How to - Using Zoom Contact Center in the Zoom Workplace App

Overview

This article walks you through signing into the Zoom Contact Center through the Zoom Workplace Client. It covers how to set your status, check and join queues, and navigate the basic features of Zoom Contact Center.

Applies to: Faculty Staff

Before You Begin

You must be signed into the Zoom Workplace application on your computer before accessing the Contact Center. If you need help signing in, refer to this article.

Step-by-Step Guide

Instructions

1 Navigate to the Contact Center

Once signed into the Zoom Workplace app, locate and open the Contact Center module.

●Select Contact Center from the left navigation ribbon.

Contact Center navigation in Zoom Workplace left ribbon
2 Set Your Status and Start Your Session

Once on the Contact Center screen, you will see that it prompts you to set a status before you can begin.

●Choose the appropriate status from the available options.

●Click Start to enter the Contact Center dashboard.

Zoom Contact Center status selection screen
3 Select a Call Queue and Set Your Call Status

Use the bottom-left panel to opt into a call queue and set your call status. This is also where you can end your work session at shift end.

●Select the call queue you want to opt into from the bottom-left panel.

●Set your call status as appropriate for your availability.

●To end your work session at shift end, use this same panel.

Zoom Contact Center queue and call status panel
4 Navigate the Contact Center Panels

The following options are available from the Contact Center navigation ribbon:

👥 Teams

Displays all people in the same queues as you, including their current status and assigned queue.

Zoom Contact Center Teams panel showing queue members and statuses

📒 Address Book

Opens the organizational directory. Click the cog icon to customize which fields are displayed.

Zoom Contact Center Address Book directory with settings cog

📥 Inbox

Takes you to the voicemail inboxes for the queues you are in. Listen to and manage voicemails assigned to you for follow-up.

Zoom Contact Center Inbox showing voicemail queue

📊 Analytics

If you have access to analytics, this option displays your analytics dashboards for queue and performance reporting.

Zoom Contact Center Analytics dashboard view

📞 Outbound Engagement

Allows you to initiate outbound communications, including a Voice Call, Video Call, or New SMS.

Zoom Contact Center Outbound Engagement options

Support & Assistance

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