Viewing Zoom Contact Center real-time analytics

This post was most recently updated on July 28th, 2022

With the real-time analytics dashboard, administrators, supervisors, and agents can easily make effective decisions based on the data they are provided with. Real-time analytics dashboards provide a variety of important information, including call volume counts, average call handling times, and service level baselines as well as the ability to drill down further into specific queues and agents to derive more detailed information. The KPI glossaries for voice/video/chat/SMS (for voice/video) and chat/SMS (for chat/SMS) provide definitions for the KPIs tracked in the real-time dashboard.

The desktop client can also be used to access analytics and you can customize the wallboard that shows real-time analytics information.

The following are the topics covered in this article:

  • How to customize the real-time analytics dashboard
  • How to customize thresholds for Service Level
  • How to customize thresholds for inbound calls
  • How to view the live inbound voice calls dashboard

Prerequisites for using the real-time analytics dashboard

  • There is an account owner, administrator, supervisor, or agent role, or a relevant privilege associated with that role
    Note: Neither supervisors nor agents are able to view queue data unless they are a member of the queue in which they are located.
  • There are three types of accounts available: Pro, Business, and Education
  • License for Zoom Contact Center can be purchased here

How to customize the real-time analytics dashboard

  1. Log in to the Zoom web portal by entering your username and password.
  2. To access the Analytics & Reports section, click Contact Center Management in the navigation menu at the top of your screen.
  3. You can view real-time analytics by clicking on Real-time Analytics.
  4. You can view data for Voice, Video, SMS, and Chat by clicking on one of the tabs on the right.
  5. Choose the queues to display data for from the Queue drop-down menu in the top-right corner of the screen. You can also scroll down to the end of the page, click the queue’s display name at the bottom of the page, or click the dashboard to display a specific queue’s dashboard.
  6. In order to customize or filter the data, you can use the following options:
    • You can change these settings by clicking the Settings button in the top-right corner of the screen:
      • Timezone: The timezone in which you want to view the metrics.
      • Set Colors: The down arrow icon on the left hand side of the screen allows you to change the color for warnings and critical thresholds.
    • You can add additional data columns for KPIs by clicking Select KPIs in the top-right corner of the screen.
    • You can apply thresholds to certain widgets, or you can customize which statistics are displayed by clicking the ellipse icon in the top-right corner of the widget.

How to customize thresholds for Service Level

You can apply custom thresholds and associated colors to the Service Level so that you can easily gauge how well the queue is operating.

For example, you can set a Critical threshold of 20% and set the associated color to red. If the Service Level falls below 20%, the statistic will appear red in the real-time and historical analytics dashboard.

  1. Log in to the Zoom web portal by entering your email address and password.
  2. To access Analytics & Reports, click on Contact Center Management in the navigation menu.
  3. To view real-time analytics, click the Real-time Analytics button.
    Note:
  4. There is also an option to apply thresholds to the wallboard by clicking Wallboard.
  5. By clicking on one of the tabs, you will be able to see the data for Voice, Video, SMS, and Chat.
  6. You can also select the queue you would like to display data from by clicking the Queue drop-down menu in the top-right corner. The dashboard can also be viewed by scrolling down the page until you reach the bottom of it, then clicking on the display name of any queue or queue group you wish to view.
  7. The Service Level widget can be found by clicking the ellipses (…) icon, then clicking Threshold in the left hand column.
  8. You can select a value from the drop-down menu next to Threshold Time to set a threshold time.
    Note: When the threshold time is reached, the Service Level is calculated based on that Service Level.
  9. You can add variables to the Service Level calculation by choosing them from the drop-down menu in the Variables section.
  10. Make sure you fill out the Warnings and Criticals fields with a value.
    Note: The threshold colors can be customized when you customize the entire dashboard.
  11. Save the changes by clicking the Save button.
    Note: You will only be able to customize your dashboard tabs based on what you are currently viewing. Apply the same customizations to the other dashboards in the same way by repeating the steps above.

