Enabling or disabling opt-out and Not Ready reasons

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:

• How to enable or disable queue opt-out and Not Ready reasons
• How to edit reasons

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

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click Agent Status and Experience.
4. 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.
5. (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.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click Agent Status and Experience.
4. 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.