Managing agent routing profiles

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Admins can add and edit routing profiles. Routing profiles route engagements to the appropriate agents that can best meet their needs based on previously-created skills. Each routing profile can contain a combination of skills that are prioritized.

For example, if you previously created a language and warranty skill category, you can create a routing profile to route engagements based on language proficiency and whether agents are able to process warranties. This list illustrates a routing profile with priorities and skills.

  1. English skill (level 3 or higher proficiency)
  2. English skill (level 2 or higher proficiency)
  3. Warranty skill

After creating a routing profile, you can assign it to a queue so that inbound engagements are routed accordingly. When agents transfer a voice or SMS engagement to a queue with an agent routing profile, they can specify the associated skills so that the engagement is routed accordingly.

This article covers:

Prerequisites for managing routing profiles

  • Account owner or admin privileges
  • Pro, Business, or Education account
  • Zoom Contact Center license

How to create a routing profile

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Routing Profile.
  3. Click the Agent tab.
  4. Click Add Agent Profile.
  5. Enter the following information:
    • Name: Enter a display name to help identify the routing profile.
    • Description (optional): Enter a description.
  6. Click Save.
    The new routing profile will be added to the Routing Profile page.

How to set the wait time for matched agent availability

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Routing Profile.
  3. Click the display name of the routing profile you want to edit.
  4. At the top of the page, enter a value in seconds next to Wait time for matched agent availability.

How to add a priority and conditions to a routing profile

Repeat these steps to add additional priorities to a routing profile.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Routing Profile.
  3. Click the Agent tab.
  4. Click the display name of the routing profile you want to edit.
  5. Click Add Priority.
  6. Specify the following options for the priority:
    • Select a category: Select an existing skill category.
    • Minimum Proficiency (optional): If the skill category is for proficiency-based skills, select the maximum proficiency level for the skill category. Agents must have the minimum proficiency level or higher for engagements to be assigned to them.
    • Required: Specify if the skill category is required. If required, agents must have the corresponding skill for engagements to be assigned to them.
  7. (Optional) Follow steps 5 and 6 to add more priorities.
  8. (Optional) Rearrange the priorities.
  9. Click Save.

How to rearrange or delete conditions and priorities

You can rearrange and delete priorities to determine the overall proficiency priority level. The higher-ranking priority skill category (proficiency based skills) will take precedence over those with lower priority. When comparing agents and all else is equal, the agents with the higher proficiency in the higher prioritized skill category should be considered for assignment.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Routing Profile.
  3. Click the Agent tab.
  4. Click the display name of the routing profile you want to edit.
  5. Locate a condition or priority you want to rearrange.
  6. Use these options to rearrange or delete::
    • Hover over the six dots icon then click and drag the condition or priority to a new location.
    • Alternatively, click the up or down arrows to move a condition or priority higher or lower in the list.
    • Click the trash bin icon to delete a condition or priority,
  7. Click Save.

How to publish or delete a routing profile

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Routing Profile.
  3. Click the Agent tab.
  4. Click the display name of the routing profile you want to edit.
  5. In the last column, click the ellipses icon , then click one of these options:
    • Edit: Edit the routing profile’s display name, conditions, and priorities.
    • Publish: Publish the routing profile to make it available to select in queue settings. If you edited a previously-published routing profile, you don’t need to publish again.
    • Duplicate: Duplicate the routing profile’s settings. You will be prompted to enter a new display for the duplicated routing profile.
    • Delete: Delete the routing profile and remove it from any queues (if applicable).
      Note: To delete several profiles at once, select the check boxes beside the Name column, then click Deleted Selected at the top of the table.

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