Voice and video KPIs glossary in Zoom App

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

The following table contains a list of voice and video KPIs that can be found on the real-time dashboards available in contact centers and on historical reports. Besides viewing chat/SMS KPI definitions, you can also view agent availability statistics and chat/SMS KPI definitions.

Note: There are only statistics for the current day included in the real-time analytics dashboard.

Prerequisites for viewing contact center KPIs

  • You must be the owner of an account, an admin, a supervisor, or an agent, or have the appropriate privileges.
  • There are three types of accounts available: Pro, Business, and Education
  • The license for Zoom Contact Center can be found here

Voice and Video KPIs

It is important to note that the following call result KPIs appear in the historical and real-time analytics dashboards:

  • Abandoned calls: There are some inbound calls that have been terminated by the caller while waiting in the queue by the caller. Numbers and percentages are only displayed on the real-time dashboard in real time.
  • Active voice calls / Active calls: As of today, there are a total of 70 calls that have been routed by the queue and are in the process of being answered by a queue member.
  • Answered: It was successfully connected to the receiving party by the call queue, which was an outbound call.
  • Routed to inbox: Inbound calls that have been forwarded to the queue’s voicemail box have been forwarded to the queue. Numbers and percentages are only displayed on the real-time dashboard in real-time.
  • Calls on hold: Calls placed on hold are counted as the number of calls.
  • Closed Inbound Engagements / Closed Outbound Engagements: Agents or consumers are able to track how many engagements they have ended since they started the engagement. Once the wrap-up duration for the associated queue has ended, the engagement will be closed if the queue has a wrap-up duration.
  • Completed calls / Completed: A call queue member has answered an inbound call that was answered by someone in the queue. The number and percentage will only be displayed on the real-time dashboard in real-time.
  • Disposition: This is the disposition that has been selected.
  • Handling Duration: In the process of engaging with a consumer through a voice or video call, the amount of time spent by the agent is recorded.
  • Hang-up calls: An outbound voice call that lasts less than ten seconds is considered to be an outbound voice call.
  • Hold-abandoned calls: As a result of being placed on hold by the agent, the customer was able to hang up on the agent and hang up their phone.
  • Inbound Voice Calls: Inbound calls to the selected queues are counted according to the number of inbound calls.
  • Live voice calls / Live inbound voice calls: Calls that are currently waiting in the queue, including those that are on hold or those that are on hold, make up the total number of inbound calls in the queue. You are going to be able to view the dashboard of live inbound voice calls when you click Live inbound voice calls.
  • Long-abandoned calls / Long-abandoned: As a result of waiting in the queue, the customer hung up a number of times and the number of clients who did the same. As a result, only calls have been included that have exceeded the limit for short abandonment set in the queue settings in order to be included.
  • Long calls: A voice call that is longer than 120 seconds in length is considered an outbound voice call.
  • Missed calls / Total missed calls: The queue members were informed of the inbound call but were unable to respond to it. Numbers and percentages are only displayed on the real-time dashboard in real-time.
  • Name: This is the name that appears in the agent’s profile display.
  • Overflowed: As a result of overflowing inbound calls, the queue’s settings chose to send the calls to another destination.
  • Outbound Voice Calls – Total outbound: There is a total number of outgoing calls made by members of the queues that have been chosen.
  • Outbound Voice Calls – Answer / Outbound Voice Calls – Answer calls: In this case, the number of outbound calls made by members of the selected queue that were answered by someone on the other end of the line.
  • Outbound Voice Calls – Unanswered / Outbound Voice Calls – Unanswered calls: The number of outbound calls that were made by members of the selected queues that were not answered as a result of the call being made out of queue.
  • Total inbound calls: During the current day, the number of inbound calls to the queue(s) totaled the total number of calls.
  • Total completed calls: An inbound call queue member has answered a total of the number of inbound calls that have come into the queue.
  • Total declined calls: As a result of a member declining an inbound queue call, the associated member will receive the number of declines. As a result, when they received an inbound call notification, they selected the option to decline the call.
