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Zoom Support Maintenance: 9/18/2021

Date and time: 9/18/2021 at 1PM PST for 10 hrs 30 min

We will be performing routine maintenance for Zoom Support. During this time, users may experience system delays or longer than expected wait times when contacting Zoom Support via phone, chat or web submission. All other request methods, based on your plan, will be available during this time. Please refer to https://support.zoom.us/hc/articles/201362003 for available contact options.

Affected components: Zoom Support Center

Call queue real-time analytics and historical dashboard Follow

Zoom Phone customers use the call queue feature to handle calls for various departments such as sales, support, and service. Call queue admins and members can use the call queue real-time analytics and historical dashboard to make effective data-driven decisions. The call queue real-time analytics and historical dashboard is part of the Power Pack add-on, which also includes the Desktop Power User experience. You can also subscribe to email notifications for historical reports.

This article covers:

Prerequisites for the call queue real-time analytics and historical dashboard

Notes:

  • Users that don't meet the prerequisites will still see Reports or Analytics & Reports in the navigation menu, but will not be able to access the call queue analytics and historical dashboard.
  • The call queue real-time analytics and historical dashboard is separate from the Reports page and the regular Zoom Phone Dashboard

Accessing and customizing the real-time analytics dashboard or wallboard

The call queue real-time analytics dashboard provides critical details like service level, average call handling times, call volume counts, average/longest wait time, completed/abandoned/missed call counts, and more with the ability to drill down further into specific sites, call queues, and agents.

The wallboard provides a fully customizable version of the real-time analytics dashboard. You can select which KPIs are display, customize the position of each widget, and determine thresholds. The wallboard URL is a permalink that lasts for 8 hours.

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation panel, click Analytics & Reports.
  3. Click Call Queue Real-time Analytics. If you want to view the wallboard, click Wallboard in the top-right corner.
  4. Use the following options to filter or customize the data:
    • Select the site and call queue using the drop-down menus at the top to only view data from a specific site or call queue.
    • Click Select KPIs in the top-right corner to add additional data columns.
    • Click the ellipses icon in the top-right corner of certain widgets to apply thresholds or customize which statistics are displayed.
    • For the wallboard, hover over the top-left corner of which widget, then drag and drop to customize the position of each widget.

Accessing and customizing the historical chart report

The call queue historical chart report provides values and trendlines on service levels, call handling and wait times, call volume, queue statistics, and more. You select a date range of up to 2 years for historical reports.

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation menu, click Analytics & Reports.
  3. Click Call Queue Historical Reports.
  4. Use the following options to filter or customize the data:
    • Select the site and call queue using the drop-down menus at the top to only view data from a specific site or call queue.
    • Click the expand icon to maximize any graph.
    • Click Export to export data to a CSV file.
    • Click the ellipses icon in the top-right corner of certain widgets to apply thresholds or customize which statistics are displayed.

Accessing and customizing the historical detailed report

The call queue historical detailed report provides queue statistics broken down for each inbound call.

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation menu, click Analytics & Reports.
  3. Click Call Queue Historical Reports.
  4. Click the Detail Report tab.
  5. Use the following options to customize the data or view more details:
    • Select the site and call queue using the drop-down menus at the top to only view data from a specific site or call queue.
    • Click Export to export data to a CSV file.
    • Click Details in the last column to view more details about the call; for example, the members that the call queue tried to reach.

Applying thresholds for Service Level and inbound call statistics

You can apply custom thresholds and associated colors to the Service Level and inbound call statistics so that you can easily gauge how well the call queue is operating.

For example, you can set a Critical threshold of 20% and set the associated color to red. If the Service Level falls below 20%, the statistic will appear red in the real-time and historical analytics dashboard.

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation menu, click Analytics & Reports.
  3. Click Call Queue Real-time Analytics or Call Queue Historical Reports.
    Note: You can also apply thresholds for the wallboard.
  4. In the Service Level or Inbound Calls widgets, click the ellipses icon in the top-right corner.
  5. If you're applying thresholds for the historical dashboard, click the Threshold tab.
  6. Enter a value for the Warning and Critical fields.
  7. Click the box next to the fields to open a color picker, then select an associated color for the threshold. 

Statistics glossary

Use the following list for explanations of the statistics available in the real-time and historical dashboard.

Notes:

  • The real-time analytics dashboard only includes statistics for the current day.
  • Call queue statistics only cover inbound calls to the call queue. Outbound calls that use the call queue’s direct numbers are not included in the statistics.

Call statistics

  • Abandoned Calls (number and percentage): Calls that were ended by the caller while waiting in the queue.
  • Active Calls: The number of calls that were routed by the call queue and are currently active with a call queue member.
  • Average Call Handling Time: The sum of the talk, hold, and wrap-up times, divided by the number of calls. Displayed in minutes and seconds.
  • Average Call Waiting Time: The average time callers spend waiting in the queue. Displayed in minutes and seconds.
  • Completed Calls (number and percentage): Calls that were handled and completed by the queue members.
  • Forwarded to Voicemail (number and percentage): Calls that were forwarded to the call queue’s voicemail.
  • Held Calls: The number of calls placed on hold.
  • Inbound Calls: Number of inbound calls to the call queue.
  • Longest Call Waiting Time: The longest time that a caller spent waiting in the queue. Displayed in minutes and seconds.
  • Service Level: The percentage of calls answered within the threshold time (default is 30 seconds). The real-time analytics dashboard will display No Calls during the call queue's closed hours (when there's no inbound calls). The Service Level is calculated as all calls received in less than 30 seconds divided by all calls answered or completed by the queue members. 
  • Missed Calls (number and percentage): Inbound queue calls that notified available queue members but were not answered.
  • Waiting Calls: The number of calls that haven’t been answered and are waiting in the queue.

Member availability statistics

Only admins can view the following statistics in the real-time dashboard:

  • Active Call: Members in calls that were routed by the call queue.
  • Available: The total number of members who are available to receive call notifications from the call queue. This statistic is not based on presence status. This statistic is calculated using the following:
    • Queue members currently operating during their business hours
      Note: Call queue admins can control if members can set their own business hours.
    • Minus number of members in an active or held call
    • Minus number of members that have opted out of receiving calls from the selected call queue
    • Minus number of members in the wrap-up time
  • Held Call: Members that placed their queue call on call.
  • Wrap-up: Members that recently end their queue call and are in the wrap up time specified in the call queue settings.
  • Opt-out: Members that have disabled call notifications for the call queue.
  • Others: Members that don’t fit in any of the above categories. For example, members that set their status to DND (do not disturb).
  • Total Members: The total number of members in the selected call queue.

Detailed report statistics

These statistics are only available in the historical detailed report:

  • Handling Time: The amount of time that a member spent speaking to an inbound caller.
  • Waiting Time: The amount of time that an inbound caller spent in the queue waiting for a member to answer their call.