--0000000000009a7c04064ab95df1 Content-Type: text/plain; charset="UTF-8" Hi GMs and RDOs, Bryan and I are fully aware that the current skill and proficiency-based routing in Zoom Contact Center is not functioning as expected, and I understand the frustration this causes for your teams. Here is the current status of the situation: While calls are still flowing through the system successfully, the specific "proficiency setup" we use to filter those calls is currently being bypassed. This is why you may notice calls not reaching your primary and secondary LHAs. Our team has reached out to Zoom and is currently testing internal configuration changes within the call flow itself. We believe this is a straightforward fix, but we are conducting thorough testing before deployment to ensure it resolves the issue permanently. We have asked all LHAs to hang tight and remain available for incoming client calls. Despite the routing errors, it is critical that we continue to pick up for our clients while we stabilize the backend. I will report back as soon as the fix is confirmed and the routing returns to the standard proficiency model. Thank you for your patience. Best regards, Matt Matthew Albano Director of Inside Sales matthew.albano@thekey.com Mobile: (781) 710-0688 Office: (603) 884-9574 https://thekey.com *We value your feedback. Please leave us a Google review* --0000000000009a7c04064ab95df1 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi GMs and RDOs, Bryan and I = are fully aware that the current skill and proficiency-based routing in Zoo= m Contact Center is not functioning as expected, and I understand the frust= ration this causes for your teams. Here is the current status of the= situation: While calls are still flowing through the system success= fully, the specific "proficiency setup" we use to filter those ca= lls is currently being bypassed. This is why you may notice calls not reach= ing your primary and secondary LHAs. Our team has reached out to Zoom and i= s currently testing internal configuration changes within the call flow its= elf. We believe this is a straightforward fix, but we are conducting tho