Subscribing to Zoom Contact Center email reports

Contact center admins can subscribe email addresses to periodically receive email notifications for voice, video, chat, and SMS metrics found in the historical reports; and queue/availability metrics found in agent reports. A ZIP file will be attached to the email notifications and contain the relevant reports as CSV files.

You can also set up real-time alerts for when specific queues approach or reach certain metric thresholds.

Requirements for viewing historical reports

• Pro, Business, or Education account
• Account owner or admin privileges; 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 subscribe to Zoom Contact Center email reports

Note: For information on metrics included in email reports, see the Zoom Contact Center metrics glossary.

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 Subscriptions.
   Note: You can also access subscription by clicking Subscribe in the top-right corner of the queue chart report.
5. Click Add Subscription to create a new subscription, or click the display name to edit an existing subscription.
6. Enter the following information:
   • Name: Enter a subscription display name to help you identify the subscription. This name is not used in the email notification.
   • Recipient Email(s): Enter email addresses that will receive the email notifications.
   • Queue(s): Select the queues to subscribe to.
   • Report Type(s): Select the reports to subscribe to.
     • Agent Reports
       • Metrics details: Displays a log of agents and their average handling and wrap-up durations. The log also displays the percentage of time spent in each availability status.
       • Time sheet: Displays a log of agents when the time that they entered each availability status.
     • Queue Table Reports
       • Queue summary table: Contains data from the queue chart report like the Service Level and call volume.
       • Queue agent table: Contains agent data from the queue chart report like call volume.
     • Queue Detail Report
       
       • Voice call summary: Displays a log of voice engagements with the main duration metrics like waiting, hold, wrap-up duration. The log also displays associated information like the associated consumer, agent, queue, and flow.
       • Abandoned voice calls: Displays a log of the abandoned calls with associated information like the associated consumer, agent, queue, and flow.
       • Overflowed voice calls: Displays a log of the overflowed calls with associated information like the associated consumer, agent, queue, and flow.
       • Missed voice calls: Displays a log of the missed calls with associated information like the associated consumer, agent, queue, and flow.
       • Video call summary reports: Displays a log of video engagements with the main duration metrics like waiting, talking, wrap-up duration. The log also displays associated information like the associated consumer, agent, queue, and flow.
       • Web chat summary reports: Displays a log of chat engagements with the main duration metrics like waiting, messaging, wrap-up duration. The log also displays associated information like the associated consumer, agent, queue, and flow.
       • SMS summary reports: Displays a log of SMS engagements with the main duration metrics like waiting, messaging, wrap-up duration. The log also displays associated information like the associated consumer, agent, queue, and flow.
     • Interval Report
     • Surveys Report
       • Survey result details: This is only available for voice channel.
   • Frequency: Select a frequency for the emails. This will determine the time period covered in the reports. For example, if you set the frequency to Weekly, the email report will cover the last 7 days.
   • Delivery Day: If you selected a weekly or monthly frequency, select the day that the reports will be sent.
7. Click the checkbox to confirm, then click Subscribe.

How to delete existing subscriptions to Zoom Contact Center email reports

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 Subscriptions.
   Note: You can also access subscription by clicking Subscribe in the top-right corner of the queue chart report.
5. Follow one of these options:
   • To delete several subscriptions at once, select the check boxes to choose inboxes to delete. At the top of the table, click Delete.
   • To delete one subscription, locate the subscription you want to delete. Click the ellipses icon then Delete.