VX Agents

API directory · Customer Support

Zoom Contact Center Engagements & Queues

v1.0.0 · 15 endpoints · 0 connections · shared by vx.ai

For Zoom Contact Center supervisors: see which voice, chat and SMS engagements are open right now, replay an engagement's event timeline, survey answers, notes and recordings, tidy up agent notes and follow-up tasks, and compare queues on historical service-level and wait-time reports.

Connect this API to an AI agent Browse all specs

What you can do with Zoom Contact Center Engagements & Queues via MCP

Every endpoint below becomes a governed tool your AI agent (Claude, ChatGPT, or a customer-facing VX agent) can call — with scoped permissions, sandbox testing, and audit logs.

MethodPathOperationDescription
GET /contact_center/open_engagements listOpenEngagements List engagements that are in progress right now
GET /contact_center/engagements listEngagements List past engagements by date range, channel, queue or agent
GET /contact_center/engagements/{engagementId} getEngagement Get one engagement: channel, consumer, queue, agents, duration
GET /contact_center/engagements/{engagementId}/events getEngagementEvents Get the event timeline of an engagement (routing, transfers, holds)
GET /contact_center/engagements/{engagementId}/survey getEngagementSurvey Get the customer's survey answers for an engagement
GET /contact_center/engagements/{engagementId}/notes listEngagementNotes List the agent notes on an engagement
GET /contact_center/engagements/{engagementId}/notes/{noteId} getEngagementNote Get one engagement note
PATCH /contact_center/engagements/{engagementId}/notes/{noteId} updateEngagementNote Edit an engagement note
GET /contact_center/engagements/{engagementId}/follow_up_tasks listFollowUpTasks List follow-up tasks created from an engagement
PATCH /contact_center/engagements/{engagementId}/follow_up_tasks/{taskId} updateFollowUpTask Rewrite the text of a follow-up task
GET /contact_center/engagements/{engagementId}/recordings listEngagementRecordings List the recordings of an engagement
GET /contact_center/queues listQueues List contact center queues by channel
GET /contact_center/queues/{queueId} getQueue Get one queue's settings and channel
GET /contact_center/analytics/historical/queues/metrics listQueueReports Historical queue report: offered, answered, abandoned, wait and service level
GET /contact_center/dispositions listDispositions List dispositions (wrap-up outcomes) agents can pick

Authentication

zoom_oauth

OAuth 2.0

Scopes: contact_center:read:list_engagements:admin contact_center:read:engagement:admin contact_center:read:list_notes:admin contact_center:read:note:admin contact_center:update:note contact_center:read:list_follow_up_tasks:admin contact_center:update:follow_up_task contact_center:read:list_recordings:admin contact_center:read:list_queues:admin contact_center:read:queue:admin contact_center:read:queue_report:admin contact_center:read:list_dispositions:admin

Zoom OAuth 2.0 (authorization code) for an admin-managed Zoom app.

How to get a credential

  1. Sign in to the Zoom App Marketplace (https://marketplace.zoom.us) as a Zoom account admin and choose Develop > Build App > General App.
  2. Set it to Admin-managed (the read scopes below are :admin scopes), and add the VX Agents OAuth redirect URL shown on the credential form.
  3. Under Scopes, add the Contact Center scopes in the table below.
  4. Copy the Client ID and Client Secret into a VX Agents OAuth2 credential and sign in with an admin of an account that has a Zoom Contact Center license.

Permissions used

Scope Operations
contact_center:read:list_engagements:admin listOpenEngagements, listEngagements
contact_center:read:engagement:admin getEngagement, getEngagementEvents, getEngagementSurvey
contact_center:read:list_notes:admin, contact_center:read:note:admin listEngagementNotes, getEngagementNote
contact_center:update:note updateEngagementNote
contact_center:read:list_follow_up_tasks:admin, contact_center:update:follow_up_task listFollowUpTasks, updateFollowUpTask
contact_center:read:list_recordings:admin listEngagementRecordings
contact_center:read:list_queues:admin, contact_center:read:queue:admin listQueues, getQueue
contact_center:read:queue_report:admin listQueueReports
contact_center:read:list_dispositions:admin listDispositions

Common errors

Status Meaning Fix
401 Token expired or revoked Reconnect the credential; access tokens last one hour and are refreshed automatically.
403 Scope missing, or no Contact Center license Add the scope above and reconnect; the account needs Zoom Contact Center.
404 Engagement, note, task or queue not found Use ids from the list operations; engagements older than the report window are not returned.
400 Bad field to is required with from, in the same format; the queue report needs channel.
429 Rate limit Wait and retry; report APIs are Heavy-limit.

Store it as a VX Agents OAuth2 credential.

Usage guide

Setup

  • Credential: Zoom OAuth2 from an admin-managed General App with the Contact Center scopes in the authentication notes; sign in as an admin of an account with Zoom Contact Center.
  • Worth pinning: the queue_id values you supervise (from listQueues), your timezone (e.g. America/New_York) and, if your account uses divisions, the X-Zoom-Division-Id header.

Review the queue and an engagement

  1. listOpenEngagements (filter by queue_id, channel, agent_id, status) shows what is waiting or in progress now.
  2. listEngagements with from/to (and optionally queue_id, channel, direction, user_id) lists past engagements; page with next_page_token.
  3. For one engagement, call getEngagement, then getEngagementEvents for the routing timeline (queued, answered, transferred, held, ended).
  4. Read what the customer said with getEngagementSurvey, what agents wrote with listEngagementNotes / getEngagementNote, and find calls to replay with listEngagementRecordings.
  5. Check pending work with listFollowUpTasks.
  6. Corrections: updateEngagementNote (new note text) or updateFollowUpTask (new content). Show the user the new text and get a yes first: these change the customer record agents see.
  7. Queue health: listQueueReports with channel (required: voice, video, messaging or email) plus from/to, queue_ids and interval (15_minutes to 1_month); getQueue for one queue's settings; listDispositions to translate wrap-up codes.

Good to know

  • from/to: yyyy-MM-dd or yyyy-MM-dd'T'HH:mm:ss'Z'; to is required with from and must use the same format. Recordings return one month at most per call (default: last 30 days).
  • Use channel (single value); the older channel_types parameter is deprecated and ignored when channel is sent.
  • Engagement ids come from the list calls; notes and tasks must belong to the engagement in the path.
  • Report endpoints are Heavy rate-limited: avoid tight polling loops.

Source: Zoom Contact Center API reference (https://developers.zoom.us/docs/api/contact-center/), checked 2026-10-24.

How to use this spec

  1. Create a free VX Agents account (sandbox tools included).
  2. Open the marketplace and connect “Zoom Contact Center Engagements & Queues” to an agent.
  3. Expose it as an MCP server for Claude/ChatGPT, or chat with it directly.

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