Managing Zoom Contact Center queues

Zoom Contact Center 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. After creating a queue, you can change queue settings.

This article covers:

• How to create a queue
• How to edit or delete an existing queue

Prerequisites for managing queues

• Account owner or admin privileges
• 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: Select the channel type for the queue. This corresponds to the flow channel and trigger type.
     • Voice
     • Video
     • Messaging: Corresponds to the messaging channel, which consists of SMS, web chat, in-app chat.
     • Chat (In-app)
     • Chat (Web)
     • SMS
   • 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:
   • Edit: Change the queue’s settings.
   • Delete: Delete the queue.
     Note: To delete several queues at once, select the check boxes beside the Name column, then click Remove at the top of the table.