View historical reports from Zoom Contact Center

To make data-driven decisions, admins, supervisors, and agents can use historical reports to view KPIs such as missed calls and abandoned calls, which can be used to make effective data-driven decisions. It is recommended that you refer to the Voice/Video and Chat/SMS KPI Glossaries for definitions of the KPIs captured in historical reports.

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

This article covers:

• How to customize the history chart report
• How to Customize Historical Detailed Report
• How to adjust service level thresholds

Prerequisites for viewing historical reports

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

How to customize the history chart report

The Call Queue History Chart report provides levels and trend lines that can be compared across various parameters such as: B. Service level, call handling and waiting times, call volume, queue statistics and much more. The historical reports can be selected from a date range of 1 to 2 years back.

1. You must log in as a member of the call queue or as an admin to access Zoom’s web portal.
2. To view the Analytics and Reports section of Contact Center Management, click the menu menu and Analytics and Reports tab.
3. Select Historical Reports from the drop-down menu.
4. To view data for Voice, Video, SMS, and Chat, click one of the tabs on the right side of the screen.
5. On the Chart Report tab, you can filter or customize the data by selecting one of the following options:
   • To view only data from a specific queue, use the queue menu at the top of the page to select a queue from the list.
   • To expand any chart, just click on the expand icon.
   • A CSV file can be exported by clicking the Export button.
   • There are some widgets that allow you to apply thresholds or customize which KPIs to show by clicking the ellipses (…) in the top right corner of the widget.

How to Customize Historical Detailed Report

For detailed information about the queue KPIs for each incoming call, see the Call Queue Historical Detail Report.

1. Join the Zoom call queue or become an admin by logging into the Zoom web portal.
2. Click Contact Center Management in the navigation menu, and then click Analytics & Reports in the left sidebar.
3. Click the Historical Reports tab.
4. You can use the tabs on the right side of the window to view voice, video, SMS, and chat data.
5. The detail report can be accessed by clicking on the detail report tab.
6. For more information or to customize the data, you can use the following options:
   • To view data from a specific queue, use the Queue dropdown menu at the top of the page and select the queue you want to view data from.
   • The data can be exported to a CSV file by clicking the Export button.
   • To view more details about the call, click the Details link in the last column on the right of the screen. For example, the call queue might have attempted to contact the following members.

How to adjust service level thresholds

The service level can be adjusted to make it easier for you to judge how well the queue is handling a call by applying custom thresholds and colors.

It is possible to set a critical threshold of 20% and associate the threshold color with red. An analytics dashboard shows red if the service level is less than 20% at any given time, regardless of whether the data is real-time or historical.

1. You will need to log in to the Zoom web portal as either a queue member or as an admin.
2. The Contact Center Management section is in the navigation menu, followed by Analytics & Reports.
3. You can view historical reports by clicking Historical Reports.
4. In the following tabs, you can view voice, video, SMS, and chat data by clicking on any of the tabs.
5. As you can see in the screenshot on the right, there is an ellipse icon (…) in the top right corner of the widget.
6. Open the Threshold Time menu and select the value you want to set.
   Note:
7. As a result of the threshold time, the service level is calculated based on the threshold time.
8. If you would like to include variables in the service level calculation by selecting them from the Variables drop-down menu, you can do so.
9. You must enter a value in each of the Warning and Critical fields.
10. You can select a threshold color by clicking the box next to the fields.
    Note:
11. Only the current dashboard is affected by the adjustments. To customize the other dashboards, repeat these steps.