Configuration · guide

Setting up Zoom Contact Center queues and flows

Verified 2026-09-30 · 67 sources · tier 2

For Zoom account owners and administrators setting up their first queues and flows..

Zoom Contact Center routes inbound voice and digital interactions through configured flows to targeted agent queues 9. This guide walks through configuring agent routing, queues, dispositions, entry points, and published flows from an empty account 9.

Before you start

Creating and managing Zoom Contact Center queues requires account owner or admin privilege, a Pro, Business, or Education account, and an active Zoom Contact Center license 39.

Before provisioning, assemble the following prerequisites:

The list of users to add as agents 1.
If routing by skill, the desired skill categories, proficiency levels, and skill definitions 54 53.
If deploying SMS messaging, a 10DLC campaign registered and assigned to the relevant phone number 57.
If deploying web chat or in-app chat, a pre-existing Entry ID 20.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Will customers reach you only by phone, or by phone and messaging (SMS or web chat) as well?

Can any agent in the queue take any contact, or must contacts be matched to agents by skill?

Two questions. One permanent page you can send to your manager.

Step 1 Confirm access and locate the administration pages

Do

Sign in to the Zoom web portal with account owner or admin credentials on an account holding a Zoom Contact Center license 39.

Verify

Suggested check: locate the administrative navigation path. Open the Queues, Flows, Users, Skills, Routing Profiles, and Dispositions administration pages to confirm access 9.

Step 2 Add agents to Zoom Contact Center

Do

Navigate to the Users page, click Add User, optionally select a user settings template or configure settings manually, and click Save 1. The user receives an automated email notification upon creation 1.

Verify

Open the Contact Center Users page and confirm the added users appear 1. Open each user's Profile tab and confirm that both a Queues section and a Skills section are displayed 61 63.

Rollback

On the Contact Center Users page, select the user's checkbox and click Remove to revoke the user's Zoom Contact Center license 47.

Step 3 Define skills and assign them to agents

Longest-idle routing: every queue member is eligible; the longest-Ready agent gets the next contact

Do

Skip skill configuration, as skill assignments are only evaluated when an agent routing profile is applied 9.

Verify

Suggested check: verify that no unnecessary skills or categories have been created.

Skills-based routing: the flow tags the contact with a skill and an agent routing profile matches it to skilled agents

Do

Under Contact Center, open Skills and click Add Skill Category 54. Enter a Skill Category Name, choose a Skill Type of Text-based for binary skills or Proficiency-based for graded expertise, set Max Proficiency Level if proficiency-based, and click Save and Add Skills 54 56. Proficiency-based categories support up to 25 levels, where a higher rating indicates higher proficiency 41 40. In the category's row, click Add Skill, enter the Skill Name, and click Add 53. Navigate to the Users page, open each agent's Profile tab, and click Add Skill in the Skills section to assign the relevant skills 63.

Verify

Open each agent's Profile tab and verify under the Skills section that the assigned skills and proficiency levels appear 63.

Rollback

From the Skills page, open the ellipses menu on the skill or skill category and click Delete 55.

Step 4 Create the agent routing profile

Longest-idle routing: every queue member is eligible; the longest-Ready agent gets the next contact

Do

Skip creating an agent routing profile; queue distribution will operate solely via the queue's distribution method 29.

Verify

Suggested check: confirm no routing profile is assigned to your target queues.

Skills-based routing: the flow tags the contact with a skill and an agent routing profile matches it to skilled agents

Do

Under Contact Center, navigate to Routing Profiles, select the Agent tab, click Add Agent Profile, enter a display name and optional description, and click Save 4. Inside the profile, click Add Priority, choose an attribute type of Skill category, select the desired skills, configure the Required toggle, optionally choose a Default skill, and click Add 6. A Required skill means an agent must possess that skill to receive the engagement, whereas a non-required skill is preferred but not mandatory 48. The Default skill applies when an engagement arrives at the queue without a skill assigned by the flow 12. Order priorities using the up and down arrows, then click Save 6. An agent routing profile supports up to 10 time steps to relax criteria as a customer waits 60.

Verify

Open the Agent tab under Routing Profiles and verify that the newly created profile appears with priorities in the intended sequence 6.

Rollback

On the Routing Profiles page under the Agent tab, locate the profile, open its ellipses menu, and click Delete 5. Deleting an agent routing profile removes it from all queues that use it 5.

Step 5 Create the queues and add members

Voice only: one voice queue and one voice flow

Do

Navigate to Queues, click Add Queue, enter a Name and optional Description, set Channel to Voice, click Add under Agents to assign agents, and click Save 42. Up to 2,000 users can be assigned to a single queue 44. An agent must be a member of the queue to receive its engagements regardless of their assigned skills 3.

Verify

Open the Queues page to confirm the voice queue appears with Channel listed as Voice 42. In each agent's Profile tab under Queues, confirm the queue appears in Assigned Queues 61.

