ACD Supervisor/Admin Features & Reports
This article covers how authorized Automatic Call Distribution (ACD) supervisors/admins can access specialized features and reports for their call queue(s).
Overview
There are two main menus that ACD supervisors 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
Call Queues Menu
1. Log in to your Zoom Web Portal and click on Phone System Management > 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 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.
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 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. 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
2. Choose the reports that you want to view.
- Call Queue Real-Time Analytics: view real-time call queue information and statistics; sign an agent in/out of receiving ACD calls
- Call Queue Historical Reports: view historical data for your call queue
- User Performance Reports: currently only shows your personal data
You are currently only able to remotely sign in/out agents who are using the Zoom desktop or mobile app.
1. Click on Call Queue Real-Time Analytics in the Analytics & Reports menu.
2. Scroll down on the Call Queue Real-Time Analytics screen.
3. Click on your call queue in the Call Queues section.
4. Scroll down to the Members section. Calls Status will show you their current ACD call status. Receive Queue Calls will show you whether the agent is signed in to receive ACD calls. Use the slider to sign the agent in or out. Be sure to note if Zoom indicates the user is in a meeting before signing them in.
-
Calls Status will show the current ACD call status for the user.
- Opt-out = signed out
- Available = signed in
- Active Call = agent is currently on an ACD call
- On other Call = agent is currently on a non-ACD call OR agent is in Do Not Disturb mode. Note that agents who use desk phones currently use the Do Not Disturb (DND) function to "sign out" of receiving ACD calls.
-
Receive Queue Calls will indicate if the user is signed in or out.
- Signed out = Gray slider with button on the left
- Signed in = Blue slider with button on the right
- Click on the slider to either sign in an agent or sign out an agent.
- Be sure to note any labels from Zoom before signing an agent in. In this example, the user is in a meeting, so you may not want to sign them in.
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 Real-Time Analytics in the Analytics & Reports menu.
2. The current date/time will show at the top of the screen. In the Summary section, you will see widgets for Service Level, Inbound Monitor, Outbound Monitor, and Inbound Calls. Click on the three dots at the top right of a widget to change the widget's settings. You can also modify your Key Performance Indicators (KPIs) to change which widgets show in your Summary. Or click Wallboard to open a real-time view of this screen in a new window so it can be displayed on a wall screen.
- The current date/time will appear at the top of the screen. All data on this screen is for the current day only.
- Service Level = Total Completed Calls within the Threshold/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%.
- Inbound Monitor = shows total active incoming ACD calls (calls that have been answered by an agent), total waiting calls (calls waiting in the queue), and total calls on hold (calls that an agent has put on hold).
- Outbound Monitor = shows total of active outgoing calls (calls made by agents who are signed in to the call queue), total waiting calls (calls made by agents who are signed in to the call queue but have not yet been answered by the person the agent is calling), and total calls on hold (calls made by agents who are signed into the call queue that have been put on hold).
-
Inbound Calls = breakdown of all incoming calls
- Total Inbound Calls = total incoming calls for the call queue today
- Avg. Call Handling Time = average time agents spent on answered calls; calculated with Talk Time + Hold Time + Wrap-Up Time/Number of Calls
- Avg. Call Waiting Time = average time callers spent waiting in the queue
- Longest Call Waiting Time = the longest time that a caller waited in the queue
- Completed Calls = number of calls that were answered by an agent
- Abandoned Calls - number of calls where the caller hung up before the call was answered by an agent
- Forwarded to Voicemail = number of calls that were sent to the call queue's voicemail (if enabled)
- Overflowed Calls = 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.
- Click on the three dots in each widget to adjust the settings for that widget.
- Click Select KPIs to change what Key Performance Indicator widgets appear on your dashboard.
- 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.
3. Below the Summary is the Member Availability section showing an overview of the agents' availability.
Member Availability options
-
Available: ACD agents who are available to receive calls from the queue. These are agents who are:
- Currently operating within their business hours (if they have set their own business hours)
- Not on an active or held call
- Signed in to the queue (i.e., not in Opt-Out)
- Not in Wrap-Up time
- Active Call: agents who are currently on an ACD call
-
On other call: agents who are currently on a non-ACD call. This includes:
- Calls that the agent made while signed in to the queue
- Calls that the agent received directly to their campus extension
- Agents who are in Do Not Disturb (DND) mode
- Hold Call: agents who have placed an ACD call they received on hold
- Wrap-up: agents who have recently ended an ACD call and are in the wrap-up time allowed between calls; the time allotted for wrap-up time is typically 30 seconds unless otherwise set.
- Opt-out: agents who are signed out of the queue/ACD calls
- Unavailable: agents who do not meet any of the criteria above.
Total Members = total number of ACD agents assigned to the queue
4. 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. Click on the name of a queue to see agent details.
- Click on the settings gear icon to add/remove columns from this section.
- Click on the name of a queue to view agent details.
5. You will see an updated dashboard. Scroll down to see the Members section. You can view the current status and stats for each agent. Click on the settings gear icon to add/remove columns from this view. You can also use the slider in the Receive Queue Calls column to sign an agent in or out from receiving ACD calls.
- Name = The name and email address of the agent.
- Ext = campus extension assigned to 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.
-
Calls Status will show the current ACD call status for the user.
- Opt-out = signed out
- Available = signed in
- Active Call = agent is currently on an ACD call
- On other Call = agent is currently on a non-ACD call OR agent is in Do Not Disturb mode. Note that agents who use desk phones currently use the Do Not Disturb (DND) function to "sign out" of receiving ACD calls.
