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.

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
• How to view the real-time monitor dashboard
  • Information in the real-time monitor dashboard

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 more information on metrics included in the real-time dashboard, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.

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:
   • Agent Availability: The percentage of agents in the various availability statuses.
   • 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. 

How to view the real-time monitor dashboard

You can view the real-time monitor dashboard to view details on active engagements. You can also view live information on active engagements using the Zoom desktop client.

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.
5. In the Real-time Monitor widget, click View engagements.

Information in the real-time monitor dashboard

You will see the following information:

• Direction: Displays if the engagement was inbound or outbound. Inbound means an agent receives an engagement through a queue. Outbound means an agent made an outbound engagement.
• Engagement ID: The unique identifier for the engagement. Click the ID to copy it.
• Start Time: Displays the start time of the engagement.
• Talking Duration / Messaging Duration: The total handling time of the engagement in hours, minutes, and seconds.
• Consumer:
  • For voice and SMS engagements, caller ID number and/or display name of the consumer, depending on if the number exists in the address book. 
    • Caller display name: The caller’s display name from the address book. This means that the caller ID number exists in the address book and was previously added by an agent or admin using the Zoom desktop client or web portal.
    • Caller ID number: The caller’s caller ID number. This means that the caller ID number doesn’t exist in the address book and hasn’t been added by an agent or admin.
  • For web chat engagements, displays the name entered by the consumer after clicking the chat engagement invitation.
  • For video engagements, displays Customer by default
• Agent: The Zoom profile display name of the agent that is assigned to the engagement.
• Queue: The associated queue that routed the engagement.
• Status/Time in: The current status of the engagement and the amount of time in that status. You will see one of these statuses. 
  • In Flow: The engagement is being routed by a flow.
  • In Queue: The consumer is waiting in the queue.
  • Callback: The consumer in the engagement has requested a callback and is waiting for a callback.
    Note: This status is only available for voice engagements. You can't monitor or assign engagements in this status.
  • Ringing: The engagement is waiting to be assigned to an agent.
  • Assigned: The consumer has been routed or manually assigned to an agent.
  • Assigned (On Hold): The consumer has been routed or manually assigned to an agent but is on hold.
• Waiting Duration: The total waiting time of the engagement in hours, minutes, and seconds.
• Agent First Message Speed (only displayed for messaging engagements): See the definitions of chat/SMS metrics for more information.
• Hold Duration (only displayed for voice engagements): The total hold time of the engagement in hours, minutes, and seconds.
• Flow: The display name of the flow handling the call.
• Duration in Flow: The total time the consumer spent in the flow.

• Required Skills/Proficiency: The required skills and proficiency levels (in parenthesis) that agents must have to be assigned the engagement. Required skills and proficiency levels are specified the associated agent routing profile.

• Optional Skills/Proficiency: The optional skills and proficiency level (in parenthesis) that were used to route to an agent. You will see the Matched label if Zoom Contact Center was able to find an agent that matches that specific skill and proficiency level. Otherwise, you will see the Not Matched label if it wasn't able to find an agent that matches that specific skill and proficiency level. Skills and proficiency levels are specified the associated agent routing profile.

• Agent Skills/Proficiency: The skills and proficiency level (in parenthesis) of the assigned agent. You can view user settings to see an agent's skills and proficiency levels.

• Queue Wait Type: Displays the origin of the call if the status is Waiting Call or On Hold.
  • Callback:  The consumer is waiting as a result of a callback, or
  • Live waiting: The consumer has entered the queue through the entry point (phone number).
• Last Widget: The display name and widget type of the last widget in the flow.
• View Events: View engagement events.