How to customize thresholds for inbound video calls, voice calls, SMS, or chats

If you want to be able to gauge how well the queue is operating on a regular basis, you can apply custom thresholds to the inbound KPIs.

The Critical threshold, for example, can be set to 20%, and the color associated with it can be set to red. There will be a red symbol on the dashboard if the KPI falls below 20%.

  1. The Zoom web portal can be accessed by signing in to your account.
  2. To access Analytics & Reports, click on the Contact Center Management menu option in the navigation menu.
  3. You will be able to see real-time analytics by clicking Real-time Analytics.
    Note:
  4. Additionally, you have the option of accessing the dashboard of real-time analytics and clicking on the Wallboard option to set thresholds for the wallboard to display.
  5. The data for Voice, Video, SMS, and Chat can be viewed by selecting one of the tabs at the top.
  6. It is also possible to select the queues for which data should be displayed from the drop-down menu in the top right corner of the screen. The dashboard can also be displayed if you scroll down the page and click the queue’s display name at the end of the page to display the dashboard for that queue.
  7. For each channel, there is an appropriate inbound widget that should be found:
    • Voice tab: The inbound calls widget can be found under the Voice tab
    • Video tab: There is a widget that allows you to make inbound video calls
    • SMS tab: Widget for inbound SMS messages
    • Chat tab: This tab contains the inbound chat widget.
  8. Click the ellipse icon (…) and then click the Threshold option in the top-right corner of the widget.
  9. There are two fields under each metric: Warning and Critical that need to be filled in with values.
  10. Save the file by clicking the Save button.
    Note:
  11. When you customize the entire dashboard, you will be able to customize the threshold colors as well.

How to view the live inbound voice calls dashboard

If you would like to view details on the active voice engagements, then you can view the live inbound voice calls dashboard. Zoom’s desktop client allows you to view real-time information regarding active engagements, as well as view historical information.

  1. The Zoom web portal can be accessed by logging into the Zoom account.
  2. Click on Contact Center Management then select Analytics & Reports from the navigation menu at the top of the screen.
  3. In the Real-time Analytics section, click the Real-time Analytics button.
  4. Click on the Voice tab at the top of the page.
  5. Click on Live inbound voice calls in the Inbound Monitor widget.
    The following information will be displayed to you:

    • Start Time: This field displays the time at which the engagement will begin.
    • Agent: This is the display name of the agent that made the engagement or the agent that received the engagement.
    • Consumer: When a customer calls, the caller ID number is displayed or the customer’s display name depends on the presence of the number in the address book.
      • Caller display name: In the address book, the display name of the caller is displayed. An agent or administrator had previously added the phone number to the address book by using the Zoom desktop client or the Zoom web portal, so now the caller ID number exists in the address book.
      • Caller ID number: Caller ID is a number displayed on your telephone that identifies the caller. It means that there is no caller ID number in the account address book and that the caller ID number has not been added by an agent or admin to the account.
    • Status: An indication of where the call stands at the moment. This can be done by checking the status of the call, such as if it is waiting, active, or on hold.
    • Waiting Duration: In hours, minutes, and seconds, the total amount of time spent waiting for the engagement to commence.
    • The duration of the conversation is as follows: In hours, minutes, and seconds, the total length of time it took to handle the engagement.
    • Queue Wait Type: If the status of the call is Waiting Call or On Hold, it displays the origin of the call if the call is on hold or waiting.
      • Callback:  Due to a callback or as a result of a callout, the consumer is waiting
      • Live waiting: In order to enter the queue, the consumer must dial the entry point (phone number) that has been provided.
    • Flow Name: There is a display name associated with the flow that is handling the call in this case.
    • Duration in Flow: Consumers spend the most amount of time in a flow if they spend the most amount of time in it.
    • View Events: Events associated with engagement can be viewed here.