Zoom Technical Library

Your go-to resource for advanced technical guides, in-depth knowledge, and practical tips for all things Zoom!

Zoom Technical Library
Filters apply upon selection
Filters apply upon selection
Explainer
QM Explainer

QM Explainer

A glimpse into the AI-powered Zoom Contact Center add-on that’s designed to improve a contact center’s operations, agent performance, and consumer satisfaction.

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Explainer
WFM Explainer

WFM Explainer

An overview of the Zoom Contact Center add-on, which simplifies forecasting and scheduling, and explains key concepts for both admin and user experiences.

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Solution Guide
Working With Different Languages in Quality Management

Working With Different Languages in Quality Management

Zoom Quality Management (QM) uses various features for insights into interactions. These include speech analytics, topics, indicator matching and summary generation. Translation between supported languages occurs at different stages. Understanding this flow is crucial for a successful multilingual QM deployment.

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Solution Guide
Workforce Management Activity to Status Mapping

Workforce Management Activity to Status Mapping

Adherence is a key metric in Workforce Management (WFM). It measures the gap between scheduled and actual agent activities. A common issue is misalignment between WFM adherence and agent actions in Zoom Contact Center (ZCC). Let's examine how WFM matches ZCC data to scheduled activities.

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Architecture Document
PCI Compliance in Zoom Contact Center

PCI Compliance in Zoom Contact Center

We will take a look at how Zoom and PCI Pal work together behind the scenes to enable customers to achieve PCI compliance in Zoom Contact Center. Learn how Zoom and PCI Pal work together behind the scenes to enable customers to achieve PCI compliance in Zoom Contact Center, allowing agents to take secure payments while protecting Card Holder Data.

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Solution Guide
Time of Day / Operating Hours Routing

Time of Day / Operating Hours Routing

In this guide, we will walk through a standard deployment of time of day routing, also known as Operating Hours routing.  This is commonly used in Contact Center environments that have open and closed hours, for example staffing the contact center from 8a-8p Monday - Friday.

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Solution Guide
Agent Desktop Deployment Options

Agent Desktop Deployment Options

This guide covers the various agent desktop deployment options that can be used for Zoom Contact Center (ZCC). Whether you need a simple integration with your CRM, a custom web application embedded in the agent desktop, or advanced event-driven integrations using Flow Events or API Webhooks, ZCC has the flexibilty to support customer needs. 

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Solution Guide
WhatsApp for Business

WhatsApp for Business Messaging Integration for Zoom Contact Center

Customer communication today spans multiple platforms, including messaging apps, email, and social media. In order to provide effective support, businesses must be available on the channels their customers prefer. This guide covers how businesses are able to leverage WhatsApp's vast user base while utilizing Zoom's robust contact center capabilities.

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Introducing the Zoom Technical Library!

The Zoom Technical Library is your destination for advanced Zoom product documentation and processes! We understand there are many settings, switches, and knobs available across our platform, and we want to support Zoom Platform Admins with the best resources we can, so we’ve created this library with systems admins and technical folks in mind. Below is a sneak peek at the types of resources you can expect to see added over time:

  • Solution Guides
    Solution Guides

    A step-by-step tutorial for completing a specific technical goal or process within a Zoom application, like setting up a call queue with skill-based routing. You can expect to see a lot of these in the coming months.

  • Bluepapers
    Bluepapers

    As a nod to Zoom’s favorite color, a “Bluepaper” is the more detailed and comprehensive version of a whitepaper. Bluepapers delve deeper into a Zoom product line or service, providing in-depth overviews and summaries of core topics that matter to your organization.

  • Field Guides
    Field Guides

    Field Guides act as navigation tools and deployment guides for Zoom products and features. Unlike Solutions Guides, which focus on how to perform specific tasks within a product, Field Guides focus on large-scale product deployments such as deploying the Zoom Phone Local Survivability Module. In these documents, you can expect step-by-step instructions, tips, and best practices to enhance and simplify your organization’s deployment experience.

  • Explainers
    Explainers

    These easy-to-scan documents are designed to simplify Zoom's products and help you understand concepts faster by blending elements of an FAQ and a whitepaper. Products are broken down into technical concepts with concise summaries in the headers and detailed explanations in the body, enabling you to skim the document header-to-header for a quick understanding.

The Library currently focuses on Zoom Contact Center content, and our goal is to expand the library to cover additional Zoom products in the near future. So, whether you're a seasoned Zoom admin or just getting started, there will be something for everyone here. Feel free to bookmark the page and stay tuned for updates as we expand our offerings and grow into this space!