Managing Call Queue 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 Zoom Assistant. 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 on the account size.
• The Call Queue 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.

Requirements for managing Call Queue 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)

Limitations for managing Call Queue analytics

Call Queue analytics has the following limitations:

• 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.

How to access the Call Queue analytics report

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 the Zoom Phone tab.
4. Click Call Queue analytics.

How to manage the Realtime analytics dashboard

Realtime analytics include member availability, realtime monitoring, and specific call queue metrics.

Customize the Realtime analytics dashboard

1. Access the Call Queue analytics 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.
   • (Optional) Click Wallboard to apply thresholds for the wallboard. Select from the following options:
     • Create wallboard using new widgets
     • View classic wallboard
   • 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

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 analytics report.
2. Click the Realtime tab.
3. In the top-right corner of the Inbound Monitor section, click the ellipsis icon , then click Threshold.
   A pop-up window will appear.
4. In the window, select a value in the Threshold Time dropdown menu.
   Note: The threshold time is used to calculate the Service Level.
5. Enter values 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 search for an individual member and check their 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 analytics 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. In the top-right corner, click the fullscreen icon to view the report in fullscreen.

How to manage Queue analytics

Manage the Overview tab

The Inbound charts aggregate the minimum, maximum, and average numbers for in-queue wait time, inbound talk time, inbound wrap-up time, and inbound hold time. The inbound and outbound call volumes include results for the CQs. The CQ detail metrics’ names are all mapped to the new names.

1. Access the Call Queue analytics report.
2. Click the Queue tab.
3. Click the Overview tab.
4. Filter the Overview tab:
   • At the top of the page, select a date range.
     Note: You can select times up to 2 hours before the current time.
   • 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 dropdown 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: 
     1. Click the ellipsis icon , then click Service Level Threshold to do the following actions:
        • Select a value in the Threshold Time dropdown menu
        • Enter values for the Warning and Critical fields.
        • Click the box next to the fields to open a color picker, then select an associated color for the threshold.
     2. Click Confirm.
     3. (Optional) Click the ellipsis icon , then select to view the data in either a Bar Chart or Line Chart.
   • In-queue wait time
   • Inbound talk time
   • Inbound Wrap Up Time
   • Inbound: Click Insight to access the Inbound call insight page.
   • Outbound
7. View the Call Queues report for further details.
   1. In the top-right corner of the Call Queues report, click the settings icon  to Select KPIs to add additional data columns for KPIs, then click Confirm.
   2. To the right of the call queue you want to manage, click the ellipsis , then click the following options:
      • Queue Overview: Automatically filter the Overview tab by the selected call queue. You will only view information for the selected call queue.
      • Queue Insight: View the Inbound call insight analytics for the call queue.
      • Members Performance: You will be directed to the Performance dashboard in the Members tab.
      • Members opt-in/out: You will be directed to the Opt-out/in dashboard in the Members tab.
      • Call Queue Settings : You will be directed to the call queue's settings. Learn more about changing call queue settings.

Manage the Inbound call insight page

The Inbound call insight page displays the call insight for admins and managers on call queues (CQ) and auto receptionists (AR). It also shows the total number of calls coming to the CQ, broken down by extension types or external PSTN, aggregated number of call results for the CQs, and detailed call logs explaining the aggregated number of calls.

1. Access the Inbound call insight page.
2. Filter the page:
   • In the From and To box calendars, select a date range.
   • In the Call Queue dropdown, select either Call Queue or Auto Receptionist, then click the All managed dropdown to select the call queue or auto receptionist.
   • In the Department dropdown menu, select Department or Cost Center, then type the name of the department or cost center.
3. (Optional) In the top-right corner of the page, click Export to CSV to export data into a CSV file.
4. View data for Inbound Calls and Overflowed Calls.
5. Under Selected path, select a path from the Sankey chart (Inbound Calls) to list details.
   1. In the top-right corner, click the settings icon to add additional data columns, then click Confirm.
   2. In the report, click Call Path to view detailed descriptions of the steps that took place during the call.

Manage the Calls tab

The Calls tab shows the new call log and path details for all the CQs.

1. Access the Call Queue analytics 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 dropdown 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 by direction, event, result, site, and call queue.
5. (Optional) In the top-right corner of the page, click Export to CSV to export data into a CSV file.
6. In the top-right corner, click the settings icon to Select KPIs to add additional data columns for KPIs, then click Confirm.
7. In the report, click Call Path to view detailed descriptions of the steps that took place during the call.  

How to manage Members analytics

Manage the Performance tab

The Performance tab contains all the members’ metrics. The metrics are divided into Inbound Calls and Outbound Calls. Real-time member metrics are available when the current date is selected.

1. Access the Call Queue analytics 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 dropdown 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.
6. In the top-right corner, click the settings icon to Select KPIs to add additional data columns for KPIs, then click Confirm.
7. Under the Assigned Queues column, click the down arrow , then select the call queue that you want to change settings for.
   You will be directed to the call queue's settings.
8. To the right of the member you want to manage, click the ellipsis , then click the following options:
   • Opt-out/in history: You will be directed to the Opt-out/in dashboard in the Members tab.
   • User Settings : You will be directed to the User Settings for the selected phone user. Learn more about changing phone user settings.

Manage the Opt-out/in tab

1. Access the Call Queue analytics 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 dropdown 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.