Zoom Contact Center’s real-time data and historical reports give agents, supervisors,
and admins a window into their work - providing a customizable view into service levels, wait
times, call volumes, and more.
Analytics and reports can be accessed in both the Zoom desktop client as well as the Zoom
web portal.
From the Zoom Deskop Client, select Contact Center from the top menu bar and click the
Analytics tab in the left-hand menu.From there, you can choose between the main analytics
and reports options, and filter each category by channel type.
To access analytics and reports from the Zoom Web Portal, select the Analytics and Reports
tab in the left-hand menu.
Then choose Contact Center Analytics from the categories shown.
The types of tools and reporting available are grouped into two categories: Real-time
Analytics and Historical Reports.
The My Agents view shows important details about agents in your queues, including their
readiness status, the duration of that status, the number of active and completed engagements
agents have for the day, and the queues they have been assigned.
The Queue Analytics dashboard shows up-to-the moment information for queues, sorted by voice,
video, and messaging channel types.
Click the Setting gear icon to choose a timezone and set custom colors for each view.
Use the Select Metrics option if you’d like to customize the set of key performance indicator
categories displayed.
Hover over any chart or graph to reveal more information about a particular data point.
Within any Real-time analytics view, admins and supervisors can select the Wallboards
option.
A new browser tab will open with your Wallboard - a customizable dashboard interface displaying
real-time data.
Each display section in the Wallboard is called a widget.
Select Edit View to customize the Wallboard you are viewing.
In the edit mode, you can reposition and resize widgets to set your desired layout.
Each widget has a customizable set of options you can access by selecting the three dots
in its corner.
Add a new widget by clicking + Add Widget along the top menu bar.
Then choose the channel and widget type you’d like to add.
Toggle between available Wallboards by clicking the dropdown arrow next to the Wallboard title.
Select Add View to add a new wallboard to your collection.
Each historical report option provides an interactive set of Contact Center data, with
date range and threshold variable you can adjust.
Within any report category, click Setting to customize the time zone and colors for
the threshold labels.
Choose Voice, Video, or Messaging to toggle between information about each channel type
and modify the date range to customize the time period for the data shown.
Have stakeholders who need to stay in the know?
Under the Subscriptions option, click Add Subscription to set up an automated report
delivery.
Choose a name for the subscription and enter the emails of the people you’d like to add
as recipients.
Select the report types to include and then choose a frequency and delivery day based
on when you’d like the reports distributed.
That’s our data report for today.
For your own data and insights, head over to the Analytics tab the next time you’re
in Zoom Contact Center.