Zoom Contact Center: Skills-Based Routing Walkthrough

[@BigFun247x2]

When the call is presented to the agent, how does the agent know it is a Spanish or Tagalog language caller?

[@toddtalk1775]

For this example, there would be no indication that the caller is Spanish speaking. You’d have to pass the call to a Queue with Spanish in its name. The agent would see that Queue name and know the caller speaks Spanish. Hope that helps!

[@BigFun247x2]

@@toddtalk1775 I’m new to ZCX but that is what I thought, I was hoping there was some other ‘tip’. I’ve done similar routing and what I’ve found is that it presents itself as the queue it’s targeted for (ie Customer Service) but in the engagement details you can see the tagged skill being “Spanish” (scroll down). I may attempt a script to pop that info. This would save a building a numerous amount of queues to simply alert the agent of the type of call.