Zoom Contact Center admins can view information and export data for agents' availability and opt-in/out status. You can also subscribe to email report notifications to receive agent reports by email.
Notes:
This article covers:
Notes:
The Duration column indicates the length of time that the agent spent in the associated status and sub-status. If you need to calculate the amount of time spent for a specific status, add up all rows with that status. Each row may have different sub-statuses tied to the same status.
For example, if an agent was in the Ready status but had a Ringing sub-status for 30 seconds, there will be 3 entries in the table. You need to add up all 3 durations to calculate the time in the Ready status.
Status | Sub-Status |
Ready | Idle |
Ready | Ring |
Ready | Idle |
Note: For information on metrics included in the agent report, see the Zoom Contact Center metrics glossary.
Displays the percentage of agents in each availability status in the time period specified at the top of he Overview tab. Each block represents 1 hour. Hover over a block to display the 1-hour period. For example, if a block displays 70% in the Offline status, this means 70% of agents were offline during the 1-hour period. If you have custom statuses, you will not see separate rows for each customs status. All custom statuses are included in the Custom Status row. Use these options to customize this widget:
Displays the percentage of agents in the Ready and Occupied statuses in the time period specified at the top of the Overview tab. Hover over the line graph to display the percentage of agents in the Ready and Occupied statuses in a specific 1-hour period.
Displays the percentage of total agent occupied duration that belong to Automatic Consumer Distribution (ACD) voice engagements, non-ACD voice engagements, and video engagements. Hover over the pie chart to display the percentage and duration for each metric.
Displays the average inbound ring duration in the time period specified at the top of the Overview tab. The blue line displays the average. The light grey area displays the longest and shortest ring duration. Hover over the line graph to display the average, longest, and shortest ring duration for a specific day.
Click the drop-down menu to change the channel type.
Displays the average inbound handling duration in the time period specified at the top of the Overview tab. The blue line displays the average. The light grey area displays the longest and shortest handling duration. Hover over the line graph to display the average, longest, and shortest handling duration for a specific day.
Click the drop-down menu to change the channel type.
Displays the average inbound hold duration in the time period specified at the top of the Overview tab. The blue line displays the average. The light grey area displays the longest and shortest hold duration. Hover over the line graph to display the the average, longest, and shortest hold duration for a specific day.
Click the drop-down menu to change the channel type.
Displays the average inbound wrap-up duration in the time period specified at the top of the Overview tab. The blue line displays the average. The light grey area displays the longest and shortest wrap-up duration. Hover over the line graph to display the average, longest, and shortest wrap-up duration for a specific day.
Click the drop-down menu to change the channel type.
Displays the number of inbound, completed, missed, and declined inbound engagements in the time period specified at the top of the Overview tab. Hover over the line graph to display the specific numbers.
Use these options to customize this widget:
Displays the number of inbound, completed, missed, and declined inbound engagements in the time period specified at the top of the Overview tab. Hover over the line graph to display the specific numbers.
Use these options to customize this widget:
Displays general information on agents and their assigned queues. Enter keywords in the search field to search for a specific agent. In the top-right corner, click the drop-down menu to filter by queue.
Click an agent's display name to filter all Overview tab sections to only display data for that agent.
Displays details about agents' time in each of the standard statuses. You will see the following information:
Note: For more information on metrics included in agent reports, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.
Displays details about agents' total duration in each status. You will see the following information:
Note: For more information on metrics included in agent reports, see the articles for agent availability metrics, voice and video metrics, and chat and SMS metrics.
Displays details about agents' current status. You will see the following information:
Displays details about agents' out-in/out status. You will see the following information: