Call queue real-time analytics dashboard in zoom

The call queue feature of Zoom Phone is used by Zoom Phone customers to handle calls for various departments, including sales, support, and service. A real-time analytics dashboard can be used by both admins and members of the call queue to make effective data-driven decisions regarding their queue. Call queue real-time analytics dashboard provides critical information such as the service level, average call handling times, call volume counts, average/longest wait times, completed/abandoned/overflow call counts, and more with the ability to drill down further into specific sites, call queues, and agents with a real-time analytics dashboard.

It is also possible to set up email notifications for call queue real-time analytics so that you will be kept up to date.

Besides the real-time analytics dashboard, there is also a desktop power user experience, as well as a historical dashboard for call queues available as part of the Power Pack add-on. In addition to checking opt-out reasons and changing who receives queue calls, you can also use the real-time dashboard to view member opt-out reasons.

This article covers:

• How to customize the real-time analytics dashboard

• How to customize the real-time analytics wallboard

• How to customize thresholds for Service Level

• How to customize thresholds for inbound calls

Prerequisites for viewing the call queue real-time analytics

• Zoom Phone license (any license that includes Zoom Phone Pro features)

• Zoom Phone Power Pack add-on

• Call queues set up with admins/members

• Call queues contain call activity

• An admin must be logged in to be able to view the real-time analytics and historical reports for call queues as well as view the KPIs for members based on their roles

• Administrators and members of call queues are able to view the real-time analytics and historical reports for the call queues that they are a member of.

How to customize the real-time analytics dashboard

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. Click on Analytics & Reports in the navigation panel on the left side of the screen.

3. Click on the Real-time Analytics for Call Queues link.
   

     Note: In the event that this menu does not appear, please review the prerequisites to ensure that you meet the requirements. 

4. In order to filter the data or customize it in any way, you can use the following options:

   • Using the drop-down menus located at the top of the screen, you can select a specific site or call queue to view only the data from that site or queue.

   • It is possible to add additional data columns for KPIs by clicking on the settings icon for KPIs in the top-right corner of the screen.

   • There is an option to apply thresholds or customize which statistics are displayed in certain widgets by clicking on the ellipsis icon () in the top-right corner of the widget.

   • It is possible to customize the position of each widget on the wallboard by hovering over its top-left corner, then dragging and dropping the widget as desired.

   • It is possible to search by department or cost center in the top-right search box, if you have set up departments or cost centers before, and then enter keywords in the box to search by the department or cost center assigned to you.

How to customize the real-time analytics wallboard

An analytics dashboard in real time is available on the wallboard, which can be fully customized. Using the widgets, you will be able to configure which KPIs are displayed, where each widget is positioned, and what thresholds should be set. Wallboard URLs are permalinks that last for 8 hours only. It is a permanent URL for wallboards. Zoom Rooms Digital Signage is also capable of adding wallboards to the presentation.

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. Click on Analytics & Reports from the navigation panel.

3. Real-time Analytics for Call Queues can be found by clicking here.

4. On the top-right hand corner, you will find a link called Wallboard that will take you to the wallboard.

5. If you would like to display KPIs on the wallboard, click Select KPIs and choose which KPIs you would like to display.

6. It is possible to filter the KPIs by site and call queue by clicking Edit View in the top-right corner of the page:

   • You will be able to choose a site from the drop-down menu if you have multiple sites.

   • You can select a call queue from the Call Queues drop-down menu that appears.

   • Then click on Save View to save the view. As long as the current view is saved to the current wallboard, the current view will remain.

7. Click the downward arrow next to the wallboard name, and then click the Add View button in order to add more wallboards. The next step is to repeat step 6 so that the new wallboard can be customized in the way you like it.

How to customize thresholds for Service Level

A custom threshold can be applied to the Service Level in order to enable you to easily gauge the success or failure of the call queue based on the colors associated with the thresholds.

You can, for example, specify a Critical threshold of 20% and set the associated color to red when the threshold is reached. In the dashboard of real-time and historical analytics, if the Service Level is below 20%, the statistic will appear red in the graph of the statistic.

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. Real-time Call Queue Analytics can be viewed by clicking the button below.
   

     Note: If you would like to apply thresholds to the wallboard, you can also click the Wallboard button.

4. The Service Level widget can be accessed by clicking the ellipses (…) icon at the top-right corner of the widget.

5. Using the Threshold Time drop-down menu, you can select a value for the threshold time.
   

   Note: To calculate the Service Level, we use the threshold time as the starting point. 

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

Inbound call KPIs can be configured with custom thresholds so that you are able to easily determine how well the call queue is performing in terms of the quality of the calls.

In case the Critical threshold is set to 20% and the associated color is red, for example, you can set the Critical threshold to 20%. The KPI will appear in red on the dashboard if it falls below the 20% mark.

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. Real-time call queue analytics can be found by clicking Call Queue Real-time Analytics.
   

   Note: In addition to the real-time analytics dashboard, the Wallboard feature can also be accessed via the Dashboard and thresholds can be applied for the wallboard. 

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

5. Select the statistics you wish to display on the dashboard from the KPIs drop-down menu on the Select KPIs tab.

6. The Threshold tab will appear once you click it.

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

8. There will be a box next to each field that will open a color picker, where you will be able to pick a color for the threshold based on that color.