Zoom Contact Center - Agents

Zoom Contact Center (ZCC) is a call management tool used by service desks and help centers across WVU. Call center agents will log into the installed Zoom client on their desktop to get ready to accept incoming calls from their queue(s). 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.

Open

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.

Open

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.

  • Record notes and details about the caller’s inquiry in the JSM ticket.

• 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.

End of Shift

1. Click the Ready/Not Ready status drop-down at the top of the screen and click Not Ready, then choose End Shift.

2. Click End Work Session to completely exit all queues.

More Information

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.