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Zoom Contact Center integration

Updated

Plans and permissions:

  • Connect or disconnect Zoom Contact Center: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
  • Import team members from Zoom Contact Center: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people

Use the Zoom Contact Center (ZCC) integration to bring your team’s live ZCC states into Assembled for real-time adherence, and your ZCC contacts in for forecasting and reporting. Assembled connects to Zoom with OAuth.

To connect it, go to Configure > Third-party integrations, select Available, and find Zoom Contact Center.

How the Zoom Contact Center integration works

  • Agent states sync about every 30 seconds.
  • Contacts sync every 10 minutes. Assembled reads voice, messaging, and video engagements from ZCC.
  • Channels come from each engagement’s channel in ZCC, as in the table below.
ZCC channel Assembled channel
voice Phone
chat, in_app_chat, web_chat Chat
sms SMS
facebook_messenger, whatsapp Social
Video channels, and any other channel Phone

To split ZCC contacts into queues, create queue rules in Configure > Queues and exclusions. For ZCC, rules can match on Queue name, Flow name, Queue wait type, or Direction. See Queues and exclusions.

Connect Zoom Contact Center

  1. Go to Configure > Third-party integrations and select Available.
  2. Enter Zoom in Search integrations.
  3. On the Zoom Contact Center card, select Add. Zoom opens in a new page.
  4. Sign in to Zoom and authorize Assembled.

The Available tab on Third-party integrations filtered by the search Zoom, showing the Zoom Contact Center card and its Add button

When you return to Assembled, the Zoom Contact Center card moves to In use, with a Connected tag, when it was authorized, and a sync line for each kind of data.

To check that agent states are coming in, go to Monitor > Real-time agent analysis. Team members in ZCC should show their current state and adherence. See Real-time agent analysis.

The Real-time agent analysis page listing team members with their schedule adherence, source, state, state duration, and scheduled activity

To add your team from ZCC to Assembled, go to Manage team > People management and select Add people > Import from Zoom Contact Center. See People management.

Disconnect Zoom Contact Center

To stop bringing ZCC data into Assembled, disconnect the integration in Assembled or remove the Assembled app in Zoom. Either way, all ZCC syncs stop.

From Assembled

  1. Go to Configure > Third-party integrations and select Connected.
  2. On the Zoom Contact Center card, open the Edit integration menu and select Disable integration.
  3. Confirm that you want to disable the integration.

From your Zoom account

  1. Sign in to Zoom and go to the Zoom App Marketplace.
  2. Select Manage > Added Apps, or search for the Assembled app.
  3. Select the Assembled app, then select Remove.

When you remove the app, Zoom tells Assembled, and Assembled removes the Zoom Contact Center connection.

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