✔️Reporting & Analytics
Access and interpret Zoom Phone reports and dashboards to monitor call quality, track usage, measure performance, and make data-driven decisions.
⏱️ Estimated Time: 10-15 minutes to understand key reports
👤 Who's This For
Zoom Phone administrators, managers, and supervisors who need to monitor system performance and user activity.
💼 Use Case
Use this guide to understand available reports, track key metrics, identify issues, measure adoption, and optimize your phone system based on real data.
✔️ Prerequisites
Admin access to Zoom web portal
Phone system live with call activity
Understanding of your organization's performance goals
At least 24-48 hours of call data for meaningful insights
Understanding Zoom Phone Analytics
Zoom Phone provides three main categories of analytics:
Call Logs: Detailed records of every call (who, when, duration, outcome) Dashboards: Visual analytics for quality, usage, and performance Reports: Exportable data for specific time periods and metrics
Data Collection Note: Not all calls collect quality data. Short calls (under a few seconds) may not have quality metrics. Call history and quality of service (QoS) use different datasets.
Accessing Reports & Dashboards
Call Logs:
Navigate to Phone System Management > Call Logs
View detailed call history across your organization
Dashboards:
Navigate to Dashboard > Phone tab
Access Usage & Adoption and Quality of Service analytics
User-Specific Reports:
Navigate to Phone System Management > Users & Rooms
Click user name > History tab for individual call history
Call Logs: Understanding Call History
Viewing Call Logs
Understanding Call Log Columns
From/To: Caller and recipient information
Shows display names for internal users
Shows caller ID for external calls
"Anonymous" for hidden caller IDs
Result: Call outcome
Call Connected: Call answered
Call Cancelled: Caller hung up while ringing
No Answer: Not answered, declined, or sent to voicemail
Path: How the call was routed
Extension: Direct dial to user
Auto Receptionist: Through IVR menu
Call Queue: Distributed to queue members
PSTN: External call via phone network
Shared Lines: Call delegation or shared line group
Monitor: Call monitoring (listen/whisper/barge)
Takeover: Supervisor took over call
Duration: Total call length Charge: Cost for the call (if applicable) Site: Associated site (multi-site accounts)
Identifying Special Call Scenarios
Transferred Calls:
Click Details to see transfer destination
Warm transfer: Shows separate log entry for consultation
Blind transfer: Shows "Transfer" label in Path column
Merged Calls (Conference):
Click Details to see all participants
Call Queue Calls:
Click Details to see which members were tried
"Busy" label indicates member skipped the call
Quality of Service (QoS) Dashboard
Monitor call quality across your organization.
Accessing QoS Dashboard
Navigate to Dashboard > Phone tab
Click Quality of Service
Key Quality Metrics
Call Quality Score: Overall quality rating (1-10 scale) Jitter: Variation in packet arrival time (lower is better) Packet Loss: Percentage of lost data packets (lower is better) Latency: Time delay in call audio (lower is better)
Filtering Quality Data
Filter by date range
Filter by extension (user, call queue, auto receptionist, common area, Zoom Room)
Filter by site (if using multiple sites)
Identify problem users or locations
Track quality trends over time
Using QoS for Troubleshooting
Poor Quality Indicators:
Call quality score below 7
Packet loss above 2%
Jitter above 30ms
Latency above 150ms
Common Causes:
Network congestion
WiFi interference
Insufficient bandwidth
Firewall configuration issues
Geographic distance
Usage & Adoption Dashboard
Track how your organization uses Zoom Phone.
Viewing Usage Dashboard
Navigate to Dashboard > Phone tab
Click Usage & Adoption
Call Activity Metrics
Total Calls: All calls (internal + external) Internal Calls: Between extensions in your account External Calls: To/from outside phone numbers
Call Breakdown:
Inbound External Calls
Outbound External Calls
Inbound Internal Calls
Outbound Internal Calls
Call Time Metrics:
VoIP Call Time (internal calls)
Toll-Free Call Time
International Call Time
Call Volume Chart:
Visual trend of call activity over time
Toggle legends to show/hide call types
Top 10 Leaderboards:
Top 10 Phone Numbers by call volume
Top 10 Extensions by call volume
Filter by inbound/outbound
SMS Activity Metrics
Total SMS Users: Users with SMS enabled Total SMS Messages: Inbound/outbound/internal messages Team SMS: Messages to/from call queues and auto receptionists MMS Messages: Messages with images (tracked separately)
Top 10 SMS Users:
Filter by Total SMS, Total MMS, or Team SMS
License Utilization
Total Phone Users: Active users (Pro vs. Basic) Total Common Areas: Common area phones by type Total Numbers: Direct numbers breakdown (toll/toll-free/BYOC)
License Details:
Available licenses by type
Usage breakdown (User/Zoom Room/Common Area/Other)
Sort by percentage or number available
Activity Tracking
Monthly Active Users:
Users who made or received at least one call
Trend chart showing adoption over time
Filter by full month or custom date range
User Details Table:
Activation status (Activated/Ready to Activate/Not Ready)
SMS usage count
Voicemail interactions
Filter by user/common area, site, department/cost center
User Performance Reports
Track individual user call activity and performance.
Accessing User Reports
Navigate to Account Management > Reports
Select Phone System Usage Reports
Choose report type and date range
Available User Metrics
Unique outbound calls
Total call duration
Average call duration
Calls by result (connected/no answer/etc.)
