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Agent Routing and Skills
Zoom Contact Center admins can create and manage configured agent traits, called skills, to ensure customers are routed to the right agent when contacting your team. Use these knowledge base articles and support resources to configure your agent routing and learn more about skill options.
- Configuring media and menu-based interrupt settings for voice queues
- Controlling engagement transfer options
- Setting up an address book variable
- Changing queue callback settings
- Managing consumer routing profiles
- Managing skills and skill categories
- Managing agent routing profiles
- Managing Zoom Contact Center queues
- Changing Zoom Contact Center queue settings
- Managing Waiting Rooms for Zoom Contact Center
- Changing Waiting Room settings for Zoom Contact Center
- Managing dispositions
- Configuring media and menu-based interrupt settings for voice queues
- Controlling engagement transfer options
- Setting up an address book variable
- Changing queue callback settings
- Managing consumer routing profiles
- Managing skills and skill categories
- Managing agent routing profiles
- Managing Zoom Contact Center queues
- Changing Zoom Contact Center queue settings
- Managing Waiting Rooms for Zoom Contact Center
- Changing Waiting Room settings for Zoom Contact Center
- Managing dispositions
Additional Resources
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