevant information while consumers wait for service.

Refer to Zoom’s support center for more information on managing Zoom Contact Center Waiting Rooms.

Inbox: Voicemail Inboxes for Consumer Follow-Up

Zoom Contact Center offers unlimited voicemail Inboxes, enabling businesses to route consumers to a specific Inbox based on the flow they followed within the system. This allows consumers who are unable to connect with a live agent to leave a voice message in the appropriate Inbox, helping facilitate timely follow-up.

Once an Inbox is created, account admins can change its settings to grant access to certain Queue members and route to the Inbox using the Flow editor.

Configurable settings for Inboxes include:

• User Access Lists

• Customizable Greeting Audio

• Voicemail Time Limit

• Automatic Deletion (Days)

  • Soft Delete

  • Hard Delete

• Inbox Storage Location

• Voicemail Transcription

• Voicemail Auto Assignment to:

  • Agents

  • Queues

  • Teams

• Voicemail Notification

  • Email Notifications

  • Unresolved Email Reminders

Refer to Zoom’s support center for more information on managing and editing Zoom Contact Center Inboxes, and managing messages.

Consumer Engagement Surveys: Collecting Feedback from Voice, Video, and Messaging Channels

Zoom Contact Center engagement surveys help businesses create and deploy surveys that gather and analyze feedback for action. Administrators can design surveys with various question formats, including multiple-choice or open-ended responses, and link them to voice or video Queues. Admins can also set role-based permissions for accessing survey results through the contact center’s analytics dashboard.

When configured for a Queue, consumers are presented with surveys after the conclusion of a voice, video, or messaging engagement. Once the interaction ends—or after a set time based on Queue settings—consumers will be prompted to respond to survey questions. For voice engagements, they can answer single-choice questions or provide ratings using DTMF or speech, and offer detailed feedback verbally. This seamless integration of feedback collection helps ensure businesses can continually improve their service and the consumer experience.

Refer to Zoom’s support center for more information on accessing, creating, and managing consumer engagement surveys.