Viewing Zoom Contact Center CX Analytics logs

The Zoom Contact Center CX Analytics logs offer a centralized view of customer interactions. Available logs include:

Engagement Logs which detail the complete timeline and key events of closed engagements.

Zoom Phone and Contact Center Call Journey serves as a centralized view for users working across both Zoom Phone and Zoom Contact Center, providing clear insight into the full customer call journey.

Requirements for viewing Zoom Contact CX Analytics logs

Account owner, admin, supervisor, or agent role; or relevant privilege

Zoom Contact Center license

Zoom Phone Power Pack license (required to view the Zoom Phone and Contact Center Call Journey)

How to view Zoom Contact CX Analytics logs

In the navigation menu, click Analytics & Reports.

Click the Contact Center tab.

Click the Try CX Analytics banner.
You will be redirected to the Reports page.

In the left navigation menu, click Logs.
You will see the Engagement logs and Zoom Phone and Contact Center Call Journey.

Engagement logs filter

Use the following options to filter data:

Engagement Start Time: Specify the time period for the logs.

To specify a lookback period, click the From or To field, then click one of the lookback periods to the left of the calendar, for example, Last Week or Last Month.
To specify a date and time, click a day in the calendar, then click the time field to set the time.

Engagement ID: The unique identifier for the engagement. Click the ID to display associated engagement events.

Direction drop-down menu: Select Inbound or Outbound.

Channel drop-down menu: Select channel types to only display data for specific channels.

Source drop-down menu: Select source types to only display data for specific sources.

Click Filters to show all filters.

(Optional) In the top-right corner, click the ellipsis icon

and select one of the following:

Settings: Customize how the dashboard appears and how time-based data is presented:
- Time Zone: Select the timezone in which the dashboard data should be displayed.
- Duration format: Select how time durations (for example, call lengths) are formatted either in days, hours, minutes, or seconds.
- Date format: Set the format for displaying dates (for example, MM/DD/YYYY or DD/MM/YYYY).
- Time format: Select between a 12-hour or 24-hour time.
Export: Export the data as a .cvs or .xlsx file.

Click the gear icon

and select the engagement columns to display.

Information in the engagement logs

Direction: Specifies whether the engagement is inbound (initiated by the customer) or outbound (initiated by the agent).

Channel: The channel type of the engagement.

Voice: Voice engagement.
Video: Includes the following.
- Video engagement that a consumer started from a website.
- Video engagement that a consumer started from a Zoom Rooms kiosk integrated with a Zoom Contact Center video flow.
- Video engagement that a consumer started from an in-app video.
Messaging: Messaging engagement that a consumer started through chat in-app or on the web, SMS, Facebook Messenger, WhatsApp or Zoom Team Chat.
Email: Email engagement.

Source: The specific platform or method through which the engagement was initiated.

Engagement Start Time: The start time of the engagement. For inbound engagements, this is when the consumer starts waiting in the queue. For outbound, this is when the agent starts calling a consumer.

Engagement End Time: The end time of the engagement.

Consumer:

For voice and SMS engagements, caller ID number and/or display name of the consumer, depending on if the number exists in the address book.
- Caller display name: The caller’s display name from the address book. This means that the caller ID number exists in the address book and was previously added by an agent or admin using the Zoom desktop app or web portal.
- Caller ID number: The consumer's caller ID number. This means that the caller ID number doesn’t exist in the address book and hasn’t been added by an agent or admin.
For web chat engagements, displays the name entered by the consumer after clicking the chat engagement invitation.
For video engagements started from a web site, displays Customer by default.
For video engagements started from Zoom Rooms kiosk integrated with Zoom Contact Center, displays the display name of the Zoom Rooms kiosk.

Queue: The associated queue that the engagement is routed through.

Agent: The name of the agent handling the engagement.

Agent Email: The email address of the agent handling the engagement.

Flow: The flow associated with the engagement.

Engagement Duration: The total duration of the engagement in hours, minutes, and seconds.

Voicemail: The number of voicemails left by the customer.

Disposition: The disposition selected by the agent.

Holds: The number of times that a consumer was placed on hold.

Warm transfer initiated: The number of calls an agent answered and then warm transferred with another participant with or without fully transferring the call.

Warm transfer completed: The number of calls an agent answered and then warm transferred with another participant with fully transferring the call.

Direct transfer: The number of direct transfers initiated during the engagement.

Transfer initiated: The number of transfers an agent initiated, including direct and warm transfers.