Rollback

On the Queues page, open the queue's ellipses menu and select Delete 43. The deletion workflow notifies you of any flows currently using that queue 43.

Voice plus messaging: a voice queue and flow, and a messaging queue and flow

Do

Navigate to Queues, click Add Queue, enter a Name and optional Description, set Channel to Voice, assign agents under Agents, and click Save 42. Click Add Queue a second time, enter a Name, set Channel to Messaging, assign members under Agents, and click Save 42. The Messaging queue channel covers SMS, web chat, in-app chat, Facebook Messenger, WhatsApp, Instagram, and Zoom Chat 30. Up to 2,000 users can be assigned to a queue 44, and an agent must be a queue member to receive engagements 3. For messaging agents, open each user's Profile tab and adjust the Channel Settings: maximum concurrent messaging engagements can be set up to 20, and maximum concurrent email engagements can be set up to 100 62.

Verify

Confirm that both the Voice and Messaging queues appear in the Queues list 42. Confirm in each agent's Profile tab under Queues that the Assigned Queues list shows their respective queues 61.

Rollback

From the Queues list, open the ellipses menu on the queue you wish to remove and click Delete 43. The admin portal displays which flows reference that queue before deletion completes 43.

Step 6 Set how each queue distributes engagements

Voice only: one voice queue and one voice flow + Longest-idle routing: every queue member is eligible; the longest-Ready agent gets the next contact

Do

Open the voice queue, navigate to Inbound Settings on the General tab, and select one of the longest-idle distribution methods 29 64:

Longest idle (routes to the member in Ready status for the longest duration) 29.
Longest Idle while Ready (measures idle duration since changing from Not Ready) 29.
Longest idle for this queue (resets idle time only when an inbound call from this specific queue is received) 29.

Leave the agent routing profile unset 45. Do not select Do Not Distribute, as that disables automatic routing and requires manual assignment 19.

Verify

Reopen the queue's Inbound Settings and verify that the selected method is active from among the voice distribution methods (Longest idle, Longest Idle while Ready, Longest idle for this queue, Sequential, Rotating, Simultaneous, Do Not Distribute) 64.

Rollback

Open the queue's Inbound Settings and select a different engagement distribution method 64.

Voice only: one voice queue and one voice flow + Skills-based routing: the flow tags the contact with a skill and an agent routing profile matches it to skilled agents

Do

Open the voice queue, navigate to Inbound Settings on the General tab, and select the agent routing profile 45. Configure an engagement distribution method (such as Longest idle), which determines how calls are distributed across the agent pool that satisfies the skill criteria at that time step 18 64.

Verify

Open the voice queue's Inbound Settings and confirm the agent routing profile selection reflects the configured profile name 45.

Rollback

Suggested rollback: clear the agent routing profile selection on the voice queue. Do not delete the agent routing profile itself if other queues require it 5.

Voice plus messaging: a voice queue and flow, and a messaging queue and flow + Longest-idle routing: every queue member is eligible; the longest-Ready agent gets the next contact

Do

Open the voice queue's Inbound Settings and select Longest idle, Longest Idle while Ready, or Longest idle for this queue 29 64. Next, open the messaging queue's Inbound Settings and select Longest Idle, Longest Idle while Ready, or Most Available (which routes to the agent with the lowest workload) 31. Leave agent routing profiles unset on both queues 45. Avoid selecting Do Not Distribute, which prevents automated routing 19.

Verify

Verify that the voice queue displays the chosen voice distribution method and the messaging queue displays your selected messaging distribution method 64 31.

Rollback

Reopen Inbound Settings on the affected queue and choose an alternative distribution method 64 31.

Voice plus messaging: a voice queue and flow, and a messaging queue and flow + Skills-based routing: the flow tags the contact with a skill and an agent routing profile matches it to skilled agents

Do

Open the voice queue's Inbound Settings and select the agent routing profile 45. Open the messaging queue's Inbound Settings and select the agent routing profile there as well 45. Select an engagement distribution method on each queue (such as Longest Idle or Most Available for messaging) to distribute contacts among agents matching the skill criteria 18 31.

Verify

Open Inbound Settings on both the voice queue and messaging queue to confirm that the agent routing profile name is selected on each 45.

Rollback

Suggested rollback: clear the agent routing profile selection on the respective queue. Deleting the profile entirely removes it from all assigned queues 5.

Step 7 Set wait limits, overflow, and wrap-up on each queue

Voice only: one voice queue and one voice flow

Do

Open the voice queue to the General tab's Inbound Settings 65. Set Max Wait Duration (which supports durations up to 12 hours) and Max Engagement in Queue; exceeding either limit routes the call to the configured overflow option 65. Select an overflow option:

Play a goodbye message then disconnect 66.
Leave a voicemail to a selected inbox 66.
Route to a queue on the same channel 66.
Route to a flow on the same channel 66.
Transfer to an external number 66.

Configure the Wrap-up duration setting, configure the Wrap-up auto-close toggle, and set the Short Abandon threshold 67.

