Call queue real-time analytics dashboard

Zoom Phone customers use the call queue feature to handle calls for various departments such as sales, support, and service. Call queue admins and members can use the call queue real-time analytics dashboard to make effective data-driven decisions. The call queue real-time analytics dashboard provides critical details like service level, average call handling times, call volume counts, average/longest wait time, completed/abandoned/overflow call counts, and more with the ability to drill down further into specific sites, call queues, and agents.

You can also set up email notifications for call queue real-time analytics.

The call queue real-time analytics dashboard is part of the Power Pack add-on, which also includes the Zoom Assistant and call queue historical dashboard. You can also use the real-time dashboard to view opt-out reasons and change whether members receive queue calls.

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This article covers:

Prerequisites for viewing the call queue real-time analytics

Notes:

How to customize the real-time analytics dashboard

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation panel, click Analytics & Reports.
  3. Click Call Queue Real-time Analytics.
    Note: If you don't see this menu, make sure to review the requirements in the prerequisites
  4. Use the following options to filter or customize the data:

How to customize the real-time analytics wallboard

The wallboard provides a fully customizable version of the real-time analytics dashboard. You can select which KPIs are displayed, customize the position of each widget, and determine thresholds. The wallboard URL is a permalink that lasts for 8 hours. You can also add wallboards to Zoom Rooms Digital Signage.

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation panel, click Analytics & Reports.
  3. Click Call Queue Real-time Analytics.
  4. If you want to view the wallboard, click Wallboard in the top-right corner.
  5. Click Select KPIs and select the KPIs you want to display on the wallboard.
  6. (Optional) Click Edit View in the top-right corner to filter KPIs by site and call queue:
  7. To add additional wallboards, click the downward arrow next the wallboard name, then click Add View. Repeat step 6 to customize the view of the new wallboard.

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 call 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 as a call queue member or admin.
  2. In the navigation menu, click Analytics & Reports.
  3. Click Call Queue Real-time Analytics.
    Note: You can also click Wallboard to apply thresholds for the wallboard.
  4. In the Service Level widget, click the ellipsis icon (...) in the top-right corner.
  5. Select a value in the Threshold Time drop-down menu.
    Note: The threshold time is used to calculate the Service Level.
  6. Enter a value for the Warning and Critical fields.
  7. Click the box next to the fields to open a color picker, then select an associated color for the threshold. 
    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.

How to customize thresholds for Inbound Monitor

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation menu, click Analytics & Reports.
  3. Click Call Queue Real-time Analytics.
  4. In the Inbound Monitor widget, in the top-right corner, click the ellipsis icon (...).
  5. In the dialog window, select the desired inbound monitor settings.

How to customize thresholds for Outbound Monitor

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation menu, click Analytics & Reports.
  3. Click Call Queue Real-time Analytics.
  4. In the Outbound Monitor widget, in the top-right corner, click the ellipsis icon (...).
  5. In the dialog window, select the desired outbound monitor settings.

How to customize thresholds for inbound calls

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

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

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation menu, click Analytics & Reports.
  3. Click Call Queue Real-time Analytics.
    Note: You can also access the real-time analytics dashboard, then click Wallboard to apply thresholds for the wallboard.
  4. In the Inbound Calls widget, click the ellipsis icon (...) in the top-right corner, then Settings.
  5. In the Select KPIs tab, select the statistics to display on the dashboard.
  6. Click the Threshold tab.
  7. Enter a value for the Warning and Critical fields.
  8. Click the box next to the fields to open a color picker, then select an associated color for the threshold. 

How to customize thresholds for outbound calls

  1. Sign in to the Zoom web portal as a call queue member or admin.
  2. In the navigation menu, click Analytics & Reports.
  3. Click Call Queue Real-time Analytics.
    Note: You can also access the real-time analytics dashboard, then click Wallboard to apply thresholds for the wallboard.
  4. In the Outbound Calls widget, click the ellipsis icon (...) in the top-right corner, then Settings.
  5. In the dialog window, select Answered Calls and/or Unanswered Calls.
  6. Click Confirm.
    The number of answered and/or unanswered calls will display on the screen as well as the total of outbound calls.