Viewing usage reports for phone users and call queues Follow

Overview

Zoom Phone usage reports allow you to view usage data for call queues or phone users in a specified time period. You can export up to 100,000 call records in a CSV file. You can also subscribe to email notifications for these reports.

For more in-depth statistics for call queues, use the call queue real-time analytics and historical dashboard.

This article covers:

Prerequisites

  • Business, or Education account
  • Account owner or admin privileges
  • Zoom Phone license

Viewing the usage report

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Reports.
  3. Click Phone System.
  4. Use the following options to filter data:
    • Specify the time period at the top of the page.
    • Click the By Call Queues or By Users tab to filter data by call queue or phone user.
    • Enter the name or extension, then click Filter to filter data by a specific call queue or phone user. Make sure you select the correct tab before searching for a call queue or phone user.
    • If you enabled multiple sites, use the Site drop-down menu to filter search results by site.
  5. Click Search. (Optional) Click Export to export your search results as a CSV file.
    You will see the following columns and usage metrics:

Note: The metrics only cover the 1-month time period you specified. For example, the Total Call Time metric only covers the total time spent on calls during the specified time period.

Call queue

  • Name: Display name of the call queue.
  • Ext: Extension number of the call queue.
  • Received: Number of inbound calls received by the call queue, including missed calls.
  • Answered: Number of calls answered by a call queue member.
  • Overflow: Number of calls not answered by a call queue member (call was routed based on call queue overflow settings).
  • Avg. Wait Time: Average time callers spend waiting to connect to a call queue member.
  • Site (only visible if you enabled multiple sites): Associated site of the call queue.

Phone user

Note: Click the gear button in the top-right corner of the table to select which metrics to display.

  • Name: Profile name and email of the phone user.
  • Ext: Extension number of the phone user.
  • Total calls: Total calls made and received, including missed and forwarded calls.
  • Outgoing: Number of outbound calls made by the phone user.
  • Received: Number of inbound calls received by the phone user, including missed calls.
  • Forwarded to Voicemail: Number of calls forwarded to the user's own voicemail. Does not include calls forwarded to shared voicemail inboxes accessible by the phone user.
  • Missed: Number of inbound calls missed or forwarded to voicemail during business hours.
  • Avg Call Time: Average time (minutes and seconds) spent on calls.
  • Total Call Time: The total time (minutes and seconds) spent on calls.
  • Total Hold Time: The total time (minutes and seconds) where calls were placed on hold by the phone user. 
  • Total Parked Time: The total time (minutes and seconds) where calls were parked by the phone user.
  • Site (only visible if you have multiple sites): Associated site of the phone user.

Viewing the usage report to verify charges

You can view a usage report with all calls that were charged. You can use this information to verify calling charges on your bill.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Reports.
  3. Click Phone System.
  4. Click the Charge tab.
  5. Below the Charge tab, select Calls or SMS/MMS.
  6. Specify the time period at the top of the page. Make sure the period matches your billing cycle.
  7. Click Search.
  8. Click Export to export data as a CSV file.
    You will see the following data:
    • From: The phone number of the originating caller or SMS sender.
    • To: The phone number that received the call or SMS message.
    • Call Type: Displays if the call or SMS message is local or international based on the area codes of the two participants.
    • Start Time: The time that the call was connected.
    • Duration (Minutes): The phone call duration rounded up to the nearest minute.
    • Billing Number: The phone number that was billed for the call or SMS.
    • Total: The total charges for the call. This is calculated using the Rate multiplied by the Duration (minutes).
      Note: The duration is rounded up to the nearest minute.
    • Rate: The billing rate charged for the call (per minute).
  9. Calculate the sum of all values in the Total column.
  10. Verify that the sum matches the value reported on your bill.