Viewing the Zoom Contact Center agent report

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Zoom Contact Center admins can view information and export data for agents' availability and opt-in/out status. You can also subscribe to email report notifications to receive agent reports by email.

Notes:

This article covers:

Prerequisites for viewing agent status reports

  • 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 agent reports

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Analytics & Reports.
  3. In the Historical Reports section, click Agent Report.
  4. (Optional) In the top-right corner, click Setting to change the time zone.
  5. Click one of the tabs.
  6. Use the following options to filter and select metrics in the Overview tab:
    • Specify the time period at the top of the page.
    • In the top-right corner, click Select metrics, then select the metrics to display in the Overview tab.
    • To filter by agent, click an agent's name in the Agents section.
  7. Use the following options to filter and export data in the Time Sheet, Queue Metrics, Status History, or Opt-in/out History tabs:
    • Specify the time period at the top of the page.
    • Search field: Enter keywords to search for a specific agent.
    • In the top-right corner, click the drop-down menu to filter by status or queue.
    • Click Export to export the data as a CSV file.

Overview tab

Note: For more information on metrics included in agent reports, see the articles for agent status metrics, voice and video metrics, and chat and SMS metrics.

Agent Status Allocation section

Displays the percentage of agents in each availability status in the time period specified at the top of he Overview tab. Each block represents 1 hour. Hover over a block to display the 1-hour period. For example, if a block displays 70% in the Offline status, this means 70% of agents were offline during the 1-hour period. If you have custom statuses, you will not see separate rows for each customs status. All custom statuses are included in the Custom Status row. Use these options to customize this widget:

  • Click and drag the bottom light blue bar to change the time period covered that's within the specified time period at the top of the tab.
  • Click and drag the edges of the light-blue bar to change the length of the time period covered.

Capacity Utilization section

Displays the percentage of agents in the Ready and Occupied statuses in the time period specified at the top of the Overview tab. Hover over the line graph to display the percentage of agents in the Ready and Occupied statuses in a specific 1-hour period.

Inbound Ring Duration section

Displays the average inbound ring duration in the time period specified at the top of the Overview tab. The blue line displays the average. The light grey area displays the longest and shortest ring duration. Hover over the line graph to display the average, longest, and shortest ring duration for a specific day.

Click the drop-down menu to change the channel type.

Inbound Handling Duration section

Displays the average inbound handling duration in the time period specified at the top of the Overview tab. The blue line displays the average. The light grey area displays the longest and shortest handling duration. Hover over the line graph to display the average, longest, and shortest handling duration for a specific day.

Click the drop-down menu to change the channel type.

Inbound Hold Duration section

Displays the average inbound hold duration in the time period specified at the top of the Overview tab. The blue line displays the average. The light grey area displays the longest and shortest hold duration. Hover over the line graph to display the the average, longest, and shortest hold duration for a specific day.

Click the drop-down menu to change the channel type.

Inbound Wrap-up Duration section

Displays the average inbound wrap-up duration in the time period specified at the top of the Overview tab. The blue line displays the average. The light grey area displays the longest and shortest wrap-up duration. Hover over the line graph to display the average, longest, and shortest wrap-up duration for a specific day.

Click the drop-down menu to change the channel type.

Agent Response to Inbound Engagements section

Displays the number of inbound, completed, missed, and declined inbound engagements in the time period specified at the top of the Overview tab. Hover over the line graph to display the specific numbers.

Use these options to customize this widget:

  • Click the drop-down menu to change the channel type.
  • Click a metric in the legend to show or hide it from the graph.

Outcomes of Outbound Engagements section

Displays the number of inbound, completed, missed, and declined inbound engagements in the time period specified at the top of the Overview tab. Hover over the line graph to display the specific numbers.

Use these options to customize this widget:

  • Click the drop-down menu to change the channel type.
  • Click a metric in the legend to show or hide it from the graph.

Agents section

Displays general information on agents and their assigned queues. Enter keywords in the search field to search for a specific agent. In the top-right corner, click the drop-down menu to filter by queue.

  • Agent Name: The display name of the agent. 
  • Queue: The queues that the agent is a member of.
  • Channel: The channel type of the queue.

Click an agent's display name to filter all Overview tab sections to only display data for that agent.

Time Sheet tab

Displays details about agents' time in each of the standard statuses. You will see the following information:

  • Agent Name: The display name of the agent.
  • Ready, Not Ready, Occupied, Online, Offline: The amount of time that the agent spent in each standard status.
  • Ready %, Not Ready %, Occupied %: The percentage of time that the agent spent in Ready, Not Ready, or Occupied status while they were sign in to the Zoom desktop client.
  • Avg. Call Talking Duration, Avg. Call Talking Duration, Avg. Chat Messaging Duration, Avg. SMS Messaging Duration, Avg. Wrap-up Duration: Duration metrics.

Note: For more information on metrics included in agent reports, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.

Queue Metrics tab

Displays details about agents' total duration in each status. You will see the following information:

  • Agent Name: The display name of the agent.
  • Queue: The queue that the agent is a member of.
  • Channel: The channel type of the queue.
  • Avg. Handling Duration, Avg. Wrap-up Duration: Duration metrics.
  • Ready, Not Ready, Occupied, Online, Offline: The amount of time that the agent spent in each standard status.
  • Ready %, Not Ready %, Occupied %: The percentage of time that the agent spent in Ready, Not Ready, or Occupied status while they were sign in to the Zoom desktop client.

Note: For more information on metrics included in agent reports, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.

Status History tab

Displays details about agents' current status. You will see the following information:

Opt-in/out History tab

Displays details about agents' out-in/out status. You will see the following information:

  • Agent Name: The display name of the agent.
  • Queue: The queue that the agent is a member of.
  • Opt-in/out: The opt-in/out status set.
  • Start Time: The time that the agent entered the status.
  • Duration: The amount of time they have been in that status.
  • Modified by: The contact center user that changed the agent's status.
  • Opt-out Reason: If opt-out reasons are enabled, this column displays the selected reason if the agent opted out.

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