Verify

Reopen Inbound Settings on the voice queue and verify that Max Wait Duration, Max Engagement in Queue, overflow settings, and wrap-up durations reflect the saved values 65 67.

Rollback

Reopen Inbound Settings and update the fields to your previous operating thresholds 65.

Voice plus messaging: a voice queue and flow, and a messaging queue and flow

Do

Configure the voice queue's Max Wait Duration (up to 12 hours), Max Engagement in Queue, overflow behavior, Wrap-up duration, Wrap-up auto-close, and Short Abandon threshold 65 66 67.

On the messaging queue's Inbound Settings, configure the overflow options: reply with a goodbye message and then disconnect, or route to another queue on the same channel 32.

Verify

Open both the voice and messaging queues and confirm that the overflow and limit parameters are configured as expected 66 32.

Rollback

Suggested rollback: edit the queue settings to restore earlier values.

Step 8 Create dispositions and attach them to the queues

Do

Navigate to Contact Center, Dispositions, and click Add Disposition 13. Set Active Status, Name, Description, and choose a Disposition Type of Single disposition or Multi-level disposition, then click Save 13. Multi-level dispositions support up to 4 levels of sub-dispositions 14.

To group dispositions into sets, open the Sets tab under Dispositions, click Add Disposition Sets, configure Active Status, Name, and Description, select dispositions using Add dispositions, and click Add 16.

Attach dispositions to each queue by opening the queue, toggling the Dispositions setting on, clicking Add Dispositions, choosing items from the Dispositions tab or Sets tab, and clicking Add 15.

Verify

Open each queue's Dispositions section to confirm the attached dispositions and sets appear in the list 15.

Rollback

To detach a disposition from a queue, remove it within the queue's Dispositions section 15. If deleting configurations from the Dispositions page, deleting a disposition set does not delete the underlying dispositions 17; however, deleting a multi-level disposition deletes its entire structure of dispositions and sub-dispositions 14.

Step 9 Obtain a phone number

Do

In the Admin Center, go to Product configuration, Numbers, Phone Numbers, and click Add Number 35. Select Contact Center as the Product, specify the country or region, choose the number type (virtual service number or toll-free number), select the area, and click Search 35 38. Select the desired number, complete Business Address Verification if required by the portal, and click Done 35.

Verify

View the Phone Numbers page and verify that the newly obtained number is listed with an empty Assigned To field 36.

Step 10 Create the flows

Voice only: one voice queue and one voice flow

Do

Under Contact Center, navigate to Flows and click Add Flow 22. Set Channel to Voice, enter a Name and optional descriptions, and click Add 22. Click on the new flow to open the flow editor; the flow opens in Draft status, which is required before a flow can be edited 22 23.

Verify

Confirm that the flow opens in the editor and contains the default Start widget on the canvas 58.

Rollback

Suggested rollback: delete or leave the unassigned draft flow unconfigured.

Voice plus messaging: a voice queue and flow, and a messaging queue and flow

Do

Under Contact Center, navigate to Flows and click Add Flow 22. Select Channel as Voice, enter a Name, and click Add 22. Click Add Flow again, select Channel as Messaging, enter a Name, and click Add 22. Open each flow in the flow editor; both flows initialize in Draft status, allowing editing 22 23.

Verify

Verify that both the voice flow and messaging flow open in the editor displaying the default Start widget on their respective canvases 58.

Rollback

Suggested rollback: leave both draft flows unassigned or delete them.

Step 11 Build each flow

Voice only: one voice queue and one voice flow + Longest-idle routing: every queue member is eligible; the longest-Ready agent gets the next contact

Do

In the voice flow editor, drag a Send Media widget and a Route To widget from the left-side widget panel onto the canvas 24. Connect widgets by dragging from an exit port of one widget to the target widget 24.

Connect the Start widget's exit to Send Media 58.

In Send Media, configure audio playback via Text To Speech or the asset library (up to 10 audio prompts can play in sequence), and connect its Next Step exit to Route To 51.

On the Settings tab of the Route To widget, select Queue from the Route To drop-down, and select your voice queue 49.

Connect the Overflow exit (triggered when the queue's max wait duration or max engagement limit is exceeded) and the Routing Failed exit to terminal logic or another Route To widget set to Disconnect 49 50.

Click Save Draft to save your flow changes 24.

Verify

Verify that every widget exit port on the canvas (Start exit, Send Media Next Step, Route To Overflow, and Route To Routing Failed) has an explicit line connection 24 50.

Rollback

Continue modifying the canvas and click Save Draft; uncommitted drafts take no live traffic 28.

Voice only: one voice queue and one voice flow + Skills-based routing: the flow tags the contact with a skill and an agent routing profile matches it to skilled agents

Do

In the voice flow editor, connect the Start widget exit to a Send Media widget configured with audio prompts 58 51. Drag a Collect Input widget and a Route To widget onto the canvas 24. Connect Send Media's Next Step exit to Collect Input 51.