- Completed Calls (IN) = total number of ACD calls the agent has answered today
- Missed = total number of ACD calls that were sent to the agent but they did not answer the call
- Held Calls (IN) = total number of ACD calls that the agent put on hold
- Avg. Call Waiting Time (IN) = average time it took the agent to answer an incoming ACD call
- Extension Type = typically agents will either be a User (a person who has been assigned a Zoom Phone license) or Common Area Phone (a desk phone that is used by multiple agents)
- Site = this is always set to Main Campus as CSUF currently only has one Zoom Phone site
-
Receive Queue Calls will indicate if the user is signed in or out.
- Signed out = Gray slider with button on the left
- Signed in = Blue slider with button on the right
- Click the settings gear icon to add/remove columns from this view.
- Click on the slider next to an agent to either sign them in or sign them out of receiving ACD calls.
1. Click on Call Queue Historical Reports in the Analytics & Reports menu.
2. Choose the report you want to view: Chart Report, Detail Report, or Opt-Out/in Report.
- Chart Report = shows graphs and charts summarizing the data for the selected timeframe
- Detail Report = shows detailed information about each call during the selected timeframe
- 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 Call queue historical dashboard
View Zoom Support's article on Call queue real-time analytics and historical 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. In the Summary section, you will see Service Level and Call Time widgets with charts. Click on the settings gear icon to modify the widget settings. Click on Export to export the report the summary data as a CSV (Comma Separated Value) file which can be opened in Microsoft Excel.
- Service Level = Total Completed Calls within the Threshold/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%.
-
Call Time provides data on the average call handling time, average call waiting time, and longest call waiting time.
- Avg. Call Handling Time = average time agents spent on answered calls; calculated with Talk Time + Hold Time + Wrap-Up Time/Number of Calls
- Avg. Call Waiting Time = average time callers spent waiting in the queue
- Longest Call Waiting Time = the longest time that a caller waited in the queue
- Click on the three dots in each widget to adjust the settings for that widget.
- Click on the maximize icon in each widget to make the widget full screen.
- 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 button that may be partially obscured by the Zoom Support chat icon.
3. Next you will see the Inbound Call Volume and Outbound Call Volume widgets with charts. Hover your mouse over the chart to view the specific values for each day.
Inbound Call Volume = breakdown of all incoming ACD calls
- Inbound Calls = total incoming calls for the call queue
- Completed Calls = number of calls that were answered by an agent
- Abandoned Calls - number of calls where the caller hung up before the call was answered by an agent
- Forwarded to Voicemail = number of calls that were sent to the call queue's voicemail (if enabled)
- Overflowed Calls = 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.
Outbound Call Volume = breakdown of all calls made by agents while they were signed in to the ACD queue
- Answered Calls = calls made by agents that were answered by the person they called
- Unanswered Calls = calls made by agents that were NOT answered by the person they called
4. Next is the Call Queues section which shows summary totals for Service Level and Inbound Call Volume. Use the settings gear icon to add/remove columns from this view. Click on a queue to view data for each ACD agent.
- Click on the settings gear icon to add/remove columns from this section.
- Click on the name of a queue to view data for each ACD agent.
5. You will see an updated report. Scroll down to see the Members section. You can view a summary for each agent during the report timeframe you selected. Click on the settings gear icon to add/remove columns from this view. You can also click on a specific agent to view a report chart with just the selected agent's data.
- Name = The name and email address of the agent.
- Ext = campus extension assigned to 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.
- Inbound Call Volume = total number of ACD calls that were sent to the agent
- Completed Calls (IN) = total number of ACD calls the agent answered
- Missed = total number of ACD calls that were sent to the agent but they did not answer the call
- Answered by Other = total number of ACD calls that were sent to this agent but were answered by another agent
- Declined Calls (IN) = total number of ACD calls that the agent declined
- Avg. Call Handling Time = average time the agent spent on answered calls; calculated with Talk Time + Hold Time + Wrap-Up Time/Number of Calls
- Outbound Call Volume = total number of calls made by the agent while signed in to the call queue
- Answered Calls = calls made by the agent that were answered by the person they called
- Unanswered Calls = calls made by the agent that were NOT answered by the person they called
- Extension Type = typically agents will either be a User (a person who has been assigned a Zoom Phone license) or Common Area Phone (a desk phone that is used by multiple agents)
- Site = this is always set to Main Campus as CSUF currently only has one Zoom Phone site
- Click the settings gear icon to add/remove columns from this view.
- Click on an agent to view charts that include only the selected agent's data.
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
- Forward to = the call queue that the call was sent to
- Time = the 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
- Forward to Voicemail = calls that were sent to the call queue's voicemail (if enabled)
- Waiting Time = how long the caller waited before their call was answered, including how long they were waiting in the queue
- Handling Time = total time of the call which includes Talk Time + Hold Time
- Site = this is always set to Main Campus as CSUF currently only has one Zoom Phone site
- Department = campus department associated with the call queue
- Use the search field to find a specific 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 Details next to a call for more details about a call, including any agents involved with the call.
3. In the details for a call, 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.
In the above example, the ACD call was sent to Agent 1 but they are listed as Answered by Other Member because Agent 1 did not answer the call. Instead the call was sent to Agent 2, who answered the call after about 7 seconds.
The default option is to send ACD 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). In the example above, Agent 1 has two devices and Agent 2 has three.
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. 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 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 items: turning on Receive Queue Calls and enabling ACD 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 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.