Agents & Users

Managing your workforce effectively is critical for maintaining high service levels. This section covers the administration of users, their organization into teams, and the management of agent statuses.

User Management

Users must be provisioned with the appropriate licenses and entitlements before they can access Zoom Contact Center (ZCC).

1. Assign Licenses: In the Zoom Web Portal, navigate to User Management and ensure the user has a “Zoom Contact Center” license.
2. Grant Entitlements: Assign specific roles (e.g., Agent, Supervisor, Admin) to the user.
3. Configure Profile: Set the user’s display name, extension, and primary contact center phone number.

Team Organization

Teams allow you to group agents for easier management and reporting.

• Group Management: Assign agents to specific teams based on department or function.
• Supervisor Assignment: Designate supervisors for each team to enable monitoring and coaching features.
• Reporting: Filter analytics by team to compare performance across different agent groups.

Agent Statuses

Statuses indicate an agent’s availability to handle engagements.

Default Statuses

• Ready: Available to receive interactions.
• Not Ready: Currently unavailable (e.g., on a break, in a meeting).
• Occupied: Currently handling an engagement.
• Wrap-up: Completing post-interaction tasks (dispositions, notes).

Custom Statuses

Admins can create custom “Not Ready” reasons to track how agents spend their time when not handling calls.

1. Navigate to Preferences: Go to Account Settings > Contact Center > Statuses.
2. Add Reason: Create reasons such as “Lunch,” “Training,” or “Technical Issue.”
3. Publish: These reasons will appear in the agent’s status dropdown in the Zoom Desktop Client.