Account owners and admins can view the real-time monitor dashboard to view real-time engagement, queue, and agent information. You can also view live information on active engagements using the Zoom desktop client, and real-time agent availability and opt-in/out status.

This article covers:

• March 2023 changes to real-time metrics
• How to view the real-time monitor dashboard
• Real-time monitor information for the Voice channel
  • Active Engagements tab
  • Queue Monitor tab
  • Agent Monitor tab
• Real-time monitor information for the Video channel
• Real-time monitor information for the Messaging channel

Prerequisites for viewing the real-time monitor dashboard

• 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

March 2023 changes to real-time metrics

Starting March 24, 2023, the following metrics have been moved to the real-time monitor:

• Active Calls
• Live Waiting Calls
• Talking Calls
• Calls on Hold
• Agent Availability

Follow the next section for instructions on accessing the real-time monitor dashboard. Before March 24, 2023, these metrics were located in the queue analytics dashboard.

How to view the real-time monitor dashboard

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. In the Real-time Analytics section, click Queue Analytics.
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. In the Real-time Monitor section, click View Monitor or View engagements.

Real-time monitor information for the Voice channel

If you're viewing the real-time monitor for voice, you will see the following information:

Note: For information on metrics included in the real-time monitor dashboard, see the Zoom Contact Center metrics glossary.

Active Engagements tab

Note: Below the Active Engagements tab, click the embedded links to drill in on the metrics.

• Direction: Displays if the engagement was inbound or outbound. Inbound means an agent receives an engagement through a queue. Outbound means an agent made an outbound engagement.
• Engagement ID: The unique identifier for the engagement. Click the ID to copy it.
• Start Time: Displays the start time of the engagement.
• Talking Duration / Messaging Duration: The total handling time of the engagement in hours, minutes, and seconds.
• Consumer: The caller ID number and/or display name of the consumer, depending on if the number exists in the address book. 
  • Caller display name: The caller’s display name from the address book. This means that the caller ID number exists in the address book and was previously added by an agent or admin using the Zoom desktop client or web portal.
  • Caller ID number: The caller’s caller ID number. This means that the caller ID number doesn’t exist in the address book and hasn’t been added by an agent or admin.
• Agent: The Zoom profile display name of the agent that is assigned to the engagement.
• Queue: The associated queue that routed the engagement.
• Status/Time in: The current status of the engagement and the amount of time in that status. You will see one of these statuses. 
  • In Flow: The engagement is being routed by a flow.
  • In Queue: The consumer is waiting in the queue.
  • Callback: The consumer in the engagement has requested a callback and is waiting for a callback.
  • Ringing: The engagement is waiting to be assigned to an agent.
  • Assigned: The consumer has been routed or manually assigned to an agent.
  • Assigned (On Hold): The consumer has been routed or manually assigned to an agent but is on hold.
• Waiting Duration: The total waiting time of the engagement in hours, minutes, and seconds.
• Agent First Message Speed (only displayed for messaging engagements): See the definitions of chat/SMS metrics for more information.
• Hold Duration (only displayed for voice engagements): The total hold time of the engagement in hours, minutes, and seconds.
• Flow: The display name of the flow handling the call.
• Duration in Flow: The total time the consumer spent in the flow.

• Required Skills/Proficiency: The required skills and proficiency levels (in parentheses) that agents must have to be assigned the engagement. Required skills and proficiency levels are specified in the associated agent routing profile.

• Optional Skills/Proficiency: The optional skills and proficiency level (in parentheses) that were used to route to an agent. You will see the Matched label if Zoom Contact Center was able to find an agent that matches that specific skill and proficiency level. Otherwise, you will see the Not Matched label if it wasn't able to find an agent that matches that specific skill and proficiency level. Skills and proficiency levels are specified in the associated agent routing profile.

• Agent Skills/Proficiency: The skills and proficiency level (in parentheses) of the assigned agent. You can view user settings to see an agent's skills and proficiency levels.

• Queue Wait Type: Displays the origin of the call if the status is Waiting Call or On Hold.
  • Callback:  The consumer is waiting as a result of a callback, or
  • Live waiting: The consumer has entered the queue through the entry point (phone number).
• Last Widget: The display name and widget type of the last widget in the flow.
• View Events: View engagement events.

Queue Monitor tab

• Queue: The display name of the queue. Click the display name to view real-time queue analytics for that queue.
• Queue metrics: For more information on metrics included in the real-time monitor dashboard, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.

