What roles are required to add agents to Zoom Contact Center?

You need to be a Zoom account owner or have admin privileges with access to Zoom Contact Center settings to add agents.

Can I add agents in bulk to Zoom Contact Center?

Yes, you can add agents in bulk by importing a CSV file containing agent information, which can save significant time and effort.

What information is required when adding a new agent?

You'll need to provide the agent's email address, license type, and assigned roles within the Contact Center. You might also need to configure their routing profiles and skills.

What happens after I add an agent to Zoom Contact Center?

The agent will receive an email invitation to activate their Zoom Contact Center account. Once activated, they can log in and begin managing interactions based on their assigned configurations.

How to add agents to Zoom Contact Center

Adding agents to Zoom Contact Center allows you to expand your customer service team and handle more interactions. To add agents, navigate to the Users section in the Zoom Admin portal, select the users you want to add, and assign them the appropriate Contact Center roles and skill profiles. This process ensures they have the necessary permissions and routing configurations.

Prerequisites

Before you can add agents to Zoom Contact Center, ensure you meet the following requirements:

Zoom Contact Center License: You must have an active Zoom Contact Center license for your account.
Zoom Administrator Role: You need Zoom administrator privileges with access to the Contact Center settings.
Existing Zoom Users: The users you want to add as agents must already exist as users within your Zoom account.
Role Configuration: You should have already defined the desired Contact Center roles and permissions needed for the new agents.
Skill Profiles Configured (Recommended): It’s best practice to pre-define skill profiles that can be assigned to agents. This allows for efficient call routing based on agent expertise.

Step 1: Access the User Management Section

Sign in to the Zoom web portal as an administrator.
In the navigation menu, click User Management, then click Users.

Step 2: Select Users to Add as Agents

On the Users page, locate the users you want to add as Contact Center agents. You can use the search bar to find specific users.
Check the box next to each user’s name to select them.
Once you have selected all the desired users, click the Assign Contact Center Agent button that appears.

Step 3: Assign Contact Center Roles and Settings

In the “Assign Contact Center Agent” window, you’ll be prompted to configure the following settings:
- Role: Select the appropriate Contact Center role for the agent. This determines their permissions within the Contact Center (e.g., Agent, Supervisor). Roles must be pre-configured in the Zoom admin portal under Contact Center settings.
- Skills: Assign relevant skills to the agent. This allows the system to route interactions based on the agent’s expertise. You can choose from a pre-defined list of skills. To create or edit skills, navigate to Contact Center Management > Skills in the Zoom admin portal.
- Routing Profile (Optional): If you use routing profiles, select the profile that applies to the agent. This further refines how interactions are routed to them.
- Outbound Caller ID (Optional): If required, select the outbound caller ID number that the agent will use when making outbound calls. You may need to add the desired number if it’s not already in the available options.
After configuring the agent settings, click Save to apply the changes.

Step 4: Verify Agent Configuration

Return to the Users page in the Zoom web portal.
Locate the agent(s) you just added.
Click on the agent’s name to view their profile.
In the agent’s profile, verify that the assigned Contact Center role, skills, and other settings are correct. If necessary, click Edit to make any adjustments. The Contact Center options will now be visible in the user’s profile.

Step 5: Inform Agents of Their New Role

Communicate to the newly assigned agents that they now have access to the Zoom Contact Center.
Provide them with any necessary training materials or onboarding information to help them understand their new responsibilities and how to use the Contact Center platform.

Common Issues

Unable to Assign Contact Center Role: If you can’t assign a Contact Center role, ensure you have a valid Zoom Contact Center license and the user is already an existing Zoom user. Also, confirm the roles have been properly configured within the Contact Center settings.
Skills Not Appearing: If the desired skills are not available for assignment, verify that the skills have been created in the Contact Center Management section of the Zoom admin portal. Make sure the skill is active and not archived.
Agent Cannot Log In: If an agent is unable to log in to the Contact Center, double-check that their Zoom account is active and the correct Contact Center role has been assigned. Review the agent’s assigned license to ensure it allows Contact Center access.
Routing Issues: If interactions are not being routed correctly to the agent, review the agent’s assigned skills and routing profiles. Ensure these settings align with the desired routing rules. Incorrect skill assignments are a common cause of routing problems.
Error message: “Contact Center license is required”: If you receive this error, double check you have sufficient Contact Center licenses available. You may need to purchase additional licenses through your Zoom account representative or the Zoom website.