Contact Centers

Zoom Phone users with Admin role ONLY can add a university-approved audio content to the asset library. You can upload up to 1,000 audio files and the size of each file must be less than 10MB. To add an audio file to the Asset Library:
Overview The Subscription Center allows Call Queue admins to schedule Zoom Phone Call Queue Historical reports to be emailed to them daily, weekly, or monthly. 
Content Overview Log in Headset Setup Launch the CCP Manage your Status Accept Incoming Calls End Calls Make Outbound Calls
Content Overview Log in Dashboard Manage Agents Reporting
Zoom Phone Power Pack is an enhanced license that offers Call queue Real-time analytics & Historical reports, and provides access to the User Performance reports.
Overview The Contact Center metrics dashboard provides data on the calls made to the university contact centers. Each contact center is able to see their metrics and filter information by selected call queues. Training Session Recording
Amazon Connect Contact Lens provides contact center analytics and quality management capabilities that enable you to monitor, measure, and continuously improve contact quality and agent performance. It helps improve your agent productivity, customer experience and manager insights. With Contact lens, you can: Search for contacts Transcribe customer conversations Analyze conversations using conversational analytics Evaluate agent performance to identify coaching opportunities
Overview From Amazon Connect Dashboard tab you can view the stats of all queues.
Content Add Agent Edit Agent Role Remove Agent Change Agent Status Silent Monitoring and Barge Add Agent
Content Add New Add to Queue Add New Quick Connect Log in to Amazon Connect. On the navigation menu, choose Routing> Quick connects. ​