ACD Supervisor/Admin Features & Reports
This article covers how authorized Automatic Call Distribution (ACD) Supervisor/Call Queue Admins can access specialized features and reports for their call queue(s).
Overview
There are two main menus that ACD Supervisors/Call Queue Admins will use to access features and reports: Call Queues and Analytics & Reports.
Call Queues
- View/add/remove agents from your call queue
- View/change your call queue's business hours and holiday schedule
- View/change your call queue's settings such as greeting, call distribution, music on hold, max wait time, wrap up time, and max calls in queue.
- View or create alerts & notifications for your call queue
Analytics & Reports
- View real-time status of your call queue, including number of active calls, callers waiting in the queue, and agent sign-in status
- Sign an agent in or out
- View historical data/reports on your call queue and agents
Call Queues Menu
1. Log in to your Zoom Web Portal and click on Phone System Management. Then select Call Queues.
- Click on Phone System Management.
- Then select Call Queues.
2. Click on the Call Queue you want to view.
You will see all of the Call Queues for which you are a supervisor. Contact Telecom at [email protected] if you do not see a call queue listed here that you need to access.
3. You can now view and modify your call queue settings.
1. Click View or Edit next to the Members of the call queue.
2. You can now view all of the users/phones that are set up as agents (members) of your call queue.
What do you want to do?
You can add users and common area phones to your call queue to set them up as ACD agents.
1. Click Add.
2. Search for the user(s) you want to add. Place a checkmark next to their name in the search results. Click OK when you are ready to add the user(s).
- Search for the user(s) that you want to add as an agent.
- Place a checkmark next to their name in the search results.
- Notice the user(s) you selected will show up under Selected.
- Click OK when you are ready to add the user(s).
3. You'll see a confirmation message at the top of the screen indicating the user(s) have been added.
1. Click the three dots next to the agent you want to remove.
2. Then click Remove.
3. Click Remove to confirm you want to remove the user from your call queue.
4. You'll see a confirmation message at the top of the screen indicating the agent has been removed.
Keep in mind that any changes to your business hours take effect immediately.
1. Scroll down to the Business Hours section to view your current business hours. Click Edit to change your business hours.
2. Make any changes to the business hours. Then click OK.
- Make any changes to the business hours. A checkmark should appear next to each day of the week you are open. Then specify the specific open/close times for each day of the week.
- Then click OK.
3. You will see a confirmation that the business hours updated successfully.
4. Just below Business Hours is the Closed Hours section. Click Edit to change what happens to calls that come in outside of your Business Hours.
5. Use the Route to drop-down menu to select what happens when calls come in outside of Business Hours. If you choose to play a greeting, you can select which greeting is played by clicking Edit. If you are allowing callers to leave a message, indicate where their message will be saved. Then click Save.
- Use the Route to drop-down menu to select what happens when calls come in outside of your Business Hours such as: voicemail (sends callers to voicemail to leavea message), play a message then disconnect (plays a greeting for the caller and then disconnects the call), user (forwards the calls to a specific user), or common area (forwards the calls to a specific common area phone).
- If you choose Voicemail or Play a Message, Then Disconnect, click Edit to add a new greeting (Add) or choose an existing greeting (choose from audio library).
- If you choose Voicemail, specify where the voicemail message will be sent: the current extension (the voicemail box for this call queue), user (a specific user's voicemail box), call queue (a *different* call queue than the current one), or shared line group (the voicemail box for a shared line).
- Click Save once you have made all of your changes.
6. You will see a confirmation that the changes were saved successfully. You're done!
1. Scroll down to the Holiday Hours section to view your current list of holidays. Click Edit to add/remove/edit a holiday.
What do you want to do?
1. Click Add to create a new holiday.
2. Enter a name for the holiday. Then enter the start and end date(s) and time(s) for the holiday. Then click Save.
- Enter a name for the holiday. You may want to include the year for annual holidays so you'll be able to tell from the holiday list what year the holiday is set up for.
- Enter the start date and time and end date and time for the holiday. By default the system will choose the entire day, but you can specify a specific time for the holiday to start or end.
- Then click Save.
3. Click Edit next to Leave Voicemail to Current Extension if you want to change what happens when calls come in during the holiday and/or specify the voicemail greeting to be used during the holiday. Notice you can also still modify the name of the holiday and the dates/times.
- Click Edit next to Leave Voicemail to Current Extension to change what happens when calls come in during the holiday.
- Click Edit next to the holiday name to edit the name of the holiday.
- Use the calendar fields to adjust the start date/time and/or end date/time of the holiday.
