Managing call queue real-time analytics

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.

Requirements 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 access the Call Queue Analytic report

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 the Zoom Phone Analytics tab.
4. Click Call Queue Analytic.
   Note: If you don't see this menu, make sure to review the requirements in the prerequisites.

How to manage the Realtime analytics dashboard

Customize the Realtime analytics dashboard

1. Access the Call Queue Analytic report.
2. Click the Realtime tab.
3. At the top of the page, use the following options to filter or customize the data:
   • At the top of the page, use the dropdown menus to select the site and call queue to only view data from a specific site or call queue.
   • 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.
   • In the top-right corner, click the settings icon to Select KPIs to add additional data columns for KPIs, then click Confirm.
   • In the top-right corner, click the ellipsis of certain widgets to apply thresholds or customize which statistics are displayed.

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.

Customize thresholds for Inbound Monitor

1. Access the Call Queue Analytic report.
2. Click the Realtime tab.
3. In the top-right corner, click the ellipsis icon , then click Threshold.
   A pop-up window will appear.
4. In the window, select a value in the Threshold Time drop-down menu.
   Note: The threshold time is used to calculate the Service Level.
5. Enter a value for the Warning and Critical fields.
6. 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.
7. Click Confirm.

Customize thresholds for Outbound Monitor

1. Access the Call Queue Analytic report.
2. Click the Realtime tab.
3. In the top-right corner, click the ellipsis icon , then click Threshold.
   A pop-up window will appear.
4. In the window, select a value in the Threshold Time drop-down menu.
   Note: The threshold time is used to calculate the Service Level.
5. Enter a value for the Warning and Critical fields.
6. 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.
7. Click Confirm.

View the Member Availability report

The Member Availability Report provides you with real-time insight into your members' status and availability across call queues. It displays each member's Zoom app presence status and call status. Additionally, you can choose a specific Call Queue to check an individual member's status. You can submit a request to Zoom Support to enable this feature for your account.

Learn more about viewing the Zoom Phone Member Availability Report.

View the Realtime Call Queue report

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.

1. Access the Call Queue Analytic report.
2. Click the Realtime tab.
3. In the Call Queues report, click the settings icon to Select KPIs to add additional data columns for KPIs, then click Confirm.
4. Click the fullscreen icon to view the report in fullscreen.

How to manage Queue analytics

Manage the Overview tab

1. Access the Call Queue Analytic report.
2. Click the Queue tab.
3. Click the Overview tab.
4. Filter the Overview tab:
   • In the From and To box calendars, select a date range.
   • At the top of the page, use the dropdown menus to select the site and call queue to only view data from a specific site or call queue.
   • In the Department drop-down menu, select Department or Cost Center, then type the name of the department or cost center.
5. (Optional) In the top-right corner of the page, click Export, then choose either Export to CSV or Export to PDF to export data into a CSV file.
6. View the following information:
   • Inbound Service Level
   • In-queue wait time
   • Inbound talk time
   • Inbound Wrap Up Time
   • Inbound
   • Outbound
7. View the Call Queues report for further details.

Manage the Calls tab

1. Access the Call Queue Analytic report.
2. Click the Queue tab.
3. Click the Calls tab.
4. Filter the Calls tab:
   • In the From and To box calendars, select a date range.
   • In the Department drop-down menu, select Department or Cost Center, then type the name of the department or cost center.
   • Use the search bar to search by name, extension, or phone number.
   • At the top of the page, use the dropdown menus to filter the page.
5. (Optional) In the top-right corner of the page, click Export to CSV to export data into a CSV file.

How to manage Members analytics

Manage the Performance tab

1. Access the Call Queue Analytic report.
2. Click the Members tab.
3. Click the Performance tab.
4. Filter the Performance tab:
   • In the From and To box calendars, select a date range.
   • At the top of the page, use the dropdown menus to select the site and call queue to only view data from a specific site or call queue.
   • Use the search bar to search by name, extension, or phone number.
   • In the Department drop-down menu, select Department or Cost Center, then type the name of the department or cost center.
5. (Optional) In the top-right corner of the page, click Export to CSV to export data into a CSV file.

Manage the Opt-out/in tab

1. Access the Call Queue Analytic report.
2. Click the Members tab.
3. Click the Opt-out/in tab.
4. Filter the Opt-out/in tab:
   • In the From and To box calendars, select a date range.
   • In the Department drop-down menu, select Department or Cost Center, then type the name of the department or cost center.
   • At the top of the page, use the dropdown menus to select the call queue to only view data from a specific site call queue. You can also select Call Queues (All) to select all call queues.
5. (Optional) In the top-right corner of the page, click Export to CSV to export data into a CSV file.
6. Under the Members section:
   • In the search box, type the name or extension of the user.
   • If you want to find a specific site, click the Site (All) dropdown, then select a specific site or all sites.