Zoom Contact Center Historical Reports

The following reports provide historical details for Zoom Contact Center agents, supervisors, and account admins; however, report availability may be impacted by user role permissions if using customized roles.

Agent Report

The Historical Agent Report is very similar to the real-time agent report, but instead reflects historical data for agents such as their availability status, opt-in/out settings, utilization, and numerous durations for various actions.

Refer to Zoom’s support center for more information, including itemized details, on the Historical Agent Report and the Zoom Contact Center metrics glossary.

Queue Chart Report

The historical Queue Chart Report provides values and trendlines on service levels, call handling and wait times, call volume, Queue statistics, and more. With this report, account admins and supervisors can make effective data-driven decisions by viewing metrics in various chart formats like bar and line charts. This report offers a comprehensive view across all configured contact channels, or can be viewed by specific channels and/or Queues.

Refer to Zoom’s support center for more information, including itemized details, on the Queue Chart Report.

Queue Detail Report

The Queue Detail Report is designed to assist account admins and supervisors in making informed, data-driven decisions by presenting metrics in a detailed table format. Unlike the Queue Chart Report, which primarily provides graphical representations, the detail report offers a comprehensive breakdown of each engagement with itemized details.

Refer to Zoom’s support center for more information, including itemized details, on the Queue Detail Report.

Interval Report

The Interval Report provides a summary of Queue activity by breaking down results into specific time intervals, such as 15 minutes, 30 minutes, hourly, daily, weekly, or monthly. This report is available for all channels—voice, video, web chat, in-app chat, and SMS—and organizes data into a tabular format and can be exported as a CSV file. For instance, you can use this report to analyze the Service Level metric over a one-hour interval for the past week, helping you pinpoint times when performance may be lagging.

Refer to Zoom’s support center for more information on the interval report.

Flow Chart Report

The historical Flow Chart report aids account admins and supervisors in making data-driven decisions by presenting voice Flow metrics in various chart formats, such as bar and line charts. This report visually represents common consumer Flow paths and highlights frequently used skills for matching with consumers, providing valuable insights into usage patterns and performance.

Refer to Zoom’s support center for more information, including itemized details, on the Flow Chart Report.

Flow Detail Report

The Flow Detail Report enables Zoom Contact Center admins to make informed, data-driven decisions by presenting Flow metrics in a detailed table format. Unlike the Queue Chart Report, which focuses on graphical representations, the Flow detail report delivers an in-depth breakdown of each engagement with itemized details, offering a more granular view of performance.

Refer to Zoom’s support center for more information, including itemized details, on the Flow Detail Report.

Consumer Engagement Surveys

If your account is using engagement surveys, account admins or users with sufficient role-based permissions can review the results from the Zoom web portal.

Refer to Zoom’s support center for more information on the viewing engagement survey results.

Subscriptions

Zoom Contact Center admins can subscribe to receive periodic notifications via email containing metrics for voice, video, chat, and SMS from historical reports, as well as Queue and availability metrics from agent reports. When subscribed, each notification includes a ZIP file attachment with the relevant reports in CSV format.

Refer to Zoom’s support center for more information on subscribing to Zoom Contact Center reports.