View Zoom Phone user and call queue usage reports

overview

The Zoom Phone Usage Report displays usage data for call queues or Zoom Phone users over a specific time period . You can output up to 100,000 call records as a CSV file.

For more detailed call queue statistics , please use the call queue real-time analytics and historical dashboard .

Content of this article:

Prerequisites

  • Business or educational account
  • Account owner or administrator privileges
  • Zoom Phone license

View usage report

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management, then Report .
  3. Click Phone System.
  4. Use the following options to filter the data.
    • Click the Call Queueor Users tab to filter the data by call queue or Zoom Phone user .
    • Specify a time period at the top of the page and click Search.
    • After entering the name or extension number, click Filterto filter the data by specific call queue or Zoom Phone user . Make sure you have selected the correct tab before searching for call queues or Zoom Phone users.
    • If you have multiple sites, click the Sites drop-down menu to filter the results by site.
  5. (Optional) Click Export as CSV file to exportthe search results as a CSV file.
    The following columns and usage metrics are displayed.

Note :Metrics only cover the specified month. For example, the total talk time metric refers to the total talk time within a specified time period.

Call queue

  • Name: The display name of the call queue.
  • Extension: The extension number of the call queue.
  • Received: The number of incoming calls received by the call queue, including missed calls.
  • Answered: The number of incoming calls answered by members of the call queue.
  • Overflow: The number of incoming calls that members of the call queue could not answer ( calls were routed based on the call queue overflow settings).
  • Average wait time: The average wait time for a caller to connect to a member of the call queue.
  • Sites( displayed only if there are multiple sites ): The site associated with the call queue.

Zoom Phone users

  • Name: Zoom Phone User‘s profile name and email address.
  • Extension: The extension number of the Zoom Phone user.
  • Total number of calls: The total number of outgoing and received calls, including missed calls and forwarded calls.
  • Outgoing: The number of calls made by the Zoom Phone user.
  • Received: The number of calls received by Zoom Phone users, including missed calls.
  • It has been transferred to voice mail: the number of calls that are transferred to the user’s voice mail. Calls forwarded to a shared voice mail inbox accessible to Zoom Phone users are not included.
  • Out of office: The number of missed calls or calls forwarded to voicemail during business hours.
  • Average Talk Time: The average time it took to make a call.
  • Total Talk Time: The total time spent on the call.
  • Total Hold Time: The total time the Zoom Phone user has put a call on hold .
  • Total Park Time: The total time that the Zoom Phone user put the call on hold in the park .
  • Sites( displayed only if there are multiple sites ): The site associated with the Zoom Phone user.
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View usage report to see pricing

You’ll see a usage report with all the charges you’ve made. You can use this information to validate call charges on your invoice.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management, then Report .
  3. Click Phone System.
  4. Click the Billing
  5. On the Billingtab, select Call or SMS / MMS .
  6. Specify the period at the top of the page. Make sure the period matches the billing cycle.
  7. Click Search.
  8. Click Exportto export the data in CSV file format.
    The following data is displayed.

    • From: The phone number of the caller or SMS sender.
    • To: The phone number that received the call or SMS message.
    • Call Type: Shows either a domestic or international call by call or SMS based on both area codes.
    • Start time: The time when the call was connected.
    • Duration (minutes): Talk time rounded up to the nearest minute.
    • Number used for billing: The phone number where the call or SMS charges were incurred.
    • Rate: The rate (in minutes) of the charge charged for the call.
    • Total: The total billed amount for the call. This is the rate multiplied by the period (minutes) .
      Note : Talk time will be rounded up to the nearest minute.
  9. Calculates the sum of all the values ​​in the total
  10. Make sure the total amount matches the value on your invoice.
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Frequently Asked Questions

 

What you need to know about accessing your account’s reports
  1. To access Zoom’s web portal, you must sign in with your Zoom credentials.
  2. There are two ways you can access Usage Reports: If you have an administrator role, or if you are a member of a role that has access to Usage Reports, you can select the Reports tab in the navigation menu, or click the Account Management tab in the navigation menu.
  3. If you wish to pull a report of a particular type, please click on it.
There is an automatic recording feature available on Zoom Phones. The audio prompt can be customized so that all parties are informed that the call is going to be recorded. Call Queue members can record their calls using the in-call controls by enabling members of the queue to record their calls on an ad hoc basis.
 
Analyses provided by Zoom
  • Adoption & Usage Statistics. A variety of factors are taken into consideration when measuring the satisfaction of users, such as the types of clients, the modalities, the devices, and more.
  • An excellent product. User, location, mode of access, and other performance data can be analyzed.
  • Infrastructural support. Information on audio/video devices that are used in the Zoom Rooms, as well as details about how the Zoom Rooms are used and how they perform.
  • A hardware component.
The Zoom client will open once you sign in to it. Upon clicking the phone tab, you will see it appear in the middle of the screen. The History tab can be found by clicking the History button. On the top of the screen, you will see a list of the most recent calls you have made.
 

Your Waiting Room needs to be able to communicate with you in the following ways:

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A Participant icon can be accessed by clicking it on the main Zoom Toolbar, which is located on the left side of the screen. Using the Participants window in your meeting software, you will be able to view who is waiting to join the meeting and who has already joined it. It is possible to admit all participants at the same time when you have two or more participants.

 
Logs can be viewed and exported by following the instructions below. Logs can be viewed in your account for all the phone users that you have registered. Zoom’s web portal can be accessed by logging in to your account. Click on Phone System Management, and then click Logs under the navigation menu.

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