Zoom Contact Center agents, supervisor, and admins can view engagement events to see a detailed list of events that occurred during a specific engagement. For example, you can see when the engagement started, what flow widgets were used to route the consumer, and when the consumer ended the call.  

This article covers:

• Engagement events
  • Flow and queue events
  • Agent and supervisor events
  • Consumer events
• Viewing engagement events using the Zoom desktop client
• Viewing engagement events using the engagement log
• Viewing engagement events using the real-time analytics dashboard

Prerequisites for viewing engagement events

• Zoom desktop client for Windows or macOS, 5.14.5 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Account owner or admin privileges (for viewing engagement events in the web portal)

Note: All contact center users can view engagement events using the Zoom desktop client. Only admins and those with the relevant privilege can access engagement events using the web portal.

Engagement events

Engagement events include the following:

Flow and queue events

• Any flow widgets used to process the inbound engagement
• Route to widgets used to route inbound engagements, including the proficiency level
• Mapped skills in flow widget exit settings
• Queue that overflows to another queue or flow

Agent and supervisor events

• Agent adds one or more parties to the active voice engagement (conference call)
• Agent upgrades voice engagement to video
• Agent places video engagement on hold or un-holds video engagement
• Agent selects a skill while transferring to another agent
• Agent transfers voice engagement to voicemail
• Agent transfers a video engagement
• Supervisor barges in on a video engagement

Consumer events

• Consumer callback was offered
• Consumer accepted a callback offer
• IVR input was collected from the consumer and used to route the call
  Note: The engagement event log will also display the relevant required and optional skills, and associated proficiency level for each skill.

General events

• The duration that the engagement was ringing an agent
• The engagement ended
• The agent or consumer left the engagement
• The engagement is inactive or reactivated  
• The engagement is passed between several agents or queues

Viewing engagement events using the Zoom desktop client

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Engagements.
4. Locate an engagement using the Active or Closed tab. You can also copy and paste the engagement ID in the search bar.
5. Click an engagement's table row to view more engagement details.
6. In the right-side panel, click the Engagement tab.
7. Click View Events.

Viewing engagement events using the engagement log

Note: Only admins and those with the relevant privilege can access engagement events using the web portal.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Logs.
3. Click any of the tabs.
4. Locate an engagement to view events for. You can also copy and paste the engagement ID in the search bar.
5. Click the engagement ID to view the associated events.

Learn more about the engagement log.

Viewing engagement events using the real-time analytics dashboard

Note: Only admins and those with the relevant privilege can access engagement events using the web portal.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Analytics & Reports.
3. Click Real-time Analytics.
4. Click the Voice tab.
5. In the Inbound Monitor widget, click Live inbound voice calls.
6. Locate an engagement to view events for, then click View Events.

Learn more about the real-time analytics dashboard.