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

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.

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.