Viewing Zoom Contact Center real-time analytics

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Admins, supervisors, and agents can use the call queue real-time analytics dashboard to make effective data-driven decisions. The call queue real-time analytics dashboard provides critical details like service level, average call handling times, call volume counts,  with the ability to drill down further into specific queues and agents. You can also access analytics using the desktop client and customize the real-time analytics wallboard.

This article covers:

Prerequisites for using the real-time analytics dashboard

  • Account owner, admin, supervisor, or agent role; or relevant privilege
    Note: Supervisors and agents can only view data for the queues they're a member of.
  • Pro, Business, or Education account
  • Zoom Contact Center license

How to customize the real-time analytics dashboard

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Analytics & Reports.
  3. Click Real-time Analytics.
  4. Click one of the tab to view data for Voice, Video, SMS, or Chat.
  5. In the top-right corner, click the Queue drop-down menu to select the queues to display data for. Alternatively, to display the dashboard for specific queue, scroll down to the end of the page, then click a queue's display name.
  6. Use the following options to filter or customize the data:
    • In the top-right corner, click Setting to change these settings:
      • Timezone: Select a time zone for the metrics.
      • Set Colors: Click the down arrow icon to set the colors for warning and critical thresholds. 
    • In the top-right corner, click Select KPIs to add additional data columns for KPIs.
    • In the top-right corner of certain widgets, click the ellipses icon to apply thresholds or customize which statistics are displayed.

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 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 Contact Center Management then Analytics & Reports.
  3. Click Real-time Analytics.
    Note: You can also click Wallboard to apply thresholds for the wallboard.
  4. Click one of the tab to view data for Voice, Video, SMS, or Chat.
  5. (optional) In the top-right corner, click the Queue drop-down menu to select the queues to display data for. Alternatively, to display the dashboard for specific queue, scroll down to the end of the page, then click a queue's display name.
  6. In the Service Level widget, click the ellipses icon (...) then Threshold.
  7. Select a value in the Threshold Time drop-down menu.
    Note: The threshold time is used to calculate the Service Level.
  8. (Optional) In the Variables drop-down menu, select variables to add to the Service Level calculation.
  9. Enter a value for the Warning and Critical fields.
    Note: You can customize threshold colors when customizing the entire dashboard
  10. Click Save.
    Note: The customizations will only apply to the current dashboard tab you're on. Repeat the steps to apply the same customizations to the other dashboards.

How to customize thresholds for inbound video calls, voice calls, SMS, or chats

You can apply custom thresholds to the inbound KPIs so that you can easily gauge how well the 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 Contact Center Management then Analytics & Reports.
  3. Click Real-time Analytics.
    Note: You can also access the real-time analytics dashboard, then click Wallboard to apply thresholds for the wallboard.
  4. Click one of the tab to view data for Voice, Video, SMS, or Chat.
  5. (optional) In the top-right corner, click the Queue drop-down menu to select the queues to display data for. Alternatively, to display the dashboard for specific queue, scroll down to the end of the page, then click a queue's display name.
  6. Find the relevant inbound widget for the channel:
    • Voice tab: Inbound Calls widget
    • Video tab: Inbound Video Calls widget
    • SMS tab: Inbound SMS widget
    • Chat tab: Inbound chats widget.
  7. In the top-right corner of the widget, click the ellipses icon (...) then Threshold.
  8. Enter a values for the Warning and Critical fields under each metric.
  9. Click Save.
    Note: You can customize threshold colors when customizing the entire dashboard

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