Viewing the Zoom Contact Center flow chart report
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Zoom Contact Center admins can use the historical flow chart report to make effective data-driven decisions by viewing voice flow metrics in various chart formats like bar and line charts. For definitions of metrics tracked in the flow chart report, see the voice/video metrics glossary. You can also view the flow detail report to see metrics presented in a table format.
You can also access analytics using the desktop client and subscribe to email report notifications.
This article covers:
Prerequisites for viewing historical flow chart reports
- Account owner or admin privileges; or relevant role/privilege
- Pro, Business, or Education account
- Zoom Contact Center license
How to view the historical flow chart report
Note: For more information on metrics included in the flow chart report, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.
- Sign in to the Zoom web portal.
- In the navigation menu, click Analytics & Reports.
- In the Historical Reports section, click Flow Chart Report.
- Specify the time period at the top of the page.
You will see the following data in the Voice tab:- All Flows: Displays the overall journey for all engagements in the selected channel. Click the drop-down menu to change the channel. This chart contains the following parts. Hover over these parts to view details on the journey:
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Blue bar: Hover over to view the total number of inbound engagements to flows.
- Blue path: Hover over to view the number and percentage of engagements for each flow.
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Blue bar next to each flow: Hover over to view the number of engagements for each flow.
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Blue path to the right of each flow: Hover over to view the number and percentage of flow engagements in a specific engagement result; for example, completed or abandoned.
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Purple, orange, or green bars: Hover over to view the number of total engagements in each engagement result; for example, completed or abandoned.
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- All Flows: Displays the overall journey for all engagements in the selected channel. Click the drop-down menu to change the channel. This chart contains the following parts. Hover over these parts to view details on the journey:
How to customize the historical flow chart report
Notes:
- You select a date range of up to 2 years for historical reports.
- For more information on metrics included in the flow chart report, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.
- Sign in to the Zoom web portal as a call queue member or admin.
- In the navigation menu, click Analytics & Reports.
- In the Historical Reports section, click Flow Chart Report.
- Use the following options to filter or customize the data:
- Specify the time period at the top of the page.
- Select a direction in the Direction drop-down menu to only display inbound or outbound calls.
- Search field: Enter keywords to search through closed engagements.
- Select a queue using the Queue drop-down menu at the top to only view data from a specific queue.
- Click the expand icon to maximize any graph.
- Click Export to export data to a CSV file.
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