Viewing Zoom Contact Center usage reports

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Zoom Contact Center admins can use usages reports to view a log of unmetered and metered voice calls or SMS messages. You can use these reports to verify Zoom Contact Center usage charges.

To view detailed engagement information, use the engagement log.

This article covers:

Prerequisites for viewing the Zoom Contact Center activity report

How to view the Zoom Contact Center activity report

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Reports.
  3. Click Contact Center.
  4. Click the Activity tab.
  5. Use the following options to filter data:
    • From / To: Specify the time period for the report.
      Note: If you're verifying usage charges, you can specify the same time as on your bill.
    • Direction drop-down menu: Select Inbound or Outbound.
    • Search field: Enter keywords to search contact center users.
    • Country drop-down menu: Select a country to only display data for specific country. The usage rates depend on the country.
    • Queue drop-down menu: Select a queue to only display data for a specific queue.
  6. (Optional) Click Export to export the currently-displayed data as a CSV file.
  7. Calculate the sum of all values in the Total column.
  8. Verify that the sum matches the value reported on your bill.

Information in the activity report

You will see the following information in the Zoom Contact Center activity report:

  • 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 view engagement events.
  • From: The phone number of the originating caller or SMS sender.
  • To: The phone number that received the call or SMS message.
  • Start Time: The start time of the engagement. For inbound engagements, this is when the consumer starts waiting in the queue. For outbound engagements, this is when the agent starts calling a consumer or sends the SMS.
  • End Time: The end time of the engagement when the consumer or agent ends the engagement.
  • Consumer: The consumer's caller ID name and  number
  • Agent: The associated agent's Zoom profile display name.
  • Queue: The associated queue that routed the engagement (if applicable).
  • Flow: The display name of the associated flow that handled the engagement.
  • Country: The country of the associated usage charge if the engagement was charged.
  • Call Type (only available for the voice calls usage report): Displays the call type (international  /local, toll-free / virtual service number, call in / call out).
  • Type (only available for the SMS usage report): Displays SMS for SMS engagements that were charged.
  • Caller ID (only available for the voice calls usage report): The consumer's caller ID name and  number
  • SMS Messages Sent: The number of charged SMS messages sent by the agent during the engagement.
  • MMS Messages Sent: The number of charged MMS messages sent by the agent during the engagement.
  • Messages Received: The number of charged SMS messages received by the agent during the engagement.
  • Number Charged: The phone number that was billed for the voice call or SMS usage.
  • Rate: The usage rate charged for each SMS message.
  • Total Charge: The total charge for the SMS engagement. This is calculated as follows:
    Sum of the SMS Messages SentMMS Messages Sent, and Messages Received, multiplied by the Rate
  • Charge Type: Displays how the total charge was calculated; for example, per minute.

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