A Zoom desktop client can be accessed by administrators, supervisors, and agents directly from the Zoom desktop client in order to access the real-time analytics dashboard and historical reports.

Note: There is a desktop client that replicates the same interface and KPIs as the web portal dashboard and reports but has a more simplified user interface and features. Check out the live analytics dashboard and the historical reports to learn more about what is available. There is a glossary that provides definitions for the KPIs tracked for voice/video, chat/SMS, and web analytics.

Prerequisites for monitoring an active voice call

• Desktop client for Zoom, version 5.9.3 or higher, is required for Windows or macOS
• There are three types of accounts available: Pro, Business, and Education
• In order to use Zoom Contact Center you will need a license.
• An account owner, administrator, supervisor, or agent role, or any other privilege that relates to the account

How to access the real-time analytics dashboard and historical reports

1. Open the Zoom desktop client on your computer and sign in.
2. You can access the Contact Center by clicking the tab.
3. Click Analytics from the left-hand navigation menu on the left-hand side of the screen.
4. The Real-Time or Historical tab can be found by clicking the corresponding button.