Admins, supervisors, or agents can use the historical queue chart report to make effective data-driven decisions by viewing metrics in various chart formats like bar and line charts. For definitions of metrics tracked in historical reports, see the metrics glossaries for voice/video and chat/SMS.

You can also access analytics using the desktop client and subscribe to email report notifications.

This article covers:

• How to view and customize the historical queue chart report
• Information in the queue chart report
  • Overview tab
  • Voice tab
• How to customize thresholds for Service Level

Prerequisites for viewing historical reports

• 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 and customize the historical queue chart report

The call queue historical chart report provides values and trendlines on service levels, call handling and wait times, call volume, queue statistics, and more. You select a date range of up to 2 years for historical reports.

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

1. Sign in to the Zoom web portal as a call queue member or admin.
2. In the navigation menu, click Analytics & Reports.
3. In the Historical Reports section, click Queue Chart Report.
4. Click one of the tabs to view data for Voice, Video, or Messaging (for web chat, in-app chat, and SMS). If you clicked Messaging, click one of the sub-tabs for Web Chat or SMS.
5. Use the following options to filter or customize the data:
   
   • In the top-right corner, click Setting to change these settings:
     
     • 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.
     • 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.
   • Select a queue using the Queue drop-down menu at the top to only view data from a specific queue.
   • Click the expand icon to maximize any graph.
   • Click Export to export data to a CSV file.

Information in the queue chart report

Note: This section provides an overview of the charts displayed in the queue chart report. For information on metrics included in the queue chart report, see the Zoom Contact Center metrics glossary.

Overview tab

You will see the following omni-channel data in the Overview tab:

• Inbound Engagement Skills Composition: Displays which skill categories and associated skills were matched to the inbound engagement based on the rules of the agent routing profile in the queue. This chart only displays up to 5 skill categories with the most significant percentage.
  • Hover over a portion of the chart to view counts and percentages.
  • Click the drop-down menu to filter data by channel.
• Inbound Engagement Skills Distribution: A bubble chart showing up to 10 skills plotted against the associated engagements' average waiting duration and average handling duration. The size of each bubble depends on the total number of associated engagements. The position of each bubble depends on the average waiting duration (Y-axis) and average handling duration (X-axis). For example, a skill with a relatively large number of engagements and low average waiting and handling duration will appear as a large bubble in the bottom-left corner.
  • Hover over a bubble to view details on the metrics for that skill.
  • Click the drop-down menu to filter data by channel.
• Inbound Engagement Skills Insights: A line chart showing a metric over time for a specific skill category.
  • Click the drop-down menu to select a skill category. Each associated skill will have its own line.
  • Click the Waiting Duration, Handling Duration, or Match Rate tab to show that metric for the associated engagements that were matched with the specified skill category.
  • (Optional) Select the Show Longest Duration check box to show the longest waiting or handling duration for each day as a dotted line.
  • Hover over the line to display metric details for a specific day.
• Inbound Engagements: The number of inbound engagements for each channel. Hover over a portion of the circle chart to view details on a specific channel.
• Outbound Engagements: The number of outbound engagements for each channel. Hover over a portion of the circle chart to view details on a specific channel. Outbound engagements can only be made using voice calls or SMS.
• Inbound Engagement Rules: Displays the overall journey for all engagements in the selected channel. Click the drop-down menu to change the channel. This chart contains the following parts. Hover over these parts to view details on the journey:

  • Blue bar: Hover over to view the total number of inbound engagements.

  • Blue path: Hover over to view the number and percentage of engagements for the first engagement route; for example, abandoned, completed, in flow, or routed to a queue.

  • Orange bar: Hover over to view the number of engagements for the second engagement route; for example, abandoned, completed, in flow, or routed to a queue.

  • Orange path: Hover over to view the number and percentage of engagements for the third engagement route; for example, abandoned, completed, in flow, or routed to a queue.

  • Gray bar: over over to view the number of engagements routed to a queue.

  • Gray path: Hover over to view the number and percentage of engagements for the final engagement route; for example, abandoned, completed, overflowed, transferred to another agent/queue.

• Top 10 Agents: The top agents according the metric specified in the drop-down menu. Click an agent's display name to view the historical chart report for that agent.
• Top 10 Queues: The top queues according the metric specified in the drop-down menu. Click a queue's display name to view the historical chart report for that queue.
• Top 10 Skills: The top 10 skills used to route engagements based on the metric specified in the drop-down menu.

Voice tab

• Top Skill Categories Needed: The top skill categories that were used route engagements.

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 queues are 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 metric 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. In the Historical Reports section, click Queue Chart Report.
4. Click one of the tabs to view data for Voice, Video, or Messaging (for web chat, in-app chat, and SMS). If you clicked Messaging, click one of the sub-tabs for Web Chat or SMS.
5. In the Service Level widget, click the ellipses icon  in the top-right corner, then click Threshold.
6. Select a value in the Threshold Time drop-down menu.
   Note: The threshold time is used to calculate the Service Level.
7. (Optional) In the Variables drop-down menu, select variables to add to the Service Level calculation.
8. Enter a value for the Warning and Critical fields.
   Note: You can customize threshold colors when customizing the entire report. 
9. Click Save.
   Note: The customizations will only apply to the current dashboard you're on. Repeat the steps to apply the same customizations to the other dashboards.