4. Use the Route to drop-down menu to select what happens when a call comes in during the holiday. If you choose to play a greeting, you can select which greeting is played by clicking Edit. If you are allowing callers to leave a message, indicate where their message will be saved. Then click Save.
- Use the Route to drop-down menu to select what happens when a call comes in during the holiday such as: voicemail (sends callers to voicemail to leave a message), play a message then disconnect (plays a greeting for the caller and then disconnects the call), user (forwards the calls to a specific user), or common area (forwards the calls to a specific common area phone).
- If you choose Voicemail or Play a Message, Then Disconnect, click Edit to add a new greeting (Add) or choose an existing greeting (choose from audio library).
- If you choose Voicemail, specify where the voicemail message will be sent: the current extension (the voicemail box for this call queue), user (a specific user's voicemail box), call queue (a *different* call queue than the current one), or shared line group (the voicemail box for a shared line).
- Click Save once you have made all of your changes.
5. You will see a confirmation that your changes were updated successfully. You're done!
1. Click on the holiday you want to edit.
2. Click Edit next to the holiday name to edit the name of the holiday. Use the calendar fields to adjust the start date/time and/or end date/time of the holiday. Click Edit next to Leave Voicemail to Current Extension if you want to change what happens when calls come in during the holiday and/or specify the voicemail greeting to be used during the holiday.
- Click Edit next to the holiday name to edit the name of the holiday.
- Use the calendar fields to adjust the start date/time and/or end date/time of the holiday.
- Click Edit next to Leave Voicemail to Current Extension to change what happens when calls come in during the holiday.
3. If you choose to edit what happens when calls come in during the holiday, use the Route to drop-down menu to select what happens when a call comes in during the holiday. If you choose to play a greeting, you can select which greeting is played by clicking Edit. If you are allowing callers to leave a message, indicate where their message will be saved. Then click Save.
- Use the Route to drop-down menu to select what happens when a call comes in during the holiday such as: voicemail (sends callers to voicemail to leave a message), play a message then disconnect (plays a greeting for the caller and then disconnects the call), user (forwards the calls to a specific user), or common area (forwards the calls to a specific common area phone).
- If you choose Voicemail or Play a Message, Then Disconnect, click Edit to add a new greeting (Add) or choose an existing greeting (choose from audio library).
- If you choose Voicemail, specify where the voicemail message will be sent: the current extension (the voicemail box for this call queue), user (a specific user's voicemail box), call queue (a *different* call queue than the current one), or shared line group (the voicemail box for a shared line).
- Click Save once you have made all of your changes.
4. You will see a confirmation that your changes were updated successfully. You're done!
1. Click on the holiday you want to delete.
2. Click Delete.
3. Click Delete to confirm you want to delete the holiday.
4. You will see a confirmation that the holiday was deleted successfully. You're done!
The greeting prompt is the message that plays as soon as callers are sent to your call queue. After the greeting prompt plays, callers are sent to an available agent or are sent to the queue to wait for an agent.
1. Scroll down to the Business Hours section to view the current Greeting Prompt. Click Edit to change the greeting prompt. Click Choose from Asset Library to choose an existing greeting. Click Add Audio to create a new greeting.
It's not recommended to choose Reset to Default Media or Disable unless advised to do so by Telecom.
- Click Edit to change your greeting prompt.
- Click Choose from Asset Library to choose an existing greeting.
- Click Add Audio to create a new greeting.
What do you want to do?
1. After clicking on Choose from Asset Library, click the radio button next to the greeting you want to use. You can click the play button in the Name field to listen to the greetings if you're not sure which one to use. You can also click on the three dots next to a greeting prompt for additional options such as download, edit, or delete. Click Save to save your changes.
- Click on the radio button next to the greeting prompt you want to make active.
- Click on the play button in the Name field to listen to a greeting prompt if you're not sure which one you want to make active.
- Click on the three dots next to a greeting prompt for more options such as download, edit, and delete.
- Click Save to save your changes.
2. You will see a confirmation that the greeting prompt was changed successfully. You're done!
1. After clicking Add Audio, choose how you want to add the new greeting: Text to Speech, Upload, or Record by Computer.
- Choose Text to Speech if you want to write out the verbiage for the greeting and have the system generate a recording using a built-in AI narrator.
- Choose Upload if you have recorded the greeting in another application and want to upload the audio file.
- Choose Record by Computer if you want to record the audio now in your web browser.
Which audio option will you choose?
1. First, give your voice prompt a name. Then select the Category of CQ/AR Greeting Prompt. Choose the Language (if other than American English). Then choose the AI audio narrator you want to use.
