I’m experiencing an issue with engagement event handling for my Zoom app when used in the call center context.
I want agents to be able to open my app via the App tab in the Zoom client, pop it out into a separate window before taking calls, and have that window persist and receive engagement events across multiple calls throughout their shift.
Currently when I pop out the app into a new window before an engagement/call starts, the app does not receive any engagement events once calls begin. The app only seems to receive events properly if it’s opened and authenticated after an engagement is already in progress.
Having agents open and authenticate into the app after the engagement starts creates a poor user experience. Agents need the app to be:
- Pre-opened before their shift begins
- Persistent across multiple calls
- Ready to receive engagement events immediately when a call comes in
Questions:
- Is there a known limitation with popped-out app windows receiving engagement events?
- Are there specific initialization steps or event subscriptions needed when the app is opened before engagements begin?
- What's the recommended approach for persistent agent-facing apps in a call center context?
Any guidance would be greatly appreciated!