Transfer completed: The number of transfers an agent completed, including direct and warm transfers.

Warm conference: The number of warm conferences initiated.

Conference: The number of conferences during the engagement.

Blocked: Indicates whether the engagement was blocked by the Block List or Do Not Contact List.

Recordings (only applies to voice engagements): Displays the associated voice call recording if the call was recorded. Click the recording timestamp to display these options.
Note: View the recording logs to see more information about recordings.

Play icon : Play the recording.
Download: Save the recording as an MP3 file.
Delete: Delete the call recording. It will be deleted for everyone who has access as well.

Notes: Click View to display notes left by agents.

Transcript: The textual record of the engagement. To view and download the transcript, click on View Transcript. Additionally, you can click the Download button next to the engagement to download the transcript directly.

Click the ellipses icon

in the last column for these options:

Download transcripts
Delete transcripts
Erase Personal Information

Zoom Phone and Contact Center Call Journey filter

Use the following options to filter the Call Journey data:

Start Time: Specify the time period for the logs.

To specify a lookback period, click the From or To field, then click one of the lookback periods to the left of the calendar, for example, Last Week or Last Month.
To specify a date and time, click a day in the calendar, then click the time field to set the time.

Global Engagement ID: A unique identifier used to track engagement traffic across both Zoom Phone (ZP) and Zoom Contact Center (ZCC) systems.

Channel drop-down menu: Select channel types to only display data for specific channels.

Source drop-down menu: Select source types to only display data for specific sources.

Click Filters to show all filters.

(Optional) In the top-right corner, click the ellipsis icon

then Settings:

General:
- Time Zone: Select the timezone in which the dashboard data should be displayed.
- Duration format: Select how time durations (for example, call lengths) are formatted either in days, hours, minutes, or seconds.
- Date format: Set the format for displaying dates (for example, MM/DD/YYYY or DD/MM/YYYY).
- Time format: Select between a 12-hour or 24-hour time.
Filter:
- Collapse filter: Enable or disable the option to collapse filters to save screen space.
- Number of filters that can be shown: Set a limit on how many filters are visible at once.
- Rules: Select whether all conditions must be met or if any condition is sufficient to include data in the report.
- Time filter mode: Select a predefined time range or specify a custom start and end date.
- Time range type: Specify which timestamp field the report uses to filter data.
- Time granularity: Set the level of time-based grouping for data visualization such as hourly, daily, monthly, quarterly, or yearly.

Information in the Zoom Phone and Contact Center Call Journey

Global engagement ID: A unique identifier used to track engagement traffic across both Zoom Phone (ZP) and Zoom Contact Center (ZCC) systems.

Direction: Select between Inbound, Outbound or Internal.

Channel: Represents the collection of all communication channels that the call journey passes through. This includes channels from both ZP and ZCC endpoints:

For ZCC, the channel can be:
- Voice
- Video
- Message
- Email
For ZP, the channel is always logged as Voice.

Source: The source that the call journey passed.

ANI from: The original number that was dialed.

DNIS to: The phone number that a call originated from.

Consumer number: The name and number of the customer.

Engagement Start Time: The timestamp of when a call journey started.

Queue: The specific name of a queue on the Zoom platform.

Agent: The first and last name of the agent that is set up on the agent profile.

Team: The name of the team to which the agent is assigned.

Call Queue: The specific name of a call queue on the Zoom platform.

Zoom Phone user: The first and last name of the Zoom Phone user that is set up on the user profile.

Common area: The specific name of a common area on the Zoom platform.

Shared line group: The specific name of a shared line group on the Zoom platform.

Click the gear icon

and select the columns to display.

Click the checkbox next to the global engagement ID and select one of the following:

Download transcripts
Delete transcripts
Erase Personal Information

Call journey details

When you click a Global Engagement ID, you will see the following details displayed in the event/interaction timeline:

Entity/Role	Interactions in timeline	Definition
Consumer	Wait	The amount of time the consumer spent waiting to interact with an automated system or a live agent.
	Interact	The amount of time the consumer spent interacting with an automated system or a live agent.
	Ring	The amount of time from dialing the customer to when the consumer misses, declines, or answers the call.
Auto Receptionist	In Auto Receptionist	The amount of time the consumer spent in the Auto Receptionist.
Call Queue	In queue	The amount of time the consumer spent waiting live in the Call Queue before the call was answered, overflowed, or abandoned.
User	Ring	The amount of time between when a call is assigned to a user and the user answered, missed, or declined the call.
	Dial	The amount of time spent dialing the customer.
	Talk	The amount of time a user spent actively talking with a consumer, not including conference, hold, and warm transfer.
	Hold	The amount of time that a consumer was placed on hold from the user.
	Warm Transfer	The amount of time spent on warm transfers.
	Park	The amount of time spent when the consumer is parked by the user.
	Conference	The amount of time a user spent in the call with at least one additional user.
	Wrap-up (Only for Call Queue member)	The amount of time a user spent completing call wrap-up.
	Listen	The amount of time a supervisor spent listening to a call without the parties being aware.
	Whisper	The amount of time a supervisor spent speaking to a phone user in a call without other parties being aware.
	Barge	The amount of time a supervisor spent joining a call and speaking to all parties.
Common Area	Ring	The amount of time between when an call is assigned to a Common Area and the Common Area answered, missed, or declined the call.
	Talk	The amount of time a Common Area spent actively talking with a consumer, not including conference, hold, and warm transfer.
	Hold	The amount of time that a consumer was placed on hold from the Common Area.
	Conference	The amount of time a user spent in the call with at least one additional Common Area.
Shared Line Group	In Shared Line Group	The amount of time the consumer spent in the Shared Line Group.
Executive	Ring	The amount of time between when a call is assigned to a user and the user answered, missed, or declined the call.
	Talk	The amount of time an Executive spent actively talking with a consumer, not including conference, hold, and warm transfer.
	Hold	The amount of time that a consumer was placed on hold from the Executive.
	Warm Transfer	The amount of time spent on warm transfers.
	Park	The amount of time spent when the consumer is parked by the Executive.
	Conference	The amount of time a user spent in the call with at least one additional Executive.
Assistant	Ring	The amount of time between when an call is assigned to an Assistant and the user answered, missed, or declined the call.
	Talk	The amount of time an Assistant spent actively talking with a consumer, not including conference, hold, and warm transfer.
	Hold	The amount of time that a consumer was placed on hold from the Assistant.
	Warm Transfer	The amount of time spent on warm transfers.
	Park	The amount of time spent when the consumer is parked by an Assistant.
	Conference	The amount of time a user spent in the call with at least one additional Executive.
Flow	In flow	The amount of time the consumer spent in the flow.
Queue	In queue	The amount of time the consumer spent waiting live (not in callback) in the queue before the engagement was answered, overflowed, or abandoned.
	Callback wait	The amount of time from a callback being registered until either the agent calls back, the callback expires, or the callback is canceled.
	Callback pending	The amount of time from when the agent called back until the customer answered the call, customer did not answer or the agent hung up.
Agent	Ring	The amount of time between when an engagement is assigned to an agent and the agent answered, missed, or declined the engagement.
	Dial	The amount of time spent dialing the customer.
	Preview	The amount of time an agent spent actively communicating with a consumer, not including conference, hold, warm transfer, and warm conference.
	Active conversation	The amount of time an agent spent actively communicating with a consumer, not including conference, hold, warm transfer, and warm conference.
	Hold	The amount of time that a consumer was placed on hold.
	Warm transfer	The amount of time spent on warm transfers.
	Warm conference	The amount of time spent on warm conferences.
	Conference	The amount of time an agent spent in conversation with an engagement and at least one additional agent.
	Wrap-up	The amount of time an agent spent completing engagement wrap-up.
Supervisor	Listen	The amount of time a supervisor spent listening to a call without the parties being aware.
	Whisper	The amount of time a supervisor spent speaking to a phone user in a call without other parties being aware.
	Barge	The amount of time a supervisor spent joining a call and speaking to all parties.
	Active conversation	The amount of time spent actively communicating with a consumer, not including conference, hold, warm transfer, and warm conference.
	Hold	The amount of time that a consumer was placed on hold.
	Warm transfer	The amount of time spent on warm transfers.
	Warm conference	The amount of time spent on warm conferences.
	Conference	The amount of time an agent spent in conversation with an engagement and at least one additional agent.
	Wrap-up	The amount of time an agent spent completing engagement wrap-up.
Outbound dialer	Dial	The amount of time the progressive outbound dialer spent dialing the customer.
Virtual Agent	Active conversation	The amount of time a virtual agent spent actively communicating with a consumer.
External phone number	Ring	The amount of time between when a call is assigned to an external phone number and the user answered, missed, or declined the call.