- Enter a name for your voice prompt. It's recommended that you include the extension associated with your call queue so it can be easily located.
- Select the CQ/AR Greeting Prompt category.
- Choose the language (if other than American English).
- Choose the AI audio narrator that you want to use for the recording.
2. Type (or paste) the verbiage for your greeting prompt. Click Play to listen to what the message will sound like with the Voice you selected.
You can use the Voice drop-down menu to choose a different AI audio narrator for your greeting prompt and then click Play to hear how the new voice sounds.
- Type or paste the verbiage for your greeting prompt.
- Click Play to listen to what the message will sound like with the Voice you selected.
3. Choose Asset Library (Public) as the Visibility. Then click Add.
You will want to save all audio relating to your call queue in the public asset library so the audio is not deleted if you leave the university.
- Select Asset Library (Public).
- Click Add.
4. You will see a confirmation that the greeting prompt was added successfully. You're done!
Note that the greeting prompt will be made active immediately. If you prefer to make it active later, you will need to go to Edit > Choose from Asset Library and select the greeting prompt that you want to be active.
1. First, give your voice prompt a name. Then select the Category of CQ/AR Greeting Prompt. Choose the Language (if other than American English). Then click Upload to upload your audio file.
- Enter a name for your voice prompt. It's recommended that you include the extension associated with your call queue so it can be easily located.
- Select the CQ/AR Greeting Prompt category.
- Choose the language (if other than American English).
- Click Upload.
2. Navigate to where the audio file is stored on your computer. Click on the audio file. Then click Open.
- Navigate to the location where the audio file is stored on your computer.
- Click on the audio file.
- Then click Open.
3. Click the play button to listen to your audio file. Or click Reupload if you need to upload the file again. Choose Asset Library (Public) for the visibility. Then click Add.
You will want to save all audio relating to your call queue in the public asset library so the audio is not deleted if you leave the university.
- Click the play button to listen to your audio file.
- Click Reupload to upload the file again.
- Select Asset Library (Public).
- Click Add.
4. You will see a confirmation that the greeting prompt was added successfully. You're done!
Note that the greeting prompt will be made active immediately. If you prefer to make it active later, you will need to go to Edit > Choose from Asset Library and select the greeting prompt that you want to be active.
1. First, give your voice prompt a name. Then select the Category of CQ/AR Greeting Prompt. Choose the Language (if other than American English). Then click the record button to start recording your greeting prompt.
- Enter a name for your voice prompt. It's recommended that you include the extension associated with your call queue so it can be easily located.
- Select the CQ/AR Greeting Prompt category.
- Choose the language (if other than American English).
- Click the record button to start recording your greeting prompt.
2. Your web browser may prompt you to allow Zoom to use your microphone. Select the microphone you want to use, check Remember this decision, and then click Allow.
- Use the drop-down menu to select the microphone you want to use for the recording.
- Place a checkmark next to Remember this decision so your browser remembers that Zoom is allowed to use this microphone in the future.
- Click Allow.
3. Record your message and then click the stop button to stop recording.
4. Click the play button to listen to your recording. Click Record Again to re-record the greeting prompt. Choose Asset Library (Public) for the visibility. Then click Add.
You will want to save all audio relating to your call queue in the public asset library so the audio is not deleted if you leave the university.
- Click the play button to listen to your recording.
- Click Record Again to re-record the greeting prompt.
- Select Asset Library (Public).
- Click Add.
5. You will see a confirmation that the greeting prompt was added successfully. You're done!
Note that the greeting prompt will be made active immediately. If you prefer to make it active later, you will need to go to Edit > Choose from Asset Library and select the greeting prompt that you want to be active.
1. Scroll down to the Business Hours section and the Call Distribution settings. Click on the current distribution method to view other available methods.
2. Choose the method of call distribution that you want to use: simultaneous, sequential, rotating, group rotating, longest idle.
Most call queues use "longest idle" as the call distribution method.
- Simultaneous: all calls will ring on all available agents' phones
- Sequential: calls will be routed in a specific order (you specify the order)
- Rotating: calls rotate from one agent to the next in turn (round robin)
- Group rotating: create automatic groups of agents and rotate calls between the groups (you specify the group size, but not who is in each group)
- Longest idle: calls will be routed to the agent who has been idle (not on an ACD call) the longest
3. Specify how long calls will ring at an agent's phone. Then click Confirm.
Note that if you choose Sequential or Group Rotating, you will need to specify the order (sequential) and group size (group rotating) before saving.
You will only see the Confirm button if you have made changes to your call distribution.
