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

• 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 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

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 the Zoom Phone tab.
4. 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 dropdown 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.
5. 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.
     • 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.
   • Extension: Displays the extension number of the member.
   • Opt-in Call Queues: View the call queues that the member has opted in, or view if the member has opted out of all call queues.
6. (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.