Managing Zoom Contact Center queues

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Admins can create queues and add queue members. Queues determine the agents that calls are routed to. Queues also link to an existing routing profile to determine how calls are routed.

This article covers:

Prerequisites for managing queues

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

How to create a queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Click Add.
  4. Enter the following information:
    • Name: Enter a display name to help identify the queue.
    • Description (Optional): Enter a description for the queue.
    • Channel Type: Select the channel type for the queue. This corresponds to the flow trigger type.
      • Voice: Corresponds to voice flows.
      • Chat: Corresponds to chat flows.
      • SMS: Corresponds to SMS flows.
      • Video: Corresponds to video flows.
    • Agents: Click Add to add agents as queue members.
  5. Click Save.
    The web portal will redirect you to the queue's settings.

How to edit or delete an existing queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Locate the queue you want to edit or delete.
  4. In the last column, click the ellipses icon (...), then click one of these options:

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