- Specify the ringing duration for each agent (how long calls will ring at an agent's phone before being sent to another agent).
- Then click Confirm.
4. You will see a confirmation that your changes were updated successfully. You're done!
The default setting for call queues is to send ACD call notifications to ALL of an agent's devices, not just the ones they are actively using. You can change this option so ACD calls are only sent to the devices (e.g., desktop app, mobile app, desk phone) that they are actively using.
This is helpful for reporting as you will often see multiple "No Answer" rows for an agent even though they did answer the call because Zoom Phone is counting the call notifications that were sent to the agent's offline devices.
1. Scroll down to the Business Hours section and the Call Distribution settings. Click More Options in the Call Distribution section.
2. Place a checkmark next to Skip offline devices and phone numbers when ringing. Then click Confirm.
- Place a checkmark next to Skip offline devices and phone numbers when ringing.
- Then click Confirm.
3. You will see a confirmation that your changes were updated successfully. You're done!
1. Scroll down to the Business Hours section to view the queue settings. You can adjust the Max Wait Time and Wrap-Up Time using the drop-down menus. Click Edit next to Max Call in Queue to increase/decrease the number of calls that can be in the queue at a time. Click Edit next to your Overflow option to change it.
- To adjust the Max Wait Time, use the drop-down menu. When a call has been in the queue longer than the Max Wait Time, the call will be sent to your Overflow.
- To adjust the Wrap-Up Time, use the drop-down menu. Wrap-Up Time is the amount of time that an agent has once an ACD call has ended before the next call is sent to them.
- Click Edit next to Max Call in Queue to increase/decrease the amount of calls that can be in your queue at one time. If the Max Call in Queue is exceeded, calls will be sent to your Overflow.
- Click Edit next to Overflow to change how overflow calls are handled.
2. Click Confirm if you make any changes.
3. If you choose to change your Overflow settings, use the Route to drop-down menu to select what happens when Max Wait Time or Max Call in Queue settings are exceeded. If you choose to play a greeting, you can select which greeting is played by clicking Edit. If you are allowing callers to leave a message, indicate where their message will be saved. Then click Save.
- Use the Route to drop-down menu to select what happens when Max Wait Time or Max Call in Queue settings are exceeded such as: voicemail (sends callers to voicemail to leavea message), play a message then disconnect (plays a greeting for the caller and then disconnects the call), user (forwards the calls to a specific user), or common area (forwards the calls to a specific common area phone).
- If you choose Voicemail or Play a Message, Then Disconnect, click Edit to add a new greeting (Add) or choose an existing greeting (choose from audio library).
- If you choose Voicemail, specify where the voicemail message will be sent: the current extension (the voicemail box for this call queue), user (a specific user's voicemail box), call queue (a *different* call queue than the current one), or shared line group (the voicemail box for a shared line).
- Click Save once you have made all of your changes.
4. You will see a confirmation that your changes were updated successfully. You're done!
1. Scroll down to Alerts Notification and click View in Alerts & Notifications.
You can also use the left menu to select Account Management > Alerts & Notifications.
2. Click on the name of an alert you have created to view/edit the alert. Click on three dots next to an alert and choose Delete to delete an alert. Or click Add to create an alert.
- Click on an alert name to view/edit the alert.
- Click on the three dots next to an alert to delete the alert.
- Then click Delete.
- Or click Add to create an alert.
3. Give your alert a name. Then select Call Queue Management as the module.
4. Choose the Rule that you want to use for the alert.
- Service Level: get an alert when a service level threshold is reached
- Inbound Abandoned Calls: get an alert when there is a certain percentage of abandoned calls
- Inbound Overflowed Calls: get an alert when there is a certain percentage of calls sent to your Overflow setting
- Inbound Avg Call Waiting Time: get an alert when the average time that calls wait to be answered exceeds a specified amount of time
- Inbound Forwarded to Voicemail: get an alert when there is a certain percentage of calls being forwarded to voicemail
- Number of Waiting Calls: get an alert when there is a specific number of calls waiting in the queue
5. Enter the Warning and Critical number or percentage for the alert. For Service Level, you will also need to specify the Threshold.
6. Select Specify Call Queue in the Target drop-down menu. Then select your call queue. Then click Save.
- Select Specify Call Queue in the Target drop-down menu.
- Then select your call queue.
- Then click Save.
7. Select the frequency you want the notification to be sent. Then specify the time frame each day you want to receive notifications.
8. Click Add under Email Recipients to choose what email address(es) to send the alert to.
Sending alerts to Zoom Team Chat channels is not currently available.
