Voice and video metrics glossary

Last Updated:

The following list defines voice and video metrics available in Zoom Contact Center analytics. You can also view definitions for chat/SMS or agent availability metrics.

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

Prerequisites for viewing contact center metrics

  • Account owner, admin, supervisor, or agent role; or relevant privilege
  • Pro, Business, or Education account
  • Zoom Contact Center license

Voice and Video metrics

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

  • Abandoned calls: Inbound calls that were ended by the consumer while waiting in the queue. Only the real-time dashboard displays the number and percentage. This metric is calculated based on the length of time the engagement spends in the queue, ignoring any duration in the flow.
  • Abandonment Rate: Percentage of flows where the consumers ends the engagement while waiting in the queue.
  • Active voice calls / Active calls: The number of calls that were routed by the queue and are currently active with a queue member.
  • Answered: The outbound call from the queue was connected to the receiving party.
  • Avg. Callback Pending Duration: The average amount of time that a consumer took to accept the callback option after being offered one. Available in: queue analytics, queue chart report, queue interval report, wallboard
  • Avg. Callback Waiting Duration: The average amount of time that a consumer spent waiting for a callback after accepting the callback option. Available in: queue analytics, queue chart report, queue interval report, wallboard
  • Avg. Duration in Flow: The average amount of time that consumers spent in the flow.
  • Avg. Live Waiting Duration: The average amount of time that consumers are spent waiting to be assign to an agent. Available in: queue analytics, queue chart report, queue interval report, wallboard
  • Avg. Inbound Ring Duration: The average amount of time that it takes for an agent to accept an inbound engagement notification. Available in: Queue analytics, queue chart report, agent reports

