Viewing the Zoom Phone usage and adoption dashboard (Classic View)

The Zoom Phone usage and adoption dashboard contains overall call and SMS data for the entire account or specific site. For example, you can view the number of inbound and outbound calls and SMS messages.

Account owners and admins can conveniently switch between the Classic View and New View based on their preferences.

Notes:

• Do not use the dashboard to verify bill charges. To view usage data for a specific user or verify bill charges, access the phone usage reports.
• The Classic View is for old data. The New View is the default view for the Usage & Adoption dashboard.

This article covers:

• How to view the usage and adoption dashboard for phone calls
• How to view the usage and adoption dashboard for SMS

Prerequisites for viewing the usage and adoption dashboard

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

How to view the usage and adoption dashboard for phone calls

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Dashboard.
3. In the top navigation menu, click the Phone tab.
4. Click the Usage & Adoption tab.
5. Click the Calls tab.
6. (Optional) To change the period, click the date range in the top-left corner and select the start and end dates.
7. (Optional) If you have multiple sites, click the Site field to only display metrics for a specific site.
   You will see the following data:
   • Total Inbound Calls: The total number of inbound calls received by internal extensions.
     • Completed Calls: The number of inbound calls that were answered by the extension. This also includes calls that were forwarded to an internal or external number, and were answered.
     • Missed Calls: The number of inbound calls that were not answered by the extension. This includes calls to extensions that were forwarded to voicemail, external number, or message. This also includes calls that were forwarded to an internal or external number, but were not answered.
   • Total Outbound Calls: The total number of outbound calls made by internal numbers.
     • Answered Calls: The number of inbound calls that were answered. This includes calls that were forwarded to voicemail or an external number.
     • Unanswered Calls: The number of inbound calls that were not answered or forwarded to voicemail or an external number.
   • Total Internal Calls: The total number of calls between internal extensions.
     • Completed Calls: The number of internal calls that were answered by the extension. This also includes calls that were forwarded to an internal or external number, and were answered.
     • Missed Calls: The number of internal calls that were not answered by the extension. This includes calls to extensions that were forwarded to voicemail, external number, or message. This also includes calls that were forwarded to an internal or external number, but were not answered.
   • Inbound Call Time: Total amount of call time resulting from inbound calls.
   • Outbound Call Time: Total amount of call time resulting from outbound calls.
   • VoIP Call Time: Total amount of call time resulting from internal calls.
   • International Call Time: Total amount of call time resulting from international calls.
   • Toll-Free Call Time: Total amount of call time resulting from toll-free calls.
   • Leaderboard Top 10: Displays the top 10 extensions by number of calls. Click the tabs to filter by call type.
     Note: For outbound calls, even if a phone user selects a different caller ID to place the call, the leaderboard will display the Extension Type as User and the Number as the user's primary direct number (if they have direct numbers assigned).

How to view the usage and adoption dashboard for SMS

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Dashboard.
3. In the top navigation menu, click the Phone tab.
4. Click the Usage & Adoption tab.
5. Click the SMS tab.
6. (Optional) To change the period, click the date range in the top-left corner and select the start and end dates.
7. (Optional) If you have multiple sites, click the Site field to only display metrics for a specific site.
   You will see the following data:
   • Total SMS Users: The total number of phone users with SMS enabled.
     • International SMS Users: The percentage and number of SMS users with international SMS enabled.
   • Total SMS Messages: The total number of inbound, outbound, and internal SMS messages received/sent by SMS users. Internal messages are the number of messages sent between SMS users in the account. These metrics do not include MMS messages (messages that contain an image) and team SMS messages.
   • Total MMS Messages: The total number of inbound and outbound MMS messages (messages that contain an image) received/sent by SMS users.
   • Team SMS to Call Queue: The total number of inbound and outbound SMS messages received/sent by call queues.
   • Team SMS to Auto Receptionist: The total number of inbound and outbound SMS messages received/sent by auto receptionists.
   • Leaderboard Top 10: Displays the top 10 extensions by number of SMS messages. Click the tabs to filter by message type.
     Note: The Total SMS metric does not include MMS messages (messages that contain an image) and team SMS messages.