Viewing Zoom Contact Center queue analytics

Admins, supervisors, and agents can use the real-time queue analytics dashboard to make effective data-driven decisions. The real-time queue analytics dashboard provides critical details like service level, average call handling times, and call volume counts, with the ability to drill down further into specific queues and agents. For definitions of metrics tracked in the real-time dashboard, see the metrics glossaries for voice/video and chat/SMS.

You can also access analytics using the desktop app and customize the real-time analytics wallboard.

For real-time engagement, queue, and agent information, use the real-time monitor.

Requirements for viewing queue analytics 

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

How to view queue analytics and omni-channel data

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

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 Real-time Analytics section, click Queue Analytics.
   You will see the following omni-channel data in the Overview tab:
   Note: For the Voice, Video, Messaging, and Email tabs, click Real-time Monitor to view the real-time engagement, queue, and agent information.
   • Agent Availability: The percentage of agents in the various availability statuses. Hover over the chart to better see a breakdown of agent availability.
   • Agent Ready: The number of agents in the Ready status for each channel.
   • Agent Occupied: The number of agents in the Occupied status for each channel.
     Note: If an agent is occupied in more in multiple engagements, they would counted in each part of the bar chat. For example, if an agent is occupied in a voice and chat engagement, they would be counted in the Voice and Messaging bars.
   • Waiting Duration: The number of engagements for each waiting duration in minutes. Click the drop-down menu to change the channel.
   • Inbound Handling Duration: The number of engagements for each handling duration in minutes. Click the drop-down menu to change the channel.
   • Completed Inbound Engagements: The number of closed inbound engagements for each channel. Click the drop-down menu before the chart to change the time period.
   • Completed Outbound Engagements: The number of closed outbound engagements for each channel. Click the drop-down menu before the chart to change the time period.
   • Inbound Engagements Details: A chart showing the number of engagements in each stage of the engagement route during the specified period. Hover over each bar to view details. Click the drop-down menu to change the channel.
     Note: Metrics differ based on the type of channel being used. For a detailed explanation of the specific metrics available for each channel, see the Zoom Contact Center metrics glossary.

How to customize the queue analytics dashboard

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 Real-time Analytics section, click Queue Analytics.
5. Click one of the tabs to view data for Voice, Video, Messaging, or Email.
6. Click the Queue drop-down menu to select the queues to display data for. Alternatively, to display the dashboard for specific queue, scroll down to the end of the page, then click a queue's display name.
7. Use the following options to filter or customize the data:
   
   • In the top-right corner, click Setting to change these settings:
     
     • Timezone: Select a time zone for the metrics.
     • Set Colors: Click the down arrow icon to set the colors for warning and critical thresholds. 
   • In the top-right corner, click Select metrics to add additional data columns for metrics.
   • In the top-right corner of certain widgets, click the ellipses icon  to apply thresholds or customize which statistics are displayed.
   • Recently Completed drop-down menu: Specify the time period for calculating metrics that appear below this drop-down menu.

How to customize thresholds for Service Level

You can apply custom thresholds and associated colors to the Service Level so that you can easily gauge how well the queue is operating.

For example, you can set a Critical threshold of 20% and set the associated color to red. If the Service Level falls below 20%, the statistic will appear red in the real-time and historical analytics dashboard.

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 Real-time Analytics section, click Queue Analytics.
5. Click one of the tabs to view data for Voice, Video, Messaging, or Email. 
   Note: You can also click Wallboard to apply thresholds for the wallboard.
6. (optional) Click the Queue drop-down menu to select the queues to display data for. Alternatively, to display the dashboard for specific queue, scroll down to the end of the page, then click a queue's display name.
7. In the Service Level widget, click the ellipses icon  then Threshold.
8. Select a value in the Threshold Time drop-down menu.
   Note: The threshold time is used to calculate the Service Level.
9. (Optional) In the Variables drop-down menu, select variables to add to the Service Level calculation.
10. Enter a value for the Warning and Critical fields.
    Note: You can customize threshold colors when customizing the entire dashboard. 
11. Click Save.
    Note: The customizations will only apply to the current dashboard tab you're on. Repeat the steps to apply the same customizations to the other dashboards.

How to customize thresholds for inbound video, voice, messaging, or email engagements

You can apply custom thresholds to the inbound metrics so that you can easily gauge how well the queue is operating.

For example, you can set a Critical threshold of 20% and set the associated color to red. If the metric falls below 20%, the metric will appear red in the dashboard.

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 Real-time Analytics section, click Queue Analytics.
5. Click one of the tabs to view data for Voice, Video, Messaging, or Email. 
   Note: You can also access the real-time analytics dashboard, then click Wallboard to apply thresholds for the wallboard.
6. (Optional) Click the Queue drop-down menu to select the queues to display data for. Alternatively, to display the dashboard for specific queue, scroll down to the end of the page, then click a queue's display name.
7. In the top-right corner of the Inbound Engagement Events widget, click the ellipses icon  then Threshold.
8. Enter a values for the Warning and Critical fields under each metric.
9. Click Save.
   Note: You can customize threshold colors when customizing the entire dashboard.