Viewing analytics in the desktop app

Admins, supervisors, or agents can access the queue analytics, queue chart report, and queue detail report directly in the Zoom desktop app.

Note: The dashboard and reports in the desktop app replicate the same interface and metrics as the dashboard and reports in the web portal. Learn more about the real-time analytics dashboard, historical reports. For definitions of metrics tracked, see the metrics glossaries for voice/video and chat/SMS.

Requirements for viewing analytics in the desktop app

• Zoom desktop app for Windows or macOS, 5.9.3 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Account owner, admin, supervisor, or agent role; or relevant privilege

How to access the queue analytics in the desktop app

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Analytics.
4. Click the Queue Analytics tab.
5. You will see the following omni-channel data in the Overview tab:
   
   • Agent Availability: The percentage of agents in the various availability statuses. Hover over the chart to better see a breakdown of agent availability.
   • Agent Ready: The number of agents in the Ready status for each channel.
   • Agent Occupied: The number of agents in the Occupied status for each channel.
     Note: If an agent is occupied in more in multiple engagements, they would counted in each part of the bar chat. For example, if an agent is occupied in a voice and chat engagement, they would be counted in the Voice and Messaging bars.
   • Waiting Duration: The number of engagements for each waiting duration in minutes. Click the drop-down menu to change the channel.
   • Inbound Handling Duration: The number of engagements for each handling duration in minutes. Click the drop-down menu to change the channel.
   • Completed Inbound Engagements: The number of closed inbound engagements for each channel. Click the drop-down menu before the chart to change the time period.
   • Completed Outbound Engagements: The number of closed outbound engagements for each channel. Click the drop-down menu before the chart to change the time period.
   • Inbound Engagements Details: A chart showing the number of engagements in each stage of the engagement route during the specified period. Hover over each bar to view details. Click the drop-down menu to change the channel.
     Note: Metrics differ based on the type of channel being used. For a detailed explanation of the specific metrics available for each channel, see the Zoom Contact Center metrics glossary.
6. Click one of the tabs to view data for Voice, Video, Messaging, or Email.
7. Click View monitor to view the real-time engagement, queue, and agent information.

How to access the queue chart report in the desktop app

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Analytics.
4. Click the Queue Chart Report tab.
5. Use the following options to filter or customize the data:
   
   • Time Zone: Click the currently-set time zone to change the time zone used for the From and To fields.
   • From / To: Specify the time period for the report. 
   • To specify a lookback period, click the From or To field, then click one of the lookback periods to the left of the calendar, for example, Last Week or Last Month.
   • To specify a date, click a day in the calendar.
   • Click the expand icon to maximize any graph.
6. Click one of the tabs to view data for Voice, Video, Messaging, or Email.

How to access the queue detail report in the desktop app

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Analytics.
4. Click the Queue Detail Report tab.
5. Click one of the tabs to view data for Voice, Video, Messaging (for web chat, in-app chat, SMS, Facebook or WhatsApp) or Email.
6. Use the following options to customize the data or view more details:
   
   • Time Zone: Click the currently-set time zone to change the time zone used for the From and To fields.
   • From / To: Specify the time period for the report. 
     • To specify a lookback period, click the From or To field, then click one of the lookback periods to the left of the calendar, for example, Last Week or Last Month.
     • To specify a date and time, click a day in the calendar, then click the time field to set the time.
   • Direction drop-down menu: Select Inbound or Outbound.
   • Search field: Enter keywords to search by engagement ID, agent, queue, or consumer phone number.
   • Filters: Click these drop-down menus to filter data. 
     • Agent
     • Result: For more information on specific result types, see the articles for voice and video metrics and chat and SMS metrics.
     • Queue
     • Required Skills
     • Events
     • Waiting Type: For more information, see the metrics glossary for voice/video.
   • Click View Events in the last column to display the associated engagement events.