  • Avg. Outbound Ring Duration: The average amount of time that agents wait for their outbound call to be answered. Available in: Queue analytics, queue chart report, agent reports.
  • Routed to inbox: Inbound calls that were forwarded to the queue’s voicemail. Only the real-time dashboard displays the number and percentage.
  • Callback Waiting Duration: The amount of time that a consumer spent waiting for a callback after accepting the callback option. Available in: queue detail report.
  • Callback Pending Duration: The amount of time that a consumer took to accept the callback option after being offered one. Available in: queue detail report.
  • Calls on hold: The number of calls placed on hold.
  • Completed Rate: Percentage of flows that have been completed by the agent and not abandoned, transferred externally, forwarded to inbox, or upgraded to video.
  • Completed Inbound Engagements / Completed Outbound Engagements: The number of engagements that the agent or consumer has ended. If the associated queue has a wrap-up duration, the engagement is completed once the wrap-up duration has ended. Outbound engagements do not include callback engagements.
  • Containment Rate: Percentage of flows where the engagement ended within the flow before it's routed outside of the flow; or the engagement is disconnected by the Route To widget before the engagement is routed outside of the flow.
  • Disengaged Rate: Percentage of flows where one of the following scenarios causes Zoom Contact Center to end the engagement.
    • The consumer is waiting in a queue.
    • The consumer is overflowed from a queue, but not forwarded to an inbox or transferred externally.
    • The agent transfer the engagement to a flow with a widget that disconnects the engagement.
    • The agent direct transfers to another agent that does not answer and the timeout causes the engagement to disconnect.
  • Disposition: The selected disposition.
  • External Transfer Rate: Percentage of flows where the engagement is transferred to a phone number external to the Zoom Contact Center account by the flow, agent, or queue overflow.
  • First Queue Transfer Rate: Percentage of engagements tat were transferred to another queue after they were routed to the first queue in the flow.
  • Handling Duration: The amount of time the agent spent on an active voice or video engagement with a consumer.
  • Hang-up calls: By default, displays outbound voice calls that are less than 10 seconds.
    Note: You can customize the durations used for this metric.
  • Hold-abandoned calls: The number of calls that were hung up by the customer while placed on hold by the agent.
  • Hold Duration: The duration that a consumer was placed on hold.
  • Inbound Voice Calls: Number of inbound calls to the selected queues.
  • Inbound Hold Duration - Average: The average time consumers spent on hold. Displayed in hours, minutes, and seconds.
  • Inbound Hold Duration - Longest: The longest time that a consumer spent on hold. Displayed in hours, minutes, and seconds.
  • Inbound Hold Duration - Shortest: The shortest time that a consumer spent on hold. Displayed in minutes and seconds.
  • Inbound Voice Call Talking Duration - Average / Video Call Talking Duration - Average / Average call talking duration: The average time that consumers spent talking to a queue member. Displayed in hours, minutes, and seconds.
  • Inbound Voice Call Talking Duration - Longest / Video Call Talking Duration - Longest / Longest call talking duration: The longest time that a consumer spent talking to a queue member. Displayed in hours, minutes, and seconds.
  • Inbound Voice Call Talking Duration - Shortest / Video Call Talking Duration - Shortest / Shortest call talking duration: The shortest time that a consumer spent talking to a queue member. Displayed in hours, minutes, and seconds.
  • Inbound Voice Call Waiting Duration - Average / Video Call Waiting Duration - Average / Avg call waiting duration: The average time consumers spent waiting in the queue. Displayed in hours, minutes, and seconds.
  • Inbound Voice Call Waiting Duration - Longest / Video Call Waiting Duration - Longest / Longest call waiting duration: The longest time that a consumer spent waiting in the associated queue. Displayed in hours, minutes, and seconds.
    Note: To view call waiting times for certain calls, see the historical detailed report.
  • Inbound Voice Call Waiting Duration - Shortest / Video Call Waiting Duration - Shortest / Shortest call waiting duration: The shortest time that a consumer spent waiting in the queue. Displayed in minutes and seconds.
  • Inbox Rate: Percentage of flows where the engagement was routed to an inbox by the flow, agent, or queue overflow setting.
  • IVR Duration: The duration that the consumer spent in an IVR system. 
  • Live voice calls / Live inbound voice calls: The total number of inbound calls currently in the queue, including calls on hold or calls waiting in queue. Click Live inbound voice calls to view the live inbound voice calls dashboard.
  • Long-abandoned calls / Long-abandoned: The number of calls that were hung up by the customer while waiting in the queue. This only includes calls where the wait time exceeded the short-abandon threshold set in queue settings. This metric is calculated based on the length of time the engagement spends in the queue, ignoring any duration in the flow.
  • Long calls: By default, displays outbound voice calls that are more than 120 seconds.
    Note: You can customize the durations used for this metric.
  • Longest Callback Waiting Duration: The longest amount of time that a consumer spent waiting for a callback after accepting the callback option. Available in: queue analytics, queue chart report, queue interval report, wallboard

  • Longest Callback Pending Duration: The longest amount of time that a consumer took to accept the callback option after being offered one. Available in: queue analyticsqueue chart reportqueue interval reportwallboard

  • Longest Duration in Flow: The longest time that a consumer spent in the flow.
  • Longest Inbound Ring Duration: The shortest amount of that it took an agent to accept an inbound engagement notification. Available in: queue analytics, queue chart report.
  • Longest Live Waiting Duration: The average amount of time that a consumer spent waiting to be assign to an agent. Available in: queue analytics, queue chart report, queue interval report, wallboard

  • Live Waiting Duration: The amount of time that a consumer spent waiting to be assign to an agent. Available in: queue detail report.
  • Longest Outbound Ring Duration: The longest amount of time that an agent waited for their outbound call to be answered. Available in: queue analytics, queue chart report.
  • Missed calls / Total missed calls: Inbound calls that notified available queue members but were not answered. Only the real-time dashboard displays the number and percentage.
  • Name: The profile display name of the agent.
  • Opt-out duration: The total duration that an agent was opted out of their queues.
  • Overflowed: Inbound calls that overflowed to another destination based on the queue's settings.
  • Overflowed to inbox: Inbound calls that overflowed to an inbox based on the queue's settings.
  • Overflowed to disconnect: Inbound calls that disconnected based on the queue's settings.
  • Outbound Voice Calls - Total outbound: The total number of outbound calls made by members of the selected queues. Outbound engagements do not include callback engagements.
  • Outbound Voice Calls - Answer / Outbound Voice Calls - Answer calls: The number of outbound calls made by members of the selected queues, and the call was answered.
  • Outbound Voice Calls - Unanswered / Outbound Voice Calls - Unanswered calls: The number of outbound calls made by members of the selected queues, and the call was not answered.
  • Ring Duration: The amount of time that it takes for an agent to accept an inbound engagement notification. Available in: queue detail report, agent reports.
  • 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 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.
  • Short-abandoned calls: The number of calls that were hung up by the customer while waiting in the queue. This only includes calls where the wait time was within the short-abandon threshold set in queue settings. This metric is calculated based on the length of time the engagement spends in the queue, ignoring any duration in the flow.
  • Short calls: By default, displays outbound voice calls that are equal to or more than 10 seconds; and equal to or less than 120 seconds. 
    Note: You can customize the durations used for this metric.
  • Shortest Callback Waiting Duration: The shortest amount of time that a consumer spent waiting for a callback after accepting the callback option. Available in: queue analytics, queue chart report, queue interval report, wallboard

