Agent status metrics glossary
The following list defines agent status metrics available in Zoom Contact Center agents reports and queue analytics. You can also view definitions for voice/video or chat/SMS metrics.
This article covers:
Prerequisites for viewing contact center metrics
- Account owner, admin, supervisor, or agent role; or relevant privilege
- Pro, Business, or Education account
- Zoom Contact Center license
Status metrics
These metrics display the current number and percentage of agents in each status. Agents can change their availability status in the Zoom desktop client.
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Occupied (auto set and not selectable by agents): Agents in the Occupied status. This status is automatically set when they're in the following scenarios. They will not receive inbound notifications.
- In an active engagement (including if the engagement is placed on hold)
- In the wrap-up duration
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Occupied %: The percentage of the Online time in Occupied status.
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Offline: Agents that are signed out of Zoom Contact Center and are unavailable to receive inbound engagements or initiate outbound engagements.
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Online: The total duration of all agents signed in to Zoom Contact Center. This is calculated as the sum of the Ready, Not Ready, and Occupied status durations.
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Not Ready: Agents that set their status to Not Ready. Unavailable to receive inbound calls. They will be opted out of all queues they're a member of and will not receive inbound engagements.
Note: This also includes agents that select a custom Not Ready reason for being unavailable; for example, Break or Outbound Calls. Metrics for specific custom Not Ready reasons are not viewable in contact center analytics and reports. -
Not Ready %: The percentage of the Online time spent in the Not Ready status.
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Ready: Agents in the Ready status. This means they are available to receive inbound engagements for queues they're a member of and have opted in. They will receive inbound notifications from these queues.
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Ready %: The percentage of the Online time spent in the Ready status.
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Total Agents: The total number of members in the selected call queue.
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Utilization %: Occupied hours / Ready hours
Sub-status metrics
These sub-statuses are for reporting purposes only and are exclusively available in agent reports. Agents cannot view their occupied sub-status in the Zoom desktop client.
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Dialing: Agent is in the process of making an outbound voice call or SMS message.
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Ringing: Zoom Contact Center is notifying the agent of an inbound engagement; or the agent is making an outbound call is waiting for the consumer to answer.
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Force: The status was automatically set.
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Holding: Agent placed the consumer on hold during a voice engagement.
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Inbound: Agent is handling an inbound engagement.
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Outbound: Agent is handling an outbound engagement.
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Transferring out: Agent is in the process of transferring a call using warm transfer.
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Transferring in: Agent is receiving a warm transfer.
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Wrapping up: Agent is in the wrap-up duration.
- Custom statuses: If set by the admin, you will also see custom statuses that agents selected.