Setting availability status for Zoom Contact Center

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If you're a Zoom Contact Center agent, you can set your availability status to determine whether you receive inbound notifications from your queues. Your status is also reported to your admins or supervisors. For example, if you’re on lunch break, you can set your availability status to Not Ready.

In addition, supervisors can set an agent's status. The relevant agent will receive a notification when their status is changed by a supervisor.

This article covers:

Prerequisites for setting availability status

  • Zoom desktop client for Windows or macOS, 5.11.3 or higher
  • Pro, Business, or Education account
  • Zoom Contact Center license
  • Account owner or admin privileges required if setting an agent's status

How to set your own availability status

  1. Sign in to the Zoom desktop client.
  2. Click the Contact Center tab.
  3. In the status drop-down menu located in the top-left corner, select one of these statuses:
    • Ready: Available to receive inbound calls. You will be opted in to all queues you’re a member of and receive inbound notifications from these queues.
    • Not Ready: Unavailable to receive inbound calls. You will be opted out of all queues you’re a member of and will not receive inbound notifications. (Optional) Hover over Not Ready then select a reason for being unavailable; for example, Break or Outbound Calls. These are custom statuses set by your admin.
      Note: This is the default status when you sign in to the Zoom desktop client.

Notes:

  • The Occupied status is automatically set and not selectable. This status is automatically set when you’re in an engagement or when you’re in the wrap-up time. You will not receive inbound notifications.
  • Admins can automatically set your status to Not Ready after a certain number of missed calls.
  • Other contact center users will see the Offline status if you're not signed in to the Zoom desktop client and are unavailable to receive inbound calls or make outbound calls. You will be opted out of all queues you’re a member of and will not receive inbound notifications. You can't set this status manually.
  • Admins, supervisors, and other agents can view your availability status.

How to set an agent's availability status

You must be a Zoom Contact Center admin or supervisor to set an agent's availability status to Ready or Not Ready using the real-time agent view. The relevant agent will receive a Zoom desktop client notification when their status has changed. 

Notes:

Desktop client

  1. Sign in to the Zoom desktop client.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click Teams.
  4. Locate the agent you want to change the status for.
  5. In the Status column, click the down arrow icon , then click a status. If setting the status to Not Ready, select a reason.

Web portal

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Analytics & Reports.
  3. In the Real-time Analytics section, click My Agents.
  4. Locate the agent you want to change the status for.
  5. In the Status column, click the down arrow icon , then click a status. If setting the status to Not Ready, select a reason.

Zoom Contact Center status sync to Zoom presence status

The following table lists the Zoom presence status that is automatically set based on your contact center status:

Zoom Contact Center status Zoom presence status
Ready Default status (status currently set in client)
Not Ready Default status (status currently set in client)
Not Ready (set while in a chat engagement) Default status (status currently set in client)
Not Ready (set while in a video engagement) In a Zoom meeting
Not Ready (set while in a voice engagement) On a call
Not Ready (set while in an SMS engagement) Default status (status currently set in client)
Not Ready (custom status) Default status (status currently set in client)
Occupied (chat engagement) Default status (status currently set in client)
Occupied (video engagement) In a Zoom meeting
Occupied (voice engagement) On a call
Occupied (SMS engagement) Default status (status currently set in client)
Offline Default status (status currently set in client)

 

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