Update for Zoom Contact Center

New or enhanced feature

Admin features

Manual assignment for messaging engagements in Do Not Distribute queues

• Account owners and admins can configure queue distribution settings to Do Not Distribute so they can enable supervisors and agents to manually assign messaging engagements within the queues. Supervisors can assign engagements to themselves or other agents within the queue, while agents within the queue can only assign engagements to themselves. Engagement assignment adheres to queue membership, and agent status restrictions. Supervisor assignment adheres to agent capacity limits, while agent self-assignment ignores their own capacity limits. This feature allows teams to implement manual workflows for messaging channels, enhancing efficiency and customer experience. This feature must be enabled by Zoom.