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.

Requirements for viewing contact center metrics

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• 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 app.

• 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
• Occupied %: The percentage of the Online time in Occupied status.
• Offline: Agents that are signed out of Zoom Contact Center and are unavailable to receive inbound engagements or initiate outbound engagements.
• 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.
• 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.
• 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.
• Ready %: The percentage of the Online time spent in the Ready status.
• Total Agents: The total number of members in the selected call queue.
• 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 app.

• Dialing: Agent is in the process of making an outbound voice call or SMS message.
• 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.
• Force: The status was automatically set.
• Holding: Agent placed the consumer on hold during a voice engagement.
• Inbound: Agent is handling an inbound engagement.
• Outbound: Agent is handling an outbound engagement.
• Transferring out: Agent is in the process of transferring a call using warm transfer.
• Transferring in: Agent is receiving a warm transfer.
• Wrapping up: Agent is in the wrap-up duration.
• Offline system job: The agent’s computer is losing connection to Zoom’s server farm and going offline involuntarily.
• Custom statuses: If set by the admin, you will also see custom statuses that agents selected.