Changing Zoom Contact Center performance settings

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

Requirements for changing account-level analytics settings

Table of Contents

How to change account-level performance settings

  1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. In the left-side panel, click Performance.
  4. Change the following settings.

How to change queue-level performance settings

  1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
  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.

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.

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