Viewing Phone System usage reports

Zoom Phone usage reports allow you to view usage data for call queues or phone users in a specified time period. You can export up to 100,000 call records in a CSV file. You can also subscribe to email notifications for these reports.

For more in-depth statistics for call queues, use the call queue real-time analytics and historical dashboard.

Note: The user phone usage report is separate from the Zoom Phone user performance report.

Requirements for viewing Phone System usage reports

Table of Contents

How to view the Usage report

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
    Note: First, ensure that you change the profile time zone from which you are pulling the reports to UTC+0, as the usage is calculated based on this time zone. Afterward, revert the time zone to its original setting.
  2. In the navigation menu, click Account Management then Reports.
  3. Click the Usage Reports tab.
  4. Click Phone System.
  5. Click the Usage tab.
  6. Click the By Call Queues or By Users tab to filter data by call queue or phone user.
  7. Specify the time period at the top of the page.
  8. Use the following options to filter data:
  9. Click Filter.
  10. (Optional) To the right of Filter, click Export as CSV File to export your search results as a CSV file.
    You will see columns and usage metrics in the call queue or phone user section.

Notes:

Call queue

Phone user

Note: Click the gear button in the top-right corner of the table to select which metrics to display.

How to view the Charge Log usage report

You can view a usage report with all calls that were charged. You can use this information to verify calling charges on your bill.

Note: You will see a charge during the service period every time you double your commitment or for every $50 usage if you're on PAYG (Pay-As-You-Go). Learn more about Pay-As-You-Go versus Commitment/Commit.

Calls
  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Account Management then Reports.
  3. Click the Usage Reports tab.
  4. Click Phone System.
  5. Click the Charge Log tab.
  6. Click the Calls tab.
  7. (Optional) At the top of the page, filter the charge log report in the following ways, then click Search:
    • Specify the time period at the top of the page and ensure that the period matches your billing cycle.
    • Click Export to CSV to export data as a CSV file.
    • Select the Show charges only checkbox to display charges only.
    • Use the search bar to search by call ID.
    • In the top-right corner, click the dropdown menu to select Department or Cost Center, and then enter the exact name of the department or cost center.
  8. View the following data:
    Note: Some columns only apply to the charges report for calls.
    • Direction: Displays whether the call is Inbound or Outbound.
    • Call ID: Displays the call ID.
    • From: The phone number of the originating caller.
    • To: The phone number that received the call.
    • Duration (Minutes): The phone call duration is rounded up to the nearest minute.
    • Charge Type: Displays how the total charges are calculated; for example, per minute.
    • Unlimited: Displays a Y for "Yes" and N for "No".
    • Total Charge: The total charges for the call. This is calculated using the Rate multiplied by the Duration (minutes).
      Note: The duration is rounded up to the nearest minute.
    • Rate: The billing rate charged for the call (per minute).
    • Call Type: Displays if the call is local or international based on the area codes of the two participants.
    • Service Type: Displays the service type of the call.
    • End Time: The time that the call ended.
    • Billing Number: The phone number and extension that was billed for the call.
    • Forward Billing Number: If the call was forwarded, this displays the phone number that forwarded the call.
    • Calling Party: The display name of the extension that placed the call. If the call was forwarded by an internal extension, this displays the display name of the extension that forwarded the call.
    • Department: The department that the user belongs to. Learn more about assigning a department or cost center to extensions or adding departments through user management.
    • Cost Center: The cost center to which the user belongs. Learn more about assigning a department or cost center to extensions or adding cost centers through user management.
    • Site: Displays the site name.
  9. Calculate the sum of all values in the Total column.
  10. Verify that the sum matches the value reported on your bill.
SMS/MMS
  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Account Management then Reports.
  3. Click the Usage Reports tab.
  4. Click Phone System.
  5. Click the Charge Log tab.
  6. Click the SMS/MMS tab
  7. (Optional) At the top of the page, filter the charge log report in the following ways, then click Search:
    • Specify the time period at the top of the page and ensure that the period matches your billing cycle.
    • Click Export to CSV to export data as a CSV file.
    • Select the Show charges only checkbox to display charges only.
    • Click the dropdown and select the delivery status you want to view.
  8. View the following data:
Fax
  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Account Management then Reports.
  3. Click the Usage Reports tab.
  4. Click Phone System.
  5. Click the Charge Log tab.
  6. Click the Fax tab.
    Notes:
    • In the Fax tab, account owners and admins are notified about the total number of pages available in the pool and the number of pages already deducted from the pool at any given time. At the top of the page, click Pooled Fax Page Quota (Per Account) to view the date range, included pages, and remaining pages.
    • Included pages are the number of fax pages included as part of the unlimited calling plans available on the account. These pages are available for use during the current billing cycle and are consumed before any overage charges apply. Included pages apply only to domestic faxing. If the account has no active unlimited calling plans, the included page count will be zero.
  7. (Optional) At the top of the page, filter the charge log report in the following ways, then click Search:
    • Specify the time period at the top of the page and ensure that the period matches your billing cycle.
    • Use the search bar to search by fax ID.
  8. View the following data:
    • Fax ID: Displays the fax ID.
    • From: The fax number of the originating fax sender.
    • To: The fax number that received the fax message.
    • Billing Number: The phone number and extension that was billed for the fax.
    • End Time: The date and time that the fax ended.
    • Charge Type: Displays how the total charges are calculated; for example, per page.
    • Fax Type: Displays if the fax is local or international based on the area codes of the two participants.
    • Unlimited: Displays a Y for "Yes" and N for "No".
    • Rate: The billing rate charged for the fax.
    • Total pages: The total number of pages included in the fax.
    • Charged pages: The actual charged pages will be determined at the end of the billing cycle.
    • Total Charge: The total charge for the fax. Fax charges will be reconciled and updated at the end of the billing cycle.

How to view the Recording usage report

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Account Management then Reports.
  3. Click the Usage Reports tab.
  4. Click Phone System.
  5. Click the Recording tab.
  6. (Optional) At the top of the page, specify the time period, then click Search.
  7. (Optional) In the top-right corner, click Export as CSV file to export data as a CSV file.
  8. View the recording usage data in the chart.
    The data from this chart is also shown in the below table with the following information:
  9. Access the recording usage details in the following ways:
note icon

Each Zoom Phone analytic report has data based on the following information: