Viewing the Zoom Contact Center flow chart report

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:

• How to view the historical flow chart report
• How to customize the historical flow chart report

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 information on metrics included in the flow chart report, see the Zoom Contact Center metrics glossary.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. In the Historical Reports section, click Flow Chart Report.
4. 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:

     1. Blue bar: Hover over to view the total number of inbound engagements to flows.

     2. Blue path: Hover over to view the number and percentage of engagements for each flow.

     3. Blue bar next to each flow: Hover over to view the number of engagements for each flow.

     4. 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.

     5. Purple, orange, or green bars: Hover over to view the number of total engagements in each engagement result; for example, completed or abandoned.

   • Inbound Engagement Skills Composition: Displays which skill categories and associated skills were matched to the inbound engagement based on the rules of the agent routing profile in the queue. This chart only displays up to 5 skill categories with the most significant percentage.
     • Hover over a portion of the chart to view counts and percentages.
     • Click the drop-down menu to filter data by channel.
   • Inbound Engagement Skills Distribution: A bubble chart showing up to 10 skills plotted against the associated engagements' average waiting duration and average handling duration. The size of each bubble depends on the total number of associated engagements. The position of each bubble depends on the average waiting duration (Y-axis) and average handling duration (X-axis). For example, a skill with a relatively large number of engagements and low average waiting and handling duration will appear as a large bubble in the bottom-left corner.
     • Hover over a bubble to view details on the metrics for that skill.
     • Click the drop-down menu to filter data by channel.

How to customize the historical flow chart report

Notes:

• You select a date range of up to 2 years for historical reports.
• For information on metrics included in the flow chart report, see the Zoom Contact Center metrics glossary.

1. Sign in to the Zoom web portal as a call queue member or admin.
2. In the navigation menu, click Analytics & Reports.
3. In the Historical Reports section, click Flow Chart Report.
4. 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.