In Collect Input, select the Menu method (for keypress input) or Input Capture (IVR) method (for keypress or voice input) 11. Map each menu exit to a skill category and skill so the caller's selection assigns the matching skill 10. Alternatively, if skills are assigned programmatically without caller prompting, insert a Set Skills widget, assign skill entries by Skill Category and Skills, and route through its Success and Fail exits 52.

Connect the Collect Input success exits, as well as its Timeout and No Match exits, to the Route To widget targeting the voice queue 11 49. Callers arriving via Timeout or No Match have no skill assigned and fall back to the agent routing profile's Default skill 12. Connect Route To's Overflow and Routing Failed exits 50. Click Save Draft 24.

Verify

Verify that the Collect Input widget exits show valid skill mappings and that all branch paths (Success, Timeout, No Match, Overflow, Routing Failed) lead to connected widgets 10 50.

Rollback

Adjust widget connections in the Draft editor and click Save Draft 24.

Voice plus messaging: a voice queue and flow, and a messaging queue and flow + Longest-idle routing: every queue member is eligible; the longest-Ready agent gets the next contact

Do

In the voice flow, connect the Start widget exit to a Send Media widget configured with Text To Speech or library audio prompts 58 51. Connect the Send Media Next Step exit to a Route To widget configured with Queue selected on its Settings tab and targeting the voice queue 49. Connect the Overflow and Routing Failed exits to handling widgets or disconnect actions 50. Click Save Draft 24.

In the messaging flow, drag a Route To widget to the canvas and connect the Start widget exit directly to it 58 24. In the Route To widget's Settings tab, select Queue from the Route To drop-down and choose your messaging queue 49. Connect the Overflow and Routing Failed exits to fallback steps, and click Save Draft 50 24.

Verify

Verify on both canvases that all functional exits have outgoing connector lines and that Save Draft completes successfully 24 50.

Rollback

Re-edit the canvas in Draft status and click Save Draft 23 24.

Voice plus messaging: a voice queue and flow, and a messaging queue and flow + Skills-based routing: the flow tags the contact with a skill and an agent routing profile matches it to skilled agents

Do

Build the voice flow with Start, Send Media, Collect Input with exit skill mappings, and Route To targeting the voice queue, connecting Timeout, No Match, Overflow, and Routing Failed exits 10 49 50.

In the messaging flow, drag a Set Skills widget and a Route To widget onto the canvas 24. Connect the Start widget exit to Set Skills 58. In Set Skills (supported across web chat, in-app chat, and SMS flows), add skill entries by Skill Category and Skills, specified by name or variable 52. Connect both the Success and Fail exits of Set Skills to the Route To widget 52. Configure the Route To widget to route to Queue targeting the messaging queue, and wire its Overflow and Routing Failed exits 49 50. Click Save Draft on both flows 24.

Verify

Verify on both flows that every path into Route To passes through an explicit skill assignment or connects directly to trigger the routing profile's Default skill 12.

Rollback

Modify widget settings or exit links within the Draft canvas and save 24.

Step 12 Publish the flows and attach entry points

Voice only: one voice queue and one voice flow

Do

Open the voice flow, choose the Draft version from the Version drop-down, click Publish in the top-right corner, and confirm 26. Only a Draft version can be published 26.

Navigate to the Flows list, open the flow's ellipses menu, click Manage Entry Point, and click Add Entry Point 21. Select the unassigned phone number and click Save 21. Adding an entry point requires the flow to be in Published status and the phone number to be unassigned 20. Alternatively, assign the number from the Phone Numbers page via its ellipses menu, clicking Assign, selecting Voice Flow, picking the flow, and clicking Save 36.

Verify

Confirm that the flow displays Published status on the Flows page, meaning its entry point is active 28. Check the Phone Numbers page to confirm the number displays the flow name under Assigned To 36.

Rollback

From the Flows list, select Manage Entry Point from the flow's ellipses menu, click the close icon next to the phone number, and click Save 21. Removing the entry point leaves the flow published but prevents inbound traffic from reaching it 28.

Voice plus messaging: a voice queue and flow, and a messaging queue and flow

Do

Publish both the voice flow and the messaging flow by selecting the Draft version in the Version drop-down, clicking Publish, and confirming 26.

On the Flows list, open the voice flow's ellipses menu, click Manage Entry Point, select your phone number, and click Save 21. For the messaging flow, attach its entry point:

For SMS, the same phone number can be assigned as the entry point to one voice flow and one SMS flow 37, provided messaging is enabled via its Messaging checkbox and a 10DLC campaign is assigned 57.
For web chat or in-app chat, select the pre-existing Entry ID under Manage Entry Point and click Save 20 21.

Verify

Confirm that both flows show Published status 28. Open Manage Entry Point on each flow and verify that the phone number or Entry ID is listed 21.

Rollback

Open Manage Entry Point from the ellipses menu of the relevant flow, click the close icon beside the entry point, and click Save 21.

