Viewing Zoom Phone Team SMS historical reports

When Team SMS is enabled by an admin, phone users can send and receive SMS messages using phone numbers linked to call queues or auto receptionists. This feature lets teams manage group SMS conversations, reply to messages without overlap from other members, transfer threads to share missed information, and release conversations so other members can respond.

Team SMS historical reports provide insights into how your team handles these conversations over time. Team SMS historical reports give a comprehensive view of how teams manage SMS conversations, tracking message distribution, response speed, and overall activity. These reports capture metrics such as total and per‑agent SMS volume, timing of first replies, and conversation handling efficiency, including details on released messages and average performance per completed conversation. These reports help admins and supervisors evaluate responsiveness, workload distribution, and overall efficiency in managing SMS interactions.

Note: Team SMS only applies to SMS conversations from auto-receptionist or call queue phone numbers, and it requires a Power Pack license. Learn more about using SMS with call queues or auto receptionists (Team SMS) and Team SMS thread summary with AI Companion.

Requirements for viewing Zoom Phone Team SMS historical reports

• Business or Education account
• Account owner or admin privileges
• Zoom Phone licenses in the account
• Zoom Phone Power Pack add-on

How to access the Team SMS historical reports

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Analytics & Reports.
3. Click Zoom Phone.
4. Click Team SMS historical reports.

How to select KPIs

1. Access the Team SMS historical reports.
2. At the top of the page, click Select KPIs .
   A pop-up window will appear.
3. In the window, click the Call Queues or Auto Receptionists tab.
4. Select the checkboxes of the KPIs you want to view in your report:
   • Distributed SMS
   • First Reply Time
   • Total SMS Volume
   • Avg. SMS volume per agent
   • SMS volume per completed conversation
   • Responding time per completed conversation
5. Click Confirm.

How to view the call queue analytics in Team SMS historical reports

1. Access the Team SMS historical reports.
2. At the top of the page, click the Call Queues tab.
3. At the top of the page, filter the report:
   • Select the From and To date range you want to view.
   • Select the Site using the dropdown menu to view data from a specific site.
   • Select the Call Queues using the dropdown menu to view data from one or multiple specific call queues.
   • Select the Department or Cost Center using the dropdown menus to search for and view data from a specific department or cost center.
4. Under Summary, view the following information:
   • Distributed SMS: Tracks SMS messages distributed among team members, including Manual Released and Timeout Released counts.
   • First Reply Time: Measures how quickly a conversation receives its first reply, with details on Longest Reply Time and Average Reply Time.
   • Total SMS Volume: Total Inbound and Outbound SMS messages.
   • Average SMS volume per agent: Breaks down Inbound and Outbound messages per team member.
   • SMS Volume per completed conversation: Displays Average Inbound and Average Outbound messages per fully completed conversation.
   • Responding Time per completed conversation: Displays Average First Reply Time and Average Handle Time for completed threads.
5. Under Call Queues, view the following information:
   • Click the Settings icon to customize the columns that you want to see by default.
   • View the high-level overview of the call queues that are filtered.
   • (Optional) Click the call queue Name to view its Summary analytics and members.

How to view the auto receptionist analytics in Team SMS historical reports

1. Access the Team SMS historical reports.
2. At the top of the page, click the Auto Receptionists tab.
3. At the top of the page, filter the report:
   • Select the From and To date range you want to view.
   • Select the Site using the dropdown menu to view data from a specific site.
   • Select the Auto Receptionists using the dropdown menu to view data from one or multiple specific auto receptionists.
   • Select the Department or Cost Center using the dropdown menus to search for and view data from a specific department or cost center.
4. In the Summary section, view the following information:
   • Distributed SMS: Tracks SMS messages distributed among team members, including Manual Released and Timeout Released counts.
   • First Reply Time: Measures how quickly a conversation receives its first reply, with details on Longest Reply Time and Average Reply Time.
   • Total SMS Volume: Total Inbound and Outbound SMS messages.
   • Average SMS volume per agent: Breaks down Inbound and Outbound messages per team member.
   • SMS Volume per completed conversation: Displays Average Inbound and Average Outbound messages per fully completed conversation.
   • Responding Time per completed conversation: Displays Average First Reply Time and Average Handle Time for completed threads.
5. In the Auto Receptionists section, view the following information:
   • Click the Settings icon to customize the columns that you want to see by default.
   • View the high-level overview of the auto receptionists that are filtered.
   • (Optional) Click the call queue Name to view its Summary analytics.

How to export data to CSV

1. Access the Team SMS historical reports.
2. At the top of the page, click either the Call Queues or Auto Receptionists tab.
3. In the top-right corner of the page, click Export to CSV.