Call Queue Analytics and Reports (Power Pack)

Content

• Analytics & Reports Login
• Real-time Analytics
• Historical Reports
• User Performance Reports
• Manage Active Members
• Opt-out Codes

Analytics & Reports Login

To log in to the dashboard:

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

Real-time Analytics Dashboard

Call queue real-time analytics dashboard provides critical details such as:

• Service levels
• Call handling and wait times
• Call volume counts
• Queue Statistics- Average/longest wait time, Completed/abandoned/ missed call counts and more.

To view a customized data in your call queue real-time analytics: 

• Click Call Queue Real-time Analytics and select a site (Ann Arbor, Flint or Dearborn Campus) and a call queue using the drop-down menu at the top to view data from a specific site or a specific call queue.

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• Click the ellipses icon (...) in the top-right corner of the Service Level area or other widgets to apply specific Service level thresholds.

• Click the settings icon  and Select KPIs in the top-right corner to add additional data columns for KPIs.
• For the wallboard, hover over the top-left corner of which widget, then drag and drop to customize the position of each widget.

Historical Reports

Call queue historical dashboard is part of the Power Pack add-on. Data for historical call queue can be seen and exported within 30 minutes after receiving a call. You can select a date range of up to 2 years for you historical reports. Click Call Queue Historical Reports to view and customize the following reports:

Chart Report

Use the following options to filter or customize the data in the Chart Report :

• Select the site (Ann Arbor, Flint or Dearborn Campus) and call queue using the drop-down menus at the top to only view data from a specific site or call queue.
• Click Export to export data to a CSV file.
• Click the ellipses icon (...) in the top-right corner of certain widgets to apply specifc service level thresholds.

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Detail Report

Use the following options to view and customize the data in the Detail report.

• ​Select the site (Ann Arbor, Flint or Dearborn Campus) and call queue using the drop-down menus at the top to only view data from a specific site or call queue.
• Click Export to export data to a CSV file.
• Click Details in the last column to view more details about the call.

Opt-out/In Report

Use the following to view and customize the Opt-Out/In report:

• In the From and To box calendars, select a date range.
• In the Call Queues (All) drop-down menu, select a specific call queue or all call queues.
• In the site box, select a specific site or all to view its opt-out report.

User Performance Reports

User Performance reports is part of the Power Pack add-on that allow you to view the performance data of each user. As an admin, you can view the average number of inbound and outbound calls for a group of users on a daily, and weekly basis, as well as missed calls, and calls answered by others.

Manage Active Members

The Call Queue admin can turn on/off active members remotely through the U-M Zoom web portal. 

1. Sign in to the U-M Zoom web portal with your U-M Credentials.
2. In the left navigation menu, click Analytics & Reports.
3. Click Zoom Phone Analytics.
4. Call Queue Real-time Analytics
5. CQ admin can toggle on/off Receive Queue Call to manage queue members.

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Opt-out Codes

Admin with Power pack license can configure opt-out reason codes through the U-M Zoom web portal as well. to do that:

1. In the navigation menu, click Phone System Management then Call Queues.
2. Click the name of the call queue you want to edit.
3. Click the Policy tab.
4. Click the Call Queue Opt-out Reason toggle to enable or disable it.

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     5. Once the opt-out reason codes are available, the CQ admin can toggle opt-in/out for queue members- from the Call Queue Real-time Analytics.​​