Changing Zoom Contact Center user settings

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After adding users to Zoom Contact Center, you can change user settings.

This article covers:

Prerequisites for changing Zoom Contact Center user settings

  • Account owner or admin privileges; or relevant role/privilege
  • Pro, Business, or Education account
  • Zoom Contact Center license

How to access Zoom Contact Center user settings

Admins can change users settings after adding them to Contact Center. Most of these settings are also available while adding users to Contact Center.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Users.
  3. Click the display name of the user you want to edit.
    You can access or customize the following settings:

Display name section

You can change this settings at the top of the settings page.

  • Display name: Click Edit to change the contact center user's display name. This display name is shown to consumers for active engagements where the user's display name is shown to consumers (video and chat engagements). It's also shown to other agents and supervisors that join an active video or chat engagement that has the user. By default, the user's display name is set to their first name.
    Note: The contact center display name is separate from the user's Zoom profile display name.

General section

  • Profile Picture: Determine what profile picture is shown to contact center consumers and other users, then click Save.
    • Use name initials: Display the user's initials as their profile picture.
    • Use personal profile picture: Use the user's Zoom profile picture as their Zoom Contact Center profile picture.
    • Use a new photo: Use a separate profile picture from the user's Zoom profile picture. After selecting this option, hover over the generic profile picture and click the pencil icon to change the picture.
  • Role: Displays the user’s role. Click the drop-down menu to change the user’s role.
    Note: If you're an admin changing your own user settings, you can only change your role to one that has the User Management view and edit privilege. This is to prevent admins from accidently losing access to contact center user management.
  • Package: The Zoom Contact Center package assigned to the user.
  • Status: The user’s current contact center status. Click the drop-down menu to change the status. Change account-level settings to define more statuses.
    Note: This setting is only available when customizing an existing user, not when adding a new user.
  • Client Integration: Enable the Salesforce integration.
  • External URL: Launch a URL during inbound engagements.
    Note: To enable this feature, submit a request to Zoom Support.
  • User Access: The status of the user's license. If you disable the user, they will still appear in the user list but can't use contact center features. 
    Note: You can't change your own status. Contact another admin to make this change.
  • Country/Region: Set the user's country/region so that phone numbers are formatted based on the selected country/region.

Queues section

  • Assigned Queues: Displays queues that the user is a member of (agent or supervisor).
    • Assign a queue for this user as an agent: Click Add Queues to add the user to queues as an agent. Click the cross icon  to remove the user from the selected queue.
    • Assign a queue for this user as an supervisor: Click Add Queues to add the user to queues as a supervisor. Click the cross icon  to remove the user from the selected queue.
  • Default Outbound Queue: Set the default outbound queue for outbound voice calls.

Skills section

  • Assigned Skills: Displays skills that have been assigned to the user.
    • Click Add Skill to assign more skills to the user.
    • Click the cross icon (×) to remove the skill from the user.

Channel Settings section

  • Multi-channel Engagements: Allow agents to receive voice or video engagements while handling Chat and SMS engagements based on the max agent load.
  • Maximum Messaging Concurrency: Set the maximum concurrency for messaging. This weight is used to determine the maximum number of active chat or SMS engagements that agents can handle at once, based on the Concurrent Messaging Weights in account-level preferences. For example, if a weight is 0.5 and the maximum concurrency is 2, then the agent can engage in 4 messaging engagements at once.

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