Viewing the Zoom Phone usage and adoption dashboard

There are both overall and specific calls and SMS data for an entire account and or a specific site on Zoom Phone’s usage and adoption dashboard. As an example, you can check how many calls and SMS messages have been sent and received inbound and outbound.

This article covers:

• How to view the usage and adoption dashboard for phone calls

• How to view the usage and adoption dashboard for SMS

Prerequisites for viewing the usage and adoption dashboard

• Business or Education account

• Account owner or admin privileges

• Zoom Phone license

How to view the usage and adoption dashboard for phone calls

1. Zoom’s web portal can be accessed by signing in.

2. The Zoom Phone tab can be found on the Dashboard section of the navigation menu.

3. The Usage & Adoption tab can be found by clicking here.

4. Select the Calls tab on the left-hand side of the screen.

5. If you wish to change the date range, click the start and end dates in the upper-left corner of the date range, and then select them from the drop-down menu.

6. There is an option to display metrics for only one site if you have multiple sites, in which case you will have to click the Site field.
   The following data will be shown to you:

• Total Inbound Calls: An estimate of how many inbound calls are made by internal extensions over the course of the year.

  • Completed Calls: This is the number of inbound calls that were answered by the extension during the last period of time. It also includes any calls that have been forwarded to an internal or external number, which have been answered.

  • Missed Calls: This is a measure of how many inbound calls the extension has failed to answer. Calls received by extensions that were forwarded to voicemail, a phone number outside the company, or a message will be included here. There are also calls that are forwarded to an internal or external extension, but are not answered due to the fact that they were forwarded.

• Total Outbound Calls: This is the total number of outbound calls made from external extensions to the internal extensions.

  • Answered Calls: This is a measure of the number of outbound calls that have been answered. As part of this category, we also include calls that have been forwarded to voicemail or an external number.

  • Unanswered Calls: This refers to the number of calls that were made outbound but didn’t get an answer or were forwarded to voicemail or an external number.

• Total Internal Calls: How many calls were made between internal extensions in total.

  • Completed Calls: The number of internal calls that were answered by an extension during a particular period of time. In this category, you can also include calls that were forwarded to an internal number or an external number, and were answered there.

  • Missed Calls: This is a statistic that indicates how many calls were made within the company that were not answered by the extension. Including calls that were forwarded to extensions that went to voicemail, were forwarded to an external number, or were forwarded to a message. It also includes calls that were forwarded to external or internal extensions but were not answered because they were forwarded to the wrong extension.

• Inbound Call Time: Inbound call time is a measure of the total amount of time spent on the phone.

• Outbound Call Time: This is the total amount of call time that has been incurred as a result of inbound calls.

• VoIP Call Time: The amount of time spent on internal calls that results in VoIP call time.

• International Call Time: During international calls, a caller is billed for the total amount of time spent on the call.

• Toll-Free Call Time: The amount of time spent on calls made through toll-free numbers.

• Leaderboard Top 10: The number of calls for the top 10 extensions is displayed on the leaderboard top 10. To filter a list of calls based on the type of call, click on one of the tabs.
  Note: If a caller selects a different caller ID for outbound calls, despite having a different caller ID selected for the call, the leaderboard will display the Extension Type as User, along with the Number as the caller’s primary direct number (if the user has a direct number assigned).

How to view the usage and adoption dashboard for SMS

1. Zoom’s web portal can be accessed by signing in.

2. When you are on the Dashboard, click the Zoom Phone tab and you will be directed to the Zoom Phone page.

3. Click on the Usage & Adoption tab on the left side of the screen.

4. Go to the tab called Calls and click on it.

5. If you wish to change the date range, click the start and end dates in the upper-left corner of the date range, and then select them from the drop-down menu.

6. There is an option to display metrics for only one site if you have multiple sites, in which case you will have to click the Site field.
   The following data will be shown to you:

• Total SMS Users: The number of users who have enabled SMS on their phone.

  • International SMS Users: These are the percentages and numbers of SMS users who are able to send and receive international SMS.

• Total SMS Messages: This is the total number of SMS messages sent and received by SMS users, including those sent and received from inbound and outbound messages. There are a number of internal messages that are sent within an account between SMS users who are in the same account. Metrics such as these do not take into account MMS messages (messages that contain images) and SMS messages that are sent by a team.

• Total MMS Messages: This is a measure of the total amount of MMS messages (messages that contain images) received and sent by SMS subscribers at both the inbound and outbound levels.

• Team SMS to Call Queue: This is the number of SMS messages that have been received or sent by the call queues from inbound and outbound SMS messages.

• Team SMS to Auto Receptionist: This is the number of SMS messages that have been received/sent by auto receptionists in both an inbound and outbound manner.

• Leaderboard Top 10: The Leaderboard Top 10 is a visual representation of the top ten extensions based on SMS messages sent. Message types can be filtered by clicking the tabs at the top of the page.
  
  

  Note: Total SMS messages do not include MMS (messages with images), as well as team SMS messages that contain images.

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