Viewing the Zoom Contact Center agent report

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.

Requirements for viewing agent status reports

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
  Note: Supervisors and agents can only view data for the queues they're a member of.
• Zoom Contact Center license

How to view agent reports

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. Click the Contact Center tab.
4. In the Historical Reports section, click Agent Report.
5. (Optional) In the top-right corner, click Setting to change the time zone.
6. Click one of the tabs.
7. Use the following options to filter and select metrics in the Overview tab:
   • Specify the time period at the top of the page.
   • In the top-right corner, click Select metrics, then select the metrics to display in the Overview tab.
   • Click By Hour or By Day to displays metrics based on hourly or daily intervals.
8. Use the following options to filter and export data in the Time Sheet, Metrics Details, Status History, or Opt-in/out Changes tabs:
   
   • Time Zone: Click the currently-set time zone to change the time zone used for the From and To fields.
   • From / To: Specify the time period for the report.
     • To specify a lookback period, click the From or To field, then click one of the lookback periods to the left of the calendar, for example, Last Week or Last Month.
     • To specify a date, click a day in the calendar.
   • Click Export to export the data as a CSV file.
   • Click these drop-down menus to filter data. Some filters are only available for certain tabs.
     
     • Agent
     • Queue
       Note: Select No queue used to only display Non-Automatic Consumer Distribution (non-ACD) voice engagements.
     • Distribution: Display non-ACD or ACD engagements.
     • Status
     • Opt-in / Opt-out

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.

• If the queue distribution method is set to Longest Idle while Ready, the Longest Idle Duration metric includes the time that the agent was in Ringing status.
• If the queue distribution method is set to Longest Idle, the Longest Idle Duration metric does not include the time that the agent was in Ringing status.

Overview tab

Note: For information on metrics included in the agent report, see the Zoom Contact Center metrics glossary.

Agent Status Allocation section

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:

• Click and drag the bottom light blue bar to change the time period covered that's within the specified time period at the top of the tab.
• Click and drag the edges of the light-blue bar to change the length of the time period covered.

Capacity Utilization section

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.

Agent Occupied Duration Allocation section

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.

Ring Duration section

Displays the average 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.

Click the drop-down menu to change the channel type.

Agent First Message Delay section

Displays the amount of time it takes an agent to respond to a consumer’s initial message specified in the time period at the top of the Overview tab. Hover over the line graph to display the specific numbers.

Click the drop-down menu to change the channel type.

Inbound Handling Duration section

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.

Click the drop-down menu to change the channel type.

Inbound Hold Duration section

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.

Click the drop-down menu to change the channel type.

Inbound Wrap-up Duration section

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.

Click the drop-down menu to change the channel type.

Agent Response to Inbound Engagements section

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:

• Click the drop-down menu to change the channel type.
• Click a metric in the legend to show or hide it from the graph.

Outcomes of Outbound Engagements section

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:

• Click the drop-down menu to change the channel type.
• Click a metric in the legend to show or hide it from the graph.

Agents section

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.

• Agent Name: The display name of the agent.
• Queue: The queues that the agent is a member of.
• Channel: The channel type of the queue.

Click an agent's display name to filter all Overview tab sections to only display data for that agent.

Time Sheet tab

Displays details about agents' time in each of the standard statuses. You will see the following information:

• Agent Name: The display name of the agent.
• Ready, Not Ready, Occupied, Online, Offline: The amount of time that the agent spent in each standard status.
• Ready %, Not Ready %, Occupied %: The percentage of time that the agent spent in Ready, Not Ready, or Occupied status while they were sign in to the Zoom desktop app.

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.

Metrics tab

Displays details about agents' total duration in each status. You will see the following information:

• Agent Name: The display name of the agent.
• Queue: The queue that the agent is a member of.
• Channel: The channel type of the queue.
• Avg. Handling Duration, Avg. Wrap-up Duration: Duration metrics.
• Ready, Not Ready, Occupied, Online, Offline: The amount of time that the agent spent in each standard status.
• Ready %, Not Ready %, Occupied %: The percentage of time that the agent spent in Ready, Not Ready, or Occupied status while they were sign in to the Zoom desktop app.

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.

Status History tab

Displays details about agents' current status. You will see the following information:

• Agent Name: The display name of the agent.
• Status: The current status of the agent.
• Sub-Status: The current sub-status of the agent.
• Start Time: The time that the agent entered the status.
• Duration: The amount of time they have been in that status.

Opt-in/out History tab

Displays details about agents' out-in/out status. You will see the following information:

• Agent Name: The display name of the agent.
• Queue: The queue that the agent is a member of.
• Opt-in/out: The opt-in/out status set.
• Start Time: The time that the agent entered the status.
• Duration: The amount of time they have been in that status.
• Modified by: The contact center user that changed the agent's status.
• Opt-out Reason: If opt-out reasons are enabled, this column displays the selected reason if the agent opted out.

Notes:

• You can view real-time agent information like their opt-in/out status.
• For information on metrics included in the agent report, see the Zoom Contact Center metrics glossary.