Step 13 Test with a live contact

Do

WarmTransfer's reading of the sources is that validating an end-to-end inbound interaction requires testing against a published flow, as a draft flow carries no active entry point 28.

Have an assigned agent log in to the Zoom desktop app and open the Contact Center tab 8. From the status drop-down in the bottom-left corner, change the availability status from Not Ready (the sign-in default) to Ready 7 8. Ready status opts the agent into all assigned queues and enables inbound interaction alerts 7.

Place a test call to the assigned phone number 36. Once the call is answered and completed, have the agent navigate to the Engagement tab in the desktop app, select an option from the Dispositions drop-down, and click Done 2.

Verify

Prior to placing the call, navigate to Analytics & Reports, select the Contact Center tab, open Real-time Analytics, and select My Agents; verify that the test agent appears in Ready status, is listed as a queue member, and is marked as opted in 46. Verify that the inbound call rings the agent desktop and that the dispositions appear in the Dispositions drop-down 2. If the interaction fails to deliver, verify that the agent is an explicit member of the queue 3, and check whether a Required skill setting on the routing profile is filtering them out 48.

Rollback

If routing fails or calls misdial, remove the entry point from the flow via Manage Entry Point to halt caller ingress 21.

Step 14 Change or roll back the live flow safely

Do

Because a published flow cannot be edited directly in the flow editor 23, open the flow, click the ellipsis icon in the top-right corner, select Create Draft Version, enter a version description, and click Add 25. Make the required logic modifications, save the draft, and click Publish to promote it to live traffic 26 24.

Verify

Open the Version drop-down on the flow editor page; confirm that the newly modified version is marked Published and that the earlier version is listed as Archived 28.

Rollback

To restore an earlier version, select the archived version in the Version drop-down, click the ellipsis icon, and choose Publish Version 27. Alternatively, select Create Draft Version from an archived version to edit prior logic before republishing 27.

Applicability

The 10DLC campaign requirement for SMS entry points is documented for US and Canada numbering and is not stated for other regions 57. Applies to: Zoom Contact Center. Deployments: multi-tenant. Sources checked 2026-09-30.

What remains uncertain

The administrative navigation path through the web portal is not covered by the sources below.

Specific configuration parameters are not covered by the sources below, including default queue distribution methods, initial queue wait limits, and exact interaction behavior when both a queue overflow option and a Route To widget Overflow exit are simultaneously configured. Furthermore, releasing a purchased phone number, creating web chat Entry IDs, configuring time-step transition details, and deleting a flow are not covered by the sources below.

