Viewing phone usage reports in zoom App
Users of Zoom Phone can view usage statistics over specified periods of time for call queues or phone users. CSV files can be exported for up to 100,000 calls. Additionally, these reports can be emailed to you.
Utilize the historical and real-time call queue analytics dashboards to get more in-depth statistics on call queues.
Prerequisites for viewing phone usage reports
- Accounts for education or business
- Owners or administrators
- Who are licensed to use Zoom
How to view the usage report
- Zoom’s web portal can be accessed by logging in.
- Select Account Management and then Reports from the navigation menu.
- Select Phone System.
- Filter data according to your requirements:
- At the top of the page, select the time period.
- You can filter data by call queue or by user by clicking on the By Call Queues or By Users tabs.
- When you enter the name or extension, you can select a call queue or a phone user to filter the results. When searching for a call queue or phone user, be sure to select the correct tab.
- Search results can be filtered by site if you’ve enabled multiple sites.
- Select Search.
- If you want to export your search results as a CSV file, click Export.
Here are the columns and metrics you will see:
Note:
You specified a 1-month time period for the metrics. When using the Total Call Time metric, for instance, it only takes into consideration the total amount of time people spent on calls within the specified time period.
Call queue
- Name:
- The call queue’s name is displayed.
- Ext:
- This is the extension number.
- Received:
- A total of the number of inbound calls, including missed calls, received at the call center.
- Answered:
- The number of calls answered by members of the call queue.
- Overflow:
- The number of call queue members who failed to answer the call (the call was routed according to the overflow settings in the call queue).
- Avg. Wait Time:
- How long callers wait on average before connecting to someone in the queue.
- Site (only visible if you enabled multiple sites):
- The site associated with the call queue.
Phone user
Note:
You can select which metrics to display by clicking the gear button in the top-right corner.
- Name:
- The phone user’s name and email address.
- Ext:
- The extension number for this phone number.
- Total calls:
- This includes calls that have been made and received, as well as missed and forwarded calls.
- Outgoing:
- This is the number of calls the user has made to other phones.
- Received:
- The number of inbound calls in which the user has participated, including missed calls.
- Forwarded to Voicemail:
- How many voice mail messages the user has received. Calls forwarded to voicemail boxes that users can access but not calls forwarded to shared voicemail boxes.
- Missed:
- The number of inbound calls being missed during business hours or redirected to voice mail.
- Avg Call Time:
- How much time (in minutes and seconds) is spent on calls on average.
- Total Call Time:
- Duration of calls (in minutes and seconds).
- Total Hold Time:
- A measurement of the amount of time (minutes and seconds) that a call was placed on hold by the user.
- Total Parked Time:
- The total length of time (in minutes and seconds) during which the user of the phone parked his/her calls.
- Site (only visible if you have multiple sites):
- This is the site the phone user is associated with.
How to view the usage report for charges
All billed calls can be viewed in a usage report. Check your bill using this information.
- Log in to the Zoom website.
- Select Account Management and Reports from the navigation menu.
- Select Phone System.
- Select Charges.
- Choose either Calls or SMS/MMS from the drop-down menu.
- On the top of the page, enter the time period. It should match your billing cycle.
- Press the search button.
- CSV files can be exported by clicking Export.
The following data will be displayed:
Note: - Call charges are only included in some columns.
- From:
- From which telephone number the call originated or the SMS was sent.
- To:
- Message received by the recipient’s phone number.
- Call Type:
- Based on the area codes of the two participants, this feature shows whether the call or SMS message is local or international.
- Start Time:
- the time the connection was established.
- Duration (Minutes):
- Minutes are rounded up to the nearest minute for all phone calls.
- Billing Number:
- The phone number from which the bill was sent.
- Forward Billing Number:
- The displayed number indicates whether the call was forwarded.
- Calling Party:
- the extension that created the call can be identified by its display name. This will display the display name of the extension that forwarded the call if the call had been forwarded by an internal extension.
- Rate:
- Amount charged per minute for the call.
- Total:
- Cost of the call. Multiply the Rate and Duration (minutes) to calculate this.
Note: - The duration is rounded at the end of the interval.
- Charge Mode:
- Provides information such as the rate per minute calculated for the total charge.
- You can use the Total column to add all the values together.
- Be sure that the sum matches the amount you were charged on your bill.