How to track Zoom Phone call analytics

Zoom Phone offers several ways to track call analytics, allowing administrators to monitor call activity and make data-driven decisions. Key methods include accessing call history logs, utilizing the Zoom Phone & Devices dashboard, leveraging call queue analytics, and viewing the comprehensive Call Journey report for both Zoom Phone and Contact Center interactions. This guide provides a detailed walkthrough of how to access and interpret these analytics.

Prerequisites

• You must be a Zoom account owner or admin with Zoom Phone privileges.
• You need a Zoom Phone license.
• Ensure you have enabled the desired reporting features within Zoom Phone.
• Familiarize yourself with Zoom Phone user and site structures.

Viewing Zoom Phone Call History Logs (Classic View)

This section covers how to view detailed records of inbound and outbound calls within your Zoom Phone account.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Logs. This page displays a record of all inbound and outbound calls involving phone users in the account.
3. Filter the data:
   • Date: Specify the date range you want to examine.
   • Direction: Select Inbound or Outbound to focus on specific call types.
   • Site: Choose a specific site to view logs associated with that location.
   • Call Type: Filter by specific call types, such as direct calls, calls through auto receptionists, or calls through call queues.
   • Department: Filter calls by department. This requires departments to be configured in your Zoom Phone settings.
   • Cost Center: Filter calls by cost center. This requires cost centers to be configured in your Zoom Phone settings.
4. View call details: Each entry in the log displays information such as caller ID, dialed number, call duration, and call outcome (answered, missed, etc.).
5. Export the logs: Click the Export button to download the call history data in CSV format for further analysis.

Managing Call Queue Analytics

This section explains how to monitor and analyze call queue performance.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Call Queues.
3. Click on the name of the Call Queue you want to analyze.
4. Click on the Analytics tab.
5. Review the real-time analytics dashboard: This dashboard provides critical details, including service level, average call handling times, call volume counts, and average/longest wait times. Data is typically retained for 24 hours.
6. Service Level: Understand the percentage of calls answered within a defined threshold.
7. Average Call Handling Time: Review the average time agents spend on calls.
8. Call Volume: Monitor the number of inbound, answered, and abandoned calls.
9. Wait Times: Track average and longest wait times to identify potential bottlenecks.

Viewing the Zoom Phone & Devices Dashboard

This section details how to use the Phone & Devices dashboard for a global view of device status.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Dashboard.
3. Click on the Phones & Devices tab.
4. Global Heatmap: The dashboard displays a heatmap of phones and devices that are online or offline for the entire account or specific site.
5. Drill Down: Click on specific metrics to see more detailed information, such as the names of users assigned to desk phones and their locations.
6. Device Status: Use this dashboard to quickly identify and troubleshoot any device connectivity issues.

Viewing the Zoom Phone Spam Dashboard

This section describes how to monitor spam detection and related metrics.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Dashboard.
3. Click on the Spam tab.
4. Review Spam Detection Data: The dashboard tracks spam detection for direct PSTN calls to users, displaying data from the feature’s launch onward.
5. Key Metrics:
   • Calls Marked as Spam/Maybe Spam: Monitor the number of calls identified as spam or potentially spam.
   • Total Inbound Calls: Track the overall volume of inbound calls.
   • Unique Callers: Identify the number of distinct phone numbers calling your users.
   • Wrongly Marked Spam: Review instances where legitimate calls were incorrectly flagged as spam.
6. Top 100 Phone Numbers: The dashboard highlights the top 100 phone numbers most frequently marked as spam.

Viewing the Zoom Phone and Contact Center Call Journey Report

This section outlines how to access the comprehensive call journey report for both Zoom Phone and Zoom Contact Center interactions.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Analytics & Reports, then Reports.
3. Select Call Journey Report from the available report types.
4. Filter the report: Specify the date range, users, call queues, or other relevant criteria for your analysis.
5. Review Call Events and Metrics: The report provides a holistic view of call events and metrics across Zoom Phone (ZP) and Zoom Contact Center (ZCC).
6. Key Details: The report includes details such as in-queue wait time, talk time, hold time, and wrap-up time for both platforms.
7. Global ID: A global ID is provided for each call across platforms for seamless tracking.

Understanding Data Retention Policies

It’s crucial to understand how long Zoom retains data for different reporting features.

1. Real-time Call Queue Analytics: Data is retained for 24 hours.
2. Historical Reports: Data is retained for one year.
3. Dashboard Metrics: Data is retained for six months.
4. Plan your reporting and analysis activities accordingly to ensure you capture the necessary data within these retention periods.

Using Wallboard Management for Zoom Phone

This section demonstrates how to create custom analytical reports and dashboards using wallboards.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Wallboards.
3. Click Add Wallboard to create a new wallboard.
4. Customize the Wallboard: Choose the sources and metrics you wish to showcase. Available metrics can include call volume, average handle time, service levels, and agent availability.
5. Adjust Widget Placement: Customize the layout by dragging and dropping widgets to your preferred positions.
6. Set Thresholds: Define thresholds for specific metrics to trigger alerts or visual cues when performance deviates from expected levels.

Common Issues

• No data displayed: Ensure that the date range is correctly selected and that there is actual call activity during that period. Also, double check the correct site is selected, if applicable.
• Unable to export logs: Verify that you have the necessary permissions to export data. If the export fails, try reducing the date range or filtering the data to smaller segments.
• Incorrect call queue analytics: Confirm that the call queues are properly configured and that agents are actively participating in the queues. Check that the correct timezone is set in your Zoom account.
• Spam dashboard showing no data: The Spam dashboard only shows data from when the Spam detection feature was launched. There may be a delay in the initial display of spam data.
• Call Journey Report incomplete: Ensure that both Zoom Phone and Zoom Contact Center are correctly configured to track and report call data. Allow sufficient time for data to be aggregated and displayed in the report.