9. Type in the full email address(es) of each person/account that should receive the alert notifications. Separate each email address with a comma. Place a checkmark next to I acknowledge that the email I filled in is correct. Then click Save.
- Type the full email address(es) of each person/account that should receive the alert notifications, separating each email address with a comma.
- Place a checkmark next to I acknowledge that the email I filled in is correct.
- Then click Save.
10. Ensure that the Active Status is enabled. Then click Save.
11. You will see a confirmation that the alert was added successfully. You're done!
Analytics & Reports Menu
1. Log in to your Zoom Web Portal and click on Analytics & Reports. Then select Zoom Phone.
- Click on Analytics & Reports.
- Then select Zoom Phone.
2. Choose the reports that you want to view.
- Call Queue Analytics: view real-time or historical call queue metrics and user-specific metrics; sign an agent in/out of receiving ACD/call queue calls
- User Performance Reports: currently only shows your personal data
- Team SMS historical reports: view historical information on SMS text messages sent/received by the call queue (if enabled)
- Member availability reports: view a real-time report of all of the agents for the call queue and their current availability (online, offline, mobile); sign an agent in/out of receiving ACD/call queue calls
You are currently only able to remotely sign in/out agents who are using the Zoom desktop or mobile app.
1. Click on Member Availability Reports.
You can also view this report as part of the Call Queue Analytics Realtime report.
2. Client Status will show you the current Zoom Phone availability for each user. Member shows additional visual details about the user's call status. Opt-In Call Queues will show you whether the agent is signed in to receive ACD calls. Click on the drop down menu next to an agent to sign them in or out.
- Client Status will show the current Zoom Phone status for the user.
- White circle with gray outline = Not actively signed in to Zoom Phone
- Gray clock = Away
- Solid green circle = signed in to Zoom Phone
- Green rectangle = signed in on Zoom Phone mobile
- Red phone = on a phone call
- Red video camera = in a Zoom meeting
- Member will show the user's name and visually indicate their current call status.
- Above the report shows a breakdown of the color indicators for the Member column:
- Dark Red = on a call queue phone call
- Light red = on a non-call queue phone call
- Green = available
- Gray = not available
- Opt-in Call Queues will indicate if the user is signed in to receive queue calls.
- Opt-out all = Not signed in to receive queue calls
- Call Queue Name (e.g., 8888 Help Desk call center) = Signed in to receive queue calls for the indicated queue(s)
- Click on the down caret icon to either sign in an agent or sign out an agent.
3. To sign in an agent, use the slider to enable Receive call queue calls (if necessary). Then use the slider to enable the call queue.
You may find that some users have already enabled the Receive call queue calls option, and they just disable the Assigned call queue to sign out of receiving queue calls (as seen in the screenshot below). If a user has turned off Receive call queue calls, you will have the option to enable it.
- Use the slider to enable Receive call queue calls (if necessary).
- Then use the slider to enable the call queue.
3.1. You will see a notification that the update was successful and the call queue will now show in the Opt-in Call Queues column for that user.
4. To sign an agent out, use the slider to disable the call queue.
4.1. You will see a notification that the update was successful and Opt-out all will now show in the Opt-in Call Queues column for that user.
Note that you cannot disable the Receive call queue calls option for a user. They can disable that option themselves in the Zoom desktop app or web portal if desired.
5. When you sign an agent in or out, the agent will see a notification in their Zoom desktop app.
1. Click on Call Queue Analytics.
2. By default you should be seeing the Realtime section. If not, click on Realtime.
3. View all of the current realtime data for your call queue(s).
Want more details on this dashboard?
View Zoom Support's article on Managing Call Queue Analytics.
View Zoom Support's article on Call queue analytics KPIs glossary
- The current date/time will appear at the top of the screen. All data on this screen is for the current day only.
- Inbound Monitor = shows overview of active incoming ACD/call queue calls
- Service Level = Percentage of active calls answered within the default threshold. This percentage is calculated by dividing the Total Completed Calls within the Threshold by the Total Completed Calls. The default threshold is 30 seconds, so this would mean that if 10 calls were answered within 30 seconds out of 20 total completed calls, the service level would be 50%.
- Active = total number of active ACD/call queue calls
- Hold = total number of active ACD/call queue calls that the agent has placed on hold
- In-queue wait = total number of calls currently waiting in the queue
- Inbound Calls = breakdown of all incoming calls
- Total = total incoming calls for the call queue today
- Completed = number of calls that were answered by an agent
- Overflowed = number of calls that were sent to the call queue's overflow destination (if enabled). This includes calls that come in within business hours and before/after business hours.
