The WVU ITS Service Desk uses Zoom Contact Center (ZCC) as its call and chat management tool. SD technicians will log into the installed Zoom client on their desktop to get ready to accept incoming calls and chats from the queue. Training and reference guides can be accessed at the Zoom Learning Center.
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Click the Mute button in the call screen to silence your mic temporarily.
Place a caller on Hold by click the ‘pause’ button.
Transfer a call to a different que, individual, or support team by clicking the transfer button and entering a number or selecting a saved destination.
Taking a Chat Interaction
Incoming chat interactions from customers will also appear as a pop-up on your ZCC screen. Just click Accept to open the chat window.
Chat interactions can also be transferred to a different queue or agent by clicking the small transfer icon at the top of the chat window.
Click the End button in the chat window to conclude a chat with a client.
End of Shift
Click the Ready/Not Ready status drop-down at the top of the screen, and click Not Ready - then End Shift.
Close the Zoom Contact Center application.
More Info
As an agent in Zoom Contact Center you can also view reports on your real-time and historical call data. Just click the Analytics tab on the left to view charts, reports, and dashboards to help you assess your Zoom Contact Center interactions.
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