Call queue real-time analytics dashboard in zoom App
The call queue feature is used by Zoom Phone customers to manage incoming calls for various departments, including sales, support, and service. The call queue real-time analytics dashboard can be used by call queue administrators and members to make effective data-driven decisions. As part of the ongoing expansion of our analytics dashboards, we have added a new feature that provides real-time analytics on call queues in order to provide critical insights like service level, average call handling time, call volume counts, average/longest wait times, abandon/missed call counts, as well as the ability to drill down further into specific sites, queues, and agents.
Moreover, you can set up email notifications for real-time call queue analytics through email notifications.
There’s a real-time analytics dashboard for the call queue as part of the Power Pack add-on, which also includes a historical call queue dashboard and the Desktop Power User experience. It is also possible to view opt-out reasons on the real-time dashboard and set whether or not members should receive queue calls using the real-time dashboard.
Prerequisites for viewing the call queue real-time analytics
- If you have a Zoom Phone license with Zoom Phone Pro features, you have a Zoom Phone license.
- Power Pack for Zoom Phone adds more features.
- You can create call queues for administrators and members.
- The call queue contains activity related to calls.
- Users need to be administrators to view real-time analytics and historical data for call queues, as well as KPIs for specific members
- Admins and members of call queues (can only view a list of real-time analytics and historic reports for the call queues to which they belong)
Notes:
- It is only possible for call queue members to view global KPIs for the queue as well as KPIs for their individual calls.
- There will still be a Reports or Analytics & Reports category in the navigation menu, however, those users who don’t meet the prerequisites won’t have access to the call queue analytics or historical dashboard.
- There is a separate real-time analytics dashboard for call queues from the regular Zoom Phone dashboard and the Reports page.
How to customize the real-time analytics dashboard
- Register as a call queue member or an admin on the Zoom web portal.
- Click Analytics & Reports from the navigation panel.
- Select Real-time Analytics for Call Queues.
- The data can be filtered or customized by selecting the following options:
- You can view data exclusively from a particular site or call queue by selecting them from the drop-down menus at the top.
- Add additional columns of data for KPIs by clicking Select KPIs in the top-right corner.
- You can apply thresholds to certain widgets by clicking the ellipsis icon in the top-right corner.
- Drag and drop each widget to customize its position on the wallboard by hovering over the top-left corner of a widget.
How to customize the real-time analytics wallboard
Real-time analytics dashboards can be easily customized using the wallboard. KPIs can be selected, widget positions can be customized, and thresholds can be set. An 8 hour permalink for the wallboard identifies it as an 8 hour permalink. Zoom Rooms Digital Signage can also be added to display wallboards.
- If you are a member of the call queue or an administrator of Zoom, please go to the web portal to sign in.
- You can access this by clicking the Analytics & Reports link at the top of the screen.
- Select Real-time Analytics for the Call Queue.
- The wallboard can be viewed in the top-right corner by clicking the Wallboard button.
- Select the KPIs you wish to display on the wallboard by clicking on Select KPIs and selecting the KPIs you wish to display.
- If you wish to filter KPIs by site and call queue, click Edit View in the top-right corner:
- Choose a site from the drop-down menu if you have multiple sites.
- You can select a call queue from the drop-down menu called Call Queues.
- To save the view, click Save. This will save the current view to your current board.
- Adding additional wallboards is as simple as clicking the downward arrow next to the wallboard name, and selecting Add View from the menu. Then you can customize the new wallboard’s view by repeating step 6.
How to customize thresholds for Service Level
The Service Level can be customized and associated with colors to help you better understand how the call queue is performing.
The Critical threshold may be set at 20% and the color associated with it to red. In real-time and historical analytics dashboards, the Service Level will appear in red if it falls below 20%.
- As a call queue member or administrator, sign in to Zoom’s web portal.
- Click Analytics & Reports in the navigation menu.
- Select Real-time Analytics for Call Queues.
Note: - You can also apply thresholds to the wallboard by clicking Wallboard.
- Click on the ellipsis icon (…) in the top-right corner of the Service Level widget.
- From the Threshold Time dropdown menu, choose a value.
Note: - Service Level is calculated based on the threshold time.
- Fill in Warnings and Criticals.
- Then select an associated color for the threshold by clicking the box next to the fields.
Note: - Changing the customizing settings will only affect the dashboard you’re currently viewing. You will need to repeat these steps if you want to apply the same customization to another dashboard.
How to customize thresholds for inbound calls
To gauge how well the call queue is performing, you can apply custom thresholds to the inbound call KPIs.
If, for example, you want to set critical thresholds at 20% with the red color associated, you can do so. The dashboard will become red if the KPI drops below 20% on a regular basis.
- As a call queue member or as an administrator, you need to sign into the Zoom web portal.
- To do this, click Analytics & Reports on the menu bar.
- Select the Real-time Call Queue Analytics option.
Note: - Additionally, you can access the real-time analytics dashboard and apply thresholds to the wallboard by clicking Wallboard.
- Select the ellipses icon (…) in the top-right corner of the Inbound Calls widget.
- Select the KPIs to display on the dashboard in the Select KPIs tab.
- Click Threshold.
- Enter the Warning and Critical values according to your preference.
- You can open the color picker by clicking the box next to the fields, then select the color you would like to be associated with the threshold.