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.

Notes:

• If there are no incoming calls, the call queue real time analytics and wallboard dashboards are refreshed every minute.
• If there are incoming calls, the call queue real time analytics and wallboard dashboards are refreshed immediately but can take a few seconds depending of the account size.

This article covers:

• How to customize the real-time analytics dashboard
• How to customize the real-time analytics wallboard
• How to customize thresholds for Service Level
• How to customize thresholds for Inbound Monitor
• How to customize thresholds for Outbound Monitor
• How to customize thresholds for inbound calls

• How to customize thresholds for outbound calls

Prerequisites for viewing the call queue real-time analytics

• Zoom Phone license (any license that includes Zoom Phone Pro features)
• Zoom Phone Power Pack add-on
• Call queues set up with admins/members
• Call queues contain call activity
• Must be an admin to access the real-time analytics and historical reports for call queues and view KPIs for specific members
• Call queue admin and member (can only view the real-time analytics and historical reports for the call queues they are a member of)

Notes:

• Call queue members can only view overall KPIs for their queue and KPIs for their own calls.
• Users that don't meet the prerequisites will still see Reports or Analytics & Reports in the navigation menu, but will not be able to access the call queue analytics and historical dashboard.
• The call queue real-time analytics dashboard is separate from the Reports page and the regular Zoom Phone Dashboard.
• The Zoom Phone Member Availability report can be used to view call queues' members Zoom app presence status and call status.

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:
   • Select the site and call queue using the drop-down menus at the top to only view data from a specific site or call queue.
   • In the top-right corner, click the settings icon Select KPIs to add additional data columns for KPIs.
   • In the top-right corner, click the ellipsis icon () of certain widgets to apply thresholds or customize which statistics are displayed.
   • For the wallboard, hover over the top-left corner of which widget, then drag and drop to customize the position of each widget.
   • If you've configured departments or cost centers, select Search by department or Search by cost center in the top-right search box, then enter keywords to search by the assigned department or cost center.

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:
   • If you have multiple sites, select a site in the Site drop-down menu.
   • In the Call Queues drop-down menu, select a call queue.
   • Click Save View. The current view will save to the current wallboard. 
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.