How to set up queues in Zoom Contact Center

Queues in Zoom Contact Center route incoming customer interactions to available agents based on predefined rules and strategies. To set up queues, access the Zoom web portal, navigate to the Queues section under Contact Center Management, and configure settings like routing type, operating hours, and agent assignment. This allows you to efficiently manage customer inquiries and optimize agent utilization.

Prerequisites

• A Zoom Pro, Business, or Enterprise account.
• A Zoom Contact Center license.
• Admin privileges in the Zoom web portal to manage Contact Center settings.
• Ensure you have created agents in Zoom Contact Center before assigning them to queues.
• Plan your queue routing strategy (e.g., skills-based, direct assignment).
• Determine the operating hours and holidays for each queue.

Create a Queue

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Contact Center Management, then click Queues.
3. Click Add.
4. In the Name field, enter a descriptive name for the queue (e.g., “Sales Queue,” “Technical Support”).
5. In the Description field, provide a brief description of the queue’s purpose. This is optional but recommended.
6. Under Routing Type, select the desired routing method:
   • Skills-based Routing: Route interactions based on agent skills and proficiency levels.
   • Direct Assignment: Manually assign specific agents to the queue.
7. Click Save.

Configure Basic Queue Settings

1. Navigate to Contact Center Management > Queues.
2. Click the name of the queue you want to configure.
3. On the Basic Info tab, review or edit the Name and Description.
4. Under Operating Hours, select either 24/7 or Set hours.
   • If you select Set hours, specify the days of the week and the start and end times for the queue’s operating hours. Click Add hours to add multiple operating hour sets for different days.
5. Under Holidays, click Manage holidays to add or edit holiday schedules for the queue. This determines when the queue is considered closed due to holidays.

Configure Routing Settings

1. Navigate to Contact Center Management > Queues.
2. Click the name of the queue you want to configure.
3. Click the Routing tab.
4. If you selected Skills-based Routing, configure the following:
   • Skills: Select the skills required for this queue from the dropdown menu.
   • Skill Proficiency: Define the minimum proficiency level required for each skill. Agents must possess at least this proficiency level to receive interactions from this queue.
   • Interaction Distribution: Choose how interactions are distributed among agents:
     • Longest Idle: Route interactions to the agent who has been idle the longest.
     • Available Agents: Route interactions to a random agent who is available.
5. If you selected Direct Assignment, click the Add Agents button.
6. In the Add Agents panel, search for and select the agents you want to assign to the queue.
7. Click Save.
8. Under Maximum Wait Time, set the maximum amount of time an interaction can wait in the queue before being routed to another destination (e.g., voicemail, another queue).
9. Under Overflow Settings, configure what happens when the maximum wait time is reached:
   • Route to Voicemail: Send the interaction to voicemail.
   • Route to Another Queue: Route the interaction to a different queue.
   • Disconnect: Disconnect the interaction.

Customize Queue Greetings and Music

1. Navigate to Contact Center Management > Queues.
2. Click the name of the queue you want to configure.
3. Click the Audio Prompts tab.
4. For the Greeting prompt, choose to use the Default greeting or Customize the greeting.
   • If you select Customize, you can:
     • Record a new greeting directly through your microphone.
     • Upload a pre-recorded audio file (MP3 or WAV format).
     • Text to Speech (TTS): Type the greeting text, and the system will generate an audio prompt.
5. For the Hold Music prompt, choose to use the Default music or Customize the music.
   • If you select Customize, you can upload a pre-recorded audio file (MP3 or WAV format).
6. Click Save.

Common Issues

• No agents are receiving interactions: Verify that agents are logged in and in an “Available” status. Also, confirm that the agent has the necessary skills and proficiency level if using skills-based routing. Check the queue’s operating hours to ensure it’s within the defined schedule.
• Callers are waiting too long in the queue: Adjust the Maximum Wait Time and overflow settings. Consider increasing the number of agents assigned to the queue, especially during peak hours.
• Audio prompts are not playing correctly: Ensure that the audio file format (MP3 or WAV) is supported and that the file size does not exceed the maximum limit. Test the audio prompt by previewing it in the Zoom web portal. Clear browser cache or try a different browser.
• Agents are receiving interactions for the wrong skills: Double-check the skill configuration for both the queue and the agent. Ensure the agent’s skill proficiency level meets the queue’s requirements.
• Unable to save queue settings: Check for any required fields that are missing or invalid. Ensure you have the necessary administrator privileges to modify the queue settings.