Logs

The Logs menu provides account admins and authorized users with access to detailed log records from agent and consumer engagements and actions within Zoom Contact Center. Details are listed by sub-categories for Engagements, SMS, Voice Calls, Recordings, and Variables, with each of these described in the following sections.

Note

The logs described in this section refer to interaction-specific logs and are separate from Zoom Contact Center Operation logs, which detail settings and feature changes by account admins and authorized users in a report. Refer to Zoom’s support center for more information on Zoom Contact Center Operation logs.

Engagements

Engagement logs in Zoom Contact Center allow admins to review details of completed engagements, including the Routing Queue and the duration of the agent’s wrap-up period, providing insights into past interactions for analysis and performance monitoring.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s engagement logs.

SMS

Zoom Contact Center’s SMS logs give admins the ability to check details on both incoming and outgoing messages, including the phone numbers involved, the engagement history, agents, and the Queues they were routed through.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s SMS logs.

Voice Calls

Zoom Contact Center’s voice call logs let admins access detailed information on both incoming and outgoing calls, including the phone numbers involved, the engagement history, the agents who handled them, and the Queues they were routed through.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s voice call logs.

Recordings

Using the recording report, Zoom Contact Center admins can oversee and manage all recordings from one centralized location. This tool allows for the selection of multiple recordings at once, making it easy to delete them in bulk to free up storage and enable compliance with the organization’s retention policies.

Refer to Zoom’s support center for more information, including itemized details of Zoom Contact Center’s recording logs.

Variables

With Zoom Contact Center’s variables reports, account owners and admins can access a log that tracks variables, showing their values alongside the associated engagement ID, Flow, widget, and timestamp. This allows for easy monitoring of changes in both custom and global variables.

Refer to Zoom’s support center for more information, including itemized details, on Zoom Contact Center’s variables logs.