Sources

1
An admin adds a user to Zoom Contact Center from the Users page by clicking Add User, optionally selecting a user settings template or configuring settings manually, and clicking Save; the user receives an email notification.
Managing Zoom Contact Center users · Adding users to Zoom Contact Center · Checked 2026-09-30
2
In the Zoom desktop app an agent records a disposition after an engagement ends by opening the Engagement tab, choosing an option from the Dispositions drop-down and clicking Done; this requires dispositions to have been added to the associated queue by an admin.
Adding a disposition or note · Prerequisites; Desktop app, adding a disposition · Checked 2026-09-30
3
An agent must be a member of a queue to receive engagements from it, regardless of the agent's skills.
Agent Selection Using Skills Based Routing · Queues · Checked 2026-09-30
4
An agent routing profile is created under Contact Center, Routing Profiles, on the Agent tab, by clicking Add Agent Profile, entering a display name and optional description, and clicking Save.
Managing agent routing profiles · Creating an agent routing profile · Checked 2026-09-30
5
Deleting an agent routing profile from its ellipses menu removes it from all queues that use it.
Managing agent routing profiles · Profile actions, Delete · Checked 2026-09-30
6
Inside an agent routing profile, Add Priority adds a routing priority by choosing an attribute type of Skill category or Intent group, selecting skills or intents, optionally toggling Required, optionally choosing a Default skill, and clicking Add; priorities are reordered with up and down arrows and the profile is saved with Save.
Managing agent routing profiles · Adding priorities and skills; Managing priorities · Checked 2026-09-30
7
An agent in Ready status is opted in to all queues they are a member of and receives inbound notifications; Not Ready is the default status at sign-in to the Zoom desktop app and opts the agent out of all queues.
Setting availability status for Zoom Contact Center · Status options: Ready; Not Ready · Checked 2026-09-30
8
An agent sets their status in the Zoom desktop app on the Contact Center tab, from the status drop-down in the bottom-left corner, choosing Ready, Not Ready or End Work Session.
Setting availability status for Zoom Contact Center · Setting your own status, desktop app · Checked 2026-09-30
9
Zoom's admin getting-started article orders basic setup as: add users, add agent skills, assign skills to agents, create a routing profile, create a queue, then obtain a phone number or create an entry ID, create a flow, customize flow widgets, add a flow entry point, and publish the flow.
Getting started with Zoom Contact Center (admins) · Basic setup: Agent Routing and Skills; Flow Editor and Entry Point · Checked 2026-09-30
10
An exit of the Collect Input widget can be mapped to a skill category and skill so that the consumer's choice sets the skill used to match agents.
Customizing the Collect Input widget · Exits, skill mapping · Checked 2026-09-30
11
In a voice flow the Collect Input widget offers an Input Capture (IVR) method for keypress or voice input and a Menu method for keypress input, and its exits include Timeout and No Match alongside the success exit.
Customizing the Collect Input widget · Input method options, voice channel; Exits · Checked 2026-09-30
12
If a flow sets no skill on an engagement and the agent routing profile has a default skill configured, the default skill is applied.
Agent Selection Using Skills Based Routing · Default skill · Checked 2026-09-30
13
A disposition is created under Contact Center, Dispositions by clicking Add Disposition, setting Active Status, Name, Description and a Disposition Type of Single disposition or Multi-level disposition, and clicking Save.
Managing dispositions · Creating a single or multi-level disposition · Checked 2026-09-30
14
A multi-level disposition can have up to 4 levels of sub-dispositions, and deleting a multi-level disposition deletes its entire structure of dispositions and sub-dispositions.
Managing dispositions · Creating multi-level sub-disposition structure; Deleting dispositions · Checked 2026-09-30
15
Dispositions are attached to a queue by opening the queue, enabling the toggle in its Dispositions section, clicking Add Dispositions, choosing items on the Dispositions tab or the Sets tab, and clicking Add.
Managing dispositions · Adding dispositions to queues · Checked 2026-09-30
16
A disposition set is created on the Sets tab of the Dispositions page by clicking Add Disposition Sets, setting Active Status, Name and Description, choosing members with Add dispositions, and clicking Add.
Managing dispositions · Creating disposition sets · Checked 2026-09-30
17
Deleting a disposition set does not delete the dispositions it contained.
Managing dispositions · Deleting dispositions, notes · Checked 2026-09-30
18
With skills-based routing, the queue's distribution method, such as Longest Idle, operates on the pool of agents who meet the skill criteria at the current time step.
Agent Selection Using Skills Based Routing · Queues; distribution · Checked 2026-09-30
19
With the Do Not Distribute method, engagements in the queue are not routed automatically and are assigned manually.
Changing Zoom Contact Center voice queue settings · General tab, Inbound Settings, engagement distribution · Checked 2026-09-30
20
Adding an entry point from the Flows list requires the flow to be in Published status; a voice or SMS flow also requires a phone number that has been obtained and is unassigned, and a video, web chat or in-app chat flow requires an Entry ID to have been created.
Adding entry points to a flow · Prerequisites · Checked 2026-09-30
21
An entry point is added from the Flows list through the flow's ellipses menu, Manage Entry Point, by clicking Add Entry Point, selecting phone numbers for a voice or SMS flow or Entry IDs for a video, web chat or in-app chat flow, and clicking Save; an entry point is removed with the close icon next to it, followed by Save.
Adding entry points to a flow · Voice or SMS entry points; Video, web chat or in-app chat entry points · Checked 2026-09-30
22
A flow is created under Contact Center, Flows by clicking Add Flow, choosing a Channel of Voice, Video, Messaging, Email or Work Item, entering a Name and optional descriptions, and clicking Add; opening the new flow opens the flow editor.
