Viewing Zoom Phone user performance report

Zoom Phone User Performance Reports allow you to view the performance data of users such as unique outbound and inbound calls. 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.

Note: The user performance report is separate from the Zoom Phone usage report.

Requirements for viewing Zoom Phone User Performance Reports

• Business, or Education account
• Account owner or admin privileges
• Zoom Phone licenses in the account
• Zoom Phone Power Pack add-on

How to view the Zoom Phone User Performance Reports

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. Click the Zoom Phone tab.
4. Click User performance reports.
5. At the top of the page, filter the report:
   • Select the date you wish to view.
   • Select the Site, Primary Group, or Specific User using the dropdown menus to view data from a specific site, group, or specific user.
   • Select the Department or Cost Center using the dropdown menus to view data from a specific department or cost center.
6. (Optional) In the top-right corner, click Subscription Center to schedule Zoom Phone reports to be emailed to you.
   You will be directed to the Subscription Center.
7. (Optional) In the top-right corner, click Export to CSV to download the data in a CSV file.
8. In the Summary section, in the top-right corner of the chart, click the ellipsis , and select the data you want to see, and then click Confirm.
9. In the Overview section, use the following actions:
   1. To the right of Select a user to compare, enter a member in the search box, then view the following:
      • Under Number of Calls, you can see the average inbound, outbound, missed, completed, and answered calls.
      • Under Calls Missed or Answered by Other, you can see the average missed and answered by other calls.
      • Under Total Call or Hold Time, you can see the average call time and hold time.
   2. In the top-right corner of each section, click the ellipsis to customize your view, then click Confirm.
10. In the Leaderboard section, use the following actions:
    1. (Optional) In the top-right corner, click the settings icon to customize your view, then click Confirm.
    2. View the following:
       Note: A unique call refers to a situation where the user is either making a call to or receiving a call from the same phone number.
       
       • Name: Name of your users. The user's extension is displayed under their name.
       • Total Calls: Total number of calls per user.
       • Inbound: Total number of inbound calls received per user.
       • Direct (IN): Total number of direct inbound calls received per user.
       • Call Queue (IN): Total number of call queue inbound calls received per user.
       • Shared Line Group (IN): Total number of shared line group inbound calls received per user.
       • Auto Receptionist (IN): Total number of auto receptionist inbound calls received per user.
       • Others (IN): Total number of other inbound calls received per user.
       • Answered (IN): All answered inbound calls. Total number of completed calls per user.
       • Answered by Other: All other answered inbound calls.
       • Forwarded to Voicemail: Total number of calls forwarded to voicemail.
         Note: This only includes users' own voicemail. Access to others' voicemails is excluded.
       • % Missed: Percentage of missed calls per user. This counts the calls not answered, including the ones forwarded to voicemail in business time. This is calculated by % Missed = Missed / inbound.
       • Unique Inbound: Total number of unique inbound calls per user.
       • Outbound: Total number of outbound calls performed per user.
       • Connected (OUT): Total number of answered calls per user.
       • Unique Outbound: Total number of unique outbound calls performed per user.
       • Total Call Time: Displays the total call time.
       • Total Call Time (IN): Displays the total inbound call time.
       • Total Call Time (OUT): Displays the total outbound call time.
       • Avg. Call Time: Displays the average call time.
       • Total Hold Time: Displays the call's total hold time.
       • Primary Group: The primary group name is displayed.
       • Site: The site name is displayed.