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

• Business, or Education account
• Account owner or admin privileges
• Zoom Phone license

How to view the 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 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:
   • Under Details, enter the name or extension, then click Filter to filter data by a specific call queue or phone user.
     Note: Make sure you select the correct tab before searching for a call queue or phone user.
   • If you enabled multiple sites, click the Site menu to filter search results by site.
   • If managing users by groups, click the Primary Group menu to filter search results by group.
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:

• The metrics only cover the 1-month time period you specified. For example, the Total Call Time metric only covers the total time spent on calls during the specified time period.
• If an item was renamed or deleted or an Ext. has been updated, its historical usage is still presented.

Call queue

• Name: The display name of the call queue.
• Ext: The extension number of the call queue.
• Metrics: The following metrics are displayed. See the call queue metrics glossary for definitions.
  • Inbound Call Volume
  • Completed Calls (IN)
  • Abandoned Calls (IN)
  • Overflow (IN)
  • Avg. Call Waiting Time
  • Outbound Call Volume
• Site (only visible if you enabled multiple sites): Associated site of the call queue.

Phone user

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

• Name: Profile name and email of the phone user.
• Ext: Extension number of the phone user.
• Total calls: Total calls made and received, including missed and forwarded calls.
• Completed Calls: The total inbound and outbound calls answered.
• Outgoing: Number of outbound calls made by the phone user.
• Received: Number of inbound calls received by the phone user, including missed calls.
• Forwarded to Voicemail: Number of calls forwarded to the user's own voicemail. Does not include calls forwarded to shared voicemail inboxes accessible by the phone user.
• Answered by Other: Number of calls that were routed to the phone user but answered by another phone user.
• Missed: Number of inbound calls missed or forwarded to voicemail during business hours.
• Avg Call Time: Average time (minutes and seconds) spent on calls.
• Total Call Time: The total time (minutes and seconds) spent on calls.
• Total Hold Time: The total time (minutes and seconds) when calls were placed on hold by the phone user.
• Total Parked Time: The total time (minutes and seconds) when calls were parked by the phone user.
• Primary Group (only visible if you are managing users by groups): Associated group of the phone user.
• Site (only visible if you have multiple sites): Associated site of the phone user.

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.

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. Below the Charge Log tab, select Calls, SMS/MMS, or Fax.
7. (Optional) At the top of the page, filter the charge log report in the following ways, then click Search:
   Note: Some filters and search functionality will be available based on the tab you chose in Step 6.
   
   • 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.
   • In the top-right corner, by department or Search by cost center, then enter the exact name of the department or cost center.
   • 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.
   
   • Call ID: Displays the call ID.
   • From: The phone number of the originating caller or SMS sender.
   • To: The phone number that received the call or SMS message.
   • 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.
   • 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 or SMS message 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 or SMS.
   • 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.
9. Calculate the sum of all values in the Total column.
10. Verify that the sum matches the value reported on your bill.

How to view the Client Code 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 Client Code tab.
6. (Optional) At the top of the page, filter the charge log report in the following ways, then click Filter once you've configured the filters that you want:
   
   • Specify the time period at the top of the page and ensure that the period matches your billing cycle.
   • Click the Direction dropdown to select either Inbound or Outbound.
   • In the search bar, enter a number, extension, or client code.
7. (Optional) In the top-right corner, click Export as CSV file to export data as a CSV file.
8. View the data.

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:
   • Date (UTC): The date of the recording.
   • In Use: Displays the recording that is in use by GB and the number of files.
   • In Trash: Displays the recording that is in the trash by GB and the number of files.
   • In Total: Displays the total recordings by GB and the number of files.
9. Access the recording usage details in the following ways:
   • Hover your cursor over the chart to view details at a glance, then click Details to drill down the recording usage record on that specific date.
   • In the data table, to the right of the date that you want to view, click Details to drill down the recording usage record on that specific date.