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Call queue real-time analytics and historical KPIs glossary Follow

Use the following list for explanations of the KPIs available in the call queue real-time and historical dashboards.

Note: The real-time analytics dashboard only includes statistics for the current day.

This article covers:

Call result KPIs

The following call result KPIs appear in the the real-time analytics and historical dashboards:

  • Abandoned Calls / Abandoned (IN): Inbound calls that were ended by the caller while waiting in the queue. Only the real-time dashboard displays the number and percentage.
  • 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 / Completed (IN): Inbound calls that were answered by a call queue member. Only the real-time dashboard displays the number and percentage.
  • Forwarded to Voicemail / Forward to voicemail (IN): Inbound calls that were forwarded to the call queue’s voicemail. Only the real-time dashboard displays the number and percentage.
  • 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 associated call queue. Displayed in minutes and seconds.
    Note: To view call waiting times for certain calls, see the historical detailed report.
  • 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 the threshold (default is 30 seconds), divided by all calls answered or completed by the queue members. 
    Note: You can customize the threshold used to calculate the Service Level in the real-time or historical dashboard.
  • Missed Calls / Missed (IN): Inbound calls that notified available queue members but were not answered. Only the real-time dashboard displays the number and percentage.
  • Waiting Calls: Inbound calls that haven’t been answered and are waiting in the queue.

Member availability KPIs

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

  • 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
  • Active Call: Members on inbound calls that were routed by the call queue.
  • On other call: Members that have not answered an inbound call queue call. In other words, this KPI includes:
    • Members that have called out using a call queue number
    • Members that are in a private inbound/outbound call; for example, using their personal phone number or any number other than the call queue number
  • 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.
  • Unavailable: 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.

Historical dashboard KPIs

These KPIs are only available in the historical dashboard:

  • 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.
  • Outbound Call Volume: The amount of outbound calls from the associated call queue.
    • Answered Calls: The outbound call from the call queue was connected to the receiving party.
    • Unanswered Calls: The outbound call from the call queue was not connected to the receiving party. For example, receiving party was busy or rejected the call. The receiving party may also have settings that blocked the call.
  • Result drop-down menu in detailed reports:
    • Answered (OUT): Only display answered calls in the detailed report. See the Answered Calls definition above.
    • Unanswered (OUT): Only display unanswered calls in the detailed report. See the Unanswered Calls definition above.
    • Note: All other call result KPIs are found in all dashboards.