- Abandoned - number of calls where the caller hung up before the call was answered by an agent
- Handle Time (Avg) = average time agents spent on answered calls; calculated with Talk Time + Hold Time + Wrap-Up Time/Number of Calls
- In-queue Wait Time (Avg) = average time callers spent waiting in the queue
- In-queue Wait Time (Max) = the longest time that a caller waited in the queue
- Outbound Monitor = shows overview of active outgoing calls (calls made by agents while they are signed in)
- Active = total number of active outgoing calls
- Hold = total number of active outgoing calls that the agent has placed on hold
- Outbound Calls = breakdown of all outgoing calls
- Total = total number of outgoing calls made by agents while signed in to a call queue
- Connected = total number of outgoing calls made by agents that were connected/answered
- Unconnected = total number of outgoing calls made by agents that were not connected/answered
- Callback Calls = breakdown of all callback call requests, where a caller has requested a callback rather than waiting in the queue, but maintains their position in the queue (if enabled)
- Click on the three dots in each widget to adjust the settings for that widget.
- Click Wallboard to open this dashboard in a new tab/window. Often this is used so the data can be displayed on a wall screen/digital sign for all of the agents to view (e.g., agents who are signed out can choose to sign in when they see a large volume of incoming calls), but you can use the wallboard for other purposes.
- Click the settings gear icon to change what Key Performance Indicator widgets appear on your dashboard.
4. Below the Summary is the Member Availability section showing an overview of the agents' availability.
5. Below Member Availability is Call Queues which shows current statistics on your queue. Click on the settings gear icon on the right to add/remove columns from this section.
- Inbound = total incoming calls for the call queue today
- Service Level % = Percentage of calls answered within the default threshold. This percentage is calculated by dividing the Total Completed Calls within the Threshold by the Total Completed Calls. The default threshold is 30 seconds, so this would mean that if 10 calls were answered within 30 seconds out of 20 total completed calls, the service level would be 50%.
- Active = total number of active ACD/call queue calls
- In-queue wait = total number of calls currently waiting in the queue
- Hold = total number of active ACD/call queue calls that the agent has placed on hold
- Completed = total number of calls that were answered by an agent
- Abandoned = total number of calls where the caller hung up before the call was answered by an agent
- Overflowed = total number of calls that were sent to the call queue's overflow destination (if enabled). This includes calls that come in within business hours and before/after business hours.
- Handle Time (Avg) = average time agents spent on answered calls; calculated with Talk Time + Hold Time + Wrap-Up Time/Number of Calls
- Wrap-up time (avg) = the average amount of time agents spent in wrap-up. Wrap-Up Time is the amount of time that an agent has once an ACD call has ended before the next call is sent to them.
- In-queue Wait Time (Avg) = average time callers spent waiting in the queue
- In-queue Wait Time (Max) = the longest time that a caller waited in the queue
- Outbound = total number of outgoing calls made by agents while signed in to a call queue
- Connected = total number of outgoing calls made by agents that were connected/answered
- Unconnected = total number of outgoing calls made by agents that were not connected/answered
- Callback Calls = breakdown of all callback call requests, where a caller has requested a callback rather than waiting in the queue, but maintains their position in the queue (if enabled)
- Click on the settings gear icon to add/remove columns from this section.
1. Click on Call Queue Analytics.
2. Click Queue to view historical reports.
3. Choose the report you want to view: Overview or Calls
- Overview = shows charts summarizing the data for the selected timeframe
- Calls = shows detailed information about each call during the selected timeframe
Want more details on this dashboard?
View Zoom Support's article on Managing Call Queue Analytics.
View Zoom Support's article on Call queue analytics KPIs glossary
Which report do you want to view?
1. Choose the data range that you want to view.
The default dates are set to the previous day and the current day, but you can view up to one year at a time.
2. At the top, you will see Service Level and In-queue wait time widgets with charts. Click on three dots menu to modify the settings for each widget, including to switch between line and bar charts. Click on Export to export the report the summary data as a PDF or CSV (Comma Separated Value) file which can be opened in Microsoft Excel.
- Service Level = Percentage of calls for each day that were answered within the default threshold. This percentage is calculated by dividing the Total Completed Calls within the Threshold by the Total Completed Calls. The default threshold is 30 seconds, so this would mean that if 10 calls were answered within 30 seconds out of 20 total completed calls, the service level would be 50%.
- Hover your mouse over a value on the chart to view the specific value for each day.
- Click on the three dots in each widget to adjust the settings for that widget, including changing the widget to be a bar chart or line chart.
- Click on the maximize icon in each widget to make the widget full screen.
