Viewing Zoom Phone Member availability reports

Member availability reports provide 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. Member availability reports provide data in near real-time. Additionally, you can choose a specific call queue to check an individual member's status.

Requirements for viewing the Member Availability Report

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Zoom Phone Customer Engagement 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)

How to view Member availability reports for Zoom Phone

Follow these steps to access and review availability reports that show member status durations across your Zoom Phone account.

1. Sign in to the Zoom web portal as a call queue member or admin.
2. In the top-right corner, click your profile picture or initials, then click Profile.
3. In the side menu, click Reports.
4. Click Zoom Phone.
5. Click Member availability reports, then do the following as required to filter your data:
   Note: These actions are optional and are not necessary to view the available data.
   • On the top left, view the report’s current date and time of the report. To its right, click the refresh icon , to get the latest view of the report.
   • In the Search for a member box, enter the name of the user you want to view data for.
   • Click the Site (All) dropdown and select the site you want to view data for.
   • Click the Call Queues (All) dropdown and select the call queue you want to view data for.
   • In the Department drop-down menu, select Department or Cost Center, then type the name of the department or cost center.
     Note: The call queue must have the department label to be able to filter. The department/cost center can be set under the call queue's Profile settings. This search does not search for a user's set department; it only searches for the call queue department.
6. View the following information in the report:
   • Client Status: View the following Zoom app status presence and Zoom Phone status:
     Note: As an admin, you can opt in an agent to a call queue.
     • Offline: The member is not signed in to their Zoom account.
     • On a call queue phone: The member is on a call that is part of a call queue.
     • On other Call: The member is on a call that is not part of a call queue.
     • Available: The member is available and is not part of a call queue.
     • Unavailable: The member is unavailable.
   • Member: Displays the member's name and extension number.
   • Opt-in call queues: View the call queues that the member has opted in to, or view if the member has opted out of all call queues.
   • Total inbound: Displays the total number of inbound calls the member received.
   • Answered: Displays the number of inbound calls the member answered.
   • Answered by Others: Displays the number of inbound calls intended for the member that were answered by another member.
   • Missed: Displays the number of inbound calls the member did not answer.
   • Hold: Displays the number of inbound calls the member did not answer.
   • Declined: Displays the number of inbound calls the member declined.
   • Handle time (Avg): Displays the average amount of time the member spent handling an inbound call, from answer to completion, including hold and wrap-up time.
   • Hold time (Avg): Displays the average amount of time the member placed an inbound call on hold.
   • Wrap-up time (Avg): Displays the average amount of time the member spent in wrap-up status after completing an inbound call.
   • In-queue wait time (Avg): Displays the average amount of time a caller waited in the queue before the call was answered, missed, or abandoned.
   • Total outbound: Displays the total number of outbound calls the member made.
   • Connected: Displays the number of outbound calls that successfully connected with the recipient.
   • Unconnected: Displays the number of outbound calls that did not connect with the recipient.
7. (Optional) To the right of a member you want to manage, click the down arrow , then do the following actions:
   • Receive call queues calls: View if the toggle is enabled or disabled. Click the toggle to enable it.
     Note: When enabled, you can adjust this setting by clicking Update from member's settings . Learn more about changing phone user settings.
   • Under Assigned call queue, click the toggles to enable or disable them.