Viewing engagement logs (web portal)

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.

This article covers:

Prerequisites for viewing the engagement log

How to view the engagement log

  1. Sign in to the Zoom web portal.
  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 drop-down menu: Select channel types to only display data for specific channels.
    • Click Filter to filter by the following:
  4. (Optional) In the top-right corner, click Export to export the data as a CSV file.

Information in the engagement log