How do I integrate with ZoomCC
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Enables the Integrations menu and the ZoomCC integration tile |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to authenticate, configure, and manage the ZoomCC integration
ZoomCC Requirements
To set up the ZoomCC integration, the following is required:
A valid ZoomCC account with relevant conversations (calls, emails, chats or whichever channels your business uses).
A valid Zoom CC administrator account.
The users in your Zoom account should correspond to the users you have set up in evaluagent.
Setup
Go to Conversations > Integrations > Platforms tab > select ZoomCC.
Step 1: Authentication
You'll be directed automatically into Zoom to log in and authorise the integration with evaluagent.
Review the required permissions and click Allow to complete the set up.
Step 2: Configure
Once you've completed authentication, you'll be directed to the configuration screen.
Part 1: Choose how much information will be fetched into evaluagent. You have 2 main options:
Only fetch the call reference and any associated metadata.
(Recommended) Fetch the full conversation metadata and call recording. By choosing the second option, you'll be able to access a copy of the complete information of all interactions between the customer and agent(s) as an integral part of the evaluation process.
Part 2: Choose how you want multi-agent or multi-response emails and chats to be treated. You have 3 main options:
Split multi-response conversations into individual responses for QA.
Split multi-response, multi-agent conversations by the various agents that handled the conversation.
Assign a conversation to the last agent who managed it and resolved the query/inquiry.
Part 3: Decide how long evaluated and non-evaluated conversations remain available in evaluagent. Any conversations older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.
On clicking Start fetching tickets, evaluagent will start fetching conversations regularly (typically hourly).
FAQs
How long is conversation data (emails, chats, calls) stored for?
You can decide how long imported calls are stored on the Config tab of the integration. You can set this for evaluated and unevaluated calls.