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Open the Zoom Contact Center desktop application, where you will be prompted to log into Zoom.
Enter your Zoom credentials (email and password) in the provided fields to log in to the application.
OR?Click on the SSO button at the bottom of the screen to enter your WVU Login credentials
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🎤 Allow Zoom Contact Center to access your microphone when prompted.
Ready to Take Calls
When you log in, Zoom Contact Center will default your status to Not Ready so that you can take a moment to get situated. When you are prepared to take calls, click the status drop-down at the top of the application to choose Ready.
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When a call comes in, click Accept to answer.
While in a call, you can Add notes about this engagement in the panel on the right. Click the Publish button to save your note .
- Click Done when you are ready to accept another call
Record notes and details about the caller’s inquiry in the /wiki/spaces/WITO/pages/796557319.
Click Cancel to end this call and accept another.
Other Call Functions
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.
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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
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and click Not Ready
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,then choose End Shift.
Click End Work Session to completely exit all queues.
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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