Zoom Contact Center - Supervisors

Zoom Contact Center (ZCC) is a call management tool used by service desks and help centers across WVU. Call center users 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

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.

Open

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

Analytics and Reporting

Supervisors in Zoom Contact Center can view live analytics about the current call volumes, agent status, and daily totals, as well as historical reports showing trends and analysis for call counts, durations, results, and many other key performance indicators. Click Analytics in the left-side panel to explore various metrics.

Real-Time Analytics

Get current statistics on number of active calls, or number of customers waiting in a queue, or see today’s metrics. On the Analytics and Reports page, click Contact Center Analytics to see data for:

• My Agents - details about staff activity in ZCC such as ready-status, duration in a call, number of engagements active or completed, and which queues they are assigned to.

• Queue Analytics - a live dashboard view of all queues and channels; click Select Metrics button to choose which performance indicators you want to see.
  You can hold your cursor over charts and graphs to show more detail about that item.

• Wallboard - a customizable real-time dashboard view for supervisors and admins.

  • Click Edit View at the top to select which widgets to include on your wallboard. In edit mode you can change the size or position of the widgets, and click the ellipsis on any widget to adjust its options.

  • Click Add Widget to add a new one.

  • Click the wallboard name dropdown to view other available wallboards, or create a new wallboard (Add View).

Historical Reports

Review long-term metrics for your teams in Zoom Contact Center, including volumes over a selected date range, or view calls by shortest or longest durations. Each report allows you to set date range and color-coded threshold parameters.

• Click tabs at the top of a report page to view each contact channel separately (voice/video/messaging).

• Click in the From and To date range cells to choose dates for the historical report.

• Subscriptions can be set up to send scheduled reports by email.