Assigning an active engagement

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When auto routing is disabled for a queue, agents and supervisors can selectively assign active voice and video engagements to themselves. Supervisor can also assign engagements to other agents in queue.

This article covers:

Prerequisites for assigning active engagements

  • Zoom desktop client for Windows or macOS, 5.11.10 or higher
  • Pro, Business, or Education account
  • Zoom Contact Center license
  • Admin or supervisor role is required for assigning engagement to other agents in the queue
  • Admin, supervisor, or agent must be a member of a video or voice queue
  • Associated queue must have the Distribution setting as Do Not Distribute
  • The assignee must have their status set to Ready
  • The engagement you're assigning must be in the In Queue status

How to assign an active engagement to yourself

Note: This section only applies to agents.

  1. Sign in to the Zoom desktop client.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click Engagements.
  4. Click the Active tab, then click the Voice or Video tab.
  5. Locate the active engagement you want to assign.
  6. Click the ellipses icon then Assign to Me.
    You will receive an inbound notification for that engagement.
  7. Click Accept join the voice or video engagement and assign it to yourself.

How to assign an active engagement to another agent or yourself

Note: This section only applies to admins or supervisors. Admin or supervisor role is required for assigning engagement to other agents in the queue. 

  1. Sign in to the Zoom desktop client.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click Engagements.
  4. Click the Active tab, then click the Voice or Video tab.
  5. Locate the active engagement you want to assign.
  6. Click the ellipses icon then Assign Engagement.
  7. Select the agent to assign it to, then click Assign.
    The agent will receive an inbound notification for that engagement. The agent can click Accept to join the voice or video engagement and assign it to yourself.
    Note: You can also select You to assign the engagement to yourself.

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