- In-queue wait time = the average amount of time calls spent in the queue on each day (blue) and the longest time a call waited in the queue that day (orange).
- Click Export to export all of the summary data to a CSV (Comma Separated Value) file which can be opened with Microsoft Excel.
2.1. When you maximize a widget, you can press the Esc key on your keyboard to return to the main report. Or click on the Close button.
3. Next you will see the Inbound talk time and Inbound Wrap Up Time widgets with charts. Hover your mouse over the chart to view the specific values for each day.
- Inbound talk time = average time spent on ACD/call queue calls each day. This is calculated by adding the sum of the talk, hold, and wrap-up times, and then dividing by the number of calls. It is displayed in minutes and seconds.
- Inbound Wrap Up Time = average time agents spent completing after-call work in "wrap up" status.
4. Next you will see the Inbound, Outbound, and Callback widgets with charts. Hover your mouse over the chart to view the specific values for each day.
- Inbound = breakdown of all incoming ACD/call queue calls
- Completed = number of calls that were answered by an agent
- Overflowed = number of calls that were sent to the call queue's overflow destination (if enabled). This includes calls that come in within business hours and before/after business hours.
- Abandoned - number of calls where the caller hung up before the call was answered by an agent
- Outbound = breakdown of all outgoing calls (calls made by agents while they are signed in)
- Connected = total number of outgoing calls made by agents that were connected/answered
- Unconnected = total number of outgoing calls made by agents that were not connected/answered
- Callback = breakdown of all callback call requests, where a caller has requested a callback rather than waiting in the queue, but maintains their position in the queue (if enabled)
5. Next is Call Queues which shows current statistics on your queue. Click on the settings gear icon on the right to add/remove columns from this section.
- Inbound = total incoming calls for the call queue during the selected timeframe.
- Service Level % = Percentage of calls answered within the default threshold. This percentage is calculated by dividing the Total Completed Calls within the Threshold by the Total Completed Calls. The default threshold is 30 seconds, so this would mean that if 10 calls were answered within 30 seconds out of 20 total completed calls, the service level would be 50%.
- Completed = total number of calls that were answered by an agent
- Abandoned = total number of calls where the caller hung up before the call was answered by an agent
- Overflowed = total number of calls that were sent to the call queue's overflow destination (if enabled). This includes calls that come in within business hours and before/after business hours.
- Handle Time (Avg) = average time agents spent on answered calls; calculated with Talk Time + Hold Time + Wrap-Up Time/Number of Calls
- Wrap-up time (avg) = the average amount of time the agent spent in wrap-up. Wrap-Up Time is the amount of time that an agent has once an ACD call has ended before the next call is sent to them.
- In-queue Wait Time (Avg) = average time callers spent waiting in the queue
- In-queue Wait Time (Max) = the longest time that a caller waited in the queue
- Outbound = total number of outgoing calls made by agents while signed in to a call queue
- Connected = total number of outgoing calls made by agents that were connected/answered
- Unconnected = total number of outgoing calls made by agents that were not connected/answered
- Callback Calls = breakdown of all callback call requests, where a caller has requested a callback rather than waiting in the queue, but maintains their position in the queue (if enabled)
- Click on the settings gear icon to add/remove columns from this section.
1. Choose the data range that you want to view.
The default dates are set to the previous day and the current day, but you can view up to one year at a time.
2. You will see details about each ACD call for the selected timeframe. You can use the search field to search for a specific call. Or use the Result drop-down to filter for a specific call result. Click Details next to a call for more details about a call, including any agents involved with the call.
- Direction = indicates whether the call was an incoming (Inbound) or outgoing (Outbound) call.
- From = Caller ID for the caller. Typically you will see at least the phone number of the caller, but you may also see their name. If a caller has their Caller ID blocked, you will see Anonymous in this field.
- To = the campus extension that the caller called
- Start Time = the date and time of the call
- Result = what happened to the call when it arrived in the call queue:
- Abandoned = calls where the caller hung up before the call was answered by an agent
- Completed = calls that were answered by an agent
- Overflow = calls that were sent to the call queue's overflow destination (if enabled). This includes calls that come in within business hours and before/after business hours
- Duration = total time of the call which includes Talk Time + Hold Time
- Click Call Path next to a call for more details about a call, including any agents involved with the call.
- Use the Results drop-down menu to filter the calls by a specific result (e.g., Abandoned will show you just abandoned calls).
- Click Export to export this report to PDF or CSV (Excel).
- Use the search field to find a specific call.
3. In the Call Path, you will see all of the agents that were involved with the call in chronological order as well as the ultimate resolution of the call.
