Zoom Phone Call Queue Analytics and Reports

Table of Contents

• Accessing Analytics & Reports
• Real-time Analytics & Manage Active Members
• View Queue Analytics
• View Member Analytics
• Manage Opt-out Codes
• Schedule Reports

Accessing Analytics & Reports

1. Sign in to the U-M Zoom web portal with your U-M Credentials.
2. In the left navigation menu, click Analytics & Reports, then the Zoom Phone submenu.
3. Click Call Queue Analytics.

Real-time Analytics & Manage Active Members

Available Analytics & Widgets

• Inbound Monitor
• Inbound Calls
• Outbound Monitor
• Outbound Calls
• Callback Calls
• Member Availability

Customizing the Realtime Dashboard

1. Access the Call Queue Analytics report.
2. Click the Realtime tab.
3. Filter/customize data:
   • Use dropdowns at the top for site and call queue.
   • (If configured) Use department or cost center search.
   • (Optional) Click Wallboard to:
     • Create wallboards with new widgets
     • View classic wallboard
   • Click the settings icon to select/add KPIs, then click Confirm.
   • Use the ellipsis (...) on widgets to customize thresholds/statistics.

Customizing Thresholds

Set warning/critical thresholds and associated colors for Service Levels.

1. From the Realtime tab, click the ellipsis (…) for the section (e.g., Inbound Monitor) and then Threshold.
2. Set values for Warning and Critical, pick colors, and click Confirm.
3. These customizations apply to the current dashboard; repeat as needed.

Member Availability Report (Manage Active Members)

1. From the Realtime tab, scroll to the Member Availability section.
2. View Real-time insight into member status and availability across call queues.
3. Use the down arrow next to each member to Toggle on the Receive call queue calls status.
4. Shows Zoom app presence and call status.

Call Queues Report

1. From the Realtime tab, scroll to the Call Queues section.
2. Drill down into service levels, average handling times, call volumes, wait times, and more, per site/queue/agent.
3. Click settings (gear) to add KPIs, or full-screen icon to expand for display.
4. Use the ellipsis (...) to see Queue Overview, Members Performance, Members opt-in/out, and jump to Call Queue Settings.

View Queue Analytics 

Overview Tab

1. Go to the Queue tab > Overview.
2. Filter:
   • Select a date range (up to 2 hours prior to current time)
   • Dropdowns for site, call queue, department, or cost center
3. (Optional) Export to CSV or PDF.
4. View these metrics:
   • Inbound Service Level
     • Use ..., then Service Level Threshold to set warning/critical levels and colors.
     • Switch between bar/line chart view.
   • In-queue Wait Time, Inbound Talk Time, Wrap-up Time, Hold Time
   • Inbound & Outbound Call Volumes
   • Callback Details (completed, overflowed, abandoned, timed out)
   • Queue-specific details & insights
     • Use ellipsis or settings for more options/kpi selection.

Calls Tab

1. Go to the Queue tab > Calls.
2. Shows total calls to your managed group(s), aggregated results, and detailed call logs.
3. Filter by date/site/queue/department.
4. (Optional) Export to CSV.
5. View Inbound Calls and Overflowed Calls.
6. Click Call Path for step-by-step call journey.

View Member Analytics

Performance Tab

1. Go to the Members tab > Performance.
2. Member metrics for inbound and outbound calls (real-time metrics available for current date).
3. Filter by date, site, call queue, department/cost center, search by name/extension/number.
4. Export to CSV.
5. Settings for KPI columns.
6. Use the arrow under Assigned Queues to change settings for a specific queue.
7. Under ellipsis (...):
   1. Opt-out/in history: Goes to Opt-out/in dashboard.
   2. User Settings: Goes to phone user settings.

Opt-out/in Tab

1. Go to the Members tab > Opt-out/in.
2. View/export member opt-in or opt-out activity for call queues.
3. Filter by date range, department/cost center, site, call queue (or all).
4. Search by name/extension; filter by site.

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Manage Opt-out Codes

1. Sign in to the U-M Zoom web portal with your U-M Credentials.
2. In the left navigation menu, click Phone System Management > Call Queues.
3. Click the name of the call queue you want to edit.
4. Click the Policy tab.
5. Scroll to the Call Queue Opt-out Reason section toggle to enable or disable it.
6. Click Edit to Add Reason as needed.

Schedule Reports

1. Log in to the U-M Zoom web portal with your U-M Credentials.
2. In the left navigation menu, click Account Management > Subscription Center.
3. Click Add to add a new report delivery.
4. In the Subscription section:
   1. Enter a name of your subscription in the Subscription Name field. E.g (TA- Reports)
   2. Under Report or Dashboard, click the drop-down arrow, then select Call Queue Historical Report.
   3. Under Target, click the drop-down arrow to select one of the available queues to run reports for.
5. Customize the Delivery Settings Section (Time Zone, Frequency, Time frame, Report Date/Time Range, and Email Recipients)
6. Toggle on the Active Status
7. Click Save

Note: You may click the hyperlink of the report name from the Subscription Center to edit the report as needed or toggle off the Active Status to stop delivery.