Zoom Project plan
User documentation
09/23/2024
sep 20 after call with lenny and steph:
Based on their feedback, it seems likely that SNA will transition to Zoom. They have a few feature requests that they would like to confirm if we can provide, as these are not currently available with Worldvue
(note that the account name was not mentioned during the demo):
- Video and screen recording options
- Visual indicator for exceeding target handling time (e.g., changing the font color of the AHT)
- Auto-answer for calls
- Whisper feature (a line whisper indicating the property the call is from as soon as the call is answered)
- Outage IVR Manager (text-to-speech functionality)
- Random call surveys
- Ring-back for holds (when the threshold is reached)
- Meeting setup for tech dispatches
- Auditor mode (similar to Mitel)
- Report saving (to avoid setting filters/queries every time)
as per sir Rain:
- once lenny gives his go signal, then we will schedule a meeting with Zoom for the "Bring Your Own Carrier" feature.
- we'll have to setup the BYOC and failover.
- Once it's done, then we can run tests
- Then we can go live
sir tony sent email to zoom asking if features requested by SNA will be possible from zoom, awaiting response
>>10/17- This is the response for Zoom features:
-
Video and Screen Recording Options:
- Availability: Zoom Contact Center supports both video and screen recording options during interactions. This functionality can be enabled for agents to capture their screens and video during calls, meeting SNA’s requirements for quality assurance and training purposes.
Yes (Available)
- Visual Indicator for Exceeding Target Handling Time:
- Availability: Zoom allows customization of agent interfaces and can include visual indicators, such as changing font colors when certain thresholds (like AHT) are exceeded. This can be set up within the analytics and performance monitoring tools.
Available on Supervisor Dashboard
- Whisper Feature (Property Information on Call Answer):
- Availability: The whisper feature is supported and can be configured to provide agents with call-specific information (such as the property source) as soon as a call is answered, helping them immediately orient to the context of the interaction.
Available and includes Auto Answer
- Outage IVR Manager:
- Availability: Zoom Contact Center includes advanced IVR capabilities, including text-to-speech options. This feature can be utilized to create outage notifications or other automated messages within the IVR flow, enhancing the customer experience during service disruptions.
Available
- Ring-Back for Holds (Alerting Agents When Hold Threshold is Reached):
- Availability: While Zoom can provide alerts when hold times exceed a threshold, an audible ring-back feature directly to agents can be configured using custom notifications and agent prompts to re-engage with callers promptly.
Not Available
- Use Zoom to Schedule Meetings Between Agents and Remote Technicians:
- Availability: Zoom’s integrated scheduling and meeting functions allow agents to easily set up and manage meetings with remote technicians directly from the contact center interface, streamlining coordination and response times.
Available but integration with Outlook and HR Scheduling system is a hard requirement.
- ACD Auditor (Playback ACD Activity Similar to Mitel Auditor Mode):
- Availability: Zoom offers playback and detailed audit capabilities for ACD activity through its call monitoring and analytics suite. This feature allows supervisors to review agent activity, call flows, and other critical details to ensure compliance and efficiency.
Available
The tracker under tab-zoom has list of tasks after lennys approval