Call queue historical dashboard (Power Pack)

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 and historical dashboard to make effective data-driven decisions. The call queue historical dashboard is part of the Power Pack add-on, which also includes the Zoom Assistant experience. You can also subscribe to email notifications for historical reports.

For real-time data, see the call queue real-time dashboard.

Note: Data for historical call queue, can be seen and exported within 30 minutes after receiving a call.

This article covers:

• How to customize the historical chart report
• How to customize the historical detailed report
• How to customize the historical opt-in/out report
• How to customize thresholds for service level
• How to customize thresholds for inbound calls

Prerequisites for viewing the call queue historical dashboard

• 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 or a queue member to access the real-time analytics and historical reports for call queues

Notes:

• 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 historical dashboard is separate from the Reports page and the regular Zoom Phone Dashboard. 

How to customize the historical 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.

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 Historical Reports.
4. Click the Chart Report tab.
5. 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.
   • Click the expand icon to maximize any graph.
   • Click Export to export data to a CSV file.
   • Click the ellipses icon in the top-right corner of certain widgets to apply thresholds or customize which KPIs are displayed.
   • If you've configure departments or cost centers, select Department or Cost Center in the top-right search box, then enter keywords to search by the assigned department or cost center.

How to customize the historical detailed report

The call queue historical detailed report provides queue KPIs broken down for each inbound call.

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 Historical Reports.
4. Click the Detail Report tab.
5. Use the following options to customize the data or view more details:
   • 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.
   • Click Export to export data to a CSV file.
   • Click Details in the last column to view more details about the call; for example, the members that the call queue tried to reach.

How to customize the historical opt-in/out 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 Call Queue Historical Reports.
4. Click the Opt-in/out Report tab.
5. Using the following to customize the data or view more details:
   • In the From and To box calendars, select a date range.
   • In the Call Queues (All) drop-down menu, select a specific call queue or all call queues.
   • In the Department drop-down menu, select Department or Cost Center, then type the name of the department or cost center.
   • Under the Members section:
     • In the search box, type the name or extension of the user.
     • If you have site, in the site box, select a specific site or all.

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 KPI 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 Historical Reports.
   Note: You can also access the real-time analytics dashboard, then click Wallboard to apply thresholds for the wallboard.
4. In the Service Level widget, click the ellipses 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 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 Historical Reports.
   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 ellipses icon (...) in the top-right corner.
5. In the Select KPIs tab, select the KPIs 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.