Zoom Contact Center admins can set performance settings like the duration used for brief outbound engagements, and how the Service Level metric is calculated.

Note: For more information on metrics, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.

This article covers:

• How to change account-level performance settings
• How to change queue-level performance settings
• Performance settings
  • Service Level section
  • Outbound Reporting section

Prerequisites for changing account-level analytics settings

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license

How to change account-level performance settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Preferences.
3. In the left-side panel, click Voice and Video Engagements.
4. Change the following settings.

How to change queue-level performance settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
4. Change the following settings.

Performance settings

Service Level section

Note: If you're changing these settings at the account level, click the pencil icon for each channel then change these settings. If you're changing these settings at the queue level, the settings will depend on the queue's channel. Click Edit then change the settings relevant to the queue.

• Voice / Video
  • Answer time by agents for all inbound calls: Set the threshold answer time used to calculate the Service Level. For example, if you set this to 30 seconds, it means Service Level is calculated using all calls answered in less than 30 seconds.
  • All inbound calls offered except: Select whether to exclude short-abandoned and long-abandoned calls in the Service Level calculation.
    
    • Short-abandoned Calls: Select the check box to exclude short-abandoned calls from the calculation.
    • Long-abandoned Calls: Select the check box to exclude long-abandoned calls from the calculation.
  • Target: Set the target used for reporting. For example, if you set this to 80%, you can see the number of queues that were above and below this target. 
• In-app Chat / SMS / Web chat
  • First message speed by agents for all engagements: Set the threshold first message speed used to calculate the Service Level. For example, if you set this to 30 seconds, it means Service Level is calculated using the number of messages replied to in less than 30 seconds.
  • All inbound messaging engagements offered except: Select whether to exclude abandoned engagements.
    
    • Abandon quit engagements: Select the check box to exclude abandoned engagements from the calculation.
  • Target: Set the target used for reporting. For example, if you set this to 80%, you can see the number of queues that were above and below this target. 

Outbound Reporting section

Note: These settings are only available at the account level.

Change the duration used for brief outbound engagements, labeled in reports as Short calls. This automatically sets the duration for Long calls and Hang-up calls.

• • Short calls - Talking duration is between __ seconds and __ minutes: Click each drop-down menu to specify the duration for short calls. (Optional) Click the lock icon to only allow Zoom Contact Center admins to change this setting.
  • Longs calls: This is automatically set based on the upper limit set above.
  • Hang-up calls: This is automatically set based on the lower limit set above.