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Call queue real-time analytics dashboard (Power Pack) 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 dashboard to make effective data-driven decisions. The call queue real-time analytics dashboard is part of the Power Pack add-on, which also includes the Desktop Power User experience. You can also view the call queue historical dashboard.

This article covers:

Prerequisites for viewing the call queue real-time analytics

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 dashboard is separate from the Reports page and the regular Zoom Phone Dashboard

How to customize the real-time analytics dashboard

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
  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 for KPIs.
    • 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.

How to customize the real-time analytics wallboard

  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.
  4. If you want to view the wallboard, click Wallboard in the top-right corner.
  5. Click Select KPIs and select the KPIs you want to display on the wallboard.
  6. (Optional) Click Edit View in the top-right corner to filter KPIs by site and call queue:
    • If you have multiple sites, select a site in the Site drop-down menu.
    • In the Call Queues drop-down menu, select a call queue.
    • Click Save View. The current view will save to the current wallboard. 
  7. To add additional wallboards, click the downward arrow next the wallboard name, then click Add View. Repeat step 6 to customize the view of the new wallboard.

How to customize thresholds for Service Level

You can apply custom thresholds and associated colors to the Service Level 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.
    Note: You can also click Wallboard to apply thresholds for the wallboard.
  4. In the Service Level widget, click the ellipses icon (...) in the top-right corner.
  5. Select a value in the Threshold Time drop-down menu.
    Note: The threshold time is used to calculate the Service Level.
  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. 
    Note: The customizations will only apply to the current dashboard you're on. Repeat the steps to apply the same customizations to the other dashboards.

How to customize thresholds for inbound calls

You can apply custom thresholds to the inbound call KPIs 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 KPI falls below 20%, the KPI will appear red in the 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.
    Note: You can also access the real-time analytics dashboard, then click Wallboard to apply thresholds for the wallboard.
  4. In the Inbound Calls widget, click the ellipses icon (...) in the top-right corner.
  5. In the Select KPIs tab, select the statistics to display on the dashboard.
  6. Click the Threshold tab.
  7. Enter a value for the Warning and Critical fields.
  8. Click the box next to the fields to open a color picker, then select an associated color for the threshold.