  • Shortest Callback Pending Duration: The shortest amount of time that a consumer took to accept the callback option after being offered one. Available in: queue analytics, queue chart report, queue interval report, wallboard

  • Shortest Live Waiting Duration: The shortest amount of time that a consumer spent waiting to be assign to an agent. Available in: queue analytics, queue chart report, queue interval report, wallboard

  • Shortest Inbound Ring Duration: The shortest amount of that it took an agent to accept an inbound engagement notification. Available in: queue analytics, queue chart report.
  • Shortest Outbound Ring Duration: The shortest amount of time that an agent waited for their outbound call to be answered. Available in: queue analytics, queue chart report.
  • Status/Time in: The current availability status of the agent.
  • Talking voice calls: The number of active voice engagements.
  • Talking video calls: The number of active video engagements.
  • Total Callback Requested: The total number of callbacks requested by consumers. Available in: queue analytics, queue interval report.
  • Total transferred: The total number of inbound calls that were transferred.
  • Total transferred in: The number of inbound calls that were transferred to another queue or agent.
  • Total transferred out: The number of inbound calls that were transferred to an external number.
  • Total Inbound Calls / Total Inbound Engagements: The total number of inbound calls to the queue(s).
  • Total Completed Calls / Total Completed Inbound Engagements: The number of engagements that the agent or consumer has ended. If the associated queue has a wrap-up duration, the engagement is completed once the wrap-up duration has ended.
  • Total declined calls: The number of inbound queue calls declined by the associated member. In other words, they clicked the option to decline the call in the inbound call notification.
  • Upgraded to video call: Inbound calls that were upgraded to a video call.
  • Voice call talking duration / Talking Duration: The amount of time that a member spent speaking to a consumer.
  • Voice call talking duration - Average / Avg call talking duration: The sum of the talk time divided by the number of calls. Displayed in minutes and seconds. This does not include hold and wrap-up times.
  • Total Duration: The total duration of the engagement in hours, minutes, and seconds. This includes all other duration types that can happen during an engagement (IVR, waiting, talking, hold, and wrap-up).
  • Upgrade Rate: Percentage of flows where the engagement was upgraded from voice to video.
  • Voice calls on hold / Calls on Hold: The number of inbound engagements that are currently on hold.
  • Inbound Voice Call Talking Duration / Video call talking duration / Talking duration: The amount of time that an inbound consumer spent talking to an agent.
  • Waiting voice calls / Waiting video calls / Waiting calls: The number of inbound engagements that haven’t been answered and are waiting in the queue.
  • Waiting Duration: The duration that the consumer spent waiting in the queue.
  • Wrap-up Time / Wrap-up Duration: The amount of time that agents spend in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Wrap-up time - Average / Avg. call Wrap-up time: The average time queue members spend in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Wrap-up time - Longest / Longest call Wrap-up time: The longest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Wrap-up time - Shortest / Shortest call Wrap-up time: The shortest time that a queue member spent in the wrap-up period. Displayed in hours, minutes, and seconds.
  • Start Time: The start date and time of when the agent answers the call.
  • Wrap Up Time: The amount of time spent in the wrap-up period.

Zoom Community

Join the 100K+ other members in the Zoom Community! Login with your Zoom account credentials and start collaborating.