In order to make data-driven decisions, administrators, supervisors, and agents can use historical reports to view KPIs, such as missed calls and abandoned calls, which can be used in order to make effective data-driven decisions. It is recommended that you refer to the KPI glossaries of voice/video and chat/SMS for definitions of the KPIs tracked in historical reports.

In addition, you can use the desktop client to access analytics and subscribe to receive notifications of new report releases via email.

This article covers:

• How to customize the historical chart report
• How to customize the historical detailed report
• How to customize thresholds for Service Level

Prerequisites for viewing historical reports

• The owner of the account, the admin, the supervisor, or the agent; or the relevant privilege
  Note:
• Data can only be viewed by supervisors and agents who are members of the queues.
• Account type: Business, Education, or Pro
• License for Zoom Contact Center

How to customize the historical chart report

Call queue historical chart report provides levels and trendlines that can be compared across various parameters such as service levels, call handling and wait times, volume of calls, queue statistics and many more. The historical reports can be selected from a date range ranging from 1 to 2 years back.

1. You will need to sign in as a member of the call queue or an administrator to access Zoom’s web portal.
2. To view the analytics and reports section of Contact Center Management, click the Menu menu and the Analytics & Reports tab.
3. Select Historical Reports from the drop-down menu.
4. To see data for Voice, Video, SMS, and Chat, click one of the tabs on the right side of the screen.
5. Using the Chart Report tab, you can filter or customize the data by choosing one of the following options:
   • In order to view only data from a specific queue, use the Queue menu at the top of the page to select a queue from the list.
   • In order to maximize any graph, simply click on the expand icon.
   • A CSV file can be exported by clicking on the Export button.
   • There are some widgets that allow you to apply thresholds or customize which KPIs to display by clicking the ellipses (…) in the top-right corner of the widget.

How to customize the historical detailed report

Detailed information regarding the queue KPIs for each inbound call can be found in the historical detailed report of the call queue.

1. Become a member of the Zoom call queue or become an administrator by signing into the Zoom web portal.
2. Click Contact Center Management in the navigation menu, then click Analytics & Reports in the left sidebar.
3. Click on the Historical Reports tab.
4. Using the tabs on the right side of the window, you can view data for Voice, Video, SMS, and Chat.
5. The detail report can be accessed by clicking the tab called Detail Report.
6. For more information or to customize the data, you can use the following options:
   • To view data from a particular queue, use the Queue drop-down menu at the top of the page and select the queue from which you wish to view data.
   • The data can be exported to a CSV file by clicking the Export button.
   • To see more details about the call, click the Details link in the last column on the right of the screen. For example, the call queue might have attempted to contact the following members.

How to customize thresholds for Service Level

The Service Level can be customized in order for you to make it easier to gauge how well the queue is handling a call by applying custom thresholds and colors.

It is possible to set a Critical threshold of 20% and associate the color of the threshold with red. An analysis dashboard will display red if the Service Level is less than 20% at any given time, regardless of whether it is recorded in real-time or historical data.

1. You will need to log in as either a queue member or an admin to the Zoom web portal.
2. The Contact Center Management section can be found under the Navigation menu, followed by Analytics & Reports.
3. You can view historical reports by clicking on Historical Reports.
4. The following tabs allow you to view data related to Voice, Video, SMS, and Chat by clicking one of the tabs.
5. As you can see in the screenshot to the right, in the upper-right corner of the widget, there is an ellipses icon (…).
6. Drop down the Threshold Time menu and select the value that you wish to set.
   Note:
7. As a result of the threshold time, the Service Level is calculated based on the threshold time.
8. If you wish to include variables in the calculation of Service Level by selecting them from the Variables drop-down menu, you may do so.
9. In the Warning and Critical fields, you will need to enter a value for each of them.
10. You can select a threshold color by clicking the box next to the fields.
    Note:
11. Only the current dashboard will be affected by the customizations. To customize the other dashboards, repeat these steps.