The WVU ITS Service Desk uses Zoom Contact Center (ZCC) as its call management tool. SD technicians will log into the installed Zoom client on their desktop to get ready to accept incoming calls 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.
Click on the SSO button at the bottom of the screen to enter your WVU Login credentials.
Once logged in, you can take calls and perform other agent functions. See the Zoom Contact Center - Agents article for agent calling details.
Monitoring Calls
Supervisors have elevated privileges that allow you to listen to calls, whisper a helpful suggestion to the agent, or ‘barge in’ to the call when needed. Click Engagements in the left-side panel to view all active and completed calls for your queues.
Two buttons at the top of the page will show either active or closed engagements. Click Active to view all ongoing calls. To monitor or interact in a call:
Click on a call in the list to select it, then click the ellipsis (…) to view options for that engagement.
Choose one of the following interactions:
Listen - turn on audio to hear the ongoing call
Whisper - share something with the agent only; the customer will not hear you
Barge-in - join the call to speak to both the agent and the customer
Take over - the current agent will exit the call, and you will join the call and become the assigned agent
Zoom Contact Center training content is available in the Zoom Learning Center.
0 Comments