Zoom Contact Center

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.

Logging in to Zoom Contact Center

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?

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.

When you go on break or need a minute, or are ending your shift, select Not Ready from the choices, and choose an away status.

Taking a Call

• 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.

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.

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.