Remember that you can set how long calls ring for an agent before being sent to another agent (ring duration) in the call distribution settings. The default setting is 30 seconds.
- The simplified call path will show the call and its ultimate result.
- Click Details to show additional details about the call, such as whether or not multiple agents were involved with the call or a call was placed on hold.
In the above example, the ACD/call queue call was sent to Agent 1 but the result is Ring Timeout because Agent 1 did not answer the call. Instead the call was sent to Agent 2, who answered the call after about 4 seconds.
The default option is to send ACD/call queue call notifications to ALL of an agent's devices/apps, even the ones that are offline. So you will see multiple rows for agents who have multiple devices (e.g., desktop app, mobile app, desk phone).
You can change this option if you do not want ACD call notifications to be sent to agents' offline devices; this will set the system to send call notifications only to the devices that the agent is currently active on.
1. Click on Call Queue Analytics.
2. Click Members to view user-specific reports.
3. Choose the report you want to view: Performance or Opt-out/in.
- Performance = shows details about each agent's metrics for the selected timeframe (e.g., number of answered calls, missed calls, declined calls, etc.)
- Opt-out/in Report = shows detailed information on when each agent signed in or out during the selected timeframe
Want more details on this dashboard?
View Zoom Support's article on Managing Call Queue Analytics.
View Zoom Support's article on Call queue analytics KPIs glossary
3.1. Choose the data range that you want to view.
The default dates are set to the previous day and the current day, but you can view up to one year at a time.
3.2. A detailed breakdown of each agent's metrics for the selected timeframe is shown.
- Member = name and extension of the agent
- Inbound = total number of ACD/call queue calls offered to the agent
- Answered = total number of ACD/call queue calls answered by the agent
- Missed = total number of ACD/call queue calls that were not answered by the agent due to a ring timeout (i.e., the call rang at the agent's desk but it was not answered)
- Answered by Others = total number of ACD/call queue calls that were not answered by this agent, but were answered by another agent.
- Declined = total number of ACD/call queue calls that the agent chose to not answer by clicking decline
- Hold = total number of ACD/call queue calls that the agent put on hold.
- Handle time (avg) = the average time the agent spent on answered calls; calculated with Talk Time + Hold Time + Wrap-Up Time/Number of Calls
- Wrap-up time (avg) = the average amount of time the agent spent in wrap-up. Wrap-Up Time is the amount of time that an agent has once an ACD call has ended before the next call is sent to them.
- Hold Time (avg) = the average amount of time that the agent's calls were put on hold.
- In-queue wait time (avg) = the average amount of time callers spent waiting before their call was answered, overflowed, or abandoned.
- Outbound = total number of outbound calls the agent made while signed in to the ACD/call queue.
- Connected = total number of outbound calls the agent made that were answered by the person they called.
- Unconnected = total number of outbound calls the agent made that were NOT answered by the person they called.
- Site = this is always set to Main Campus as CSUF currently only has one Zoom Phone site
- Assigned Queues = the number of ACD/call queues that this agent is assigned to. Click on the down caret icon to show the names of the call queues.
- Click the settings gear icon to change which columns appear on this report.
3.1. Choose the data range that you want to view.
The default dates are set to the previous day and the current day, but you can view up to one year at a time.
3.2. You will see opt-in (sign in) and opt-out (sign out) data for all agents during the timeframe you selected. Use the search field to filter the data for a specific agent.
Remember that signing in to a call queue involves two steps: turning on Receive Queue Calls and enabling ACD/call queue calls for a specific call queue. So like in the above example, you may see agents signing in to All call queues and then signing into a specific call queue. Or agents may choose to just enable/disable a specific call queue to sign in/out.
- Name = The name, email address, and campus extension of the agent. For most agents this will be the same as their personal campus extension, but some agents may have an extension that is only used for the ACD/call queue.
- Operation = indicates whether the agent was signing in (Opt-in) or signing out (Opt-out).
- Operation Time = the time when the agent signed in/out.
- Reason = only used with signing out (Opt-out); indicates the reason the agent put for signing out (if enabled/applicable).
- Call Queue = indicates the call queue associated with the sign in/out
- All = agent has turned on/off the Receive Queue Calls button
- Call Queue name = agent has turned on/off the button to receive ACD calls for that specific call queue
- Site = this is always set to Main Campus as CSUF currently only has one Zoom Phone site
- Department = campus department associated with the agent
- Use the search field to filter the data for a specific agent.
Need More Help?
View the Troubleshooting & Resources for Zoom Phone guide.
Contact the IT Help Desk at [email protected] or 657-278-7777 for additional assistance.