Subscribing to Zoom Contact Center email reports
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Contact center admins can subscribe email addresses to periodically receive email notifications for voice, video, chat, and SMS metrics found in the historical reports; and queue/availability metrics found in agent reports. A ZIP file will be attached to the email notifications and contain the relevant reports as CSV files.
You can also set up real-time alerts for when specific queues approach or reach certain metric thresholds.
This article covers:
- How to subscribe to Zoom Contact Center email reports
- How to delete existing subscriptions to Zoom Contact Center email reports
Prerequisites for viewing historical reports
- Account owner or admin privileges; or relevant role/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 subscribe to Zoom Contact Center email reports
Note: For information on metrics included in email reports, see the Zoom Contact Center metrics glossary.
- Sign in to the Zoom web portal.
- In the navigation menu, click Analytics & Reports.
- In the Historical Reports section, click Subscriptions.
Note: You can also access subscription by clicking Subscribe in the top-right corner of the queue chart report. - Click Add Subscription to create a new subscription, or click the ellipses icon
then Edit to edit an existing subscription.
- Enter the following information:
- Name: Enter a subscription display name to help you identify the subscription. This name is not used in the email notification.
- Recipient Email(s): Enter email addresses that will receive the email notifications.
- Queue(s): Select the queues to subscribe to.
- Report Type(s): Select the reports to subscribe to.
- Agent Reports
- Metrics details: Displays a log of agents and their average handling and wrap-up durations. The log also displays the percentage of time spent in each availability status.
- Time sheet: Displays a log of agents when the time that they entered each availability status.
- Queue Table Reports
- Queue summary table: Contains data from the queue chart report like the Service Level and call volume.
- Queue agent table: Contains agent data from the queue chart report like call volume.
- Queue Detail Report
- Voice call summary: Displays a log of voice engagements with the main duration metrics like waiting, hold, wrap-up duration. The log also displays associated information like the associated consumer, agent, queue, and flow.
- Abandoned voice calls: Displays a log of the abandoned calls with associated information like the associated consumer, agent, queue, and flow.
- Overflowed voice calls: Displays a log of the overflowed calls with associated information like the associated consumer, agent, queue, and flow.
- Missed voice calls: Displays a log of the missed calls with associated information like the associated consumer, agent, queue, and flow.
- Video call summary reports: Displays a log of video engagements with the main duration metrics like waiting, talking, wrap-up duration. The log also displays associated information like the associated consumer, agent, queue, and flow.
- Web chat summary reports: Displays a log of chat engagements with the main duration metrics like waiting, messaging, wrap-up duration. The log also displays associated information like the associated consumer, agent, queue, and flow.
- SMS summary reports: Displays a log of SMS engagements with the main duration metrics like waiting, messaging, wrap-up duration. The log also displays associated information like the associated consumer, agent, queue, and flow.
- Interval Report
- Agent Reports
- Frequency: Select a frequency for the emails. This will determine the time period covered in the reports. For example, if you set the frequency to Weekly, the email report will cover the last 7 days.
- Delivery Day: If you selected a weekly or monthly frequency, select the day that the reports will be sent.
- Click the checkbox to confirm, then click Subscribe.
How to delete existing subscriptions to Zoom Contact Center email reports
- Sign in to the Zoom web portal.
- In the navigation menu, click Analytics & Reports.
- In the Historical Reports section, click Subscriptions.
Note: You can also access subscription by clicking Subscribe in the top-right corner of the queue chart report. - Follow one of these options:
- To delete several subscriptions at once, select the check boxes to choose inboxes to delete. At the top of the table, click Delete.
- To delete one subscription, locate the subscription you want to delete. Click the ellipses icon
then Delete.
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