Adding or duplicating a flow · Adding a flow · Checked 2026-09-30
23
A flow must be in Draft status before it can be edited in the flow editor.
Using the flow editor · Prerequisites; notes · Checked 2026-09-30
24
In the flow editor a widget is added by dragging it from the left-side widget panel onto the canvas, widgets are connected by dragging from an exit of one widget to the target widget, and Save Draft saves a Draft flow.
Using the flow editor · Adding widgets; Connecting widgets; Save and publish · Checked 2026-09-30
25
To change a published flow, an admin opens it, clicks the ellipsis icon in the top-right corner, selects Create Draft Version, enters a version description and clicks Add.
Using version control for flows · Creating a new draft version · Checked 2026-09-30
26
A flow is published by opening it, choosing a Draft version in the Version drop-down, clicking Publish in the top-right corner and confirming; only a version in Draft status can be published.
Using version control for flows · Publishing a version; note · Checked 2026-09-30
27
A flow is rolled back by selecting an archived version in the Version drop-down, clicking the ellipsis icon and choosing Publish Version, or Create Draft Version to edit it first.
Using version control for flows · Reverting to previous versions · Checked 2026-09-30
28
A flow version is Draft, Published or Archived: a Draft flow's entry point is not active so consumers cannot enter it, a Published flow's entry point is active, and an Archived version is a previous version archived when a new draft was created and published.
Using version control for flows · Flow statuses · Checked 2026-09-30
29
Longest idle routes calls to the member who has been in the Ready status for the longest time; Longest Idle while Ready measures idle time since the member's status changed from Not Ready; Longest idle for this queue resets idle time only on inbound calls from the same queue.
Changing Zoom Contact Center voice queue settings · General tab, Inbound Settings, engagement distribution · Checked 2026-09-30
30
The Messaging queue channel covers SMS, web chat, in-app chat, Facebook Messenger, WhatsApp, Instagram and Zoom Chat.
Managing Zoom Contact Center queues · Creating a queue, Channel · Checked 2026-09-30
31
A messaging queue offers a Most Available distribution method, which routes to the agent with the lowest workload, in addition to Longest Idle, Longest Idle while Ready, Sequential, Rotating, Simultaneous and Do Not Distribute.
Changing Zoom Contact Center messaging queue settings · Inbound Settings, engagement distribution · Checked 2026-09-30
32
A messaging queue's overflow options are to reply with a goodbye message and then disconnect, or to route to another queue on the same channel.
Changing Zoom Contact Center messaging queue settings · Inbound Settings, Overflow · Checked 2026-09-30
33
The dispositions article gives the path to the queue list as: profile picture or initials, Admin Center, CX management, Contact Center, then Queues.disputed
Managing dispositions · Adding dispositions to queues, steps 1-3 · Checked 2026-09-30
34
The queue management article gives the path to the queue list as Contact Center Management, then Queues, in the Zoom web portal.disputed
Managing Zoom Contact Center queues · Creating a queue, step 2 · Checked 2026-09-30
35
A Contact Center phone number is obtained in Admin Center under Product configuration, Numbers, Phone Numbers by clicking Add Number, selecting Contact Center as the Product, choosing country or region, number type and area, clicking Search, selecting numbers, completing Business Address Verification if required, and clicking Done.
Managing Zoom Contact Center phone numbers · Obtaining phone numbers · Checked 2026-09-30
36
From the Phone Numbers page a number is assigned to a flow through its ellipses menu, Assign, by checking Voice Flow or SMS Flow, selecting the flow from the drop-down and clicking Save; a newly obtained number shows an empty Assigned To field.
Managing Zoom Contact Center phone numbers · Assigning numbers to flows · Checked 2026-09-30
37
The same phone number can be assigned as the entry point to one voice flow and one SMS flow.
Managing Zoom Contact Center phone numbers · Assigning numbers to flows, note · Checked 2026-09-30
38
The phone number types offered for Zoom Contact Center voice and SMS flows are virtual service numbers and toll-free numbers.
Managing Zoom Contact Center phone numbers · Obtaining phone numbers, number type · Checked 2026-09-30
39
Creating and managing Zoom Contact Center queues requires account owner or admin privilege, a Pro, Business or Education account, and a Zoom Contact Center license.
Managing Zoom Contact Center queues · Prerequisites · Checked 2026-09-30
40
A higher proficiency rating means the agent is better at that skill.
Managing agent routing profiles · Notes · Checked 2026-09-30
41
Proficiency-based skill categories support up to 25 proficiency levels.
Agent Selection Using Skills Based Routing · Skills and Skill Categories · Checked 2026-09-30
42
A queue is created from the Queues page by clicking Add Queue, entering a Name and optional Description, choosing a Channel of Voice, Video, Messaging, Email or Work Item, adding members under Agents with Add, and clicking Save.
Managing Zoom Contact Center queues · Creating a queue · Checked 2026-09-30
43
A queue is deleted from the Queues page through its ellipses menu, Delete, and on deletion the admin is notified which flows are using that queue.
Managing Zoom Contact Center queues · Deleting a queue · Checked 2026-09-30
44
Up to 2,000 users can be assigned to a single queue.
Changing Zoom Contact Center voice queue settings · General tab, Assigned Users, Agents · Checked 2026-09-30
45
A voice queue's inbound settings include a consumer routing profile selection and an agent routing profile selection, with an optional setting to route to the last engaged agent first and a maximum look-back period in minutes.
Changing Zoom Contact Center voice queue settings · General tab, Inbound Settings, consumer and agent routing · Checked 2026-09-30
46
In the web portal, Analytics & Reports, Contact Center tab, Real-time Analytics, My Agents shows each agent's current status, the queues they are a member of, whether they are opted in to each queue, and their open and closed engagement counts.
