Viewing the Zoom Contact Center queue interval report

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The queue interval report summarizes activity reporting and specifies results by time intervals (15 minutes, 30 minutes, hourly, daily, weekly, or monthly). This report sorts the results into a tabular format and can be exported as a CSV file. For example, you can use this report to see the Service Level metric over an interval of 1 hour for the past week, so you can identify hours when the metric is under performing.

The queue interval report is available for all channels (voice, video, web chat, in-app chat, and SMS).

Note: If an engagement has multiple segments (for example, transfer, overflow, or callback), the engagement will appear multiple times in the interval report. For example, if an engagement contains a voice call and a callback, you will see two entries in the interval report:

  • One entry labelled Original for the original voice call segment
  • One entry labelled Callback for the callback segment of the voice call

This engagement still appears as one entry in the engagement log.

This article covers:

Prerequisites for viewing the Zoom Contact Center queue interval report

  • 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 the Zoom Contact Center queue interval report

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation menu, click Analytics & Reports.
  3. In the Historical Reports section, click Queue Interval Report.
  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. Use the following options to filter or customize the data 
    • Time Zone: Click the currently-set time zone to change the time zone used for the From and To fields.
    • From / To: Specify the time period for the report. 
      • To specify a lookback period, click the From or To field, then click one of the lookback periods to the left of the calendar, for example, Last Week or Last Month.
      • To specify a date and time, click a day in the calendar, then click the time field to set the time.
    • Queue drop-down menu: Select a queue to only display data for a specific queue.
    • Interval: Select the time internal to use for the report. For example, selecting 1 Hour means the report will show a separate row for every hour in the specified time period.

Information in the queue interval report

  • Queue: The associated queue that routed the engagement.
  • Date Interval: The associated day that the time internal is in.
  • Time Interval: The time interval used for the report. For example, selecting 1 Hour means the report will show a separate row for every hour in the specified time period.

Note: The report includes several metrics for each interval. For information on metrics included in the queue interval report, see the Zoom Contact Center metrics glossary.

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