Enabling or disabling opt-out and Not Ready reasons
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Zoom Contact Center admins can enable or disable queue opt-out or Not Ready reasons.
If queue opt-out reasons are enabled, users are required to select a reason when they disable notifications from a queue (opt out of a queue). If Not Ready reasons are enabled, users are required to select a reason when they set their status to Not Ready.
For example, if call queue members need to opt-out or set their status to Not Ready for lunch or break, you can allow users to select Lunch or Break as a reason.
This article covers:
Prerequisites for enabling or disabling queue opt-out and Not Ready reasons
- Account owner or admin privileges; or relevant role/privilege
- Pro, Business, or Education account
- Zoom Contact Center license
How to enable or disable queue opt-out and Not Ready reasons
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Preferences.
- Click Agent Status and Experience.
- In the Queue Opt-out and Not Ready Reasons section, click the toggle to enable or disable the following:
- Queue Opt-out: Require users to select a reason when they disable notifications from a queue (opt out of a queue)
- Not Ready: Require users to select a reason when they set their status to Not Ready.
- (Optional) If you enabled either settings, edit reasons for users to select.
How to edit reasons
If you enabled the Queue Opt-out or Not Ready settings, you can set the reasons for users to select.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Preferences.
- Click Agent Status and Experience.
- In the Queue Opt-out and Not Ready Reasons section, use the following options to add or edit reasons:
- Add a custom reason: Under Custom Reasons, Click Add Reason to add more reasons for users to select. Enter a reason, then click Add.
- Edit a reason: If you previously added a custom reason, click the pencil icon
next to the reason, enter a reason, then click Save.
- Enable or disable a reason: Select a reason's check box to enable it, or unselect it to disable it.
- Delete a reason: If you previously added a custom reason, click the trash bin icon
next to the reason, then click Confirm.
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