Account owners and admins can access comprehensive call journey reports for both Zoom Phone and Zoom Contact Center interactions. Admins can view a unified dashboard displaying a holistic view of call events and metrics across Zoom Phone (ZP) and Zoom Contact Center (ZCC). The report includes details, such as in-queue wait time, talk time, hold time, and wrap-up time for both platforms. It provides a global ID for each call across ZP and ZCC, enabling admins to track the entire call journey. The report is accessible to admins with the required licenses and permissions for both ZP and ZCC, offering improved observability into the overall call experience.
Note: This report only includes the interactions between ZP and ZCC. If the call only reaches one side, it won't appear in this dashboard.
Note: You can also access this report from the CX Analytics section under Analytics & Reports.
Account owners and admins can access a report that provides a comprehensive view of call events and metrics spanning Zoom Phone (ZP) and Zoom Contact Center (ZCC). The report captures data from interactions between the two systems, including call queues, flows, agents, and user activities. It offers insights into key metrics like routing time, ring time, and conversation time, enabling admins to monitor the complete call journey seamlessly. It provides a global ID for each call across ZP and ZCC, enabling admins to track the entire call journey. The unified report enhances visibility and analysis capabilities for call center operations involving both ZP and ZCC.
Learn more about Zoom Phone and Contact Center Call Journey filters and information in the Zoom Phone and Contact Center Call Journey report.