Viewing real-time agent information · Web portal path; columns · Checked 2026-09-30
47
On the Contact Center Users page, selecting a user's checkbox and clicking Remove revokes that user's Zoom Contact Center license.
Managing Zoom Contact Center users · Editing or removing users · Checked 2026-09-30
48
When a skill priority is marked Required in an agent routing profile, an agent must have that skill to receive the engagement; when it is not Required, the skill is preferred but not mandatory.
Agent Selection Using Skills Based Routing · Agent Routing Profiles, Required · Checked 2026-09-30
49
The Route To widget's destinations are Queue (all flows), Inbox (voice flows only), Flow, Agent, Outgoing Call (voice only) and Disconnect (voice flows only); the destination is chosen from the Route To drop-down on the widget's Settings tab.
Customizing the Route To widget · Steps 6-10; Route To options · Checked 2026-09-30
50
When routing to a queue, the Route To widget has an Overflow exit taken when the queue's max wait duration or max engagement limit is exceeded, and a Routing Failed exit taken when the routing attempt is unsuccessful.
Customizing the Route To widget · Exits · Checked 2026-09-30
51
In a voice flow the Send Media widget plays audio from Text To Speech or from the asset library, accepts up to 10 audio prompts played in sequence, and has the exits Next Step and Send Media Failed.
Customizing the Send Media widget · Voice channel settings, Audio media type · Checked 2026-09-30
52
The Set Skills widget, available in voice, video, web chat, in-app chat and SMS flows, assigns one or more skill entries to an engagement by Skill Category and Skills, each given by name or by variable, and has Success and Fail exits.
Customizing the Set Skills widget · Settings tab; Exits tab · Checked 2026-09-30
53
A skill is added to a category from the Skills page by clicking Add Skill in the category's row, entering a Skill Name and clicking Add.
Managing skills and skill categories · Adding skills · Checked 2026-09-30
54
A skill category is created under Contact Center, Skills by clicking Add Skill Category, entering a Skill Category Name, choosing a Skill Type, setting Max Proficiency Level for a proficiency-based type, and clicking Save and Add Skills.
Managing skills and skill categories · Creating skill categories · Checked 2026-09-30
55
A skill or skill category is deleted from the Skills page through its ellipses menu, Delete.
Managing skills and skill categories · Editing and deleting · Checked 2026-09-30
56
A skill category's Skill Type is either Text-based, for skills that do not require a proficiency level, or Proficiency-based, for skills that require a proficiency level.
Managing skills and skill categories · Creating skill categories, Skill Type · Checked 2026-09-30
57
Using a phone number as an SMS flow entry point requires a 10DLC campaign assigned to the number, and messaging is enabled on a number by checking its Messaging checkbox and assigning a campaign.
Adding entry points to a flow · Prerequisites, SMS flows · Checked 2026-09-30
58
The Start widget is added by default to every flow and cannot be removed; its Settings tab has Manage Entry Point and its Exit tab selects the widget a consumer goes to on entering the flow.
Customizing the Start widget · Steps 5-10; note · Checked 2026-09-30
59
Because a Draft flow's entry point is not active, a flow can only be exercised end to end by a real inbound contact after it has been published and given an entry point.inferred
Using version control for flows · Flow statuses, Draft · Checked 2026-09-30
60
An agent routing profile supports up to 10 time steps, each a set of routing criteria tied to how long the consumer has waited, so that criteria can start strict and relax over time.
Agent Selection Using Skills Based Routing · Time steps · Checked 2026-09-30
61
A user's Profile tab has a Queues section where Assigned Queues adds the user to queues as an agent or a supervisor.
Changing Zoom Contact Center user settings · Profile tab, Queues section · Checked 2026-09-30
62
A user's Channel Settings allow a maximum concurrent messaging engagements value of up to 20 and a maximum concurrent email engagements value of up to 100.
Changing Zoom Contact Center user settings · Profile tab, Channel Settings section · Checked 2026-09-30
63
Skills are assigned to an agent from the Skills section of the user's Profile tab by clicking Add Skill.
Changing Zoom Contact Center user settings · Profile tab, Skills section · Checked 2026-09-30
64
A voice queue's engagement distribution methods are Longest idle, Longest Idle while Ready, Longest idle for this queue, Sequential, Rotating, Simultaneous and Do Not Distribute.
Changing Zoom Contact Center voice queue settings · General tab, Inbound Settings, engagement distribution · Checked 2026-09-30
65
A voice queue's Max Wait Duration can be set up to 12 hours, and a Max Engagement in Queue value caps the number of waiting calls; exceeding either triggers the queue's overflow option.
Changing Zoom Contact Center voice queue settings · General tab, Inbound Settings, Max Engagement in Queue; Max Wait Duration; Overflow · Checked 2026-09-30
66
A voice queue's overflow options are: play a goodbye message then disconnect, leave a voicemail to a selected inbox, route to a queue on the same channel, route to a flow on the same channel, or transfer to an external number.
Changing Zoom Contact Center voice queue settings · General tab, Inbound Settings, Overflow · Checked 2026-09-30
67
A voice queue has a Wrap-up duration setting for the time between the end of a call and the next engagement being routed, a Wrap-up auto-close toggle, and a Short Abandon threshold.
Changing Zoom Contact Center voice queue settings · General tab, Inbound Settings, Wrap-up duration; Wrap-up auto-close; Short Abandon · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 30). Setting up Zoom Contact Center queues and flows. WarmTransfer. https://warmtransfer.net/guides/zoom-contact-center-setup

BibTeX

@misc{warmtransfer-zoom-contact-center-setup,
  title  = {Setting up Zoom Contact Center queues and flows},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/zoom-contact-center-setup},
  note   = {Verified 2026-09-30}
}