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Zoom Contact Center

Asset Library

The Asset Library is a centralized repository for all media and code assets used across your contact center.

Supported Asset Types

Section titled “Supported Asset Types”

Different features in ZCC require specific types of assets:

  • Audio Files: Music on hold, IVR prompts, and queue messages (WAV or MP3).
  • Images: Branding for web chat and video waiting rooms.
  • Scripts: Custom JavaScript for the Script widget in Flows.
  • Videos & Slides: Media played in video waiting rooms (MP4 \<100MB or PDF).
  • Templates: Email and SMS reply templates for agents.

Managing System Assets

Section titled “Managing System Assets”
  1. Upload: Use the “Upload” button to add new files. Ensure files meet the format and size requirements.
  2. Organize: Use folders to categorize assets by department or channel.
  3. Reference: Once uploaded, assets can be selected in Flows (e.g., “Send Media” widget) or Queues (e.g., “Waiting Experience”).

Variables

Section titled “Variables”

Variables are used to store and pass data throughout a flow session.

  • System Variables: Predefined data like customer_phone_number or queue_name.
  • Custom Variables: Variables you create to store external lookup data (e.g., account_balance from an HTTP Call).

Archive and Deletion

Section titled “Archive and Deletion”
  1. Delete: When an asset is no longer needed, move it to the Archive.
  2. Retention: Assets remain in the Archive for 30 days.
  3. Restore: During this 30-day window, assets can be restored to the library.
  4. Permanent Deletion: After 30 days, archived assets are permanently removed.