Viewing Zoom Contact Center queue analytics

Admins, supervisors, and agents can use the real-time queue analytics dashboard to make effective data-driven decisions. The real-time queue analytics dashboard provides critical details like service level, average call handling times, and call volume counts, with the ability to drill down further into specific queues and agents. For definitions of metrics tracked in the real-time dashboard, see the metrics glossaries for voice/video and chat/SMS.

You can also access analytics using the desktop client and customize the real-time analytics wallboard.

For real-time engagement, queue, and agent information, use the real-time monitor.

This article covers:

• How to view queue analytics and omni-channel data
• How to customize the queue analytics dashboard
• How to customize thresholds for Service Level
• How to customize thresholds for inbound video calls, voice calls, or chats

Prerequisites for viewing queue analytics 

• 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 view queue analytics and omni-channel data

Note: For information on metrics included in the queue analytics, see the Zoom Contact Center metrics glossary.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. In the Real-time Analytics section, click Queue Analytics.
   You will see the following omni-channel data in the Overview tab:
   Note: For the Voice, Video, and Messaging tabs, click Real-time Monitor to view the real-time engagement, queue, and agent information.
   • Agent Availability: The percentage of agents in the various availability statuses. Hover over the chart to better see a breakdown of agent availability.
   • Agent Readiness: The number of agents in the Ready status for each channel.
   • Agent Occupied: The number of agents in the Occupied status for each channel.
     Note: If an agent is occupied in more in multiple engagements, they would counted in each part of the bar chat. For example, if an agent is occupied in a voice and chat engagement, they would be counted in the Voice and Chat bars.
   • Waiting Duration: The number of engagements for each waiting duration in minutes. Click the drop-down menu to change the channel.
   • Handling Duration: The number of engagements for each handling duration in minutes. Click the drop-down menu to change the channel.
   • Closed Inbound Engagements: The number of closed inbound engagements for each channel. Click the drop-down menu before the chart to change the time period.
   • Closed Outbound Engagements: The number of closed outbound engagements for each channel. Click the drop-down menu before the chart to change the time period.
   • Inbound Voice Engagements Details: A chart showing the number of engagements in each stage of the voice engagement route during the specified period. Hover over each bar to view details. Click the drop-down menu before the chart to change the time period.
     • In Flow (light blue): The number of engagements were routed by a flow at the beginning of the time period.
     • Waiting In Queue (light blue): The number of engagements that are being routed by a queue at the beginning of the time period.
     • Waiting for Callback (light blue): The number of engagement waiting for a callback after the consumer accepted the callback option, at the beginning of the time period.
     • Talking (light blue): The number of engagements being handled by an agent at the beginning of the time period.
     • New Inbound (green): The number of new inbound engagements in the time period.
     • Abandoned: The number of abandoned engagements where the caller ended the call while waiting in the queue.
     • Overflowed: Inbound calls that overflowed to another destination based on the queue's settings.
     • Completed: The number of engagements answered by an agent.
     • In Flow (dark blue): The number of engagements were routed by a flow at the end of the time period.
     • Waiting In Queue (dark blue): The number of engagements that are being routed by a queue at the end of the time period.
     • Waiting for Callback (dark blue): The number of engagement waiting for a callback after the consumer accepted the callback option, at the end of the time period.
     • Talking (dark blue): The number of engagements being handled by an agent at the end of the time period.

How to customize the queue analytics dashboard

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. In the Real-time Analytics section, click Queue Analytics.
4. Click one of the tabs to view data for Voice, Video, or Messaging (for web chat, in-app chat, and SMS).
5. 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 metrics to add additional data columns for metrics.
   • In the top-right corner of certain widgets, click the ellipses icon to apply thresholds or customize which statistics are displayed.
   • Recently Completed drop-down menu: Specify the time period for calculating metrics that appear below this drop-down menu.

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.
2. In the navigation menu, click Analytics & Reports.
3. In the Real-time Analytics section, click Queue Analytics.
4. Click one of the tabs to view data for Voice, Video, or Messaging (for web chat, in-app chat, and SMS). If you clicked Messaging, click one of the sub-tabs for Web Chat or SMS.
   Note: You can also click Wallboard to apply thresholds for the wallboard.
5. (optional) 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, or chats

You can apply custom thresholds to the inbound metrics 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 metric falls below 20%, the metric will appear red in the dashboard.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. In the Real-time Analytics section, click Queue Analytics.
4. Click one of the tabs to view data for Voice, Video, or Messaging (for web chat, in-app chat, and SMS). If you clicked Messaging, click one of the sub-tabs for Web Chat or SMS.
   Note: You can also access the real-time analytics dashboard, then click Wallboard to apply thresholds for the wallboard.
5. (optional) 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
   • Messaging 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.