Viewing the Zoom Contact Center queue interval report

The queue interval report provides a summary of activity metrics, organized by specified time intervals (15 minutes, 30 minutes, hourly, daily, weekly, or monthly). Using the True to Interval method, this report displays activity across all relevant intervals for each engagement, regardless of when the activity occurred within the engagement. Results are presented in a tabular format and can be exported as a CSV file. You can use this report to review the Service Level metric over hourly intervals for the past week, allowing you to identify specific hours when the metric may be underperforming.

The queue interval report is available for all channels (voice, video, messaging, and email).

Requirements for viewing the Zoom Contact Center queue interval report

• Pro, Business, or Education account
• Account owner or admin privilege; or relevant role/privilege
  Note: Supervisors and agents can only view data for the queues they're a member of.
• Zoom Contact Center license

How to view the Zoom Contact Center queue interval report

1. Sign in to the Zoom web portal as an admin or a call queue member.
2. In the navigation menu, click Analytics & Reports.
3. Click the Contact Center tab.
4. In the Historical Reports section, click Interval Report.
5. Click one of the tabs to view data for Voice, Video, Messaging (for web chat, in-app chat, SMS, WhatsApp or Facebook Messenger), or Email.
6. Use the following options to filter or customize the data
   • Time Zone: Click the currently-set time zone to change the time zone used for the From and To fields.
   • From / To: Specify the time period for the report.
     • To specify a lookback period, click the From or To field, then click one of the lookback periods to the left of the calendar, for example, Last Week or Last Month.
     • To specify a date and time, click a day in the calendar, then click the time field to set the time.
   • Queue drop-down menu: Select a queue to only display data for a specific queue.
   • Interval: Select the time internal to use for the report. For example, selecting 1 Hour means the report will show a separate row for every hour in the specified time period.

Information in the queue interval report

• Queue: The associated queue that routed the engagement.
• Date Interval: The associated day that the time internal is in.
• Time Interval: The time interval used for the report. For example, selecting 1 Hour means the report will show a separate row for every hour in the specified time period.

Note: The report includes several metrics for each interval. For information on metrics included in the queue interval report, see the Zoom Contact Center metrics glossary.

How to understand the difference between engagement start and true to interval reporting

• Engagement Start: In this method, the system records the engagement based on when it started. For example, Inbound activity will be listed in the 9-10 AM interval because that’s when the engagement began. Even if the engagement lasted longer, Talk Time will only appear in the 9-10 AM interval.
• True to Interval: In this method, the system tracks the activity during each time period the engagement was active. So, the Inbound activity will show up in all three intervals (9-10 AM, 10-11 AM, and 11-12 PM). The Talk Time will also be split across the intervals: 1 hour in the first, 1 hour in the second, and 15 minutes in the third.

Note: If an engagement has multiple segments (for example, transfer, overflow, or callback), the engagement will appear multiple times in the interval report. For example, if an engagement contains a voice call and a callback, you will see two entries in the interval report:

• One entry labelled Original for the original voice call segment
• One entry labelled Callback for the callback segment of the voice call

This engagement still appears as one entry in the engagement log.