  • Active Calls

  • Live Waiting Calls

  • Talking Calls

  • Calls on Hold

  • Agent availability

Agent Monitor tab

• Name: The Zoom profile display name of the agent.
  Note: Admins can set a separate Zoom Contact Center display name.
• Status: The current status of the agent. You can also set an agent's status.
• Status Duration: The amount of time the agent has have been in the current status.
• Active Calls: The number of active engagements in the selected channel that the agent is currently in.
• Talking Calls: The number of active voice engagements that the agent is currently in, and the agent is talking to the consumer.
• Calls on Hold: The number of active voice engagements where the agent has placed the consumer on hold.
• Opt-In Queues: The queues that the agent is a member of, and they've enabled notifications from the queue. 
  Note: Use the My Agents page to change an agent’s opt in / opt out status.
• Opt-out Queues: The queues that the agent is a member of, and they've disabled notifications from the queue. 
  Note: Use the My Agents page to change an agent’s opt in / opt out status.

Real-time monitor information for the Video channel

If you're viewing the real-time monitor for video, you will see the following information:

Note: For information on metrics included in the real-time monitor dashboard, see the Zoom Contact Center metrics glossary.

• Direction: Displays if the engagement was inbound or outbound. Inbound means an agent receives an engagement through a queue. Outbound means an agent made an outbound engagement.
• Engagement ID: The unique identifier for the engagement. Click the ID to copy it.
• Campaign Name: The display name of the associated campaign.
• Campaign Tag: The tag of the associated campaign.
• Start Time: Displays the start time of the engagement.
• Talking Duration / Messaging Duration: The total handling time of the engagement in hours, minutes, and seconds.
• Consumer: For video engagements, displays Customer by default
• Agent: The Zoom profile display name of the agent that is assigned to the engagement.
• Queue: The associated queue that routed the engagement.
• Status/Time in: The current status of the engagement and the amount of time in that status. You will see one of these statuses. 
  • In Flow: The engagement is being routed by a flow.
  • In Queue: The consumer is waiting in the queue.
  • Callback: The consumer in the engagement has requested a callback and is waiting for a callback.
  • Ringing: The engagement is waiting to be assigned to an agent.
  • Assigned: The consumer has been routed or manually assigned to an agent.
  • Assigned (On Hold): The consumer has been routed or manually assigned to an agent but is on hold.
• Live Waiting Duration: The total waiting time of the engagement in hours, minutes, and seconds.
• Flow: The display name of the flow handling the call.
• Duration in Flow: The total time the consumer spent in the flow.
• Queue Wait Type: Displays the origin of the call if the status is Waiting Call or On Hold.
  • Callback:  The consumer is waiting as a result of a callback, or
  • Live waiting: The consumer has entered the queue through the entry point (phone number).
• Last Widget: The display name and widget type of the last widget in the flow.
• View Events: View engagement events.

Real-time monitor information for the Messaging channel

If you're viewing the real-time monitor for messaging, you will see the following information:

Note: For information on metrics included in the real-time monitor dashboard, see the Zoom Contact Center metrics glossary.

• Direction: Displays if the engagement was inbound or outbound. Inbound means an agent receives an engagement through a queue. Outbound means an agent made an outbound engagement.
• Engagement ID: The unique identifier for the engagement. Click the ID to copy it.
• Campaign Name: The display name of the associated campaign.
• Campaign Tag: The tag of the associated campaign.
• Start Time: Displays the start time of the engagement.
• Messaging Duration: The total handling time of the engagement in hours, minutes, and seconds.
• Consumer:
  • For SMS engagements, caller ID number and/or display name of the consumer, depending on if the number exists in the address book. 
    • Caller display name: The caller’s display name from the address book. This means that the caller ID number exists in the address book and was previously added by an agent or admin using the Zoom desktop client or web portal.
    • Caller ID number: The caller’s caller ID number. This means that the caller ID number doesn’t exist in the address book and hasn’t been added by an agent or admin.
  • For web chat engagements, displays the name entered by the consumer after clicking the chat engagement invitation.
• Agent: The Zoom profile display name of the agent that is assigned to the engagement.
• Queue: The associated queue that routed the engagement.
• Status/Time in: The current status of the engagement and the amount of time in that status. You will see one of these statuses. 
  • In Flow: The engagement is being routed by a flow.
  • In Queue: The consumer is waiting in the queue.
  • Callback: The consumer in the engagement has requested a callback and is waiting for a callback.
    Note: This status is only available for voice engagements. You can't monitor or assign engagements in this status.
  • Ringing: The engagement is waiting to be assigned to an agent.
  • Assigned: The consumer has been routed or manually assigned to an agent.
  • Assigned (On Hold): The consumer has been routed or manually assigned to an agent but is on hold.
• Waiting Duration: The total waiting time of the engagement in hours, minutes, and seconds.
• Agent First Message Delay: See the definitions of chat/SMS metrics for more information.
• Flow: The display name of the flow handling the call.
• Duration in Flow: The total time the consumer spent in the flow.
• Queue Wait Type: Displays the origin of the call if the status is Waiting Call or On Hold.
  • Callback:  The consumer is waiting as a result of a callback, or
  • Live waiting: The consumer has entered the queue through the entry point (phone number).
• Last Widget: The display name and widget type of the last widget in the flow.
• View Events: View engagement events.