Peak calling times
Extension-specific activity
Viewing Individual User History
Navigate to Phone System Management > Users & Rooms
Click user name
Click History tab
Filter by date or contact
View simplified call history for that user
Note: User call history shows less detail than account-wide logs and doesn't include auto receptionist or call queue routing details.
Power Pack: Advanced Call Queue Analytics
Requires: Zoom Phone Power Pack license
Power Pack provides real-time queue monitoring and advanced analytics for call center operations.
Accessing Power Pack Analytics
Navigate to Dashboard > Phone tab
Click Call Queue Analytics
Or navigate to Phone System Management > Call Queues > Click queue name > Analytics tab
Real-Time Queue Dashboard
Inbound Monitor:
Calls currently waiting in queue
Longest wait time (real-time)
Available agents count
Average speed to answer
Service level (% answered within threshold)
Member Availability Report:
Real-time agent status across all queues
Zoom app presence status (available/busy/away)
Current call status for each member
Search individual members to check status
Historical Queue Analytics
Performance Metrics:
Average wait time (in-queue)
Average talk time
Average wrap-up time
Average hold time
Calls abandoned vs. connected
Call Volume Tracking:
Total calls received
Connected calls
Abandoned calls
Overflow calls
Trend charts over time
Service Level Analytics:
Percentage of calls answered within target time
Customizable thresholds with color coding
Warning and critical performance indicators
Customizing Power Pack Dashboards
Set Custom Service Level Thresholds:
In Inbound Monitor section, click ellipsis icon
Click Threshold
Select threshold time (e.g., 30 seconds)
Set warning value (e.g., 70%)
Set critical value (e.g., 50%)
Choose colors for each threshold level
Click Confirm
Add Custom KPIs:
Click settings icon
Select KPIs to add additional columns
Choose metrics most relevant to your operation
Click Confirm
Full-Screen Mode:
Click full-screen icon for wallboard display
Perfect for call center supervisor dashboards
Real-time updates visible to entire team
Power Pack Email Alerts
Set up proactive notifications for queue performance:
Configure alerts for service level drops
Receive notifications when queues exceed thresholds
Set up daily/weekly summary reports
Customize alert recipients by queue or role
Exporting Data for Analysis
Export Options:
Call Logs: Export to CSV from Call Logs page
Usage Dashboard: Export to CSV from Usage & Adoption dashboard
User Reports: Download reports from Reports section
Power Pack Analytics: Export queue performance data with custom date ranges
Use Exported Data For:
Billing reconciliation
Compliance audits
Custom analysis in Excel/BI tools
Executive reporting
Capacity planning
Workforce management
💡 Analytics Best Practices
See Details
Check Dashboards Daily (First Month) Monitor quality and usage daily during the first month post-launch to catch issues early and ensure smooth adoption.
Set Service Level Baselines (Power Pack) Establish realistic service level targets for call queues based on your industry standards (typically 80% of calls answered within 20-30 seconds).
Review Quality Trends Weekly Track QoS metrics weekly to identify degrading network conditions before users complain about call quality.
Track Adoption Monthly Use the Activity dashboard to monitor adoption. Low activity may indicate training gaps or user resistance.
Export Data Regularly Schedule monthly exports of key reports for historical trending and year-over-year comparisons.
Use Real-Time Dashboards (Power Pack) Display queue analytics on monitors in call centers for immediate visibility into performance and agent availability.
🚀 Quick Wins
See Details
Build Executive Dashboards Export key metrics monthly and create simple executive summaries showing total calls, quality scores, and cost trends.
Set Up Queue Alerts (Power Pack) Configure email notifications when service levels drop below acceptable thresholds so managers can respond immediately.
Identify Training Opportunities Use user performance reports to find power users who can help train others, and identify users who need additional support.
Monitor Cost Trends Export billing data monthly to identify unexpected cost spikes from international calls or toll-free usage.
Create Supervisor Wallboards (Power Pack) Use full-screen mode for real-time queue monitoring on office displays. Keeps entire team aware of queue status.
⚠️ Common Analytics Issues
See Details
Missing quality data for calls → Very short calls (under a few seconds) don't collect quality metrics. This is normal for abandoned or mis-dialed calls.
Call logs don't show queue routing details → Use New View in Call Logs for advanced call path information. Click Details column to see full routing.
User call history differs from account logs → User history is simplified and doesn't show auto receptionist or queue routing. Use account-wide logs for complete picture.
Dashboard shows no data → Verify date range is correct and includes call activity. Wait 24-48 hours after go-live for dashboards to populate.
Exported CSV missing columns → Export includes only visible/filtered columns. Adjust filters and column settings before exporting.
Power Pack analytics not available → Verify your account has Power Pack license enabled. Contact your Zoom account manager to add Power Pack if needed.
🎯 Key Metrics to Track
✨ Essential metrics for ongoing monitoring:
Daily:
Call quality score
Critical call failures
Overall call volume
Queue service levels (Power Pack)
Weekly:
Total call volume trends
User adoption rates
Quality trends by location/user
Queue performance vs. targets (Power Pack)
Monthly:
Billing and cost trends
License utilization
Feature adoption (SMS, recording, etc.)
User satisfaction
Agent performance metrics (Power Pack)
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