Issue: 

I want to transfer a live engagement to another Zoom Contact Center (ZCC) Queue and want to ensure the engagement follows the designated workflow (Flow) for that Queue.

Queue vs. Flow in Zoom Contact Center

  • Queue: A Queue is a holding area where customer engagements (like calls or chats) wait to be answered by an available agent. It controls who gets the engagement based on skills, availability, and routing rules.
  • Flow: A Flow is the logic engine that determines how an engagement is handled before reaching the queue. It can include menus, prompts, business hours checks, conditional routing, and more.

Why it matters: If you transfer directly to a Queue, you skip all the logic defined in the Flow, which may result in customers bypassing business hour checks, language selection, or routing rules.
Always transfer to the Flow associated with the Queue to ensure proper handling.

Solution:

These steps detail the process for transferring an engagement to a another ZCC Queue using their Flow:

  1. Select the Transfer button 
  2. Select the Flow option and select the desired ZCC Queue's Flow
  3. Select the Transfer button 


    Imager showing buttons for transferring a ZCC Engagement to a specific Flow

  4. Select the Direct Transfer option and then select Transfer


List of WSU ZCC Flows:

  • CSD | Prod Visual Verification - For all Video calls to Crimson Service Desk main Video Entry Point.
  • CSD | Prod Voice - For all Voice calls to Crimson Service Desk main phone line.
  • Global Campus - ATS - Technical support questions about Canvas or from Global Campus students and faculty.
  • Global Campus - Student Services - Global Campus advising, and other general Global Campus questions.
  • Global Campus - Main Flow - Global Campus main phone tree.
  • Global Campus - Admissions - Global Campus admissions.
  • Global Campus - Registration - Questions and requests related to Global Campus registration and enrollment, MyWSU, or Grades.
  • PIAT - Main Flow - Pullman Integrated Academic Technology main phone tree.
  • PIAT - System Technical - For high priority Pullman Integrated Academic Technology phone calls from system technicians.
  • WSU Switchboard - Main switchboard intake line, available agents from CSD and PIAT will take these calls.


Need Help? You can submit a ticket from our Jira service desk: WSU Zoom Service Desk