Viewing Zoom Contact Center engagement logs

Zoom Contact Center admins can view engagement logs in the web portal to see information on closed engagement's. Closed engagements are past engagements that have ended and the agent has completed the wrap-up period. You can view information on closed engagements like the queue the engagement was routed to and how much time the agent spent in the wrap-up period.

You can also view information about closed or active engagements using the Zoom desktop client. For SMS engagements, use the SMS log. For usage charges, use the voice call and SMS usage reports.

Requirements for viewing the engagement log

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• Access voice recordings privilege is required for viewing recordings using the Zoom web portal

How to view the engagement log

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit log settings.
2. In the navigation menu, click Contact Center Management then Logs.
3. Use the following options to filter data:
   
   • From / To: Specify the time period for the logs.
     • 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 and time, click a day in the calendar, then click the time field to set the time.
   • Search field: Enter keywords to search by engagement ID, agent, queue, or consumer phone number.
   • Direction drop-down menu: Select Inbound or Outbound.
   • Channel/Source drop-down menu: Select channel and source types to only display data for specific channels.
   • Click Filter to filter by the following:
     • Agent
     • Queue
       Note: Select No queue used to only display Non-Automatic Consumer Distribution (non-ACD) voice engagements.
     • Flow
     • Event
     • Disposition
4. (Optional) In the top-right corner, click Export to export the data as a CSV file.
5. (Optional) Click the gear icon and select the information to display.

Information in the engagement log

• • Direction: Specifies whether the engagement is inbound (initiated by the customer) or outbound (initiated by the agent).
  • Engagement ID: The unique identifier for the engagement. Click the ID to display associated engagement events.
  • Channel: The channel type of the engagement.
    • Voice: Voice engagement.
    • Video: Includes the following.
      • Video engagement that a consumer started from a website.
      • Video engagement that a consumer started from a Zoom Rooms kiosk integrated with a Zoom Contact Center video flow.
      • Video engagement that a consumer started from an in-app video.
    • Messaging: Messaging engagement that a consumer started through chat in-app or on the web, Facebook Messenger, WhatsApp or SMS.
    • Email: Email engagement.
  • Source: The specific platform or method through which the engagement was initiated.
  • Start Time: The start time of the engagement. For inbound engagements, this is when the consumer starts waiting in the queue. For outbound, this is when the agent starts calling a consumer.
  • Consumer:
    • For voice and SMS engagements, caller ID number and/or display name of the consumer, depending on if the number exists in the address book.
      • Caller display name: The caller’s display name from the address book. This means that the caller ID number exists in the address book and was previously added by an agent or admin using the Zoom desktop app or web portal.
      • Caller ID number: The consumer's caller ID number. This means that the caller ID number doesn’t exist in the address book and hasn’t been added by an agent or admin.
    • For web chat engagements, displays the name entered by the consumer after clicking the chat engagement invitation.
    • For video engagements started from a web site, displays Customer by default.
    • For video engagements started from Zoom Rooms kiosk integrated with Zoom Contact Center, displays the display name of the Zoom Rooms kiosk.
  • Agent: The name of the agent handling the engagement.
  • Queue: The associated queue that the engagement is routed through.
  • Flow: The flow associated with the engagement.
  • Total Duration: The total duration of the engagement in hours, minutes, and seconds.
  • Flow Duration: The duration of time between when the engagement starts, and when the engagement leaves the flow, for example to route into a queue. This doesn’t apply to scheduled callbacks.
  • Waiting Duration: The duration that the consumer spent waiting in the queue.
  • Handling Duration: The combined length of the talking duration and wrap-up duration. For messaging and email channels, handling duration in historical reports excludes inactive periods, while real-time reports currently include them.
  • Wrap-up Duration: The amount of time from when an agent begins the wrap-up process after an engagement to when the engagement is ended.
  • Recording Consent: Indicates the type of consent obtained for recording the engagement. Options include passive consent, explicit consent, or no consent (off).
  • Voicemail: The number of voicemails left by the customer.
  • Recordings (only applies to voice engagements): Displays the associated voice call recording if the call was recorded. Click the recording timestamp to display these options.
    Note: View the recording logs to see more information about recordings.
    
    • Play icon : Play the recording.
    • Download: Save the recording as an MP3 file.
    • Delete: Delete the call recording. It will be deleted for everyone who has access as well.
  • Disposition: The disposition selected by the agent.
  • Notes: Click View to display notes left by agents.
  • Transcript: The textual record of the engagement. To view and download the transcript, click on View Transcript. Additionally, you can click the Download button next to the engagement to download the transcript directly.
  • Click the ellipses icon for this option:
    • Erase Personal Information