Call queue historical dashboard (Power Pack) in zoom

The service level can be customized by adding custom thresholds and colors to it so that you will be able to determine how well the call queue is performing on a regular basis.

A critical threshold of 20%, for instance, may be set with the associated color set to red and the threshold threshold set to 20%. In the dashboard of real-time and historical analytics, if the service level drops below 20%, the KPI will appear in red on the basis of the service level.

1. If you are a member of the call queue or a member of the admin team, you can sign into Zoom’s web portal.

2. The Analytics & Reports section can be found in the navigation menu.

3. The historical call queue reports can be accessed by clicking the link below.
   

   Note: In order to apply thresholds to the wallboards, you will also need to access the real-time analytics dashboard, and then click Wallboard in order to do so. 

4. On the Service Level widget, in the top-right corner, there is an ellipse icon (…) that can be clicked.

5. There is a drop-down menu entitled Threshold Time that can be used to select a value.
   

   Note: In order to calculate the Service Level, we use the threshold time. 

6. There are two fields on the form: Warning and Critical. You must enter a value for each one.

7. In order to open a color picker next to the fields, simply click on the box next to the fields and then choose a color that corresponds to the threshold.
   

   Note: In order to apply customizations, you will need to select the dashboard that you wish to customize. The same steps can be followed to add customizations to other dashboards by repeating the previous steps. 

How to customize thresholds for inbound calls

As a call queue administrator, you can easily set custom thresholds for inbound call KPIs in order to get a better idea of how well your call queue is performing.

The Critical threshold can be set to 20% of the total threshold, and the color associated with it can be set to red. It is likely that the dashboard will show a red color if the KPI falls below 20%.

1. Sign in to the Zoom web portal as a member of the call queue or as an administrator.

2. The Analytics & Reports section can be found in the navigation menu.

3. Click on the link to view the historical reports for the Call Queue.
   

     Note: If you would like to adjust the thresholds for the wallboard, you can also access the real-time analytics dashboard, then click Wallboard to do so.

4. Click the ellipses icon (…) located at the top-right corner of the Inbound Calls widget to open the widget.

5. Using the Select KPIs tab on the dashboard, you can select the KPIs you want to display.

6. There is a tab called Threshold that you can click on.

7. There are two fields on the form: Warning and Critical. You must enter a value for each one.

8. In order to open the color picker, simply click on the box next to the fields, then select the color you would like to use as a threshold for the field.

All content and images credit goes to https://support.zoom.us