once the power pack license has been
added to a user
the analytics tab will appear underneath
the personal section of their settings
inside of zoom phone analytics i'll have
two options real-time analytics
and historical reports inside a
real-time analytics i'll have the option
to view
by site or by queue or i can look at all
cues
i scroll down i can see summary
information this would be service level
where i can
filter the settings and change settings
to determine where i'm comfortable
providing warnings and critical status
alerts
on the service level i can look at calls
being
currently in the system so active calls
waiting calls and calls held
i can drill down and look at inbound
calls for
total inbound for the day broken down by
completed calls
abandoned calls calls forwarded to the
voicemail
as well as missed calls of those inbound
calls i can see the average handle time
the average wait time and the longest
wait time
i can look at member availability and
see their status at this given time
currently right now i have 22 of the 24
members of all of the queues that i'm
looking at
in available status also i'd be able to
see
active calls held calls
wrap up period of time that's available
by queue for each member after they've
taken a call
opt out so signed out of the call queue
and other
down below i can see call cues where i
can drill down into
information for each of the queues that
are a part of the selection
in this case i can see 90 service level
for the sales call queue
the inbound volume as well as additional
information
across to the right and i can configure
this report to include whatever
information i'd like
to include also at the top you'll see
options to be able to select specific
kpis so what do you track and what do
you measure within
your users to make sure that this data
is of use for you
i can also click on wallboard which
would give me a web-based
dashboard that i can put up on a display
or share with other members
managers within our organization to be
able to track the most important
information again
selecting those kpis that we want to
represent on the wall board
i can also drag and drop the information
to be able to have it
appear in different sections of the wall
board
i can configure the settings
specifically within this wall board to
have warnings for
both high level critical status of the
service levels
i also can get and filter by site as
well as
by call queue and all of the same
information we reviewed in the live
reports
inside of the historical reports i have
the ability to be able to view a
historical period of time so if i wanted
to go back
let's say for the last week i can view
call
service level i can again configure the
settings within that period of time
to be able to have warnings as well as
critical status of the service level
i could expand that out to be able to go
full screen
to be able to look hour by hour of what
our service level was
by call volume
i can see call time and do the same
thing expand that out
be able to hover over hour by hour c
average call handling time waiting time
and longest
waiting time
i can look at call volume
where i'll be able to see information
like inbound calls
completed calls abandoned calls calls
forwarded to voicemail as well as missed
calls
and then finally be able to drill into
those call cues with the same
information that we saw
on the live reports clicking in to each
of the cues
and to be able to see each individual
member of the call queue
the calls they've taken the talk time
and additional information can be
configured on the account to be able to
view