How to use the Zoom admin dashboard for real-time monitoring

Using the Zoom admin dashboard for real-time monitoring allows account owners and admins to oversee engagement, queue status, and agent information in real-time. This involves navigating to the dashboard through the Zoom web portal and interpreting the displayed data to ensure smooth operations and address any immediate issues. Different dashboards are available for different Zoom products, such as Zoom Phone or Zoom Contact Center.

Prerequisites

• Account owner or admin privileges in Zoom.
• A Zoom account with the necessary product subscriptions (e.g., Zoom Phone, Zoom Contact Center, Zoom Whiteboard).
• A stable internet connection.
• Familiarity with Zoom’s web portal interface.

Access the Zoom Admin Dashboard

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, locate and click on Dashboard. This may sometimes be located under Account Management > Dashboard. The exact location depends on your Zoom product setup.

Understanding the Real-Time Monitor Dashboard (General)

1. Once on the Dashboard, identify the relevant section for real-time monitoring. The name varies depending on your Zoom products:
   • For general meeting engagement, look for a Meetings or Webinars section that provides real-time participant counts and activity levels.
   • For Zoom Contact Center, find the Real-Time Dashboard or similar section.
   • For Zoom Phone, look for the Zoom Phone Analytics and Reports section.
2. Observe the displayed data, including:
   • Active Meetings/Webinars: View the number of ongoing sessions.
   • Participants: See the total number of participants currently in meetings and webinars.
   • CPU/Memory Usage: Monitor server performance.
   • Network Quality: Assess network conditions affecting Zoom services.

Monitoring Zoom Whiteboard Usage

1. Access the Zoom Admin Dashboard as described in the ‘Access the Zoom Admin Dashboard’ section.
2. Look for a specific Zoom Whiteboard section or widget within the dashboard. It may be located under Account Management > Dashboard.
3. Review the displayed metrics:
   • Active Whiteboards: The number of whiteboards currently being used.
   • Whiteboard Usage: Track the overall adoption and usage trends of Zoom Whiteboard within your organization.
   • Collaborators: The number of users actively collaborating on whiteboards.

Monitoring Zoom Phone in Real-Time

1. Navigate to Account Management > Dashboard in the Zoom web portal.
2. Within the Dashboard, locate the Zoom Phone section. This section may also be labeled Zoom Phone Analytics and Reports.
3. Select the Real-time Monitoring tab or link. The specific wording varies slightly based on the Zoom version.
4. Examine the displayed metrics:
   • Active Calls: The current number of active phone calls.
   • Call Queues: Real-time status of call queues, including the number of calls waiting and average wait times.
   • SBCs Dashboard: Access to the SBCs dashboard to check SBC status and call attempt information.
   • Emergency Services: Real-time data on emergency location tracking.
5. Click on specific call queues to view detailed information about agents and call activity.
6. Use the available filters to refine the data based on site, department, or individual users.

Monitoring Zoom Contact Center in Real-Time

1. Go to Account Management > Dashboard within the Zoom web portal.
2. Find the Zoom Contact Center section on the Dashboard.
3. Look for a Real-Time Dashboard or similar option.
4. Analyze the real-time metrics:
   • Active Engagements: The number of ongoing customer interactions.
   • Queue Status: Real-time status of queues, including the number of waiting customers and service level agreement (SLA) adherence.
   • Agent Availability: Current status of agents (available, busy, away).
   • Agent Reports: Access to real-time agent reports that displays availability and opt-in/out status.
5. Drill down into specific queues or agents for detailed information.
6. Utilize the filtering options to customize the displayed data.

Viewing Real-Time Agent Information

1. Access the Zoom web portal or desktop client (both methods are available).
2. Navigate to the Contact Center Management section (web portal) or the Contact Center section within the desktop client.
3. Find the Real-time Monitoring or Agent Status section.
4. View the real-time information displayed, such as agent availability, opt-in/out status, and current engagement details.
5. Supervisors can view information for agents within their assigned queues.

Common Issues

• Dashboard not loading: Ensure you have a stable internet connection. Try refreshing the page or clearing your browser cache.
• Insufficient permissions: Verify that you have the necessary admin privileges to access the dashboard. Contact your Zoom account owner for assistance.
• Missing data: Some data may take a few minutes to update in real-time. If the data is consistently missing, contact Zoom support.
• Incorrect data displayed: Double-check that the selected filters and timeframes are correct.
• Dashboard features unavailable: Confirm that your Zoom account has the appropriate product subscriptions and that the feature is enabled in your account settings.