  • Voice call talking duration: A member’s time spent speaking to an inbound caller is the amount of time he or she spent talking to the caller.
  • Service Level: There is a threshold time (default 30 seconds) at which you would like to see a percentage of calls answered within that time. When the call queue is closed (when there are no inbound calls) then the real-time analytics dashboard will show No Calls every hour. All calls received within a certain period of time (as a default this step is 30 seconds), divided by a certain number of calls answered or completed by the queue members is how the Service Level is calculated.
  • Note: On the real-time or historical dashboards, you have the option of customizing the thresholds used to calculate the Service Level.
  • Short-abandoned calls: As a result of waiting in the queue, a customer hung up the phone as he or she was waiting in the queue. In order to determine whether or not a call has been abandoned, the wait time must fall within the short-abandon threshold as set in the queue settings.
  • Short calls: There are some outbound voice calls that last between 10 seconds and 120 seconds, i.e. those that last between 10 seconds and 120 seconds.
  • Status/Time in: This is the status of the agent’s availability at the present time.
  • Total transferred: The number of calls that were transferred from inbound to outbound is the total number of calls.
  • Total transferred in: There was a transfer of inbound calls to another queue or agent from a particular queue of inbound calls.
  • Total transferred out: As a result of an internal call being transferred to an external number, the number of inbound calls is increased.
  • Upgraded to video call: A video call was upgraded to an inbound call from an inbound call.
  • Voice call talking duration – Average / Avg call talking duration: It is calculated by dividing the total talk time by the total number of calls that have been made. Minutes and seconds are displayed in a clock format. There is no mention of the time spent on hold and the time spent on wrapping up.
  • Voice call talking duration – Longest / Video call talking duration – Longest / Longest call talking duration: An indication of how long it took a caller to talk to a queue member for the longest time. There are hours, minutes, and seconds displayed on the screen.
  • Voice call talking duration – Shortest / Video call talking duration – Shortest / Shortest call talking duration: As a measure of how long it took a caller to talk to a queue member, this is the shortest time. It is presented as an hour, minute, and second clock.
  • Voice call waiting duration – Average / Video call waiting duration – Average / Avg call waiting duration : In the queue, callers spend an average of 9.5 minutes waiting for their turn. In hours, minutes, and seconds, the time is displayed on the screen.
  • Voice call waiting duration – Longest / Video call waiting duration – Longest / Longest call waiting duration: In the case of a caller waiting in the queue for the longest time, the longest waiting time is recorded. In hours, minutes, and seconds, the time is displayed on the screen.
  • Note: See the historical detailed report for more information on how to access call waiting times for specific calls.
  • Voice call waiting duration – Shortest / Video call waiting duration – Shortest / Shortest call waiting duration: A caller’s wait time in the queue is measured as the shortest amount of time they spent waiting. Minutes and seconds are displayed in the right hand corner of the screen.
  • Voice calls on hold: Currently, there are a number of calls on hold in the inbound queue that are waiting to be answered.
  • Voice call talking duration / Video call talking duration / Talking duration: An inbound caller’s duration of time on the phone with an agent is the amount of time he or she spent on the call.
  • Waiting voice calls / Waiting calls: Inbound calls that have yet to be answered and are waiting in the queue are the number of inbound calls that have not been answered.
  • Wrap-up Time: During the wrap-up period of the queue, queue members spend a certain amount of time doing so. There is an indication of the time in hours, minutes, and seconds.
  • Wrap-up time – Average / Avg. call Wrap-up time: During the wrap-up period, queue members spend an average amount of time in the process. The time is displayed with an hour, minute, and second format.
  • Wrap-up time – Longest / Longest call Wrap-up time: Queue members are sorted based on the length of time they spend in the wrap-up period of a queue. There is a display of seconds, minutes, and hours.
  • Wrap-up time – Shortest / Shortest call Wrap-up time: During the wrap-up period, the shortest amount of time was spent by a queue member among the queue members. There is an indication of the time in hours, minutes, and seconds on the display.
  • Start Time: As soon as the agent answers the call, it will display the time and date when the call started.
  • Wrap Up Time: During the wrap-up period, the amount of time that was spent on the final tasks.