Zoom Contact Center Real-Time Reports

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

Agents Report

The Real-Time Agent Report allows admins to monitor agent information in real time, such as their availability status and opt-in/out settings. Supervisors can also access this data, but only for agents within their specific Queue. Those with the appropriate permissions can view this information through the Zoom web portal or Zoom Workplace desktop app, with both platforms providing the same details.

Refer to Zoom’s support center for more information on the Real-Time Agents Report.

Queue Analytics Report

The Real-Time Queue Analytics Report allows account admins and supervisors to track engagement, Queue, and agent activity through a dynamic live dashboard. This report offers a comprehensive view across all configured contact channels, along with detailed insights into specific channels and Queues, including agent availability and opt-in/out status. Authorized users can access this data through either the Zoom web portal or Zoom Workplace desktop app, with both platforms offering the same information.

Refer to Zoom’s support center for more information, including itemized details, on the Real-Time Queue Analytics report.

Wallboards

Zoom Contact Center provides customizable wallboards that allow supervisors, admins, and authorized agents to monitor and visualize key performance metrics and operational data within the contact center. With a flexible interface that lets you choose and arrange widgets to suit your needs, these wallboards offer immediate access to critical information such as call volume, wait times, average handling times, and agent performance. Wallboards display real-time data from the past 24 hours and can also be showcased through Zoom Rooms Digital Signage, adding an extra layer of visibility and accessibility.

Refer to Zoom’s support center for more information on customizing Zoom Contact Center wallboards and the Zoom Contact Center metrics glossary.