# Agents and consumers

Study notes. Not vendor documentation and not legal advice.

- The Contact Center developer page separates agents from consumers.
- Agents are internal users: support, sales, or specialists.
- Consumers are external users who contact the business.
- Channels named there are voice, video, and chat.
- The product page that opened is titled Zoom Contact Center.

Label four boxes: consumer, voice or video or chat, Contact Center, agent. Draw the arrow from the consumer toward the agent. Do not draw a second arrow called transferred until you have a flow page that defines transfer.